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Deposit Disputes Instructional Designer Resume Example

Resume Score: 80%

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MK
DEPOSIT DISPUTES INSTRUCTIONAL DESIGNER
Summary

Diligent Instructional Designer bringing 24 years of curriculum and training contributions to further the USAA development and mission. Industrious and meticulous with a drive for optimizing workplace efficiency.

Skills
  • Analytical
  • Communication
  • Curriculum implementation
  • Course material development
  • Workforce efficiency
  • Organization
  • Flexible
  • Time management
  • Decision-making
  • Relationship building
  • Collaboration
  • Content Management & Assessment
  • Training Program & Material Development
  • Project Management
  • Multi-Platform Delivery
  • Photoshop, Illustrator
  • Adobe Acrobat
  • Storyline, Basic
  • Audacity
  • Evaluation and Analysis
  • Adult Learning
  • Adobe Captivate, Basic
  • Social Media Tools
  • SnagIt
  • Brainshark
  • VideoScribe, Basic
  • Soundforge, Basic
  • Implementation guidance
  • Training program improvement
  • Learning modalities
  • Customer service
  • Coordination
  • People skills
  • Reliable and trustworthy
  • Working collaboratively
  • Microsoft Office
  • Computer skills
Experience
Company Name | City, StateDeposit Disputes Instructional Designer11/2019 - Current

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

  • Developed and improved curricula, course formats and lesson presentations for diverse topics.
  • Evaluated course performance to determine areas in need of improvement.
  • Utilized knowledge of industry best practices to improve upon existing training methods.
  • Developed curriculum and learning materials to increase comprehension.
  • Demonstrated knowledge of varied learning modalities.
  • Orchestrated new trainings to meet regulation and compliance instructional needs.
  • Conducted in-depth research to write, edit and produce a professional platform to maintain Deposit Disputes data.
  • Worked with Risk and Compliance L&D and with Omni L&D to create and upload trainings.
  • Completed side by side observations with analyst for the Debit Card Non-Fraud, Debit Card Fraud, ACH, and Non-Merchant lines of business to obtain current processes and procedures being used.
  • Reviewed current materials tor opportunity of improvement.
  • Created job aids for Scorecard and Employee Rankings for QA Disputes Directors.
  • Assisted in working sessions with the various Business Analyst and Experience Owners.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
Company Name | City, StateQuality Assurance Specialist09/2019 - 11/2019

Worked as a Quality Assurance Specialist where I executed programs that evaluated quality for member contact areas for FSB product lines. I provided operations and various business partners guidance on quality assurance processes, coaching/sustainment plans and training solutions.

  • Maintained a process for analyzing quality performance trends and identified root cause/ gap analysis.
  • Made improvement recommendations to multiple functional (member contact & non-member contact areas of the Federal Savings Bank.
  • Provided the necessary awareness to ensure legal and regulatory compliance exists throughout the Federal Savings Bank.
  • Worked under general supervision ad have knowledge of USAA product lines; performed quality assurance audits of low to medium complexity, and communicates the results to all levels of CoSA management.
  • Assisted the operational areas with validating data, identifying trends, account corrections, and recommended changes to processes, procedures, policies, and training programs.
  • Consulted with management on special audits, studies and special projects. Served as the point of contact for external quality review vendor and contract coordination and administration.
  • Identified training needs and developed director training to meet business requirements.
Company Name | City, StateInstructional Designer01/2018 - 01/2019

Worked as an Instructional Designer that worked primarily with Corporate Training and reassessed current materials to incorporate micro-learning and e-Learning components.

  • Provided design feedback on exiting materials on how to reduce time and layout of training.
  • Met with business partners to review project details to begin the design process.
Company Name | City, StateLearning Design & Development Senior Analyst, VP01/2002 - 01/2018

Worked as cross-functional team member (Retail, Credit Card, and Specialty Team (Fraud); designed and developed training material and course-ware for classroom, self-directed, and web-based delivery mediums. Collaborated with classroom delivery peers and business partners to assess curriculum needs and identify best instructional design methodology.

  • Designed and developed training programs and learning materials using a variety of learning methodologies, such as ABCD Model for Writing Objectives, Micro-Learning, ADDIE Model, and AGILE.
  • Delivered interactive and effective learning experience by integrating adult learning theory and creativity into all design elements to ensure information and learning objectives are achieved.
  • Michelle E.
  • Kelley michelle.escobedokelley@gmail.com Page Three.
  • Maximized classroom learning and paper use by establishing training materials and content, such as facilitator guides, participants' online workbooks, PowerPoint presentations, and job aids.
  • Facilitated and completed Train-the-Trainer pilot sessions for new and current curriculums and for both offshore and stateside employees.
  • Met with trainers after sessions to discuss lessons learned and opportunities for growth.
  • Designed, enhanced, produced, assembled, and delivered printed and/or produced training and service materials, leveraging vendor relationships or utilizing internal resources, when appropriate.
  • Conducted needs analysis and collaborated with internal business units and subject matter experts (SMEs) on objectives and course content and communicated strategy, design, scope, and development time for each assignment.
  • Worked with e-Learning team to identify overall design for online learning by creating storyboards, scripts, course content, while working through the development process communicating best practices to internal clients.
  • Conducted quality assurance testing on all training materials created, including loading, testing, validating, and evaluating programs.
  • Maintained and managed curriculum content and completed Change Training for the various programs.
  • Worked with LMS to post online and interactive training.
  • Created learning assessments for evaluating learning solution effectiveness and impact by reviewing course feedback and utilizing the feedback to improve the training while providing the business with updates.
  • Teamed with project managers on large-scale training efforts, capturing business needs while providing value-added feedback from past curriculums, including identifying what worked.
  • Helped maintain the team's SharePoint Site and utilized the site to load various projects for review.
Education and Training
DeVry UniversityBachelors of Science (BS) in Technical Management
San Antonio College | City, StateAssociate of Applied Science (AS) in Banking and Financial Services
Certifications
Project Management Course – Udemy – August 2018
Interests
  • Achievements
  • Citibank Literacy Program - Mentor 05.2000 and 05.2001
  • Citibank Junior Achievement Program
  • The President's Volunteer Service Award: 2007, 2008, 2009, 2010, 2013
  • Harmony Science Academy PTO President: 8/2014-6/2016
  • Galm Elementary PTA Secretary: 2018-2020
  • Brennan High School Booster Club 2018-2019, 2019-2020
Languages
Bilingual (Speak, Write & Read Spanish
Accomplishments
  • Consistently maintained high customer satisfaction ratings.
  • Developed relationships with new clients.
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • DeVry University
  • San Antonio College

Job Titles Held:

  • Deposit Disputes Instructional Designer
  • Quality Assurance Specialist
  • Instructional Designer
  • Learning Design & Development Senior Analyst, VP

Degrees

  • Bachelors of Science (BS) in Technical Management
    Associate of Applied Science (AS) in Banking and Financial Services

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