To develop and design instructional training courses, media and tools to successfully prepare employees and managers to confidently and competently perform their job requirements in the most efficient way possible.

Experience

Confidential

• Instructional Designing
• Conduct training needs assessment and prescribe training solutions that positively impact ROI.
• Design a development model appropriate for any given project using ADDIE method.
• Research and implement training tools and best practices to maximize training effectiveness.
• Project Manager of instructional design projects LMS and eLearning Help Desk initiatives.
• Gather course objectives and collaboratively visualize training classes/scripts with SMEs.
• Update all training materials based on Food Safety laws, GC specifications and recipes.
• Develop soft skills, positional, management, technical, CBT/simulations, self-study, facilitator-led training for employees, MITs and General, Kitchen, and Hospitality Managers.
• Develop Train the Trainer, MIT and advanced development programs.
• Develop interactivity, ice-breakers, role plays and course assignments.
• Develop visual and job aids to supplement online and classroom training using In Design.
• Develop Pocket Guides, Study Guides, and Manuals using In Design and Photoshop.
• Develop, edit and proof storyboards, schedule photo shoots, select and edit photos.
• Review and evaluate final multimedia files to ensure timing is accurate and narrative and image selection is as listed in the approved English and Spanish storyboards.
• Evaluate training to ensure end-user needs are met using Select Survey ASP or LMS.
• Monitor and evaluate the facilitation roll out of a new training or revised training courses.
• Facilitator
• Train Managers restaurant operations, equipment, LMS management via Web Ex or in class.
• Train Manager Development Programs and Train the Trainer courses.
• Train Trainers for effective implementation of new classes and instructional strategies.
• LMS Management
• Manage and update test questions in the test database and upload to the LMS.
• Create online surveys and evaluations within the LMS or Select Survey ASP.
• Set up courses, tests and evaluations and establish the grading and hierarchy specs in LMS.
• Set up end users' log-in name, passwords and administrative/user rights in the LMS.
• Give or remove course credit, override test scores and transfer employee records.
• Maintain the GC organizational hierarchy within the LMS.
• Test LMS usability throughout course development to ensure courses are user friendly.
• Converted courses into SCORM online learning standard format so content can be reused .
• Assisted in customizing and transitioning all end users and training records to new LMS.
• Communications
• Develop posters, brochures, pamphlets, flyers, and graphics using In Design and Photoshop.
• Develop memos, training alerts and articles for training publications.
• Develop electronic forms using Microsoft Publisher, InfoPath and Adobe Acrobat.
• Manage the training material inventory and maintain relationships with print vendors.

IT / Help Desk

• Manage the Training Center e-Learning Ticket System, open, work and close tickets.
• Maintain contact with all restaurants and troubleshoot online course lock up, test engine issues, employee registration, internet connectivity, server issues, etc.
• Provide Tier 1 and Tier 2 technical support to all LMS end users.
• Work closely with Operations IT to troubleshoot/set up back office roster upload with LMS.

Confidential

• Instructional Designing
• Identify and analyze training needs and prescribe solutions that positively impact ROI.
• Research and develop soft skills, positional, management, technical, CBT courses for the Mortgage Loans, Escrow, Default, ELOC, Records Management, QA departments.
• Monitor changes in laws governing mortgage loans and banking and update courses.
• Maintain, revise and train the annually required Bank Secrecy Act BSA class.
• Create CBT courses for all of Loan Service using Captivate, QUEST or Articulate.
• Develop, edit and proof storyboards and select graphics online courses/simulations.
• Develop quizzes and tests and administer using the LMS, Captivate or classroom.
• Develop visual and job aids to supplement online and in the classroom classes.
• Develop interactivity, discussions or role plays that correlates with the course topic.
• Develop pocket guides, study guides or manuals for employees and Managers.
• Monitor and evaluate the facilitation roll out of a new training or revised training courses.
• Communications
• Develop training surveys using InfoPath 2003, LMS and Microsoft Publisher.
• Develop training alerts to relay organizational or business changes.
• LMS Management
• Manage and maintain the LMS Share Point for the Loan Service Training Department.
• Administer Corporate Training classes for approximately 2,500 employees.
• Schedule and confirm trainers to facilitate corporate training classes.
• Create attendance rosters and send materials to trainers and observers.
• Enroll employee in courses, enter and edit organization data, maintain training records.
• Create employee attendance stats, facilitator training hours and drop and no show reports.

Confidential

• Trained employees on technical and customer service skills and new procedures and procedures.
• Provided recurrent training to customer service representatives.
• Developed facilitator led courses for half day training content or team huddles.
• Developed job aids, tips sheets, role plays and ice breakers for online and classroom training.
• Trained cardholders to enroll, navigate and view all credit card details online.
• Developed a recognition program for E-mail Team.
• Provided cardholders with billing, payment, balance transfer, APR and arbitration information.
• Researched transactions and initiated disputes for unauthorized charges provided claim status.
• Restored customer's interest rates, restructured their accounts and researched escalated issues.
• Processed balance transfers, payoff data requests, new cards, statements, and cash advance checks.
• Offered new credit card offers and other services to potential and current customers.

Confidential

• Scheduled customer's flight, car and hotel reservations.
• Made changes and cancellations to customer's car and hotel reservations.
• Reissued customer's airline tickets by changing their flight itinerary.
• Maintained direct contact with the airlines, car rental dealerships and hotels.
• Assisted customers to create online accounts and build flight, car and hotel reservations.

Confidential

• Trained computer/technical, soft skill, positional and management skill classes.
• Evaluated students' ability to continue training and scheduled 1-on-1 training when necessary.
• Developed training materials for new hires, tenured employees and management staff.
• Developed visual and job aids to supplement online and in the classroom classes.
• Developed ice breakers, situational discussions and role plays.
• Maintained a personal knowledge of day-to-day operations and updated training accordingly.
• Maintained statistical and anecdotal records on each trainee.
• Submitted classroom attendance documentation on a daily basis to payroll/accounting.
• Provided final course evaluation to each trainee upon successfully completing training.
• Evaluated employee performance and success post training provided post training coaching and mentoring.
• Created and updated test questions in Test Trak system test engine .
• Maintained 100 quality scores during mandatory 2 hours phone time per month.
• Supervised Training Assistants, evaluated their training and provided mentoring.
• Monitor and evaluate the facilitation roll out of a new training course.

• Scheduled organized and distributed work to CSRs while assuring compliance with company procedures, quality standards and operational requirements.
• Maintain daily CSR telephone logs, employee attendance and employee files.
• Facilitate open communication between management/non-management staff.
• Compiled work volume and telephone volume statistics for reporting and coaching purposes.
• Provided support and coaching to employees who required additional training.
• Conducted formal and informal group training sessions with Floor Team.
• Conducted staff meetings which covered daily requirements and team building exercises.
• Maintained team call handling time and QA scores in compliance with operational standards.
• Conducted Quality Assurance monitoring and testing and worked closely with QA Team.
• Took escalated calls requiring additional research or per customer's request.