Instructional Design Customer Care
Resume:
Taresa Breedlove
*******@***.***
Objectives
In today's multigenerational workforce, it is important to offer training and educational programs that motivate employees to learn and maintain new skills. By using industry leading instructional design models, it is possible to develop exciting learning content that employees can quickly apply in the workplace. My goal is to design course content that relates to diverse audiences, improves employee performance, team collaboration, and promotes customer satisfaction. Experience
City of Tulsa – Learning and Development Coordinator 2023 – 2024
Key Responsibilities
* Designing, developing, and delivering training for personnel in the Customer Care Department.
* Managing trainers and providing developmental feedback to improve performance.
* Developing training interventions using systematic instructional design processes, and multimedia.
* Conducting training analysis to align processes and procedures in the Customer Care Department.
* Updating training manuals, job aids, and new hire orientation presentations. AT&T – Senior Manager Instructional Design
2000 - 2023
Key Responsibilities
* Managing and designing training programs to meet business needs.
* Performing needs analysis, creating design plans, and assessing effectiveness of course content.
* Implementing various evaluation techniques and recommendations for program improvement.
* Collaborating with clients to identify issues and working to deliver effective training solutions.
* Utilizing effective learning interventions to meet the needs of diverse audiences.
* Developing training interventions using systematic instructional design processes, and multimedia. West Teleservices - Regional Manager Process Improvement 1998 – 2000
Key Responsibilities
* Managing customer service call center operations and quality assurance teams.
* Analyzing customer satisfaction surveys for various clients and identifying potential process issues.
* Conducting performance studies to determine strategies for improving customer satisfaction.
* Designing management development programs focused on enhancing leadership skills. Taresa Breedlove
*******@***.***
2
USAA Federal Savings Bank - Manager Training and Development 1990 – 1998
Key Responsibilities
* Delivering classroom training using creative learning styles relevant to diverse audiences.
* Teaching new skills and various business systems to new and existing employees.
* Assisting with transitioning during major process changes and corporate mergers.
* Developing learning materials to include training manuals, job aids, and multimedia visual aids.
* Collaborating with various project teams and serving as point of contact for all training needs. Education
Walden University
Bachelor of Science, Instructional Design and Technology GPA: 4.0
Latin Honors - Summa Cum Laude
Walden University Latin Honors are awarded to graduating seniors with a cumulative grade point average of 3.5 or higher.
Presidential Commendation for Academic Achievement Walden University recognizes the significant accomplishment of undergraduate students who achieve a perfect cumulative grade point average in their undergraduate work. Students with a perfect (4.0) GPA at the time of graduation receive a Presidential Commendation for Academic Achievement medallion and are individually recognized in the commencement program. Skills
* Articulate 360, Rise and Storyline web-based course development applications.
* Process Improvement and Analysis.
* Client Management
* Cross-functional Team Leadership and Collaboration.
* Blended Learning and Development methods.
Contact this candidate