Technical Writer / Instructional Designer / Quality Management Systems

LEISA BATES

Phone: 817-***-****

yrv4c4@r.postjobfree.com * http://www.linkedin.com/in/leisagbates

TECHNICAL WRITER / INSTRUCTIONAL DESIGNER

Training and performance professional with exceptional writing skills - experienced in developing, writing and delivering comprehensive training solutions and instructional content that support and reinforce organizational objectives and prepares employees to be successful on-the-job.

ACHIEVEMENTS

• The Write Stuff – Created / published 400+ organizational (corporate) sales Bulletins designed to communicate, instruct and ensure operational efficiencies and drive corporate sales goals / strategies.

• The Great Translator – Analyzed and translated system processes and enhancements into readable formats for bulletins and instructional materials.

• Tasmanian Training Devil – Successfully developed more than 100 training modules, including support materials, job aids and end-user documentation and delivered to 2800+.

SPECIALTIES

• ADDIE and DACUM model theory and application

• instructional design for various delivery formats (ILT, CBT, WBT, remote training, e-learning)

• curriculum development and training delivery of system enhancements and operational processes

• document control and learning management systems

• end-user documentation (reference materials, user guides and job aids)

• corporate communications / bulletins / newsletters

• process mapping of business requirements / system requirements

• quality management systems

• internal audit / continuous improvement programs

• project management

PROFESSIONAL EXPERIENCE

SUPERMEDIA – DFW Airport 7/1985 – 11/2011

(formerly IDEARC MEDIA CORP, VERIZON INFORMATION SERVICES and GTE DIRECTORIES CORP)

Writer – Systems and Operational Support 8/2007 – 11/2011

• Managed corporate sales communications programs, including instructional content and documentation, aimed at driving corporate sales goals and strategies

• Partnering with IT and operational process SMEs, I authored and distributed system process documentation to guide end-users in system and operational procedures

• Provided technical leadership and subject matter expertise across large-scale, complex initiatives – such as system conversions, product rollouts, new policy and compliance requirements - establishing goals, assigning roles, defining processes and procedures, and managing/reporting results

Staff Consultant – Quality Management Systems 3/2005 – 8/2007

• Managed ISO and Quality Management Systems (QMS) practices and applications training

• Developed, maintained and reported on the performance of the organization’s Quality Management System

• Conducted internal audits as defined by the requirements of the ISO 9000-2000/TL9000 Standard and ANSQ/ISO/ASQ QE19011S-2004 and implemented corrective action plans based on audit findings

Instructional Designer/Trainer – Internet Operations 8/2000 – 3/2005

• Successfully coordinated/managed end-to-end training efforts including needs analysis, design, development and training delivery as well as follow-up evaluation and reporting

• Created/maintained standardized, functional documentation to support new hire and on-the-job continuation performance training, pre and post-launch system training, Customer Relation Management (CRM) knowledge and product, policy and process training initiatives

• Utilized blended delivery methods including ILT, WBT and CBT training, simulation, webinars, e-learning, side-by-side coaching, cross-training, and on-the-job learning activities designed to match form to function

• Managed full spectrum of training activities – including venue selection, schedules and enrollments, training materials, equipment attainment, roster and learner history maintenance, training assessments, and more

Production Supervisor – Printing Services 5/1987 – 8/2000

Executive Assistant to Director & VP of Printing Services 7/1985 - 5/1987

EDUCATION / CERTIFICATIONS / SPECIALIZED TRAINING

• Associate Degree - Business Administration/Office Occupations - Tarrant County College, Hurst, TX

• Bachelor’s Degree - Business Administration Northwood University, Cedar Hill, TX

• Professional Training Certification Program - Tarrant County College, Hurst, TX

• Certified Instructional Designer/Developer – Langevin Learning Services

• Certified Quality Improvement Associate (CQIA) – American Society for Quality

• Certified Quality Management System Auditor for TL9000 & Internal Auditor for ISO 9001 – Stat-A-Matrix

• Ultimate Practical Project Management 2-day Project Management training - True Solutions, Inc.

PROFESSIONAL & SOCIAL ASSOCIATIONS

• American Society for Training & Development (ASTD) - Fort Worth/Mid-Cities chapter

• Instructional Design & E-Learning Professionals' Group – Linkedin Group

• Organization Development & Training Forum – Linkedin Group

• Learning & Development Professionals Club – Linkedin Group

• Effective and Fun Training Techniques – Linkedin Group

LEADERSHIP ROLES

• Selected to be a Subject Matter Expert (SME) during Corporation’s application process and ultimate award of the Malcolm Baldrige National Quality Award

• Appointed MENTOR in formal corporate "Mentoring Program" in conjunction with Dallas/Fort Worth Minority Supplier Development Council (D/FW MSDC)

• Served as corporate Chairperson for American Heart Association’s annual "Women & Heart Health" event (now known as “Go Red for Women Luncheon”) for four years

TECHNICAL / SOFTWARE SKILLS

• Microsoft 2010: Excel, Word, PowerPoint, Outlook

• Mapping Applications: VISIO, Task Map (Harvard Computing Group)

• Authoring Tools: Adobe Captivate, Articulate Presenter, User Productivity Kit (Oracle)

• SNAG-IT / Adobe Acrobat / Photoshop

• SameTime/NetMeeting/LiveMeeting

Contact this candidate