Instructional Designer / Organization Development
Resume:
Melissa Fraser
***************@*****.***
SUMMARY OF QUALIFICATIONS:
Multi-talented, creative professional with experience interacting among multiple levels of management and progressive experience in full cycle instructional design principles and distance learning. Skilled in development of criteria based objectives for instructor led, self paced and media based instructional delivery methods and materials; script writing, production and editing of training videos; testing and measurement instruments, learner assessment, technical writing and documentation of Federally regulated systems. Proven ability to effectively manage large projects across a broad spectrum of geographically distributed teams and services, continuously creating value with understanding of business and technical requirements and experience to make immediate collaborative contributions to improve processes and build revenue while maintain Federal and Corporate regulations. I am laser focused on providing exceptional service and creating a culture of productivity and pride.
Education:
Full Sail University, Winter Park, FL 2011
Master of Science Certification – Education Media Design and Technology
Coursework: Web 2.0 tools, Media Design Technology, Animation, Filmmaking Principles
Southern Illinois University, Carbondale, IL 1998
Bachelor of Science – Workforce Education Design (Training and Development)
Coursework: Adult learning principles, Needs Assessment, Instructional Design, Curriculum Development, Implementation Strategies, Assessment, Performance Improvement
North East Institute of Whole Health, Manchester, NH 2003
Certified Massage Therapist
Advanced Coursework: Orthopedic Massage, Myoskeletal Alignment, Active Isolated Stretching, Functional Training for Rehabilitation, Ayurveda, Aromatherapy in a Therapeutic Setting, Spa Management
Professional Experience:
American Automobile Association South, Tampa, FL
Instructional Designer/Trainer (Consultant)
Successfully performed analysis of customer service performance issues, creating 3 levels of communications training for phone representatives, managers and field personnel
Developed storyline for a full-length movie scripted to accompany instructor-led training
Proactively designed on-demand vignettes for field personnel resulting in an increase in training compliance
Comprehensive training initiative resulted in the recovery of quality standard scores based on customer satisfaction surveys, criteria used for franchise eligibility
Rollins, Inc., Atlanta, GA
Instructional Designer
Performed full lifecycle instructional design methodology to create facilitated sales training including: telephone sales and business-to-business sales programs, self-directed and peer-mentored administrative training
Managed instructional design team in development of weekly field training for 425 branches nationwide, significantly increasing use and buy-in of field managers, fostering intra-departmental relationships, and increasing operational compliance thus reducing exposure to loss and litigation.
Lead Designer responsible for internal analysis, design, development, implementation and evaluation of training department conversion from lecture driven to performance improvement culture Liaison between department and corporate decision makers for proposals of new projects
Partnered on major revisions of legacy 6-week Management Development School minimizing to 2-week course and eliminating more than 48% of associated overhead
Utilized focus groups, audit reports and job aids to resolve excessive payroll overpayments of commissions resulting in middle-management compliance and accountability for branch operations This project was initiated in response to an internal financial audit of a 6-digit payroll discrepancy.
Additional Experience:
The Gasparilla Inn Spa
Massage Therapist – seasonal employee 09/2018 – 07/2019
Massage Therapist – seasonal employee 09/2017 - 07/2018
Massage Therapist – seasonal employee 09/2016 - 07/2017
Massage Therapist – seasonal contractor 09/2015 - 07/2016
Massage Therapist – seasonal contractor 01/2015 - 07/2015
Prepare and maintain treatment room in a clean and soothing environment
Keep oils, linens, tools stocked in treatment room
Escort guest from and to locker room for treatment
Ask health related intake questions to identify any contraindications
Determine best treatment for the guest
Prepare, dispense and clean up materials for treatment
Perform massage using therapeutic or relaxing techniques
Suggest products and follow up appointment when applicable
oHighly requested therapist on a team of 10 providers
oPrimary provider for pain management and relief using advanced techniques
oNoted for tactful and solutions oriented resolutions to customer requests
Sport & Spa Massage, LLC 05/2003 - 11/2014
Owner/Manager
Provided customized muscular therapy services for active lifestyles
Specialized in assisted stretching for improved performance, mobility and posture
Assisted various clientele including: Golfers, Tri-athletes, Martial Artists, Tennis Players, Executives and Homemakers
Developed and delivered instruction in special interest topics such as Couples Massage, Pregnancy Massage and Active Isolated Stretching
Networked to provide services to compliment physical therapy, chiropractic, sports teams
Technical Skills:
MAC and PC, Microsoft Office Suite (Outlook, Excel, Access, PowerPoint), Technical writing including documenting regulated systems, MS Project, Video and Audio Editing (iMovie, ScreenFlow, Camtasia), Rapid eLearning Development and Distribution (Captivate, Articulate), Animation (Morpheus, Flash, Poser, Anime Studio), Website Design and Administration (iWeb, Acrisoft), Desktop and Web Collaborative Publishing, Database Administration, Document Management Systems (Lotus Notes), Learning Management Systems
Certifications:
National Certification Board – Therapeutic Massage and Bodywork 2003 – Present
Certified Massage Therapist
State of Florida – Department of Health 2007 – Present
Licensed Massage Therapist
International Sports and Fitness Trainers Association 2013
Certified Rehab Fitness Specialist
State of New Hampshire – Department of Health and Human Services 2003 – 2012
Licensed Massage Therapist
Awards:
Full Sail University – Digital Media and Education Applications Course Director’s Award 2011
AMTA-NH Chapter Board of Directors – Outstanding Committee Chair 2011
Professional Affiliations:
New Hampshire Chapter of the American Massage Therapy Association 2003 – 2015
Web Chair and Education Communications Committee
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