Customer Service Sales
Resume:
JODY MITCHELL
********@*****.***
SUMMARY
Creative, detail-oriented, efficient, and effective instructional designer who continually exceeds customer expectations. Highly proficient in organizational facilitation and team communication. Superb at managing content and implementation
of work procedures including researching, assessing, designing, implementing, evaluating, and administering corporate training programs. Seeking full time employment in the Metropolitan Detroit area.
EDUCATION
• Online Teacher Certification, Educational Technology Organization of Michigan (ETOM)
• M.Ed., Wayne State University; Detroit, MI; Instructional Technology (Magna cum Laude)
• B.A. Education, University of Michigan; Ann Arbor, MI (Magna cum Laude)
WORK HISTORY
• August 2014 – August 2014
Contracted by the Innovative Learning Group to create design documents for three courses for Lowe’s. These eCourses are being designed to improve the level of engagement in safety and enhance the safety culture at all stores.
• May 2014 – August 2014
Contracted by the Innovative Learning Group to design a Fuel Spill Prevention and Response certification performance-based course for Meijer, Inc. Target audience consists of 3,000 employees at gas stations and distribution and manufacturing facilities.
• December 2013 – March 2014
Contracted by the Innovative Learning Group as an on-site LMS Administrator for Comerica’s Corporate Learning’s 2014 required training courses. Ninety courses were updated, verified, and tested for functionality prior to loading onto the LMS. In addition, conducted course version control for the eContent Management System.
• April 2011 – May 2013
Contracted by United Information Technologies to work in a dual role as a designer (developing initial training courses for new sales representatives working at small business centers in AT&T’s national regions) and as a supervisor (working with a small team of developers who are upgrading business-as-usual course materials and
migrating them to new server sites). Design focused on engaging sales representatives in learning process and providing information that helped them increase integration of sales techniques into customer service. Supervision focused on efficient curriculum sequencing, optimization of support materials, and coordination of teams with
managers and supervisors in each region.
• August 2010
Contracted by i3Logic to work with ACS Technologies to design and develop computer-based scenario course exam on Trusts and Estates for newly-hired agents in the Internal Revenue Service.
• June 2010
Contracted by i3Logic to work with Skillsoft and CSC to develop process designs including analysis and development of computer-based training courses supporting Tier-1 company initiatives to dramatically reduce the
Days Sales Outstanding (DSO) measure for Project Managers and Project Control Officers.
• September 2009
Contracted by i3Logic to convert PowerPoint presentations into instructor-led International Tax courses to eLearning for Deloitte CPAs.
• August 2009 / Technical Writer/Consultant / Emergent Systems
Coordinated a Request for Procurement (RFP) response issued to the U.S. Air Force. Assignment included review of the RFP and coordination of the input of Emergent Systems subject matter experts in Air Force prescribed formats. Corporate capabilities were detailed, packaged, and submitted in a timely fashion.
• April 2008 – May 2009
Contracted by United Information Technologies to design and develop instructor-led course material for AT&T Small Business sales representatives training. Employed front-end and needs analysis skills to work with subject matter experts (SMEs) and recommend strategies to meet project needs. Coordinated development of instructor-led
materials with developers of related web-based training, organizational strategies, and documented editing. Successfully managed multiple projects in ambiguous, evolving atmosphere, including coordinating SMEs in three different time zones, and directing training to a variety of audiences. Completed initial assignment three months ahead of schedule, saving AT&T money.
• October 2006 - July 2007 / Ardent Learning, Inc.
Researched, designed and developed a variety of Ford Customer Service Division computer-based courses for dealership sales representatives including introduction of the SYNC voice-activated blue-tooth system, introduction of the new 6.4L diesel engine, and Lead Management (managing online sales leads). Also designed an instructor-led course required for all Ford Wholesale Parts Managers.
• April – September 2006
Contracted by i3Logic and Beyond Expectations, Inc. to design and develop four interactive computer-based courses for Pfizer World Headquarters in New York on global management of clinical study documentation.
• May 2005
Contracted by Jawood to work on site at Raytheon Professional Services to work with a newly created team of designers to develop a 40-hour instructor-led training course in six weeks for General Electric Financial Services front line customer service representatives.
• September 2006
Contracted by Jawood to work on site at Raytheon Professional Services to designed highly interactive Saab
Communication Systems (electrical systems diagnoses) online course for General Motors technicians.
• February 2006
Contracted by Jawood to work on site at Raytheon Professional Services to create and implement an instructor-led comprehensive brake diagnoses hands-on course for ACDelco technicians.
• July 2004 – May 2005
As an employee of The Emdicium Group, Inc., partnered with legal department to design and develop interactive computer-based training on business compliance (the Truth in Lending Act, the Truth in Leasing Act, Ethics, and Benchmarking) for all DaimlerChrylser Finance employees.
• May - September 2002 / Beyond Expectations, Inc.
Researched, analyzed, designed, developed, and evaluated interactive computer-based training on the
American Disabilities Act. Created learning maps and employee competencies for financial institution. Managed training for the Ford Motor Company’s F@ST (Financials @ the Speed of Thought) re-engineering
project. Provided coordination, documentation, implementation, and evaluation of instructor-led and online
self-paced learning opportunities.
COMPUTER SKILLS
• Microsoft Office Suite: Word, PowerPoint, Excel, Access; SnagIt; Visio; Dreamweaver; FileNet Content Manager; Blackboard (expert)
Captivate, Photoshop, Flash, Lectora, HTML, Cornerstone LMS (proficient)
RELATED EXPERIENCE
• Vice President of Member Services, International Society for Performance Improvement (ISPI) MI Chapter (3 years)
• Management of all program-related training, coordinator of special corporate events and programs administration
for Corporate Offices of Metropolitan Detroit YMCA including Director of Metropolitan Detroit YMCA Women’s Wellness Getaway, and Supervisor of Annual Metropolitan Detroit YMCA Minority Achiever’s Luncheon (6 years)
• Member and Executive Board Member of City of Huntington Woods, Volunteer Fire Company (18 years)
AWARDS
• Elected to Pi Lambda Theta (selective national honor society of educators) by the University of Michigan Education
faculty
• Honored with a Special Tribute by the State of Michigan for 18 years contributions and participation in the Child and
Family Services Operation Good Cheer program
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