top of page

My Resume & portfolio

​

6 Years Built reputation and became call center's local needs Instructional Designer as a globally top performing trainer

  • Continued Education and Job Aids for Value Creation Team - Top Course: Coaching to Sales 

  • Team of Experts Onboarding - Needs Analysis and Insights, Design, Development, Implementation and Evaluation of Continued Education courses - Top Course: Negotiation Styles which became a site leader course due to effectiveness. 

  • Leadership Needs Curriculum designer (Pre FLDC needs) - Top Course: Culture Workshop for Coaches, Senior Experts and Managers

  • Any local requests for Continued Education and localized New Hire materials - Top Course: Tone of Voice Workshop

 

4 years with Customer Care Leadership Development Instructional Design Team

  • Intentional Interviewing: Cues for a Successful Hire - AGILE ADDIE process used to complete an interactive self-lead course to improve quality of hires

  • Primary Owner of Senior Expert Materials: Senior Expert Onboarding, PAIR for Senior Experts, Best of the Best Modernization for Senior Experts

  • Editor for many courses

  • Collaborated with team to create a standard for THRIVE (new LMS) usage across the team

  • Collaborated with team to design and develop PAIR for Coaches

  • Culture Series - Designer of what became the Playbook used for entire course, collaborated with Senior ID and SPM to create first course on TRUST, assisted peers in setting up playbook for the portions they owned.

  • Designed and developed a Project Call Planner that is now used by the team

 

2 years with global Cross Functioning Instructional Design Team 

  • Cross-functional team member - Prepaid, Telesales, Team of Experts, Home Internet Sales and Support, Business Direct and Business Direct Back Office​

  • Mentor to Interim Peers and hired Contractor

  • Primary Owner of Telesales New Hire Curriculum - THRIVE conversion, pathing, updates, TTTs, Self Designed Prep Guide, Ask the Expert response team, Roadmap at a Glance, Instruction Schedule, adding updates to C2 through AEM

  • Home Internet Sales Redesign for TEX Pilot & Telesales New Hire

  • Art of Cancel for Home Internet LOBs

  • Competitive Comparison Tool for Home Internet LOBs

  • Learning Experience Curriculum Inbox - Proactively volunteered to assist with team effort, partnered with peer and Senior ID to design rules of use, presented to team, created THRIVE set up course

  • Clips Author - Volunteered to own this for the Telesales team

  • Rebellion Simulators created in Storyline for Prepaid and Telesales

  • Interaction Model web based training series created in RISE for Telesales and Home Internet

  • Interaction Guide web based training and Huddle created in RISE and Vyond for Telesales and TS Home Internet

  • Conversion of existing and creation of new Business Direct and Business Direct Back Office New Hire Curriculum - Teaching Contractor to Thrive and how to convert from C2, Assisting in Team effort to convert, creating multiple new lessons

  • TTTs for Inbound Telesales New Hire, Business Direct New Hire, BDBO New Hire in Process, Competitive Comparison, Interaction Guide, Home Internet Conversion TEX, Home Internet Telesales

  • Created Abbreviated Telesales New Hire Paths

  • Built and ran Vyond Workshop to train peers in how to use Vyond

  • Sprint Forward Lesson in THRIVE 

  • Pronouns Matter Lesson- Built web based training and facilitator guide for Telesales New Hire and possible use in multiple LOBs. Created video in Animotica (similar to Camtasia) to create bigger lesson impact. 

bottom of page