Instructional Designer
Resume:
Cherie Elpel
Atlanta, GA 30339
Phone: 406-***-****, *******@*****.***
Experience & Skills:
Northwest Airlines/
Delta Airlines
Airport Operations Education Instructor/Learning Designer II:
Performed a key role in converting over 75% of the above wing curriculum into role-based e-learning, plus on-the job checklists for a workforce of 30,000 new and existing airport employees.
Saved Delta Air Lines in excess of $150,000 in 2010 by designing and developing level 2 & 3 e-learning courses for the above wing curriculum. Sample courses included: interactive airport experience tour, handheld devices course, role-based customer service and history tour.
Designed and developed application based Captivate simulations for inclusion in e-learning modules for frontline employees who transitioned from NW to DL computer systems. The simulation practice was one key component in merger cutover success.
Created customized Captivate templates (rollovers, interactive scenarios and application-based scenarios) for e-learning team. Proposed use of new technologies in learning including; user-generated videos, social networking and mobile learning. Assisted Airport Customer Service Learning in the development of an internal e-learning team. Developed ISD resources for the design team.
Conducted high profile divisional customer service analysis in 2011 and provided recommendations, which were incorporated into the overall customer service strategy. Mapped divisional customer service initiatives and core objectives therein with 2011 service related business metrics to determine overall strategic alignment.
Conducted leadership analysis, created and mapped developmental leadership curriculum with blended learning solutions for airport station leaders. Presented recommendations to leadership. Saved Delta in excess of $30,000 and created a relevant customized solution for Delta leaders.
Designed, delivered and facilitated conference training sessions for frontline and supervisory employees as well as staff.
Skills: Apply systems thinking to analysis and propose comprehensive solutions. Effective business writing and script writing skills. Apply ADDIE model to analysis, design, development and implementation and evaluation process. Incorporate innovation into design solutions. Practice effective project management. Practice collaborative skills with stakeholders, learning audience and design team. Creative thinker.
Computer Skills:
PC and Mac Platforms, MS Office Products, Adobe Products (Photoshop (CS5), Captivate (4), basic Flash (CS5), Premiere), ForceTen LCMS, Basic Final Cut Pro. Familiar with Lectora authorware. Pathlore and Plateau LMS experience.
Education:
Instructional Design Training - IBM
Advanced Multimedia - New England Art Institute
Counseling Psychology Masters Classes - Cambridge College
Mediation Certification - Center for Collaborative Solutions
International Tour Management Institute (ITMI)
Public Administration: BA Highest Honors - CSUC, Chico
Continuing Education:
Masie Learning 2010 Conference, Orlando, Florida
Core Values:
Innovation, Creativity, Autonomy, Aesthetics, Team Fairness, Diversity
Additional Learning Experience & Skills:
2004 - 2006
CJE Consulting
Training Consultant: Created interactive sales training programs for new home networking product. Deliverables; Comprehensive train-the-trainer facilitation manual, learner guides, PowerPoint review, process documentation using screen sShots, stand-up training at call centers, remote Webex training for India call centers.
Skills: Needs analysis, training program development, interactive learning, selling, sales and marketing development, stand-up training, remote Webex telephone training, feedback processing, course updates, sales coaching, quality control through call monitoring.
2002-2004
OneWest.net
Sales Manager: Created and managed sales team, increased broadband sales by 50% over one year period, delivered sales training, coached individual sales team members to improve salesmanship, facilitated company-wide suggestive sales training.
Skills: Departmental management, sales and customer service training, product training, developed job aids and study guides, staff recruitment and training, coaching, new product implementations, sales reporting, sales trending, customer service troubleshooting, employee evaluations.
1996-2001
American Express
Carlson WagonLit
Maritz
Rosenbluth and
McGregor Travel
Corporate Travel Training Consultant: Conducted technical Sabre training for new travel agents and onsite corporate training on booking air, hotels, cars and corporate meetings. Provided on site supervisory services. Trained software developers of self-booking systems.
Skills: Deliver corporate training programs, training program development, training materials, supervisory services.
1990-1996
Exceptional Seminars
Designed and delivered custom training programs related to customer service and sales for profit and non-profit organizations.
Skills: Prospecting, needs analysis, training program development, vocational training, curriculum development, interactive learning, public speaking, coaching, customer service training, telephone sales training, personal development training, feedback processing.
1984-1990
American Airlines
Reservations Agent/Trainer/Airport Operations Agent/Supervisor: Functional expert at airline reservations, ticketing, gates, weight and balance, weather advisory, operations and baggage service. Conducted new agent training and mentoring. Worked in Honolulu, Seattle, Gunnison, Jackson Hole, Anchorage and New York City.
Skills: Top sales achiever, corporate training, customer service and problem solving, supervisor
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