Skills

Instructional Design: Goal Analysis, Task Analysis, Learner Analysis, Job Aids Design
E-Learning: Storyboarding, Camtasia, Adobe Creative Suite
Research: Survey Design (Qualtrics, SurveyMonkey), Interview, Data Visualization,
Project Management: Trello, Microsoft Planner
Software: Microsoft Office 365 (Word, Excel, PowerPoint, Planner, Power Automate, Forms, Teams), Google Suite, Zoom
Graphic Design: Adobe Creative Suite (Photoshop, Illustrator, InDesign)
Video Production: Premiere Pro, Audition

Work Experience

Moved to Marketing & Communications team and changed roles when Transdev acquired First Transit in 2023
Support brand standardization control, including coordinating rapid rebranding and presenting webinars
Analyze customer and employee satisfaction survey results, then present findings to clients
Support customer and employee experience programs by building surveys and dashboards in Qualtrics, then training clients to use them
Work within a team to support company communications needs

Promoted to program manager January 2022 after supporting continuity program rollout in 2021
Helped deploy and refine industry leading business continuity plan program
Oversaw continuing maintenance and tabletop exercises for business continuity plans
Managed First Transit Connect, a mobile app for deskless employees
Gathered, analyzed, and presented data related to training participation and employee app engagement
Design and develop user guides, on-the-job quick reference guides, job aids and more
Design, develop and facilitate virtual, instructor-led training
Support other projects as part of a team to gather information, determine requirements, and develop communications

Maintained policy and procedure library, including editing and writing documentation
Designed, developed and implemented computer-based and facilitator-led training
Met with end users and managers to map processes
Monitored real-time site traffic using Genesys Call Center Pulse application
Maintained Excel-based, multi-sourced associate list used for various company-wide projects
Managed training courses on LMS and administered SharePoint sites
Provided project support with analysis, documentation and other duties as requir

Trained new associates on systems, policies, and procedures
Developed job aids for new hires
Provided support and coaching for less experienced fellow counselors
As a customer service representative, assisted customers with banking transactions inside a branch
As a late-stage collector, worked with borrowers to identify delinquency reasons and create a payment plan

Bachelor of Arts degree in Journalism, College of Informatics, Northern Kentucky University, Highland Heights, Kentucky, USA (December, 2014)
Graduate studies in Organizational Performance and Workplace Learning, College of Engineering, Boise State University, Boise, Idaho, USA