Profile

• More than 10 years successful experience in employee training, call centers, customer service, sales, administrative assistance and HR support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place
• Possess solid computer skills
• Excellent working knowledge using Microsoft Excel, WordPerfect, Macro, Ceridian, PeopleSoft, Microsoft Word, LMS Learning Management System Captivate Design, QuickBooks, Access Visio, Pivot table, Share Point, Flash and SCORM
• Formal with the ADDIE Kirkpatrick Model
• Formal Instructional Lead, Blended and Computer Based Training Delivery Methods
• Ability to work with a diverse group of professionals, across multiple teams, to ensure project requirements is met
• Specifically trained in the Learning Content Management Systems LCMS , re-useable learning objects, Learning Management Systems, SCORM and Adult Learning Theories and practice
• Ability to train, motivates, and supervises customer service employees
• A team player, acknowledged as Total Quality Customer Service Professional
• Ability to develop plan, projects, conduct audits and variance analyses

Employment

Confidential

Instructional Designer

• Works with Subject Matter Experts SME's
• Performs research to design and develop customized training programs
• Designs for web based or instructor led training / CBT
• Conducts train-the-trainer sessions
• Directs the work of others
• Apply the ADDIE model to course development
• Conducts basic forms of instructional and training analysis
• Researches content and glean information from technical, soft skill, and business documentation
• Works with internal and external subject matter experts SME and apply professional SME interviewing techniques
• Organizes content to support learning objectives
• Organizes content using creative message design principles
• Develops a variety of assessments and assessment items
• Ability to accept responsibility for courseware development, timelines, and budget activities, as assigned
• Effectively works as a member of a cross-functional team to ensure training materials target training and business requirements and meet all quality control standards
• Organizes and lay out content visually
• Knowledge of commonly-used concepts, practices and procedures within Instructional Systems Design

Confidential

Senior Instructional Designer / Training Analysis

• Worked with Subject Matter Experts SME's
• Performed research to design and develop customized training programs
• Designed for web based or instructor led training / CBT
• Conducted train-the-trainer sessions
• Directed the work of others
• Applied the ADDIE model to course development
• Conducted basic forms of instructional and training analysis
• Researched content and glean information from technical, soft skill, and business documentation
• Worked with internal and external subject matter experts SME and apply professional SME interviewing techniques
• Organized content to support learning objectives
• Organized content using creative message design principles
• Developed a variety of assessments and assessment items
• Ability to accept responsibility for courseware development, timelines, and budget activities, as assigned
• Effectively worked as a member of a cross-functional team to ensure training materials target training and business requirements and meet all quality control standards
• Organized and lay out content visually
• Knowledge of commonly-used concepts, practices and procedures within Instructional Systems Design

Confidential

Executive Trainer /Technical Writer/ Instructional Designer

• Developed strategies for instruction curriculum
• Developed training aids for instructing staffs regarding division operations and corporate policies etc.
• Inputted all course data into the Learning Management System LMS
• Created formal course registration invitations including pre-work and distributing to course attendees
• Sourced and booked venues in good time and in line with the specified course requirements
• Assisted in sourcing trainers/presenters via a database and provide them with local logistical information
• Ordered and producing course materials and arranging there distribution to the venue in good time prior to the course
• Scheduled and administering enrolments and reconciling courses via LMS system
• Assisted with monitoring/reporting low enrollments
• Administered course evaluations and creating reports based on results data
• Monitored costs associated with each course and identify cost saving methods
• Raised purchase orders which accurately reflect course data
• Ensured invoices are received and paid in accordance with vendors terms and conditions
• Supported line manager in carrying out course reviews on enrolment data
• Conducted quality assurance checks on all courses in your region to identify and resolve any potential issues
• Monitored the spend in your region to ensure costs keep in line with financial forecasts
• Provided reports/ insight on classes running to the region line manager when requested
• Assisted in creating Statements of Work
• Reported any course related issues and identify preventative methods
• Supported Logistics Lead in preparing presentations, capturing data and providing insight into Delivery Operations for the region
• Drove class delivery satisfaction. Partner with Quality Team to verify root causes of low scoring classes

Confidential

Executive Administrative Assistant / Human Resource Processor

• Maintained District Director's and Sale Rep's calendar / schedule
• Responsible for preparing outgoing mail and correspondence like faxes, e-mail and overnight packages
• Handled the tasks of recording and transcribing minutes of meetings as per requirements
• Handled the tasks of assisting and monitoring budgets
• Processed employee transactions in PeopleSoft and Ceridian
• Investigated and resolve payroll issues
• Organized and maintained file correspondence, systems and other essential records
• Responsible for coordinating department schedules and making appointments with clients
• Responsible for the development, design, and delivery of digital data along with verification systems
• Worked with Corporate HR to resolve all employee health benefit eligibility issues
• Audited time and attendance ensuring accuracy of hours reported
• Supported internal and external audit requirements

Confidential

Instructional Designer /Training Business Analysis

• Analyzed business processes, functions, and procedures to determine the most effective business systems software to meet the needs of the organization and the client
• Established systems specifications and objectives, based on business requirements and cost effectiveness
• Acted as liaison between systems software development staff, management, and system end-users to determine requirements and obtain sign-off
• Analyzed weekly and monthly reports, focusing on performance, efficiencies, conversion, and department operations
• Adapted business intuition and strong teamwork skills to work well with team members and all other members of the enterprise business intelligence team
• Created KPI dashboards and automate regular reports where possible
• Worked with technical teams to ensure data from all sources is available for analysis

Confidential

• Applied the ADDIE model to course development
• Conducted basic forms of instructional and training analysis
• Researched content and glean information from technical, soft skill, and business documentation
• Worked with internal and external subject matter experts SME and apply professional SME interviewing techniques
• Organized content to support learning objectives
• Organized content using creative message design principles
• Developed a variety of assessments and assessment items
• Ability to accept responsibility for courseware development, timelines, and budget activities, as assigned
• Effectively worked as a member of a cross-functional team to ensure training materials target training and business requirements and meet all quality control standards
• Organized and lay out content visually
• Knowledge of commonly-used concepts, practices and procedures within Instructional Systems Design
• Performed design/development duties with coaching and reliance upon instructions, process documentation and established guidelines, as assigned

Confidential

• Ensured operational excellence by monitoring and ensuring customer retention and resolution
• Advised management and peers on matters of importance to area s of responsibility
• Proposed and influenced solutions
• Resolved /monitored complex customer escalations as appropriate
• Maintained existing customer relationships as well as with other functional managers.

Confidential

• Consulted with clients about their current and future needs to help them achieve their financial goals and advise them on their largest financial goals
• Established an ongoing financial services relationship with clients through the delivery of world-class service
• Interviewed clients and gathered information pertaining to their unique financial situations, needs and objectives
• Qualified the client for various loan programs

Confidential

Senior Call Center Supervisor / Leadership Performance Trainer

• Monitored team performance for accuracy and completeness of work
• Acted as a liaison between call center employees and management
• Created work schedules and maintained appropriate levels of staffing to satisfy revenue goals
• Reviewed contact center system data to ensure SLO/SLA's are maintained
• Monitored productivity of customer service agents/analysts
• Provided support to analysts/agents for user escalation requests
• Answered questions and recommend corrective services to address customer complaints
• Studied and standardized procedures to improve efficiency of team
• Analyzed Quality Assurance data and create issue resolution
• Set employees strategic direction, goals, and development

Confidential

Team Leader - Tuition Reimbursement Call Center / Process Center

• Supervised and administrated tuition assistance benefits for top companies
• Reported opportunities for improvement Ensured consistent levels of customer service during peak processing periods
• Eliminated inconsistent and subjective policy decisions

Confidential

Supervisor

• Directed and coordinated activities to implement institution policies, and procedures
• Assisted customers to resolve account problems
• Managed the cash flow for branch to ensure accuracy and availability
• Monitored Team Members cash and balancing sheets