Instructional Designer

OBJECTIVE: Seeking challenging instructional design and performance improvement opportunities

•Eight (8) years work experience in quality assurance and instructional design and delivery in corporate, customer service, sales, and regulated environments

•Experience in the application of adult learning principles to the coaching and teaching of adults to meet business needs

•Able to utilize and rapidly learn a variety of software, including Microsoft Office, Adobe Captivate, Final Cut Express, and Garage Band

•Highly self-motivated continual learner with strong goal orientation and organizational skills

PROFESSIONAL EXPERIENCE:

TD Bank, N.A. (formerly Commerce Bank, N.A.) – Quality Analyst, Harrisburg, PA 2007-2011

•Designed refresher workshops and job aids for call center agents (approximately 5 per month) using Microsoft Powerpoint and Microsoft Word.

•Trained approx. 100 agents on 7 new systems during bank integration training, and assisted in record keeping and scheduling of training.

•Trained approx. 40 agents in vendor call center to support calls regarding federal regulation changes. Managed travel arrangements and on site support by in house supervisors at the vendor site for 3 months, acting as contact person for procedural and call quality questions and issues.

•Facilitated approx. 120 continuing training sessions for call center agents lasting 15-60 minutes each. Created and executed strategies to promote, record, and track attendance of each event.

•Trained 3 newly hired quality analysts in the Harrisburg call center.

•Completed an average of 250 quality monitors per month using NICE, Cisco, and Verint monitoring software, working independently and flexibly to meet monthly goals, and tracking progress in Microsoft Excel and Microsoft Access.

•Coached and developed agents through monitoring, side by side coaching, and providing feedback and support to agent supervisors.

Hershey’s Gifts – Training Assistant/Quality Analyst, Hershey, PA 2004-2007

•Trained CSRs in customer service practices and procedures and the use of Multi Channel Commerce Solution software for data entry and customer service.

•Performed Quality Assurance phone monitoring of in-house and third party CSRs.

•Performed Quality Assurance monitoring of all outbound email and written correspondence.

•Designed Email & Written Correspondence Team training manual and quality assurance monitoring form, trained all 2006 members of these teams, and updated and maintained email response templates and letter templates using Microsoft Word.

Additional work experience and references are available on request.

EDUCATION:

Master’s of Education (M.Ed.) coursework in Training & Development (33 credits)

Anticipated graduation date – December 2011

Penn State University, Harrisburg, PA

Cumulative GPA of 4.0 on a 4.0 scale

Bachelor of Arts, Spanish, May 2007

Bachelor of Science, Music Education, May 2007

Lebanon Valley College, Annville, PA

Cumulative GPA of 3.9 on a 4.0 scale

Colegio de España, Salamanca, Spain – courses in Spanish language & art

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