Stephánia Smith

***** ***** **** **., *********, NC 28031 * 682-***-**** * adyo8v@r.postjobfree.com Experienced Training and Development Content Designer, Facilitator, and Project Manager

• 10+ years authoring experience in instructional design and development, redesign and deployment for workforce performance management and technical learning through online and F2F curricula.

• 10+ years VILT and ILT facilitation, T3 (Train-the-Trainer) and managing web-based training operations. Certified and recognized by Apple Inc. as a lead instructor.

• 10+ years project management experience for production teams from acquisition due diligence to collaborative training development.

• 8+ years managing virtual teams at all levels up to 200+ personnel.

• SCRUM Master certified.

Instructional Design Skills:

• Instructional design with adult learning theory models foundations from conception to delivery - ADDIE, SAM, Kirkpatrick and Bloom's Taxonomy models.

• Creative writing for technical processes in iOS, macOS, internal corporate applications, communicative soft skills, and leadership.

• Analyze data/metrics/research through complex needs, job and task analyses to determine training best practices.

• Detail-oriented, time lined project and team management.

• Effective relationship building experience with all high-level management, stakeholders, personnel and external contributors.

Professional Experience:

Executive Director, Part-Time

NC Science Fair Foundation & NC Science and Engineering Fair (ncsef.org) – Raleigh, NC 2022 to Present

• Engages the Board and facilitates the NCSFF Strategic Plan to secure needed resources to ensure the achievement of the organizational goals.

• Manages the NC Collaborative for Student-Led Research, facilitating and planning in- person and virtual workshops, presentations and conferences hosted by the group.

• Oversees all 9 NC regional science fairs, and the state fair, inclusive of hosting events for over 1,000+ students across all 100 counties.

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Professional Experience (Continued):

Middle School Science, Math and STEM Educator

Grace Covenant Academy – Cornelius, NC 2021 to 2022

• Taught 6th – 8th grade, middle school curriculum sourced through Bob Jones University. August 2021, academy entered its 2nd year of middle school offering.

• Authored and taught foundational concepts that align with 3rd-8th grade educational standards. Inspired career exploration that built pathways for future workforce.

• As of March 2022, directed review and initiation of STEM afterschool programming; never offered in the history of the academy.

Pilot Scheduler and Training Consult - Manager Level 1 American Airlines, Worldwide Corporate Headquarters - Dallas, TX 2018 to 2021

• Provided ADDIE adult learning theory guided, engaging, T3 consulting, feedback and training development expertise to three (3) assigned manager trainers for the 2020 pilot scheduling new hires over 10 weeks.

• Submitted 360 improvement feedback for course training from participant viewpoint.

• Ignited real-time mentorship and support to other pilot schedulers in technical applications, JCBA unionized pilot contract and federal regulatory guidelines.

• Reviewed and proofread all existing curriculum, unionized contracts and regulatory documents for clarifying changes and redesign.

• Outlined an implementation strategy for full virtual mentorship utilizing a service observation infrastructure for newly trained managers at the onset of COVID-19; the operation command center for the airline had never been able to attempt a virtual aspect with the demands of irregularities and pilots. Aadvantage Loyalty Program Leader

• Collaborated with brand vendors and internal teams to support the development of training videos, manual reconstruct, trainer guides, and LMS course creation for new hire and recurrent training for over 200+ customer service representatives, managers, and executives for the loyalty program.

• Worked on exclusive highest-value Concierge Key members' projects that communicated with members, studied, and performed complex data analysis to project new service offerings.

• Worked with internal training team to implement ADA and universal design best practices.

• Provided ongoing training for technical upgrades, deployments, and transitions for internal corporate systems such as AVAYA, Aspect, Empower, and SharePoint.

• Provided interdisciplinary training and feedback for 200+ customer service representatives virtually on customizing customer excellence resolutions. Stephánia Smith 682-***-**** * Page 3

Professional Experience (Continued):

HR Training & Development Manager

Connect to Service LLC - Charlotte, NC 2018 (6 Month implementation project)

• Constructed a virtual, 100% work-from-home sales force for company's operation

• Introduced blended learning on technical applications with instructional technologies including gamification.

• Developed engaging curriculum using Bloom's Taxonomy adult learning theory model from initial conception, delivery, and then transition to management team.

• Wrote and implemented operational policies and procedures, set protocol for strategic development.

• Provided managerial consult for corporate executives in the development of a 100+ contractor, virtual call center.

Apple Certified ILT and VILT iOS and macOS Technical Trainer/Supervisor Apple Inc./Transcom Worldwide Corporate Headquarters - Denver, CO 2017 to 2018

• Reviewed and proofread all existing scopes of procedures for troubleshooting iOS and macOS devices; provided corporatewide operational changes for Applecare global network of 1,000+ virtual technical support team members.

• Wrote upbeat scripts and developed complex course curricula using adult learning theory models Bloom's and ADDIE, whiteboard development in PowerPoint and Keynotes for Blackboard Collaborate.

• Authored the service observation process for monitoring technical troubleshooting and guidance real-time for every training group.

• Provided new hire onboarding, orientation, motivation, and Apple-specific training to over 100+ Applecare trainings in 4-week sessions.

• Selected, delegated, and maintained continual internal mentor control of 5:1 ratio with Google Hangouts.

• Collaborated with over 20+ SME trainers for hiring ramps to ensure consistent delivery of content.

• Managed over 100+ Applecare new hires in 4-week, virtual full-time training sessions

• One of two trainers sent to California to receive ILT certification training from Executive director with Apple Inc.; Recognized by Apple Inc. as a lead instructor. Work-At-Home Reservations Sales and Customer Care Specialist Hilton Worldwide - US Corporate Headquarters - Carrolton, TX 2016 to 2017

• Managed 40+ daily inbound calls via internet and intra-company phone system of prospective hotel guests.

• Consistently maintained above average sales conversion and price rates of 95-110%.

• Companywide averages were 46-52% for other employees.

• Monthly sales volume peaked at $80,000 per month. Stephánia Smith 682-***-**** * Page 4

Professional Experience (Continued):

Workforce & Economic Development/Human Resources Development Instructor Richmond Community College - Laurinburg, NC 2012 to 2015

• Creative instructional design and facilitation of employability work ethics certification for production/manufacturing companies.

• Set targets and consistently met on-time deadlines by fully facilitating learning in time lined certifications.

• Authored a comprehensive course outline for a collaborative training with Agencies in the community titled WorkExcellence.

• Certified over 700+ job ready participants to work in large industry partnership; over 95% successful hire and retention rate due to certification. Focused Consulting (Homeschooling Parent)

Career Consultant - Fayetteville, NC 2005 to 2012

• Provided skills assessment, conflict resolution training, and other interpersonal skills F2F trainings.

• Initiated a health initiative program for a rural community with a 100-person project goal from conception to full training implementation. Received BCBS Sparkplug grant for creative curriculum design and aggressive implementation strategy. Corporate HR - Executive Secretary to Training & Development Director Emerson Electric – US Corporate Headquarters - Saint Louis, MO 1999 to 2005

• Assisted HR Executive Director to operate a $0 cost-based department, providing training to 2,000+ manufacturing divisions in the US.

• Founded work on Six Sigma, OSHA standards and various training assessments for communicative management.

• Specialized in PowerPoint publishing and redesign of F2F training curriculum for all employee soft-skills and management training levels.

• Coordinated scheduling of training classes for two HR Training Managers and the HR Director.

• Managed annual projected department program budget.

• Approved all off-site and travel training setups. Education

Bachelor of Arts in Business Organizational Design Studies (Magna Cum Laude honors) Minors in Communication and Psychology

Saint Louis University

Masters of Arts in Adult Education E-Learning & Instructional Technology University of Phoenix – 4 courses from completion

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Certifications

Apple Certified ILT (Instructor Led Trainer) – May 2017 Apple Certified VILT (Virtual Instructor Led Trainer) – June 2017 Google IT Technical Support Certification – January 2021 SCRUM Master Certification – September 2021

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