My Resume

2022 - Present

Conducted needs analyses, aligned business requirements for targeted learning solutions, and established measurable success metrics for program evaluation. Created on a 12-week onboarding curriculum for employee benefits analysts, utilizing Canvas, virtual sessions, resulting in a 21% average score increase. Storyboarded, designed, and developed gamified eLearning courses in Articulate Storyline and Articulate Rise, integrating animated Vyond videos and Camtasia screen recordings as appropriate. Guided junior instructional designers to enhance team collaboration and individual skill development.

2021 - 2022

Designed, developed, and facilitated a multiweek blended learning experience for a virtual audience. This included building the curriculum, incorporating eLearning, and establishing a new roleplay evaluation format. Designed and delivered Salesforce training, equipping teams with the knowledge and skills needed to optimize CRM utilization, streamline workflows, and increase client base. Created multiple eLearning courses to improve performance of member support agents. Customized and delivered training for member support agents on chronic care medical devices, enhancing their expertise to deliver top-notch assistance and elevate customer support experiences.

2015 - 2021

2014 - 2021

Designed and developed multi-week training courses on systems and product knowledge for call center agents. Wrote training scripts and developed PowerPoint presentations for domestic and international travel agent education programs. Created knowledge assessments associated with learning courses. Oversaw internal course maintenance processes. Assisted with design and rollout of an intern development program for a “Big 4” accounting firm. Analyzed and synthesized international client discovery data, across multiple job sites and job levels.