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

First Transit

Cincinnati, Ohio
Program Manager, Jan. 2022 – present
Technical Write & Editor, July 2019 – Jan. 2022

  • 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

Anthem, Inc.

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

Fifth Third Bank

Cincinnati, Ohio
Homeowner Assistance Counselor, May 2012- April 2014
Customer Service Representative, Jan.-June 2011
Late Stage Collector, Jan. 2009-Sept. 2010
  • 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)