Manager Training

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) ********@*****.***

Pat Speakes page two of two

• 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) ********@*****.***

Pat Speakes page two of two

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) ********@*****.***

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