Training Specialist Call Center
Resume:
Kaylene Harrison
**** ********* **. ***********, ** 46158
*******.********@**.***
PROFILE
Highly experienced learning and development professional adept at leading successful teams that create innovative learning and development programs. A trusted partner for teams, leaders, and cross-functional peers, offering clarity on organizational challenges, such as change management, and performance improvement initiatives.
SKILLS
Fostering collaborative relationships among stakeholders – subject matter experts, cross-functional business partners, colleagues, clients, and vendors.
Analyzing business functions, processes, and data (KPI metrics) to design strategic learning and performance improvement programs.
Applying adult learning theories, principles and practices (Kirkpatrick, Gagne, ADDIE, Knowles, Mezirow among others) to create content that achieves learning outcomes.
Using standard office and L&D tech stack including MS Office 360, Zoom, Articulate Rise, Survey Monkey, Open AI as well as managing content on LMS (Cornerstone) including uploading, archiving, setting up curricula, and creating reports.
Managing multiple projects and stakeholders simultaneously. Giving status update presentations, facilitating brainstorming sessions, conducting training classes virtually and in-person.
EMPLOYMENT HISTORY
Instructional Design Manager
OneAmerica Financial Indianapolis, IN
Sep 2018—Nov 2024
Key Accomplishments
oConducted needs analysis to determine new hire training strategy for the Disbursement department. Curricula design was 2 tracks of synchronous and asynchronous blended learning including curated and created content. Selected content from LinkedIn Learning and blended it with ILT and vILT sessions, job aids, quick reference guides, elearning courses, interactive learning activities, formative and summative assessments, and learner guide fillable PDF.
oImplemented two separate data collecting learning evaluation SaaS systems for measuring the quality, effectiveness, and efficiency of learning programs. Collaborated with vendors to establish business objectives and processes, system requirements, project timeline, user acceptance testing, and training materials.
oCreated leadership and associate development program using the Korn Ferry Leadership Architect Global Competency Framework. Program aligned company values with Korn Ferry leadership competencies and included workshops on Mutual Trust, Collaboration, and Accountability. Used Open AI to help create a rubric for leaders to gauge progress of program participants.
Instructional Designer
Conduent (formerly Xerox) Indianapolis, IN
Apr 2015—Jun 2016
Key Accomplishments
oConducted needs analysis to identify skills and performance gaps for State of Indiana Family and Social Services call center. Compiled and analyzed data from more than 13K customer service surveys identifying needed improvements among call center staff. Created job aids, checklists, and conducted train-the-trainer courses for the call center’s 14 trainers.
Independent Talent Management Consultant
Self Employed
Feb 2009—Sep 2018
Clients: Oxygen Education, Pfizer, Lilly, CVC Communications, Eaton
Key Accomplishments
oPfizer, Inc – Led team in revising a 30-page batch record to 11 pages to better meet the needs of the packaging team. Collaborated with packaging operators and leaders to create standard operating procedures, new tables for calculating yields, checklists for proper handling of lot-related materials, and maintenance logs.
oOxygen Education – Led the L&D team from Oxygen Ed and SMEs from MoriDMG, (in Japan) in creating MoriDMG University for its customers. MoriDMG manufactures CNC machines and they wanted to provide their customers with an online learning program for using the machines. Courses included trigonometry, cartesian coordinates, using micrometers, machine set up, maintenance, and troubleshooting.
Manager, Learning & Development Consulting
Briljent Ft. Wayne, IN
Sep 2000—Apr 2007
Clients: National Apartment Assoc., Lilly, Anthem, JohnsManville,
Key Accomplishment
oLed team of global SMEs from Lilly and Briljent associates to create a leadership program for directors of global clinical trial sites. Lilly was experiencing conflict between the site principal investigator and the site manager. Consulted with site leaders and principal investigators from around the globe to identify the sources of conflict. Resulted in the creation of the “Coaching for Clinical Site Leaders” program customized for each geographic region. Content included managing conflicts, coaching skills, and balancing priorities.
EDUCATION
BS, Journalism, Indiana University Bloomington, IN
CAPM - Certified Associate of Project Management, Project Management Institute
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