Instructional Designer

• Sep 2022 - Present

Senior Instructional Designer

• Jun 2021 - Sep 2022

• Coach, train, and complete quality reviews of content for a large team of instructional designers that improve their skills and the quality of the program. • Create content and act as a subject matter expert for many of the 62+ global new hire programs, leading to quality materials and faster ramp time for learners. • Provide thought leadership for innovations in eLearning, Instructor-Led training, information mapping, gamification, performance support, globalization, and… Show more • Coach, train, and complete quality reviews of content for a large team of instructional designers that improve their skills and the quality of the program. • Create content and act as a subject matter expert for many of the 62+ global new hire programs, leading to quality materials and faster ramp time for learners. • Provide thought leadership for innovations in eLearning, Instructor-Led training, information mapping, gamification, performance support, globalization, and sustainability. • Champion modernization of learning programs with stakeholders as well as an improved closed-loop approach across departmental teams. • Help to foster professional development for all employees and the greater department through one-on-one coaching, micro-workshops, and more. • Assist with team strategy sessions, development of Standard Operating Procedures, communication across departments, and the hiring process.

Instructional Design Specialist

• Oct 2018 - Jun 2021

• Applied adult learning theory and adult learning principles to write and develop training curricula, job aids, and other instructional materials for a variety of customer service teams within the vehicle manufacturing industry. • Worked as a mentor, project leader, and assistant to the supervisor team with various tasks and global initiatives. • In 6 months, re-built a four-week new hire training curriculum for our luxury client and helped with first-wave implementation… Show more • Applied adult learning theory and adult learning principles to write and develop training curricula, job aids, and other instructional materials for a variety of customer service teams within the vehicle manufacturing industry. • Worked as a mentor, project leader, and assistant to the supervisor team with various tasks and global initiatives. • In 6 months, re-built a four-week new hire training curriculum for our luxury client and helped with first-wave implementation. Changes made to this curriculum led to faster on-ramping for new hires and a smoother transition between classroom and production. Graduates scored 90% or above on final assessments. • Provided thought leadership for innovations in eLearning, Instructor-Led training, information mapping, gamification, performance support, and sustainability.

Lead Generation Specialist

• Sep 2017 - Oct 2018

• Managed inbound and outbound digital communication with current and prospective customers for three different departments across email and chat. • Acted as liaison between buyers and dealerships, applying marketing practices to generate sales leads. • Maintained Customer Satisfaction scores of 90% or higher for the duration of time in this role. • Built and maintained a library of templates and scripted responses to be used by chat and email teams. Able to reduce response… Show more • Managed inbound and outbound digital communication with current and prospective customers for three different departments across email and chat. • Acted as liaison between buyers and dealerships, applying marketing practices to generate sales leads. • Maintained Customer Satisfaction scores of 90% or higher for the duration of time in this role. • Built and maintained a library of templates and scripted responses to be used by chat and email teams. Able to reduce response times by 35% without a negative impact on customer satisfaction.

Digital Media Design Specialist

• Nov 2016 - Sep 2017

• Coached, trained, and completed quality reviews of content for graphic designers, copywriters, and ad posters that improved their skills and the quality of the program. • Handled all graphic design for digital and marketing collateral to support high-volume recruitment advertising needs of 20+ clients. • Built and maintained a library of branded templates and digital assets. • Coached, trained, and completed quality reviews of content for graphic designers, copywriters, and ad posters that improved their skills and the quality of the program. • Handled all graphic design for digital and marketing collateral to support high-volume recruitment advertising needs of 20+ clients. • Built and maintained a library of branded templates and digital assets.

Team Leader - Marketing (Click-to-Chat)

• Jun 2015 - Nov 2016

• Led a team of approximately 60 outbound call center agents to support a national incentive offer. • Able to schedule over 2000+ test drives in a 2-month span. • Coached, trained, and completed quality reviews of calls for 30+ agents, improving customer satisfaction scores and lead conversion by over 30%.

Customer Service Representative

• Mar 2014 - Jun 2015

Barista/Trainer

• Aug 2010 - Mar 2014