Customer Service Extraordinaire

Kelly Leasure

*** **** ******* #** **********, WA 98328

A Cellular 253-***-****

***********@*******.***

https://www.linkedin.com/in/kelly-leasure-a2783b98/

Career Portfolio Website

www.integratedtrainingwithkelly.com

Objective

Seeking a challenging position as an Instructional Design Professional/Learning & Development Specialist. Bringing organization, a strong understanding of how adults learn, a well-mapped plan, and the tools to develop and create a sustainable and engaging training program. Focusing on learner retention and implementing training that meets the needs of the organization to enhance professional knowledge and improve performance.

Integrating my passion for training, my heart to help others be the best they can be, and my commitment to always bring my best.

Proficiencies

• Competent using eLearning tools such as Articulate programs, Camtasia, various LMS systems (Docebo, SAP LMS, Talent LMS, & Adobe), eLearning authoring tools, Microsoft Office, Virtual Learning/Meeting platforms (Zoom, On24, Webex, Teams, Cvent, Google Meets) various patient/customer record databases, Excel, PowerPoint, Google based programs, and multiple Employee Management Programs (Greenhouse, ADP, and Cornerstone) platforms.

●Experienced in multiple CRM programs such as Salesforce, Oracle, and SAP.

• Resourceful, energetic, competent, multi-task, and results oriented.

• Recognized for long hours, commitment to customers, attention to detail, professionalism, and follow-up.

• Work well as a team member or independently while utilizing my ability to evaluate clinic procedures and when needed streamline business processes to increase operational efficiency levels.

Education

Master Level Instructional Design Certification 2024

ATD-Association for Talent Development

Learner Experience Designer (LXD) 2023

University of Toronto

Certified LXD

Bachelor of Arts 1999

Cameron University, Lawton, OK

Attended Cameron University, Lawton Oklahoma

High School 1996

Bethel Senior High School, Spanaway, WA, GPA: 3.8

Earned high school diploma with honors.

Section 508 Compliance Certificate 2022

Certified SCRUM Master

Familiar with JAWS, Dragon Naturally Speaking, Voiceover, NVDA, and assistive devices for visual and

auditory needs, & Microsoft accessibility.

Extensive professional development courses completed through conferences, workshops, information sessions, and formal training. Some courses include Microsoft Office, (Outlook, PowerPoint, Excel) QuickBooks, CRM platforms, Customer Service based courses, Management, Conflict/Problem Resolution, HIPAA, etc. Proficient in automotive programs Reynolds & Reynolds and Mitchell 1, Camtasia, Articulate 360 Storyline/Rise, Workday, LMS, SharePoint, Multiple Content creating platforms, Salesforce, Zendesk, Dialpad phone systems, Google programs, and Meeting platforms. Agile SCRUM, Lean/Six Sigma

Experience

Washington State Department of Labor & Industries Tumwater, WA Ongoing Contractor

Technical Training Consultant

As an instructional designer and technical trainer, I collaborate closely with subject matter experts (SMEs) to analyze learning needs and objectives, designing and developing engaging instructional materials for technical training programs. Utilizing instructional design theories and methodologies, I create interactive e-learning courses, instructor-led training materials, and assessments, incorporating multimedia elements to enhance learning effectiveness. I conduct training needs assessments and evaluations, ensuring alignment with organizational goals and learner requirements. Delivering technical training sessions both in-person and virtually, I provide ongoing support to learners, fostering successful implementation of technical solutions. Through collaboration with cross-functional teams, I ensure consistency and quality across technical training materials and programs. Managing multiple projects simultaneously in a fast-paced environment, I stay abreast of emerging trends in instructional design and technical training, continuously improving learning solutions and delivery methods. Additionally, I conduct train-the-trainer sessions, empowering instructors with the knowledge and skills to effectively deliver technical training content.

CareOregon

Remote Virtual 5/2023 to 12/2023

Contract Instructional Designer

By applying pedagogy and learning theories working to create engaging hybrid and online training courses for the CareOregon Customer Experience Team. Responsible for leading multiple complex, time-sensitive projects to completion. Leveraging SMEs, eLearning software, content creation tools, working collaboratively, and in a fast paced environment. (6mo contract)

ESO Solutions Inc.,

Austin, TX Remote 2/2022 to 1/2023

Learning & Development Specialist

Managed and developed a full training plan for Onboarding, restructuring of the team, and routine product training. Conducted Training Needs Analysis, Job task analysis to ensure core competencies were aligned and then created a training plan. Worked with multiple stakeholders, product owners, SME's, and other trainers to create and deliver the content. Delivered ILT trainings, microlearning’s, eLearning launched on company's LMS, managed completion of trainings, sought feedback, and assessed post measurables for any learning gaps.

Washington State Employment Security, Lacey, WA 1/ 2020 to 12/2022

Technical Training Consultant

Coordinated with training team and subject matter experts to provide training to field staff, prepare training and orientation materials, and conduct presentations. Provided technical assistance to ensure effective and efficient administration of federal and state activities, services, and expenditures. Served as statewide senior-level subject matter expert in eLearning and classroom curricula design and development for Unemployment Insurance (UI) training, which includes collection actions, auditing, and benefits redetermination. Provided consulting support to UI training team in eLearning curricula design, classroom curricula design, and design and use of learner assessment tools. Consulted with management in all aspects of training for division-wide initiatives and projects. Served as Section 508 Compliance Subject Matter Expert and assisted in reformatting agency materials for training to comply. Recommended and implement innovative solutions, modifications, and enhancements to UI training.

Narrows Optical, Tacoma, WA 1/2019 to 12/2019

Temporary Optical Manager

Jorgenson-Peninsula Optical Lab, Tacoma, WA 1/2015 to 12/2019

Customer Service Manager

Responsible for answering inbound calls/making outbound calls, communicate with ECP’s, answer product questions, job questions. insurance questions. Throughout the day communicating with ECP’s on job delays or issues (manage ques and sent emails on delays) are also vital parts of the position. Successfully take phone in lens redo’s/new orders/job & insurance changes, stock/frame orders, manage “promised out list” ensuring ECP’s are kept up to date on critical jobs, transport frames/trays/orders/etc. to and from lab when needed. Management duties include overseeing Customer Service Personal (aid in management decisions pertaining to ECP’s and issues that may arise), schedule and conduct training as needed (product and procedure) and maintain schedules and coordinate vacations/leaves.

Department of Veteran Affairs, Seattle, WA 1/2007 to 12/2011

Health Technician

Position entailed working closely with Federal contract vendors, outside manufacturers, prosthetics, along with a variety of business resources to conduct administrative work sufficiently. Major duties and responsibilities included: Receiving requests or instructions for procedures, educate and explain procedures and maintenance to patients, operating and maintaining medical instruments and equipment for diagnostic, research, and treatment procedures, determining technical factors, sets controls and operates equipment and instruments, setting up and adjusting specialized equipment with multiple features that requires precise patient positioning to operate correctly. Also responsible for general office duties and support to clinical staff such as documenting charts, managing administrative functions for the office; answering phones, coordinating, and scheduling of appointments, maintaining clinic supplies, and performing other related duties as required.

Amazon.com, Seattle, WA 2011 to 2014

Customer Service Associate Lead/Kindle Tier 2 Tech Support & Retail Generalist

Group Health Cooperative, Tacoma, WA 2004 to 2010

Patient Care Representative

Larson Automotive Group-Toyota of Tacoma, Tacoma, WA 2001 to 2008

Customer Relations Manager/Service Advisor/Contract Employee

Reference

References available upon request.

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