EXPERIENCED INSTRUCTIONAL DESIGNER AND FACILITATOR

LAURA DELL ANSON

SUMMARY

Creative instructional design and training professional with 5 plus years of experience authoring technical documentation for both internal and external customers. Resourceful leader with expertise developing training materials including outlines, detailed design, executive summaries, curriculums, training plans, simulators, playbooks, job aids, interactive animated video courses, eLearning courses and more. Passionate and driven top performing team member who brings new fresh ideas and willingness to take on any task and complete it with excellence and efficiency.

EXPERIENCE

Instructional Designer, 08/2016 – 09/2022

T-Mobile

Analysis and needs assessment to discover what objectives need to be fulfilled.

Design and Develop curriculum and learning materials to meet and exceed objectives.

Cross-functional Instructional design experience, having worked with CCLD, Inbound Telesales, Prepaid, global teams, and some projects to effect multiple LOBs.

Worked with CCLD in designing the Culture series. Designed the playbook format that ended up being used as an overall basis for the entire series.

Created Senior Expert Best of the Best Modernization four-part workshop starting with an overall analysis and needs assessment, then following through with an iterative process in design and development to exceed the expectations of our directors and stakeholders. Partnered with multiple SMEs for accuracy. Used Nexidia to research and locate call examples. Created engaging material using THRIVE and Vyond.

Partnered with PMs, a Senior ID and an ID peer to design and develop rules and a set up plan for an organized cross-functional curriculum email inbox to handle requests in a more efficient and effective way.

Collaborated with peer ID to redesign and develop Senior Expert Onboarding.

Assisted in converting Telesales curriculum into THRIVE, updating and adding materials using THRIVE, Storyline and Rise.

Made expert recommendations on best ways to path materials and am still in charge of all path maintenance, as well as keeping our Instructions schedules up to date.

Run successful project calls and TTTs.

Coached peer Interim IDs in time management, pathing, Articulate, Vyond, THRIVE workarounds, and overall design and development of courses.

Suggested and created a prep guide for Trainers that would include a one stop shop for overall course changes, providing our customer a quick way to see big changes as they come in.

Currently working as lead ID on Home Internet Sales materials to assist in a quick turnaround TEX pilot.

Successfully created work back schedules and training plans that fit the unique needs of each project.

Balance multiple projects at once, staying on schedule no matter what the workload requirements are.

Created partnerships with IDs, Senior IDs, LDMs, FLDCs, SPMs, PMs, Senior Managers and Directors for a network of resources.

Clips author account to move Telesales videos and manage them into playlists.

Created simulators and eLearnings in Articulate 360 Storyline and Rise.

I have created material from the ground up using both ADDIE and AGILE processes, have converted materials, updated materials, researched to find what is missing, researched to find where time can be reduced, researched to see where new verbiage can be added in such as intertwining Path to Resolution into Prepaid curriculum to better instill the methodology.

Experience in both being delegated tasks and completing them and gathering tasks and appropriately delegating them and following up on them.

Strength in Ideation, I bring creativity and fresh ideas to anything I do.

Strong attention to detail and accuracy

Trainer, 06/2010 – 08/2016

T-Mobile

Top performing Trainer on National and Global Scorecard, including number 1 team at both national and global level.

Ran the TEX startup for my call center, getting trained in all major LOBs. Onboarded L&D peers and site to TEX.

Created multiple continued education courses to assist in our site needs during TEX start up and throughout my training career.

Built a workshop on Culture and was asked to run all site leaders through it.

Seasoned facilitator, having trained General Care new hire, Tech Care new hire, Financial Care TEX conversion and TEX new hire, Retention TEX conversion and TEX new hire, Account Care TEX new hire and conversion, continued education courses, CRE continued education, Live Engage onboarding, Atlas onboarding and more.

Member of site Revenue team/Value Creation Team. As one of the longest standing members, I have been POC for the Value Creation Ambassador on more than one occasion. I have managed site projects and incentives from beginning to end to see our site become more and more engaged with Revenue. As the L&D member, I have always been in charge of designing and developing any revenue based continued education and job aids needed. Created a continuous incentive that the Value Creation Team can bring out any time to see immediate boost in participation.

Creator of our site mascot, which appears to have been adopted in more than one site, proving that every idea counts.

Created coaching to sales course for site leaders upon director request.

LDM POC

Built additional retention modules for our site L&D to improve new hire saves.

Built History of Rate Plans THRIVE course per Trainer and L&D manager request to assist with Billing lessons coming before rate plans. This made it easier for new hires to connect the dots in the billing lessons and ask more productive questions, helping Trainers be more efficient through training billing.

Assisted with hiring process by running interviews and providing recommendations as needed.

Provided assistance in career pathing steps by creating my own mentoring through experience program that I have put many people through. This provided the mentee a structured plan we could approach a leader with. This has seen a lot of success; my department has many members who went through my informal process to gain experience.

Have been asked to run one on one billing trainings as I am skilled in TEX billing. I design my own training approach for each individual based on a needs assessment.

Trained global teams in the Philippines for one month in TEX.

Coach, 01/2010 - 06/2010

T-Mobile

Created a tone of voice workshop, tested it with my team and later was asked to run entire site through the course.

Created partnership between L&D and operations members by assisting in creating an onboarding program.

Created continued education course and incentives to assist our site with Bridge to Value.

Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.

Maintained knowledge of company products and services to support my team.

Assisted staff with resolving complex customer issues and implementing targeted solutions.

Set clear expectations and helped employees pursue optimal paths for achieving each target.

Evaluated employee job performance and motivated staff to improve productivity.

Senior Representative & Interim Associate Trainer, 01/2009 - 01/2010

T-Mobile - Springfield, MO

Reinforce action plans with side by sides and feedback.

Answered coworkers' questions and trained new team members.

Defined appropriate metric goals and measurements to drive results.

Created huddles, trainings, role plays and job aids for team, community and site.

Identified operational and performance issues through data analysis trending.

Trained New Hire classes.

Floor Support for new hire and tenured teams.

Created Curriculum to assist with continued education for new hires.

CSR, 01/2008 - 01/2009

T-MOBILE - Springfield, MO

Followed an effective and consistent call flow process to achieve success in my role.

Skilled in de-escalation, sales, CSAT, NPS, FCR

Recommended improvements to products and services to mitigate complaints.

Consistent top performer in sales and offer rate.

Consistent top performer is customer satisfaction through MyVOC

Top performer of call center within a year of employment and stayed consistently in the top ten until promotion.

Assisted peers and new hires by creating job aids for our team, community, and call center.

Team lead and floor support

EDUCATION AND TRAINING

Completed professional development, training and certifications in Instructional Design, Facilitation and Management 2010-2022

Bachelor of Science, Psychology, 01/2007

UMR/SMSU

Major in Psychology

Transferred this to Ashford where I am working towards a Program Management degree

3.67 GPA

Program Management

Ashford University/University of Phoenix

Program Management Degree in process

CONTACT

Address: Springfield, MO 65807

Phone: 573-***-****

Portfolio:

https://laurasyncs.wixsite.com/my-site

Email:

adwe50@r.postjobfree.com

SKILLS

Team member development

Curriculum and course material design, development, maintenance, and improvements

Running effective project calls

Creating mutually beneficial partnerships

Time management

Analytical

High attention to detail

Creativity and ideation

Skilled in Vyond, Articulate 360 Storyline and Rise, THRIVE, Sharepoint, Content locker, Nexidia, Powerpoint, Word, Excel, Hub, AEM, ADOBE, and more

Able to quickly learn new systems

Knowledge and experience with TEX

Cross-functional instructional design experience

Contact this candidate