Customer Service Instructional Design

Ms. Terry Hoffman

Chandler, AZ Home: 480-***-**** Cell: 480-***-**** ********@*****.***

May 20, 2025

PCL Construction

Tempe, AZ

Dear Hiring Manager,

As a learning and development professional with over 6+ years of experience, I am most interested in the Instructional Design position you have available. With a strong background in facilitation, instructional design, and overall training, I am confident in my ability to contribute positively to your team and help achieve your goals of delivering quality in all your endeavors. Throughout my career, I have developed a solid skill set in customer service whether online or in-person training that allows me to effectively manage multiple tasks, build strong relationships with colleagues, and help streamline processes. I can work effectively independently or in collaboration in organizing and conducting training programs to meet the needs of the business. As my resume will show, I have enjoyed working with contract agencies over the years, as it has given me the opportunity to work with many outstanding organizations and leadership teams. These experiences have fostered strong skills in adaptability, creative thinking, and a collaborative mindset. Currently, I desire to move into a long-term permanent position, where I can use my diverse background, skills, and experiences to benefit your company and grow from within.

Thank you for considering my application, and look forward to interviewing with you soon. Sincerely,

Terry Hoffman

Ms. Terry Hoffman

Chandler, AZ Home: 480-***-**** Cell: 480-***-**** ********@*****.*** Instructional Designer (#7898)

Career Snapshot: Highly organized and results-oriented professional, with over 6 years’ experience in training and learning development. Proven track record of enhancing team performance and driving organizational success. Skilled in leadership development, onboarding, employee soft skill development, and operational support. Adept at fostering collaborative work environments through excellent communication, and supporting workforce development through effective training solutions. Signature Achievements:

• Taught new leadership program to over 113 managers on how to lead direct reports; initiated new refresher revisions the following year and well-received resulting in high evaluation scores

• Presented 6 hours of onboarding via virtual facilitation per session/per week and covered benefits, integrity, environment, customer service, diversity and inclusion, and safety

• Consulted with managers, employees, and work group SMEs on performance and gap analysis resulting in writing fresh content within 21st-century guidelines Strengths

Attention to Detail

Customer Service

Excellent Communication

Goal-oriented

Professional and Ethical

Excellent Research Ability

Self-Motivated

Strong Work Ethic

Time Management

Professional Experience

Coordinator/Administrative Assistant – Kelly Services, Phoenix, AZ 03/17 – 02/25

• Various short-term contract assignments lasting three months to two years within higher education and corporate organizations – duties unrelated to learning and development field or current job posting Instructional Designer – Wells Fargo – Aston Carter, Phoenix, AZ 09/22 – 12/22

• Designed and edited graphics and content for (22) PowerPoint slide decks, edited facilitator and participant guides using precise quality control standards of consistent voice, writing style, and branding

• Collaborated with two subject matter experts to create accurate, relevant, and effective learning content Trainer I – Waste Management – Randstad, Tempe, AZ 06/21 – 09/21

• Presented 6 hours of onboarding via virtual facilitation per session/per week to approximately 17 new employees (NEOs) from Four Corners southwest region including: benefits, integrity, environment, customer service, diversity and inclusion, and safety

• Employed 15 videos, 100 PPT slides, inspirational quotes, story-telling, and links to relevant resources

• Incorporated intermittent quizzes to enhance learning and recall

• Received employee “letter of recommendation” for enhancing presentations and training materials Facilitator – Goodwill of Central Arizona, Phoenix, AZ 11/17 – 02/18

• Facilitated job development training for up to 16 clients – 5 days per week for those seeking assistance via Temporary Assistance for Needy Families

• Conducted group mock interviews which lessened interview anxieties; discussed professional protocols in navigating career fairs

Front Office Coordinator – Arizona State University, Tempe, AZ 08/15 – 05/16

• Provided operational support and coordination to Herberger School of Design and the Arts for 25 faculty, multiple students, and seven staff members; dispersed payroll checks and confidential copier/access codes Ms. Terry Hoffman Page 2

Training Officer II – Arizona Department of Revenue, Phoenix, AZ 01/13 – 10/14

• Developed CBT coursework using Adobe Captivate 7 for staff development training

• Maintained employee training system records for course completion including dates, scores, names of participants and reported completion to supervisors

• Trained and facilitated 3 management training modules on MAP (Managing Accountability and Performance) to 113 supervisors regarding management of direct reports

• Initiated, revised, and conducted annual refresher training the following year, and well-received by management including highly successful stakeholder engagement

• Consulted with subject matter experts on performance and gap analysis with managers, employees, and work groups resulting in writing fresh content in line with 21st-century guidelines

• Provided 1:1, classroom, e-learning training, evaluations using ADDIE and Kirkpatrick methodologies and incorporate visual, auditory, kinesthetic modalities into development Career Advisor – Mesa Community College, Mesa, AZ 01/11 – 01/13

• Presented workshops to the classroom related to career services, employment readiness, strategies for a successful job search, and labor market trends

• Delivered presentations to the public: Career Connectors, veterans, and American Indian Parent Institute EDUCATION

Bachelor of Arts in Communication – Arizona State University, Tempe, AZ. 2004 Articulate Storyline Tutorial – LinkedIn Online Learning 2025 Foundations of Learning Management Systems (LMS) – LinkedIn Online Learning 2024 Adobe Captivate 7 Certification of Completion – Lumenbrite 2013 VOLUNTEER WORK

Trainer/Presenter – Fresh Start Women’s Foundation, Phoenix, AZ 2005 – 2024 Topics: effective workplace communication, conflict management, listening, professionalism, interviewing, resume writing, interpersonal growth, career exploration, job search, salary negotiation, personality assessments

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