Instructional Designer Project Management

CHARISSE L. LLOYD

Pompano Beach 954-***-**** ad5nb4@r.postjobfree.com

Instructional Designer

SUMMARY OF QUALIFICATIONS

• Created processes and procedures for storyboarding, developing, and designing simulations.

• Knowledge of the Adult Learning Theory and related Design theories and principles.

• Excellent Adobe Photoshop.

EDUCATION

Florida Atlantic University, (08/1988-05/1992) Boca Raton, FL. Bachelor of Arts and Humanities

University of Phoenix, (09/2012 – 08/2014) Degree: MBA with a concentration in Project Management

PROFESSIONAL EXPERIENCE

ARC Broward, Training Specialist (06/2023 – Current)

Responsible for creating and training internal and external employees.

Create and update current material.

Train Certificate programs

AT&T, Inc. Senior Training Manger of Design (04/2017 – 01/2023)

Responsible for the design, development and maintenance of instructional training materials. Completed elements of graphic design, branding and support of multimedia learning solutions

Created outlines and organized information discovered from intake calls with stakeholders.

Obtained live account access in order to capture and manipulate images for simulations.

Assist new members of the team and organization with learning skills required for end-to-end simulation development.

Always willing to test and try new techniques to improve the process or overall flow of a project.

AT&T, Inc Senior Training Manager of Delivery: Call Center (03/2015 - 04/2017)

Delivered training materials to internal and external clients for TU. Worked closely with Design on pilot programs and training suggestions and conducted many train the trainer sessions for various topics.

·Delivered impeccable results with classes from all lines of business. Was able to quickly and easily pivot to new topics and types of trainings and travel on demand to meet the needs of the business.

·Tasked to open new support centers and train in Strategic Partner centers due to an extensive knowledge of co-employment rules.

·Mastery Series completed for Managers and Representatives.

·Responsible for Android and Apple certifications for all Mobility Technical Support Trainers.

·Conducted New Hire Training and existing representatives with ongoing initiatives.

·Certification: Greenbelt Six Sigma (2015)

AT&T, Inc. Senior Training Manager of Retail (01/2008 – 3/2015)

Delivered training materials to internal for TU.

·Cross trained in Advanced Technical Support.

·Selected to facilitate Management courses, courses rolling out to new structure in some Retail locations.

·Brought real life experiences into the classroom in order to help them grasp and understand the material from being a Store Manager.

·Displayed integrity and honesty in my role and thought through challenges that came up.

·Delivered Leaders as Coaches for Area Retail Sales Managers, Managers, and Assistant Manager's.

Cingular Wireless / AT&T, Retail Store Manager (02/2004 – 01/2008)

Served as a manager over sales support staff and retail sales consultants.

·Interviewed, hired, coached, and motivated employees.

·Nightly deposits, cash handling, inventory, and filed daily paperwork.

·Handled customer escalations and employee issues.

·Observed 3 representatives per month

·Handled any escalations, emails and store issues when ARSM was on vacation.

Cingular Wireless, Assistant Retail Manager (07/2003 – 02/2004)

Served as an assistant to the store manager over sales support staff and retail sales consultants.

·Interviewed, hired, coached, and motivated employees.

·Nightly deposits, cash handling, inventory, and filed daily paperwork.

·Handled customer escalations and employee issues.

·Observed 3 representatives per month

·Handled any escalations, emails and store issues when ARSM was on vacation.

Washington Mutual, Loan Specialist II (12/2002 - 06/2003)

·Responded to and resolved simple to mid –range research inquiries.

·Composed professional business letters in response to written or verbal customer inquiries.

·Continued to learn of all departmental procedures for resolving issues.

·Managed a heavy task inventory.

BellSouth Mobility, Customer Service Operations Assistant Manager (11/1997- 12/2002)

Served as an assistant to the Call Center Manager in Customer Service over customer service agents.

·Handled inbound calls related to service and equipment.

·Handled billing inquiries, disputes, questions regarding local coverage area and roaming issues.

·Accountable for handling escalation issues on my team.

·Assisted other departments by handling inbound calls for them.

·Coached new hires and created a Customer Service Manual.

·Trained other departments in Customer Service.

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