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

• Promoted to program manager January 2022 after leading a successful program rollout in 2021
• Helped refine and deploy industry leading business continuity plan program for sister companies First Transit, First Canada, and First Vehicle Services. This project included:
  • planning, scheduling, and reporting progress of initial rollout and subsequent annual plan recertification
  • developing communication plans, then writing, designing and disseminating field communications
  • designing, developing and delivering training for rollout and annual recertification
  • working in groups and one-on-one with managers to assess their operation and develop business continuity plans
  • using tools like Microsoft Planner, Power Automate and Microsoft Forms to help manage the project and automate parts of review and recertification
• Oversee continuing maintenance and tabletop exercises for business continuity plans
• Administrate First Transit Connect, a mobile app for deskless employees, including managing user access, updating content, troubleshooting and conducting monthly usage analysis
• Expand the scope of reports used to track First Transit Connect mobile app adoption and use
• Work with mobile app vendor to develop enhancements, including participating in user acceptance testing
• Analyze learning needs, then design, develop implement an appropriate solution
• Design and develop user guides, on-the-job quick reference guides, job aids and more
• Design and develop and facilitate virtual, instructor-led training
• Support other project managers by working as part of a project team to gather information, determine requirements, and develop communications
• Assist with employee portal migration and ongoing maintenance
• Act as a resource for SharePoint, including consulting with other corporate partners to identify, recommend, and implement information management solutions within SharePoint
• Consult with other team members to identify ways to leverage Microsoft 365 applications to meet their needs
• Create and administer surveys, then collect and analyze responses
• Write and disseminate field support communications, including planning email campaigns
• Design, develop, and maintain intranet sub-site that improved communication from HQ to employees in the field
• Write and edit employee guides and job aids
• Gather, analyze, and present data related to training participation and employee app engagement
• Edit videos promoting business initiatives and highlighting employee successes

Cincinnati, Ohio
Documentation Analyst, Anthem, Inc.
Cincinnati, Ohio, June 2017 – July 2019

• Conducted needs assessments for documentation, training, and technology tools
• Designed, developed, and implemented computer-based and facilitator-led training
• Mapped processes, then determined and recommend improvements
• Led UAT testing teams, including writing test scripts and meeting with users
• Maintained several Excel-based reports, including training progress reports
• Managed training courses on LMS and administered SharePoint sites
• Provided project support with analysis, documentation and other duties as required
• Served as a customer service representative from April 2014-May 2017

• As a homeowner assistance counselor, I exceeded personal performance goals while:
  • Training associates on systems, policies, and procedures
  • Developing job aids for new hires
  • Providing support and coaching for less experienced fellow counselors
• As a customer service representative, I assisted customers with their face-to-face banking transactions inside a branch.
• As a late stage collector, I worked with borrowers to identify reasons for delinquency and create a plan to bring their accounts out of default.
• Managed a report detailing the status of high-balance delinquencies and shared with vice presidents on a bi-weekly basis

Education

• Master of Science degree in Organizational Performance and Workplace Learning, College of Engineering, Boise State University, Boise, Idaho, USA (anticipated graduation: 2023)
• Bachelor of Arts degree in Journalism, College of Informatics, Northern Kentucky University, Highland Heights, Kentucky, USA (December, 2014)

Affiliations

• Project Management Institute, National and Southwest Ohio Chapter, Member (2022)
• Association for Talent Development (ATD), Greater Cincinnati Chapter, Member (2020 – present) 
• International Society for Performance Improvement (ISPI), Bay Area Boise State Chapter, Member (2020 – present)