Instructional Designer

Tamara L. Peters 623-***-****

***** *. *** ********** **. Waddell, AZ 85355 ******.******@*****.***

Professional Profile

Twenty-eight years of experience in several different aspects of Training Technology that includes classroom instruction and syllabi development: course writing, objectives and test writing, courseware development and test analysis. I’m well versed in all aspects of the Instructional Systems Development / Design (ISD) methodology using the ADDIE Model and e-learning methodology. I possess strong written communication, verbal communication, leadership abilities, interpersonal and presentation skills as well as being detail oriented and a creative problem solver; I can translate concepts and information into images.

Expert with MS Word, PowerPoint, Project and Publisher. Also, proficient with Adobe Authorware, Articulate Storyline, Captivate, InDesign, Avaya phone systems, Visio and Salesforce software. Trained in Agile methodologies. Developmental Dimensions International (DDI) certified.

Professional Experience

American Express (11-month contract)

2/16 – 12/16

Lead Instructional Design Consultant

Job summary: Instructional designer providing consulting services to American Express. Work with SMEs to develop a Boot-Up program for new-hire Engineers.

Responsibilities:

Used ADDIE process to:

oAnalyze requirements for new hires

oDevelop course objectives

oCreate course content

oDevelop Pre-and Post-assessments

oDevelop course and program evaluations

Created course story-board for 3 3-week classes, running simultaneously in AZ, NY and FL

Project managed instructors, calendar, virtual classes and all logistics of classes

Instruct AZ class

Tools used for development:

MS Word

MS Excel

MS PowerPoint

Intel (4-month contract)

10/15 – 1/16

Instructional Design Consultant

Job summary: Instructional designer providing consulting services to Intel. Work with SMEs to ensure that course requirements follow the ADDIE process and "drop" course into Captivate to run as an e-learning program.

Responsibilities:

Used the ADDIE process to:

oDevelop learning objectives with Subject Matter Experts (SMEs)

oDevelop test questions for interactive presentations

Demonstrated leadership in project management

Identified customer needs and gaps related to learning and recommend solutions

Tools used for development:

MS Word

MS Excel

MS PowerPoint

Captivate 8

New York Stock Exchange (NYSE) Governance Services, Phoenix, AZ

07/2013 – 03/15

Instructional Designer

Job summary: Instructional designer providing e-learning to Fortune 500 companies. Left company because NYSE closed Phoenix office. Worked "on-call" through November 2015.

Achievements

Developed and designed 37 custom courses for Fortune 200 companies that are currently still in use using the ADDIE process

Mentored personnel in writing, editing, creating reports and instructional design techniques resulting in improved methods

Lead team member for Express Edits – a fast turnaround procedure for client request

Assisted in setting up Agile method of creating courseware by removing an outdated process saving three weeks in turnaround time

Assisted in creating and maintaining Kanban board for team transparency

Responsibilities

Write accurate and high quality courseware

Work closely with client or Subject Matter Expert (SME) to determine course content and structure

Performs edits of scripts, related documentation, and on-screen text

Ensures quality of grammar, spelling, tone and voice, flow, style and sound instructional design

Assess and accepts or rejects edits based on client or SME requirements

Creates Master scripts, narration, translation, and client-review scripts as needed

Help develop, support, and implement editorial guidelines and procedures for others

Works with other team members to ensure timely delivery of high-quality documentation

70% instructional design, 20% training, 10% management

Tools used for development:

MS Word

MS Excel

MS PowerPoint

Proprietary LMS

Captivate 6

First American Home Buyers Protection Warranty, Phoenix, AZ

01/2010 – 01/2011

Call Center Trainer

Job summary: Call center trainer, only stayed a year due to family health issues on the east coast – spent over two years providing health care.

Achievements

Created formalized process and paperwork for counseling students

Using the ADDIE process:

oRewrote “Introduction to First American” slide show

oRewrote tests given after each block of instruction

Learned all materials used and taught first class within 2 months of hire

Handled supervisor phone calls

Responsibilities

Deliver customized service training (customer service, claims resolution and authorizations) for up to 50 students

Ensure new hires smoothly transition from classroom to call center floor

Track and maintain records of student attendance, test scores, etc.

Give written and verbal counseling for attendance issues

Provide counseling as needed for classroom improvement

Develop soft skills training for additional training opportunities

Support Quality Assurance supervisors / managers with training issues

Train use of Salesforce

10% instructional design, 60% training, 30% management

Tools used for development:

MS Word

MS Excel

MS PowerPoint

Avaya phone system

Proprietary systems

National Bank of Arizona, Phoenix, AZ

08/2007 – 02/2009

Learning Manager / Instructional Designer

Job summary: Hired as Instructional Designer, promoted to Learning Manger six months into the position. In 2009 because of the great recession, my position was eliminated.

Achievements

Using the ADDIE process:

oCreated new Teller Step-UP program, allowing tellers to use job experience and training to increase their position and monetary remuneration every six months resulting in an overall increase in retention

Developed all materials involved in promoting three campaigns bringing new money into the bank (training and customer materials; instructor guide, participant guide, PowerPoint and handouts). Each campaign resulted in several million in new deposits

Branded all training materials creating an image easily recognized by employees – branding adapted by other areas of the bank

Stream lined all development processes and time requirements by implementing checklist and templates

Responsibilities

Assess training needs for 1200 people and incorporate into affiliate bank trainings

Perform as Lead Instructional Designer; create ILT and Web-based (Captivate and Articulate) training classes utilizing storyboarding and the Plateau Learning Management System (LMS)

Design and deliver bank-wide surveys

Design and deliver written and practical exams via paper and LMS

Facilitate instructor-led management classes

Facilitate weekly Orientation class via webinar

Facilitate HR updates via webinar

Facilitate branch specific sales classes via Instructor-lead and webinar

Manage (hire, release, development plans and performance reports) and mentor team of three full-time trainers / instructional designers

Schedule and assign facilitation duties

Oversee 4 Regional Facilitators – part-time trainers

Manage trainer’s schedules and instructional design projects using Microsoft Project

Mentor trainers in Instructional Design

40% instructional design, 20% training, 40% management

Tools used for development:

MS Word

MS Excel

MS PowerPoint

MS Publisher

Captivate 3

Articulate Storyline

Plateau LMS

Adobe InDesign

Arizona State Credit Union, Phoenix, AZ

07/2006 – 08/2007

Sr. Trainer / Instructional Designer

Job summary: Delivered training and provided instructional design. Recruited out by National Bank of Arizona.

Achievements

Initiated Teller Mentor Program increasing retention and ensuring new tellers trained quicker and more efficiently.

Re accomplished New Associate Orientation – updating, modernizing and branding to increase student retention

Branded all training materials for easy recognition by credit union employees – credit union also adopted the branding

Taught Development Dimensions International (DDI) foundation courses to over 200 personnel allowing all credit union associates the opportunity to learn basic management skills

Responsibilities

Perform leadership role in assessment of training needs

Facilitate classes

Perform as only Instructional Design

Administer written and practical exams

Prepare appraisals to evaluate trainees’ performance

60% instructional design, 40% training

Tools used for development:

MS Word

MS PowerPoint

MS Publisher

Merchants Information Solutions, Inc., Phoenix, AZ

10/2004 – 09/2005

HR Advisor ( Sr. Trainer) – Training Development

Job summary: Small company that wanted to try and develop a training department. Decided at the year mark that the company just wasn't large enough to sustain a trainer. Job eliminated.

Achievements

Developed and presented HR required classes, Diversity, Preventing Sexual Harassment, Basic Employment Law, and Ergonomics; facilitator / student guides, handouts and PowerPoint presentations for up to 100 students

Developed and facilitated a six-module sales training class to include facilitator and student guides, PowerPoint presentation and handouts

Created first companywide new-hire orientation checklist

Developed company Mission Statement and goals

Produced company newsletter on a quarterly basis

Responsibilities

Assess and determine organizational development and training needs for business units

Design and deliver training programs that address training needs of the organization as it pertained to Sales, Marketing, Customer Service and Orientation

Foster a company environment that’s committed to training and developing its people

Assist HR Vice-president in conducting talent and skills inventory

Create and maintain training records

60% instructional design, 40% training

Tools used for development:

MS Word

MS PowerPoint

MS Publisher

Arizona Department of Juvenile Corrections, Phoenix, AZ

11/2002 – 10/2004

Training Officer III

Job summary: Hired as a Training Officer II and promoted after a year to Training Officer III. Recruited out by Merchants Information Solutions.

Achievements

Revised and facilitated HR standard classes: two Employment Law classes, Diversity, Preventing Sexual Harassment for Employees, Managing a Sexual Harassment Free Workplace for supervisory staff, Safety and Workman’s Compensation Laws for up to 100 students

Re accomplished the Performance Management curriculum – updating and adding information ensuring compliance with policy by supervisory staff

Within first six months established as “best” trainer at ADJC per survey results, thus increasing class size and student retention

Developed four MS Word classes, to be used either self-paced, Instructor-led, or web-based enabling a smoother transition from Word Perfect to Word

Responsibilities

Supervise training staff, confer with line and staff officials concerning training needs and establish a total staff training and development plan

Supervise research and modify or develop improved training strategies and methods

Develop training manuals, acquisition and use of audiovisual equipment, handbooks and other training materials

Prepare reports of training for administrative review

Plan, organize and coordinate execution of training programs

Manage (hire, release, development plans and performance reports) and mentor two full-time trainers / instructional designers

70% instructional design, 20% training, 10% management

Tools used for development:

MS Word

MS PowerPoint

MS Publisher

Radiant Knowledge Systems, Inc., Bracknell UK (Phoenix based)

11/2000 – 01/2002

Consultant / Instructional Design

Job summary: Provided instructional design and project management. Company went out of business.

Achievements

As team lead / member contributed to the development of a Worldwide Selling Effectiveness Program for major IT Company thereby increasing business effectiveness by connecting Sales people with the vast array of business-critical tools, information and processes they needed

Evaluated and selected vendors for the development of course materials while managing those relationships through implementation

Provided e-learning support services during sales and business development cycles, ensured training was ready when new products or processes were made available

Provided e-learning support services during sales and business development cycles, ensured training was ready when new products or processes were initiated

Responsibilities

Develop certification exams and assessments for high technology clients

Develop curriculum frameworks as project manager for curriculum development activities

Monitor metrics and timelines in the development of learning and e-learning programs

Use training technology subject matter expertise in the design and development of global training course materials

Project Manager for team of 5 to 15: front-line staff through PhDs

Ensured that developed courseware supported performance objectives and were instructionally sound

70% instructional design, 30% management

Tools used for development:

MS Word

MS PowerPoint

MS Publisher

MS Visio

MS Project

Adobe Authorware

United States Air Force (Retired)

Jun 1984 – Jan 2000

Supervisor / Instructional Designer

Achievements

Author, functional expert and team leader of squadron’s training quality process action team which resulted in a customer driven training plan used as a benchmark for 15 sister squadrons throughout the 621st Air Mobility Support Group’s European theater

Managed a budget exceeding $200,000 for annual and special training needs Procured, scheduled and hosted three Air Force Specialty Mobile Training teams and one C-5 Galaxy ground “trainer” which allowed 143 personnel to receive training and saved thousands of dollars in Temporary Deployment (TDY) costs

Designed and implemented self-assessment program to ensure training records complied with Air Force Career Field Education Training Plans by authoring 5 lesson plans and reviewing over 500 records

Taught the Air Force Training Course to 300 plus personnel within a 16-month time frame creating a strong base of qualified trainers

Constructed a unit job qualification standard identifying 89 tasks not covered in USAF training regulations allowing for training on all required tasks

Designed an Access database to track individual training and moved over 700 paper training records to the newly designed data base-ensuring personnel weren’t “missed” when training opportunities arose

Taught Instructional Systems Design (ISD) (previous to ADDIE process) course to pilot instructors ensuring the correct use of training materials

Responsibilities

Developed, maintained, analyzed and evaluated the operations training of Air Combat Command (ACC) formal courses for air weapons controllers, F-15 pilots and wing instructors

Applied the Instructional Systems Development (ISD) process for these ACC courses including development of syllabi, study guides, reference texts, lesson plans and tests

Served as primary instructor for an Academic Instructor Course and Operations Training Development Course. Performed instructor certification for all instructors

Manage (hire, fire, development plans and performance reports and awards) teams of 5 to 15 trainers / instructional designers

50% instructional design, 20% training, 30% management

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