Communications Specialist with broad experience in both written and verbal presentation, involving training facilitation, materials development, process and procedure definition, review, quality and oversight of email communications.

Skills

• Trainer / Coach
• Instructional/Online Design
• Web Developer
• LMS Administrator
• Video Production
• MS Office Expert
• SharePoint Administrator
• Project Manager
• Curriculum Manager
• Facilitator
• Photoshop
• Illustrator
• Captivate
• Flash/Action Script
• HTML/Java Script
• 15 years in Learning and Developing with a Technical Communication degree, insures the educational background, professional experience, and record of accomplishments. Experience developing and delivering certification and training sessions using the ADDIE model, LMS vendor management and instructional design. Recognized for creating valuable job aids, succinct communication to learners via email and presenting information in an engaging way high-energy, intuitive, results oriented, and innovative.
• 12 years as a Training Specialist for the Wasserstrom Company, creating/organizing curricula, training, developing, and assessing New Hires, existing CSR and Sales was my main requirement, along with other duties, in a strictly compliance atmosphere in the Foodservice Distributor industry.
• Training Specialist for JPMorgan Chase, responsible for the in-house LMS publishing training courses, resources, and training for the Training and Curriculum Managers. Develop training, and then instruction for LMS system Certification access rights, managed training deployments and troubleshooting issues, UAT testing for new enhancements developed test scripts, batch requests, supporting the testing team. Reporting for Training, and New Hire Managers, in a strictly compliance atmosphere within the restraints of the OCC FCC in the Financial Branch Banking industry.

Technology

• Adobe Applications
• CS5 Suite Photoshop, Illustrator, Dreamweaver, Flash, and Acrobat , eLearning Suite including Captivate
• Microsoft Windows Applications
• MS Office '98 -'10: Access, Excel, Outlook, Publisher, Power Point, SharePoint, Word, Visio
• Other Software Applications
• LMS software: Genesis, SumTotal Pathlore , e-Synergy, FEDA Interactive Training
• Other Software: Framemaker, HP Quality, Word Press, Mad Cap Flare, Order Writer, Call Pilot Phone Manager
• Coding Languages: in XHTML, HTML, CSS, SCORM, Java Script and Action Script
• DOS Mainframe: AS400, TSYS Chase Credit Card, and Auto CA, and MMCSR Chase Online Banking
• Report Management: MS Office, Genesis, SAP, Crystal

Professional Experience

CONFIDENTIAL

Training Specialist

• Genesis LMS Production Support:
• Feedback queue and general inquires. Providing or escalating immediate resolution.
• Managing training deployments and troubleshooting issues
• Performs UAT testing for new enhancements, develops test scripts, and supports testing team.
• New hire reporting updates, and batch requests.
• Custom evaluations, surveys, and training reminder emails.
• Supporting new Genesis Assignment Center, conducting Certification and training sessions.
• Creating demos and training aids for end users.
• Video Production Support:
• Talent Coordinator, insuring talent signs forms, dressed, makeup, at required time ,and Gaffer/Best Boy

Quality Specialist

• Pilot measuring quality review processes and analyzed outgoing email communication from Branch Bankers for compliant issues. Influenced the evolution of the forms and project, identified and reported compliance issues allowing Senior Management to become aware of the continuous need for quality review in outgoing emails.
• Results generated creation of new Quality Analyst group for quality review in outgoing branch emails.

Training Administrator

• Provide site support to all Mortgage Banking training delivery teams, as well as nationwide support to the Mortgage Banking Operations teams. Focused on curriculum, course and class creation as member of Learning Administrator II Team. Resolved Mortgage Banking learner assignments and email inquiries in Training Central as well as initiating LMS consistencies and improvements. Added and edited content supplied by Instructional Designers and Trainers to LMS platform using HTML coding. Establish and / or create efficiencies for existing processes of department logistics, and exceeded department standards of 82 with curriculum/course creation and problem resolution turnaround.
• Observed Adobe program use and SharePoint assignments as participant with the eLearning group, allowed for effective communication with Instructional Designers and eLearning Developers for troubleshooting Training Central issues. Recognized as point person for program issues with the team and for Access HR representatives due to history of successful resolutions.

Training Coordinator

• Created rosters, planned classes, and communicated with Training, Sales Managers, and Branch Mortgage Officers to establish a new hire training program. Served as liaison between Mortgage Bankers and the Meetings Events department, ensuring accurate and cost efficient travel arrangements were made for participants.
• Enrolled learners in Training Central and monitored registrations with the objective of filling the sessions. Provided immediate resolution for all administrative issues involving the new program.

Online Banker 3 1, Telephone Banker, Retail Financial Services

Proficiently explaining process steps and delivering an excellent customer experience for the Consumer, Business and Branch end users. Troubleshooting and Guiding the Chase.com global user through the consumer and business applications. Receiving high customer service surveys C-stats , of 4 and 5's on a scale of 1-5 consistent adherence scores of 93 .

Usability Tester

Tested new program upgrades before released into production. Inspected upgrades for errors or incorrect terminology involving Customer Assist CA and Interactive Voice Response IVR processes. Tracked defects and diligently performed retesting until all processes ran properly ensuring users a reliable user experience.