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Instructional designer

Location:
San Ramon, California, United States
Posted:
June 13, 2018

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ANNE D. MORRIS

San Ramon, CA *****

ac5u7t@r.postjobfree.com

PROFESSIONAL SUMMARY

Training and development professional with extensive background in instructional design in wide range of learning formats (instructor-led training, e-learning, video, virtual learning, job aids, quick reference guides) and technical writing (user guides, procedural documents). Highly skilled in applying ADDIE model and best practice adult learning techniques and processes to the design and implementation of training projects for global corporations, including front-end needs/task analysis, design and storyboarding, development, facilitation, knowledge and skills assessment, and project management. Proven success in strategic planning, rapid development under short deadlines, and implementation of high-impact training to support major business initiatives in fast-paced, changing business environments. Skilled in wide range of development software, including programs such as Captivate, Camtasia, Articulate, Adobe Presenter, Storyline, Photoshop, and Quizmaker. Noted for flexible, innovative training and documentation solutions for various audience types (sales teams, call centers, technical support, operations staff, and systems end users); outstanding verbal and written communications at all organizational levels; and highly productive cross-functional relationships with stakeholders and Subject Matter Experts.

INSTRUCTIONAL DESIGN CONSULTING (2002 - present)

Genesys (multiple projects)

Developed multi-course new hire onboarding curriculum (e-learning) for R&D and IT divisions to support hiring plans for 2016 and 2017

Developed Introduction to DevOps course for all CTO employees

Developed Introduction to ITSM (IT Service Management) for all Service Operations employees as preliminary course for ITIL® certification training

Developed 40+ e-learning modules to train customer users and administrators on Genesys contact center software

AAA

Developed blended curriculum (e-learning and instructor-led training components) to support introduction of new Customer Relationship Management (CRM) system; user audience included call center agents and AAA branch personnel

Salesforce

Developed series of e-learning courses for worldwide technical support agents, addressing multiple Salesforce product functions

Participated in restructuring of technical support curriculum architecture

Safeway - multiple projects

Revised and updated instructor-led course on harassment awareness and prevention for delivery to all Safeway managers

Developed multi-part e-learning curriculum to support nationwide launch of new pharmacy prescription management system – identified training needs, designed training and implementation strategy, and created e-learning modules during in-process software development

Pacific Gas & Electric

Led instructional design team in developing and maintaining gas leak survey and detection training for all PG&E field personnel - conducted task analyses, created training designs, developed training materials, trained and supervised junior-level instructional designers, and provided quality control for all deliverables to ensure adherence to standards

Responsible for:

Rapid-response training for field gas pipeline survey personnel

Development and maintenance of multi-part gas leak survey and detection curriculum, including knowledge and skill assessment, to accommodate extensive revisions to company work procedures

U. S. Bank – Ascent Private Capital Management

Developed user training (instructor-led) for company sales teams to support launch of Salesforce.com

Developed multi-level onboarding curriculum (instructor-led training, e-learning, job aids) for new sales personnel – included sales skills, account planning and management, value proposition creation, and service information

Customized strategic selling courses for sales teams – adapted vendor-created sales methodology training to fit organization’s clients and business model

Wells Fargo

Created e-learning courses on all ultra-high-net-worth services for Wealth Management account teams

Customized instructor-led strategic selling skills courses for Wealth Management account teams - adapted vendor-created sales methodology training to fit organization’s clients and business model

Kaiser Permanente – multiple projects

Developed courses (instructor-led, web-based, printed self-study, and video) on general compliance topics for annual delivery to all Kaiser Permanente workforce members and for inclusion in new hire orientation

Developed multi-part instructor-led training program for Kaiser Permanente Human Resource call center benefits agents (new hires and job cross-training for existing call center employees)

Macromedia, Inc. (now Adobe, Inc.)

Designed e-learning training strategy for the development and implementation of training on Macromedia products for worldwide sales force (internal and reseller)

Developed multi-part curriculum of e-learning product courses for all Macromedia products

Developed e-learning course on order processing for internal personnel

Managed administration of courses on Learning Management System

AT&T

Conducted training needs assessment for all business-to-business sales personnel on new business billing products

Designed comprehensive training plan (including e-learning, virtual learning, and online sales and reference tools) for new business billing products

Developed e-learning and instructor-led courses and sales/reference tools for new business billing products

Cisco Systems - multiple projects

Designed and developed suite of e-learning courses for Cisco’s proprietary network discovery and analysis software programs to train partners participating in new technical support programs

Developed e-learning course to training internal US and Europe personnel on processes for activating clients for network support services

Designed and developed new instructor-led CCNA certification course (Introduction to Cisco Networking Technologies)

Revised existing instructor-led certification course (Configuring Border Gateway Protocol on Cisco Routers)

Designed and developed e-learning courses on proprietary, Oracle-based financial reporting

Designed and developed instructor-led courses on proprietary sales quoting software, as well as related e-learning courses, job aids, and interactive webinars

Designed and developed e-learning courses for proprietary, Oracle-based service contract management system

Served as system administrator for Cisco's Learning Management System, entering course data, tracking registration, and creating reports

Phoenix Technologies – multiple projects

Developed instructor-led product training for worldwide sales organization and served as instructor for portions of the course

Developed technical user guide for Salesforce.com (sales force automation software) to support worldwide implementation

Applied Materials

Designed and developed suite of e-learning courses on engineering document management software and related business processes

FULL-TIME POSITIONS

APPLE COMPUTER - Cupertino, CA (2000 - 2001)

Senior Manager - Training Development - Responsible for development of all e-learning courses for Apple's worldwide sales force (internal and reseller). Established instructional design strategies, standards, and methodologies for e-learning; managed internal and external course development staff in development and maintenance of e-learning courses; designed and implemented training evaluations; planned and managed annual budget.

Managed implementation of comprehensive, multi-level, online curriculum delivered through learning management system to address training needs of worldwide internal and reseller sales organizations

Worked with marketing group to add new components to "Learn and Earn," Apple's training incentive program, to increase global participation

Restructured curriculum planning, course development, and production processes and systems to increase efficiency and timeliness

Introduced variety of e-learning and distance learning technologies into curriculum to improve effectiveness and immediacy of on-line learning for global audiences

ASPECT COMMUNICATIONS - San Jose, CA (1999 - 2000)

Manager - Sales Training and Development - Responsible for development and delivery of training for worldwide sales force of major manufacturer of customer service and sales and telemarketing contact center hardware and software. Conducted needs assessments; established strategies, standards, and methodologies for instructional design, course development and delivery, training media selection, and training assessment; negotiated contracts with training vendors; managed internal and external course developers and instructors as well as training operations staff; tracked and reported on training participation and evaluations; planned and managed annual budget. Developed instructor-led and web-based courses for worldwide sales force.

Created new training and development department to support evolution of call center system manufacturer into CRM/e-business systems solutions provider

Assessed impact of new company directions on training requirements and developed blended learning and assessment strategy for comprehensive product, professional skills, and tools/process curriculum for worldwide sales, telemarketing, and support organizations, addressing both new hire and experienced staff training needs

Developed series of virtual learning/webinar and instructor-led courses to support launch and ongoing adoption of new products

Designed, developed, and implemented training, user guide, and company's first on-line help system to support introduction of proprietary product configuration software

Managed development and delivery of courses and documentation to support introduction and ongoing releases of sales force automation software to increase efficiency in account management and sales forecasting

AMERITECH (now AT&T) - Chicago, IL (1995 - 1998)

Manager - Sales Training and Development - Responsible for development and implementation of performance-based curriculum for direct, distributor, and call center sales personnel in company's business-to-business division. Conducted needs assessments, established strategies, standards, and methodologies for instructional design, course development and delivery, media selection, production, and training assessment; negotiated contracts with external training vendors; managed internal and external course developers and instructors as well as training operations staff; tracked and reported on training participation and training evaluations; planned and managed annual budget.

Launched new training and development department and created learning strategy to support rapid growth and reengineering of sales organization, addressing both new hire and experienced staff training needs

Developed competency models and related training for product, process, and management and professional requirements (including management, interviewing, performance objective development and evaluation, listening, and performance evaluation skills)

Implemented computer-based performance management system (Success Factor Systems) for personnel skills assessment and individual development planning to increase performance management efficiency

Participated in facilitation of pre-hire skills assessment center activities for both sales staff and management positions

Introduced learning technologies into curriculum, using a variety of on-line learning tools and platforms to increase timeliness and cost-effectiveness of training and reference materials

Initiated web-based training registration and management system for improved efficiency of enrollment and development reporting

Developed and implemented training and documentation to support introduction of sales automation software, boosting productivity in account management, sales forecasting, and product configuration

GLOBAL TRAINING NETWORK - Hinsdale, IL (1993 - 1995)

Director of Curriculum - Responsible for development and production of all courses for Productivity Point International’s worldwide network of computer training franchises. Established instructional design, course development, course assessment, and production standards; managed internal and external course development and publishing staff; analyzed PC software market user trends; created and managed training plans and budgets for 80-100 new courses annually; managed strategic relationships with PC software manufacturers; planned and managed annual budget.

Increased time-to-market responsiveness for courseware development and franchise implementation by initiating "First to Market" program, placing PPI first in training industry for quantity and timeliness of new courses

Directed centralized, just-in-time print production for PPI courseware to support 35% annual growth

Implemented ProductivityPlan, proprietary system of needs assessment, curriculum development, and skills evaluation to provide customized training services for major accounts

Designed computer-based system of software skills assessment as new value-added service for PPI customers

MARITZ PERFORMANCE IMPROVEMENT COMPANY - Gardena, CA (1991 - 1993)

Curriculum Production Manager - Responsible for development and delivery of custom training programs for major client companies. Provided education consulting services to clients, conducted needs assessments, designed strategic training plans, hired and managed training development and delivery project teams, created and managed project budgets.

Facilitated successful introduction of two new vehicles, Altima and Quest, through design of multi-million-dollar training program for sales and service personnel in all US Nissan dealerships

Designed, developed, and implemented training and documentation to support launch of computer-based vehicle ordering system for all US Nissan dealerships, resulting in efficiencies in field and corporate operations and inventory planning

Designed and developed video training program for all US Nissan dealerships (received a Telly award for educational achievement)

ASHTON-TATE - Torrance, CA (1989 - 1991)

Manager of Professional Development - Responsible for development of customer training and for development and delivery of training for field sales and management personnel. Established strategies, standards, and methodologies for instructional design, course development, production, and training assessment; negotiated contracts with training vendors; managed internal and external course development, instructor, and publishing staff; tracked and reported on training participation and evaluation; planned and managed annual budget.

Increased number of customer courses produced within first year by 300%, exceeding annual revenue goals by more than 100%

Increased courseware profitability 40% through strategic pricing, packaging and production planning

Designed and implemented first comprehensive curriculum (product sales skills and management/professional skills) for sales and management personnel to support increased sales revenue goals and expansion of sales organization

Created Ashton-Tate Certification Program, nationwide computer-based software skills testing system for users

MICROSOFT CORPORATION - Redmond, WA (1987 - 1989)

Manager of Training - US Sales and Marketing - Responsible for development and delivery of training for US field sales and call center personnel. Conducted needs assessments; established strategies, standards, and methodologies for instructional design, course development, production, and training assessment; negotiated contracts with training vendors; managed internal and external course developers and instructors as well as training operations staff; tracked and reported training participation and evaluation; planned and managed annual budget.

Initiated new department to develop and deliver product sales skills and management and professional skills (interviewing, performance objective development and evaluation, performance counseling) curriculum to rapidly growing sales organization

Increased cost-effectiveness and timeliness of new hire orientation for new sales personnel through design of self-paced, video-based product training packages

Expanded Microsoft Authorized Training Center program to nationwide network of customer training resources

Designed first corporate sales training facilities

EDUCATION

B. A. - University of Memphis (magna cum laude)

M. A. - University of Illinois (magna cum laude)

PROFESSIONAL AFFILIATIONS

International Society for Performance Improvement

Association for Talent Development

COMPUTER PROFICIENCIES

Operating Systems/Platforms

Windows

Macintosh

Software

MS Office (Word, Excel, PowerPoint)

Camtasia

MS Outlook

Articulate Presenter

MS Project

Articulate Storyline

Salesforce

Sound Forge

Lotus Notes

Audacity

HTML

Genesys Web Agent

Adobe Dreamweaver

Webex

Adobe Fireworks

Meeting Place

Adobe Captivate

Live Meeting

Adobe Presenter/Adobe Connect

Qarbon ViewletBuilder

Adobe Photoshop

SharePoint

Adobe Illustrator

Assembla

Adobe Acrobat

QuestionMark

Adobe Audition

Success Factor Systems

Learning Management Systems (LMS) – Litmos, Saba, Citrix, others

Google Docs, Google Hangout

Whiteboard

JIRA



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