Instructional Designer Customer Service
Resume:
INSTRUCTIONAL DESIGNER
LOCATION: PHOENIX, AZ EMAIL: ********.*****@*******.*** PHONE: 678-***-****
SUMMARY
As a senior instructional designer, I collaborate with subject matter experts to design and develop engaging, instructionally sound, instructor-led, online, virtual, and eLearning courses to improve participant learning while maintaining compliance with standards. Additionally, I maintain collaborative professional relationships with colleagues and stakeholders, and analyze learning and performance data to ensure continuous quality improvement.
KEY SKILLS
Data Analysis Business Collaboration Public Speaking
Needs Analysis Learning Theory Application Project Management
Communication Collaboration with Stakeholders eLearning
Objective Writing and Analysis Editing Quality Improvement
Evaluation of Learning Outcomes Captivate Storyline 360
Photoshop Editing Video Production and Editing Audio Editing
Microsoft Suite Camtasia SCORM
Camtasia/Snag It Storyline Rise
TRAINING AND EDUCATION
M.Ed. – Curriculum and Instruction Arizona State University, Tempe, AZ
BA – Special Education Arizona State University, Phoenix, AZ
EXPERIENCE – INSTRUCTIONAL DESIGNER
CHILD CRISIS ARIZONA 2021-2023
INSTRUCTIONAL DESIGNER
Used established methodologies in all stages of the instructional design process, including needs assessment, analysis, design, development, implementation, and evaluation.
Assisted with conducting analyses of training needs.
Designed instruction that reflects an understanding of the diversity of learners and groups of learners.
Designed engaging training materials for in-person, instructor-led training.
Designed interactive and engaging training materials that include sound instructional design methodology, appropriate training strategies, and participant activities for small and large groups.
Integrated gamification, visual, auditory, and kinesthetic engagement into new and existing training modules.
Worked with SME’s, trainers, and managers in the development of new course material.
Consulted and advised SME’s, trainers, and management on advantages, disadvantages, and feasibility of various methods of instruction specific to their course content.
Researched and identified data sources for instructional material development and additional information needed for instructor and participant materials.
Created well-defined measurable objectives based on the needs of the learner.
Developed and implemented evaluation techniques to measure the effectiveness of course content, materials, and overall learning experience.
Provided continuous improvement on instructional techniques, presentation methods, or instructional aides to ensure the highest quality of training effectiveness.
Created exams, surveys, and conduct focus groups as needed, to evaluate and assess programs and knowledge transfer.
Collaborated with the Training Director on instructional methods, such as individual or group instruction, self-study, lectures, demonstrations, simulations, and role-playing, appropriate for content and learner characteristics.
Created and maintain cooperative, collaborative, and effective working relationships with Managers, co-workers and staff in the development and delivery of curriculums.
RIDENOW POWERSPORTS–2018-2020
INSTRUCTIONAL DESIGNER
Created engaging learning activities and compelling course content that enhanced the learning experience.
Applied best practices and current research in learning theories and instructional design methodologies.
Applied innovative and creative processes to solving learning design problems.
Created written and multi-media materials (audio, video, simulations) per stakeholder and colleague requirements.
Creates design documents to outline the project requirements.
Tracked projects and managed milestone achievements using an agreed upon project specifications.
Developed partnerships and worked collaboratively with subject matter experts during analysis, design, and development to produce quality course materials within established time frames while accurately representing content and applying appropriate, sound instructional design principles.
SALT RIVER PROJECT (SRP) VIA I-TEK TEMPE, AZ, JULY 2016-JULY 2017
INSTRUCTIONAL DESIGNER
Worked with the ERP Support Organization to develop and update existing SAP training materials using uPerform (SAP), Storyline, and PowerPoint templates.
Met cost savings initiative, eliminating use of vendors and enabling building of all training assets in house.
Used models to simulate the behavior of animated objects in the finished sequence.
Tracked, evaluated, and reported training effectiveness.
Created eLearning courses using Articulate Storyline.
Created job immersive scenario-based training using storyboards and facilitator guides.
Designed and developed performance-based certification assessment.
Provided ISD standards, tools, and resources to an emerging Training team.
Designed training deliverables according to stakeholder and management requirements.
Managed an aggressive schedule of course development and curriculum revisions.
Used data from pilot courses to inform course improvements.
PAYPAL VIA MODIS CONTRACTING FOR, SCOTTSDALE, AZ, OCTOBER 2015-MARCH 2016
INSTRUCTIONAL DESIGNER
Worked with management to identify training needs for Merchant Technical Services. Created eLearning training specific to the technical engineering job roles on white glove customer services.
GE VIA TRAINING PROS, OCTOBER 2014 – JUNE 2015
INSTRUCTIONAL DESIGNER
Collaborated with clients 100% remote to develop instructor led technology-based solutions that lined up with Site Managers, Construction Managers, and Mechanical Engineers competencies for professional development.
UPS VIA FARENHEIT IT, ATLANTA, GA, MARCH 2013 – OCTOBER 2014
INSTRUCTIONAL DESIGNER
Worked with Global Training Services creating blended training programs for Global Customer Service Representative, including Human Resources FMLA, using Captivate 7 and 8, Microsoft Suite, Photoshop, and SnagIt.
VOLUNTEER EXPERIENCE
Association for Talent Development –Co-Director of Volunteer Services
Thrive – Mentor Program participant
Pet Partners Dog Therapy volunteer
LINKED IN
https://www.linkedin.com/in/maryannemills/
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