Pat Speakes Business & Education Instructional Designer – Training Manager
- Editor
Professional Profile
Successful, experienced leader and manager in the areas of education, technical writing, training,
instructional design, adult learning theory and practice. Accomplished manager and developer of
courses from inception to deployment for domestic and global employees and vendors.
Pioneered, certified and managed domestic and first global trainers to provide new hire and up
mortgage training to Chase employees. Expertise in both Business and Educational writing,
including creating, editing, and researching textbooks and learning materials for teachers and
students.
Professional Experience
JPMorgan Chase, Columbus OH (Last 6 years worked remotely) 1996 to Present
Sixteen years of outstanding performance in technical writing, training, managing and writing for Sales,
Operations, Servicing and Default in Mortgage Banking
Instructional Designer and Quality Editor for L&PS within Chase
• Collaborates, designs and implements soft skill and technical materials for Sales, Operations,
Default and Servicing areas of Mortgage Banking
• Successful development and implementation of introductory course for all of Chase Mortgage
Banking new hires
• Facilitates train-the-trainer courses for newly developed materials
• Designs and develops print, classroom and on-the-job training materials
• Designs, writes and edits training content and incorporates current technology for lines of
business and managers developing specific curricula
• Edits all Instructional Designers’ materials within L&PS
Instructional Designer for Operations
• Designed and developed training for WAMU Integration training
• Developed virtual training and trained underwriters in soft skill course
• Developed technical training for processors, closers and underwriters
Technology Associate and Technical Writer
• Maintain the document repository for Enterprise Computer Services (ECS) at Chase
• Create, edit and standardize procedures relative to ECS areas and employees
• Work with management to refine requirements and develop content for business areas
• Experienced Knowledge Manager for Livelink, the document repository for ECS
Instructional Design Manager for Mortgage Servicing
• Curriculum manager and Instructional Designer for all sites including international sites
• Designed and developed a five week prime portfolio Customer Care New Hire Program with
supplemental activities Adapted programs for global audiences in India and Manila
5380 Spalding Bridge Court Norcross GA 30092 770-***-****(c) ********@*****.***
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• Manage the curriculum design, development, implementation and evaluation of advanced mortgage
skills training, to include:
Coordination of SMEs within the business departments to assist with content development
Coordinate and plan train-the-trainer sessions for existing Servicing Training staff and
business SMEs related to the implementation of advanced mortgage skills training
Work closely with the T&D eLearning team to ensure a consistent approach and message for
the Servicing organization
5380 Spalding Bridge Court Norcross GA 30092 770-***-****(c) ********@*****.***
Pat Speakes Business & Education Instructional Designer – Training Manager
- Editor
Training Manager for Servicing and Default – Mortgage Servicing
Managed 15 domestic and six global trainers who were located in Columbus OH, Denver CO,
Monroe LA, Cleveland OH, Manila, Philippines and Mumbai, India
• Designed The American Experience, a two week Pre-process, cultural training for Manila
employees to help them understand the American mortgagor.
• Consult with management and client groups to identify and implement training solutions to
meet business objectives within Servicing and Default
• Design, develop and evaluate training for prime call center and default mortgage areas
• Write multimedia scripts, CBT programs, and designed and developed CD ROM courses,
developed virtual classroom training, and content for web-based training
• Liaison for contract vendors
• Create certification program for trainers and instructional designers
• Facilitate instructor-led classroom and virtual training
• Coordinate diversity training for all of Servicing
• Manage administrative duties including scheduling, reporting, and tracking
Technical/Business Writer - Risk & Compliance
Wrote procedures for Customer Care and Research functions of Call Center
• Researched and wrote online mortgage glossary used as a reference by Loan Servicing
employees
• Participated in a committee that established standards and improved the quality of customer form
letters
• Maintained Excel database which tracked start and completion dates for procedures
documentation
Proofreader/Editor
• Reviewed and edited highly confidential security documents for merger with Chase Bank, and
mortgage documents and outgoing letters for heritage Chemical Bank
5380 Spalding Bridge Court Norcross GA 30092 770-***-****(c) ********@*****.***
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SRA/MCGRAW-HILL PUBLISHING COMPANY 1994 to 1996
Editor/Writer
Applied adult and child learning theories to write, edit, research textbooks and supplementary
materials for teachers and students in Art, Mathematics, Science, and English
• Exacting researcher of proposed textbook topics to determine feasibility for publication in
various states or in specific states
• Creatively developed textbook introductions, instructional key points, and exercises
Other Business Training & Education Experience
• Freelance Educational Writer and Editor for various publishing companies in the United States
• Training Manager for Marquette Electronics Inc: Hired and managed training and employment
issues for a team of fifty in a medical electronics regional sales office
• Reading Coordinator with Columbus Public Schools: Consulted with administrators and
instructors to offer solutions for specific educational gaps; created and facilitated workshops
for educators
• Director of Training for Action Inc., a Non-profit in Huntington WV: Performed needs
assessments, managed trainers, developed curricula to prepare adults for employment
specific to business needs in the area
Education & Training
• Graduate work not completed: Dual majors in Adult Learning Theory and Reading -
Bowling Green State University and University of Dayton
• BA in Education with dual majors in English and Speech - Marshall University
5380 Spalding Bridge Court Norcross GA 30092 770-***-****(c) ********@*****.***