PROFILE

AT A GLANCE

Accomplished Instructional Designer with a variety of industry experience.

Adept at designing and developing technical and soft skills training courseware.

Master’s Degree in Training and Development.

Adjunct Faculty College of Lake County

SOFTWARE SKILLS

Storyline

Captivate 6.0

Articulate Suite

Segno Expertise

Blackboard

Dreamweaver

FrontPage

iAuthor

Information Mapping

MS Office

MS SharePoint

Oracle SAP T&D

Visio

WebEx

Global Crossing

BEVERLY RICO: LEARNING AND DEVELOPMENT PROFESSIONAL

847/528-8802

Learning and Development professional with over 15 years of business experience. Areas of expertise: course design and development, instructor-led training, eLearning design and development, technical writing, training delivery, call center training manager and training team lead.

EDUCATION

Master’s Degree in Training and Development, With Honors, Roosevelt University, Chicago, IL.

Bachelor’s Degree in Speech Communications, Northern Illinois University

EXPERIENCE

Sears Holding

Instructional Designer Team Lead

February 2014 November 2018

Full-Time

Manage 5 Instructional Designers for retail services, review and conduct quality checks for development work, conduct monthly and one on one meetings for project reviews and support personal and professional development.

Design training using ADDIE model for retail services. Training program designs include: eLearning course work, instructor lead courses, facilitator and participant guides, job aids and coaching guides.

oTools used: Storyline, Articulate Suite and Captivate 6.0

oAudience all retail service employees which includes managers, assistant mangers, store leads and employees

oSupport training content management and uploads in Segno LMS

Experis IT

Instructional Designer

May 2013 October 2013

Client: Sears Holding

Designed eLearning for new system, SUCCEED 7.5.1, for call center ticket handling IT department

oTools used: Captivate 6.0

Revised user guide for SUCCEED 7.5.1.

oAudience: Service Desk Agents for Ticket Handling of IT issues

EAI Learning

Instructional Designer

Feb 2013 April 2013

Client: Underwriter’s Laboratories

Designed eLearning design documents for eLearning training of UL Standards

oTools used: Design Document Template (provided by EAI)

Developed eLearning and workshop standards document for UL Customer Sales Team, a proposal of a breakdown of courses and workshops UL planned to offer their customers

oAudience: UL Customers

oSMEs – Engineers, Inspectors, Trainers and External Clients

oSeries of 30 course offerings

Collabera Consulting

Instructional Designer

Sep 2012 Dec 2012

Client: Abbott Molecular

Designed and developed blended learning (ILT and eLearning) for the system integration of a Customer Management System and their LMS-Pilgrim’s SmartSolve.

oTools used: Captivate

Revised and developed training manuals for SmartSolve 9.1 upgrade.

oAudience: Molecular Specialists, Field Engineers and Quality Assurance personnel

Instructional Designer/Trainer

June 2011 Jun 2012

Client: DeVry University

Designed and developed conversion training, from Oracle Business Solution to Banner Application for university business processes and trained 65 Subject Matter Experts on new Registration Module.

oAudience: Training Deans, Assistant Deans, Registrars and Student Coaches on the Banner application for Registration (200 staff members).

Designed eLearning courses and supplemental job aids, using the following developmental tools: Captivate 5.5, Snag It 10 and Information Mapping.

oAudience: Over 3,000 university staff and training delivery includes ILT, eLearning and blended training with post training webinar sessions for Q&A.

Total Training Solutions

Project Manager/Instructional Designer

Nov 2010 May 2011

Client: Harris Bank

Created the learning strategy for systems conversion training project for Bank Portfolio Managers. Updated three systems training manuals, developed the accompanying job aids and create eLearning for new system.

oTools used: Captivate 5, Articulate, SnagIt 8 and Microsoft SharePoint

Sapphire Technologies

Instructional Designer/Trainer/Technical Writer

May 2010 Sep 2010

Client: Accenture

Developed instructor-led course for Senior Executive new hires, a highly visible course development project constructed for newly hired senior executives.

oThe course included sales, organizational strategies, senior executive management skills and global market management

oTools used: iAuthor, Microsoft SharePoint/Slate, PowerPoint and Captivate

CCC Information Services, Inc.

Instructional Designer/Trainer/Technical Writer

Dec 2005 Jan 2009

Designed and delivered training for technical training materials for Auto Claims Industry Products such as Pathways, (Claims Management Tool) Autoverse (Web-based Auto Claims Tool), Accumark Reinspection (Auto Re-inspection Tool) and Intellisphere (Reporting Tool).

oProducts include both CD based and Web-based tools.

Developed instructor-led, self-study materials, and web-based materials.

oTools used: Captivate, Snag-It, Centra, and Global-Crossing

Worked on 3 year Oracle CRM implementation to transfer business processes into electronic formats for an Oracle platform.

Developed and delivered internal training for the conversion of Human Resources and Sales Process into Oracle from 2005-2008.

MMC L.P. Consulting

Training and Development Contractor

Feb 2004 Oct 2005

Client: Accenture Learning

Designed training materials for Accenture Analyst engaged in ERP implementations for clients, and Fortune 500 external (i.e. GECF) clients.

Designed course material for web-based and instructor-led training materials.

oAudience: Call-center staff and leadership, management staff and sales staff

oTools used: iAuthor, Microsoft SharePoint/Slate, PowerPoint, and Centra

Designed training curriculum and courses for internal mail order staff.

Trained Customer Service Associates, Data Entry Associates and Management Staff.

oTraining included coordinating and leading instructor led courses for CWD account tool maintenance system.

Exceeds Consulting

Trainer/Instructional Designer

May 2003 Dec 2003

Client: U.S. Cellular

Conducted edits for the CARES Billing System course materials for Retail Wireless Consultants, Managers and Assistant Managers for US Cellular.

Moraine Valley Community College

College Instructor for Speech Communication and Seminar

2002

Part-time adjunct faculty for Moraine Valley Community College, instructor for Fundamentals of Speech Communications 103.

Allstate Insurance Company

Education Coordinator/Technical Writer

Nov 1998 March 2002

Training Manager for EHC: developed process and procedures for EHC training, managed SME training delivery and content. The training focus was on desk top support issues for internal home office users.

For Allstate EHC (Enterprise Help Center) and CIC (Customer Information Center), designed Train-the-Trainer courses for Subject Matter Experts focusing on facilitation skills.

Assisted in final draft of AHD training documentation: AHD (Advanced Help Desk) a problem management tool used in EHC to manage incoming calls for internal desktop and laptop support.

Created PowerPoint presentation as a supplement for monthly mini-releases and just in time training for CCP (call center staff), Team Leaders and Response Coaches.

Coordinated and set standards for support training developed by Referral Resources for EHC staff.

Senior Instructor

Trained 35 technical and non-technical insurance courses (ILT and Virtual-led).

oAudience: CIPs (Customer Insurance Professionals), Team Leaders and Response Coaches: employed to answer insurance inquiries, quote and sale Auto and Property insurance lines, and support new 3 way access to Allstate insurance (800 number, internet and agent). Licensed to sale auto and property insurance and taught QA coursework for insurance industry standard compliances.

Implemented curriculum changes to courseware when applicable.

Assisted in the maintenance of on-site training database.

Coordinated simulated training exercises for new hire employees.

TRAINING EXPERIENCE

Non-Technical Courses Trained/Training Workshops

Allstate Enterprise Help Center Customer Service Training & Train The Trainer Courses

Allstate Customer Information Center-Trained 35 courses which included subjects in the following areas: Customer Service, Product Knowledge for Property and Auto, Sales Courses for Property and Auto, Risk Management courses, State Specific Requirement courses. Courses range from 2 hours to 3-day time frames.

Thumbs Up Video Retail: conducted Customer Service Training in customer satisfaction, motivational and leadership skills for managers.

AT&T: conducted customer satisfaction presentations in Business Account Inquiry Call Center for business account representatives.

COLLEGE INSTRUCTOR EXPERIENCE

College of Lake County

Business Communication

Jan 2003 Dec 2010

Part-time faculty for College of Lake County, instructor for Business Communication.

Moraine Valley Community College

COL101 Instructor

2002

Part-time adjunct faculty for Moraine Valley Community College, instructor for COL 101: Changes, Challenges, Choices.

Roosevelt University

Instructor

1998

Instructor for Pro-Seminar BGS 201.

oThe course concentrated on Reading, Research, Speech and Writing skills.

AWARDS AND ACHIEVEMENTS

Received “Above and Beyond ” and “Way to Go” awards at CCCIS for outstanding project performances, monitory awards based on employee and or management recommendations for project work performance, CCCIS 2006, 2007 and 2008.

Received Certificate of Training, February 2, 2001, awarded for the completion of the “Enhancing Customer Relationship Workshop” from Allstate Sales School in Arlington Heights Illinois.

Received $10,000 ICEOP Scholarship for Graduate Course Work, for 1997-1998.

Received AT&T Circle of Excellence Award, May 17, 1990, awarded at the Abbey Resort in Lake Geneva Illinois for outstanding customer service.

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