Customer Service Project Manager
Resume:
Pamela R. Perry
Instructional Design/Project Management Professional
Canal Winchester, OH 43110
**********@*****.***
Cell Phone: 614-***-****
EDUCATIONAL ADVANCEMENT
Ohio Dominican University Ohio Dominican University
Master of Science in Business Administration Bachelor of Business Administration
EXPERIENCE PROFILE
MPW Industrial Services January 2015 to Present
Instructional Designer/LMS Administrator
Hebron, OH
Create and implement custom education program for one of the world’s largest industrial cleaning
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organizations demonstrating knowledge of Adult Learning Principles and incorporating best practice
delivery techniques
Plan, design, develop, organize, write and edit instructor-led training content as well as storyboards
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for electronic learning modules (WBT, CBT, eLearning) for New Employee Onboarding and
Orientation, OSHA, Human Resources, and organization specific systems and tools
Project Lead for implementation of Learning Management System for over 2,500 employees
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through the United States and Canada with the responsibility of updating existing content in addition
to the development of new content based on the needs of the customer, creation and push of reports
to customers, record scrubbing, creation and maintenance of career development and learning paths,
import of new training programs and catalogs, contract negotiation
Interview subject-matter experts and clients to collect necessary information to design and develop
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blended education solutions
Conceptualize and develop evaluation measures including knowledge checks, course evaluations
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and tests
Participate in content review, revision and sign-off cycles
•
Conduct training in a variety of formats to meet the needs of the organization (train-the-trainer,
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classroom, coaching, etc.)
Provide application knowledge, methodology expertise and/or industry knowledge
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Build and maintain client relationships by consistently delivering exceptional service and exceeding
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expectations
Status reporting, issue identification, problem solving
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Sequent – Ascena Global Sourcing/Tween Brands August 2014 – November 2014
Instructional Designer - Consultant
New Albany, OH
1 Pamela Perry
Documentation, testing and training of TradeStone implementation
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Plan, design, develop, organize, write and edit instructor-led training content as well as storyboards
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for instructor led training
Conduct training needs assessments and develop course objectives and design plan based on
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assessment results
Interview subject-matter experts and clients to collect necessary information to design and develop
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instructor led training, training guides, job aids and resources
Conceptualize and develop evaluation measures including knowledge checks, course evaluations and
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tests
Assisted in development of OmniChannel strategy and customer base
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Lead and document User Acceptance Testing
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Provide application knowledge, methodology expertise and/or industry knowledge
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Build and maintain client relationships by consistently delivering exceptional service and exceeding
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expectations
Status reporting, issue identification, problem solving
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Sequent – American Eagle Outfitters July 2014 – August 2014
Instructional Designer - Consultant
Pittsburgh, PA
Documentation, testing and training of new supply chain software JDA for large national retail chain
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Plan, design, develop, organize, write and edit instructor-led training content as well as storyboards
•
for instructor led training
Conduct training needs assessments and develop course objectives and design plan based on
•
assessment results
Interview subject-matter experts and clients to collect necessary information to design and develop
•
instructor led training, training guides, job aids and resources
Conceptualize and develop evaluation measures including knowledge checks, course evaluations and
•
tests
Lead and document User Acceptance Testing
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Development of OmniChannel implementation for the various markets of AEO
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Provide application knowledge, methodology expertise and/or industry knowledge
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Build and maintain client relationships by consistently delivering exceptional service and exceeding
•
expectations
Status reporting, issue identification, problem solving
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Affinion Group October 2013 – June 2014
ELearning/Instructional Designer/LMS Administrator
Westerville, OH
Responsible for creating classroom and online courses for national and international customers
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including client specific software, soft skills and customer service
Converts existing electronic, print based and classroom held training into meaningful multimedia
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courseware
Instrumental in development of OmniChannel strategy for launch of new product for major retailer
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2 Pamela Perry
Analyzes, designs, develops, and implements classroom and eLearning solutions using instructional
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system design principles and adult learning theory
Designs and develops eLearning content including learning objectives, simulation scenarios,
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graphical art/media, and valid/reliable assessments
Researches, evaluates, recommends, and assists with development of off the shelf and custom
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eLearning courses
Administer, track, and report all classroom and online/CBT training, including analyzing and
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reporting on evaluations, relevant course descriptions and schedules, audience rosters, learning plans
based on job descriptions
Daily maintenance and management of Taleo Learning Management System
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Design and develop HTML content
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Identifies and employs best practices for the design, development and implementation of classroom
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and eLearning
Abreon – USAA February 2013 – July 2013
Instructional Designer-Consultant
San Antonio, TX/Phoenix, AZ
Create and implement custom education program for one of the world’s largest banking institutions
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demonstrating knowledge of Adult Learning Principles and incorporating best practice delivery
technique
Plan, design, develop, organize, write and edit instructor-led training content as well as storyboards
•
for electronic learning modules (WBT, CBT, eLearning) for banking and credit products
Conduct training needs assessments and develop course objectives and design plan based on
•
assessment results
Interview subject-matter experts and clients to collect necessary information to design and develop
•
blended education solutions
Conceptualize and develop evaluation measures including knowledge checks, course evaluations
•
and tests
Participate in content review, revision and sign-off cycles
•
Conduct training in a variety of formats to meet the needs of the organization (train-the-trainer,
•
classroom, coaching, etc.)
Provide application knowledge, methodology expertise and/or industry knowledge
•
Build and maintain client relationships by consistently delivering exceptional service and exceeding
•
expectations
Status reporting, issue identification, problem solving
•
National Church Residences May 2011- February 2013
Education Manager
eLearning/Instructional Designer
Upper Arlington, OH
Learning Management System Administrator for over 4,000 users with the responsibility of updating
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existing content in addition to the development of new content based on the needs of the customer,
creation and push of reports to customers, record scrubbing, creation and maintenance of career
development and learning paths, import of new training programs and catalogs, contract negotiation
3 Pamela Perry
Project Management for implementation of new learning management system: contract negotiation
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for new LMS and courseware for LMS for over 4,000 employees according to competency
expectation and job profiles, partnered with Human Resource, IT, and Compliance Divisions to
ensure system and content met the needs of the customer
Project Manager for implementation of new branding initiative including creating classroom training
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based on needs assessments, audience analysis, development of course content, leading classroom
and online training via Adobe Connect, tracking training through LMS, evaluations and feedback
reports to stakeholders
Oversees the design, development, implementation and evaluation of employee training programs
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and solutions (both classroom and on-line and mobile) for all stakeholders
Conduct various analyses (e.g., performance, task, content, skill gap, etc.) to identify function-
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specific and technical training requirements, provide solutions including project plans, R.O.I.,
marketing plans and project management
Developed and maintained job profiles and mapping competencies to content, assignments of
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coursework based on competency and job description in LMS, learning plans, training gap analysis,
and learning paths
Oversee customer support center for over 1,400 employees for use of learning management system,
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establishing goals, deadlines and support for management team and stakeholders
Project Manager for on-boarding of new Health Care employees providing analysis of existing
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programs and providing solutions for process and team challenges
Daymar College January 2010-May 2011
Campus Director/Adjunct Instructor
Chillicothe/Lancaster, OH
• Oversees and directs all campus activities to ensure the campus meets annual performance and financial
goals, and ensures that the campus complies with accreditation and regulatory other requirements
• Directs all activities related to day-to-day supervision and associate development to ensure quality service to
all students communication, teamwork and involvement to maintain or enhance student learning and
continuously improve the overall quality and processes within Academic programs
• Ensures that the college maintains its image as a good corporate citizen in the community and keeps abreast
of community events that could impact the college
• Prepare reviews and make recommendations for hiring, firing and promotions
• Analyze and audit pay practices by payroll area and identifies errors of conditions that may be in violation of
payroll/personnel policies and government regulations
• Prepare and administer campus annual budget including capital improvements, campus improvement, hiring,
promotions, admissions and marketing
• Instructor for the following courses: English, Business Ethics, Business Communications, Interpersonal
Communication, Accounting I, Creative Writing, and Beginning Composition, Sales and Retail Management,
Marketing
• Classroom led instruction – teaching courses as scheduled and in accordance with currently approved course
description, outline, syllabus and procedures
• Assist in creation and maintenance of instructional material
• Utilize appropriate assessment techniques to measure student performance, communicate progress to students
and senior management, in a timely manner
• Provide professional and appropriate feedback to students, faculty and senior leadership
Premier Image Consultants 2009 – Present
4 Pamela Perry
President
• Assessment, development, design and implementation of business soft skills training for staff to meet those
organizational deficiencies. Training developed is both instructor led training with creation of train the trainer
packet for the organization in addition to eLearning with the use of Articulate, Storyline 2 and Captivate
• Organizational website development based upon customer/client needs – meeting with business owners,
developing business plan, conducting status reports and project plans, implementation of website with use of
various web-design tools
Department of Administrative Services September 2007 – August 2009
Management Analyst Supervisor 2
Columbus, OH
• Management, administration and daily maintenance of benefits for over 52,000 employees
• Benefits Administration HCM (Human Capital Management) Manager creating functional designs and
benefits configurations for benefits in compliance with five contracts, state laws, policies, and court
determinations
• Led multiple teams of business members, research and analyze business requirements and processes to create
detailed plans to map functional needs and implementation for multiple PeopleSoft Benefits Administration
modules
• Conduct quality assurance activities. Provide input, feedback, and recommendations as it pertains to Benefits
Administration. Conduct review meetings with project team members, subject matter experts, business
partners, solution architects, and leadership team
• Led benefits HCM team engaged in day to day operational support, maintenance, upgrades and
implementation, working hand in hand with benefits functional team
• Facilitate discussions and provide solutions for broad range of users, customers, and peers to gather and
document enhancements, requirements and specifications
• Worked with team to design and setup benefits programs and components (e.g. benefits plans, rates,
deductions, calculation rules
• Designed and developed eligibility and event rules based on contract specifications
• Worked with team to analyze, design test, and provide production support to other functional modules for
HR, payroll, time and labor
• Documented Benefits Administration and eBenefits for employees and administrative staff
• Documented and delivered training for new and modified existing enrollment and confirmation statements
and use of Benefits Module
• Provide functional and technical support to state agencies for PeopleSoft enhancements
• Provide on-call production support as required
• Manager of HCM Benefits Team and HCM Customer Service Call Center Team promoting collaboration and
a team atmosphere across the division and the extended agencies
• Training/mentoring new staff with on the job coaching and classroom based training based upon the needs of
the division, work breakdown structure, the strategy of the division and needs of the customer to improve
productivity, enable better decision making and optimize the skills of the employees
• Developed development plans, job analysis, training needs assessments, developed and implemented learning
plans for HCM Customer Service and HCM Benefits teams
• Assessment, development, design, implementation and evaluation of training materials for state agencies and
staff for use of PeopleSoft HCM Benefits Module, providing classroom based training, user guides and
student on-line PowerPoint tutorials for quick and easy use on the job
• Enterprise-wide training both classroom and eLearning for policy and contract changes with the use of
PowerPoint and PeopleSoft UPK and project manager for division internet site using Dreamweaver
5 Pamela Perry
Ohio Department of Taxation – Employee Development & Training March 2003- August 2007
Management Analyst Supervisor 1
Columbus, OH
• SAP Implementation Team: assisted in creation, direction, and implementation for State of Ohio SAP for
Finance and Human Capital Management.
• SAP rollout utilizing blended learning : eLearning, reference documentation, job aids, Power User training
and expectations
• Create on-line training (eLearning) and policy guidance with use of Captivate, RoboDemo and Dreamweaver
determined by the feedback from performance consultations with management teams, launching training
through the agencies Learning Management System which tracked attempts, time logged on to eLearning and
testing knowledge transfer of eLearning to employee using the goals and objectives established for each
course
• Project Manager for Community Outreach Programs: formulate and implement guidelines, budgets, needs
and procedures for a variety of agency employee development programs (Health and Wellness Campaigns,
Combined Charitable Campaign, Adopt a Family, School Supply Drive, Mentoring, Tutoring, off-site
computer skills training)
• Lead training developer, strategic planning, organizational development and facilitator for various employee
and leadership training programs such as Effective Speeches and Presentations, Conflict Resolution, Dealing
with Difficult People, Customer Service, The Art of Leadership, Ethical Decision Making, Stress
Management, Project Management
• Implementation of new learning management system for over 1,600 employees nationwide: developed job
profiles, mapped training to job profiles, developed learning plans with partnership of OCSEA and HR,
performed training gap analysis to discover training needs, contact negotiation for LMS and training content
• Project Manager for division intranet sites using Dreamweaver and Contribute meeting with divisions to
determine needs, developing storyboards and presentations to division management staff, approvals, site
creation, reviews, approvals and push into production
• Internal Auditor for the Ohio Department of Taxation – creating and enforcing policies and procedures as it
applies to use of software, internet, cash reconciliation, I.A.C.P. program manager for the Ohio Department of
Taxation
• Project Manager for Continuing Legal Education Seminars, Institute for Professionals in Taxation conference,
Senior Leadership Conference, CALEA Accreditation, annual I.A.C.P. Certification
SOFTWARE EXPERIENCE
Extensive experience with Macromedia Contribute, Articulate (Engage, Presenter, Quizmaker, Storyline 2), Flash,
Camtasia, Snap-It, Lectora, Adobe Captivate, EKP – Learning Management System, Care2Learn Learning
Management System, Taleo, Dreamweaver, InDesign, Lotus Notes, SumTotal (Pathlore) Learning Management
System, Adobe Photoshop, TradeStone, SAP, PeopleSoft Enterprise Applications, Customer Relationship
Management, Microsoft Project, SurfControl, Adobe Professional, MS Office Suite at the advanced level, COBRA
Travis, Winsock 3270, CCMIS, PS Query, UltiPro, Performance Pro, Kronos, Yardi, Buildium, iCIMS, SharePoint,
JDA, Visio, and Crystal Reports
6 Pamela Perry
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