Customer Service Training

Phone: 817-***-**** Terri Greig Email: **********@*******.***

Objective

Instructional Design, E-Learning, and LMS/CMS Content Management

Expertise

Professional Instructional Designer and E-Learning Developer with extensive experience creating performance and competency based customer, employee and senior management blended training for a variety of courses and software applications including HR, IT, customer service, sales and other department and business channels seeking a positive work environment. I am highly knowledgeable in the Instructional Design processes for training analysis, gap analysis, design, development, implementation and evaluation. Accomplished in designing student and instructor user guides, policies & procedures, business and technical requirements for instructor led, virtual and web based training courses. I believe in making the adult learning process, fun, engaging and meaningful by using role-plays, scenarios, games and assessments.

Strong technical writing, presentation and facilitation skills, project management experience, and employee development experience.

Consistently managed, met and exceeded project and budget goals while maintaining a highly successful training team.

Use of ADDIE, Mager (CRI), SAM, Kirkpatrick and 360 Instructional Design using Key Performance Indicators based learning and training development with SMART objectives to meet desired business needs.

Analyzed and created training and technical documentation for blended ILT, web-based, and virtual webinars training for various corporate initiatives and specific departmental training needs.

Strong, effective departmental relationships and communication with SMEs.

Experienced in Internet/Intranet development tools including Microsoft SharePoint, HTML, XML, RoboHelp, Jive, Drupal, Dreamweaver, WebEx GoToMeeting and other Internet products.

Successful planning of competency based learning, development, testing and evaluation of training programs and initiatives for both employee and executive leadership development.

Designed, developed, implemented and maintained over 100 custom eLearning courses with system simulations as well as LMS configuration and management.

Education

Graduate: University of Dallas, Irving, Texas – 17 hours towards MBA

BBA Management: Texas A&M University, College Station, Texas

Course Emphasis: Management Information Systems, Marketing and Communications, Organizational Behavior and Personnel Management, Systems Design and Computer Concepts

Software

All Microsoft Office software up to version 2016 Word, Publisher, Excel, PowerPoint, Outlook, Project and Visio

E-learning software including Adobe Creative Suite including Captivate, Presenter, Articulate Suite with Storyline, Lectora Professional Publishing Suite with both Online/Lectora Inspire, Saba Publisher, and SimWriter

Other multimedia applications including SnagIt, Photoshop, Flash, Adobe Premiere Elements video, and Adobe Audition audio editing software

Internet/Intranet development tools including HTML, Microsoft SharePoint, Jive, and Macromedia products

LMS and CMS systems including Cornerstone, GeoLearning, Healthstream, Moodle, Saba, SkillSoft, and SumTotal

Certifications/Associations

ATD – Association for Talent Development

Achieve Global certification for Leadership Development, Sales and Customer Service training

NAPW - The National Association of Professional Women

Salvation Army Volunteer

Experience

Self Employed – Training and Development Consultant March 2015 – present

Managed RoboHelp server installation, configuration, documentation and end user training for Children's Medical Center Magnet program. Designed and developed eLearning courses for City Electric Supply using Adobe Cloud with Captivate, Premier Pro and Audition for inventory management system, and facilitated blended ILT and WebEx webinars. Designed and developed eLearning courses based on job roles for multiple clients with updates based on implementation trainer and participant feedback. Supported and utilized various LMS systems including Moodle, SkillSoft, and SumTotal. Also updated call center blended training curriculum for Exeter Finance.

TrueBridge Resources (Cox Auto Manheim) – Senior Instructional Designer Nov 2014 – Feb 2015

Implemented new Product Training Team instructional design process and procedures for creating high quality, interactive instructor led training materials for new product launches for Manheim Auto auctions. Developed standards and templates for PowerPoint presentations, Instructor/ Participant guides, FAQs and other training materials. Also, designed and rolled out new corporate Intranet site (Jive) and SharePoint site for product training. Utilized WebEx and GoToMeeting for team meetings and Train the Trainer sessions.

Creative Circle – Instructional Designer Consultant Aug 2013 – June 2014

Created multiple online eLearning courses for companies such as Lennox (Storyline), Texas Health Resources (Captivate), and other consulting positions.

FIS Global for FDIC - Technical Writer Apr 2013 – Aug 2013

Worked with SMEs to develop Facilitator, Participant Guides and other job aids for ILT presentation and facilitation.

Carlson’s T.G.I. Friday’s - Instructional Designer Consultant Feb 2012 – Nov 2012

Developed online eLearning courses in Lectora and Captivate utilizing Cornerstone LMS.

Brinker International - Instructional Designer, Technical Writer Consultant Aug 2010 – May 2011

Developed technical documentation such as user guides, FAQs, job aids, and workflows. Documented SOPs for Accounting Department implementation of Aloha and MenuLink systems. Also, designed and implemented on-line RoboHelp system. Created online courses with Captivate and conducted virtual training. Assisted with LMS management on SumTotal.

United Surgical Partners International – Learning Technologies Manager Sept 2006 – April 2010

Responsible for creating, developing, and delivering various training courses including ILD and web based training using Saba and Captivate. Created and maintained over 40 custom web based courses delivered using Saba, Healthstream and Cornerstone LMS including corporate compliance programs.

Proactively designed, implemented, trained and managed Intranet site using Microsoft SharePoint 10.

Managed corporate document management library system including Policy & Procedure documents and updates.

Creating and updated web based training courses and online meeting presentations and webinars.

Worked on various projects including launching and managing over 160 newly-designed web sites.

TXU / CapGemini Energy – Instructional Design Consultant 2005 –2006

Conducted analysis, design, development, implementation and evaluation of training for client. Designed, developed and maintained eLearning courses using Adobe Captivate for SumTotal LMS. Responsible for management Intranet site for multiple call centers. Delivered training for Customer Care Advocates in a Call Centers using Achieve Global Certification for customer service and sales training.

Webster’s Ink 2002 - 2005

Owned and operated Webster’s Ink, a web design company for major clients and over 50 web sites. Designed, developed, and maintained local and international web sites. Experienced in HTML, XML, JavaScript and CGI.

Jones Day Reavis & Pogue – Instructional Design Consultant 2002 –2002

Developed training materials, manuals and quick reference guides as well as delivered local and international training courses for both Train the Trainer and end users. Trained legal staff on their iManage document management system for Asia and European offices.

Strasburger & Price and Locke, Liddell, Sapp – Instructional Design Consultant 2001 –2002

Developed and conducted technical training for attorneys in the Dallas/Ft Worth region. Designed and developed course curriculum, created technical documentation, administered training plans, and taught courses. Utilized SumTotal LMS to manage curriculum, schedules, and students for customized courses.

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