Summary

Training and Usability Project Manager who takes complex applications and concepts then turns them into new tools and ideas which are easier for users to interact with, understand, learn and use. Enthusiastic leader with a record of successfully delivering on the usability and training objectives of all parties; stakeholders, developers and application end-users, from inception to delivery. Proficient at managing training projects helping non-technical users learn how to both use software applications and integrate those acquired skills in their business.. Experienced at facilitating interactions between software developers and users through engaging dialog, demonstration, design and testing in the creation of usable technology. Motivational technology speaker with a commitment to integrity in the promotion and understanding of technology initiatives.

Demonstrated proficiency in the following areas:

Work History

CGI Group, Inc., Raleigh, NC 2009 – Present

Senior Consultant

As a Senior Instructional Designer, manage an internal project assignment to successfully integrate new tax management systems at the North Carolina Department of Revenue creating Computer Based Training (CBT), Instructor-Led Training and Coaching/Mentoring curriculum.

• Mentor, train and coach junior instructional designers in the ADDIE model of instructional design, adult learning theory and IT Training production processes.
• Perform needs analysis with business stakeholders to identify training needs, define business process issues, analyze operational efficiencies, develop creative learning objectives and effectively measure results of knowledge transfer.
• Facilitate workshops in instructional design, training and leadership development.
• Manage project resources to ensure efficient use of client human and budgetary resources.
• Create both high-level and detail-level training design documentation then create Adobe Captivate based training content in support of integrated tax management system.

ING Advisors Network, El Segundo, CA   2000 – 2009

User-Centered Design Practitioner 2004 – 2009

Developed solutions to usability issues in the company’s web based applications and provided recommendations to executive management on usability best practices.

• Spear-headed usability as a best practice in the organization then integrated it as a core competency in the software development life cycle.
• Managed usability projects leading to a 20% improvement in customer satisfaction scores in 2007-2008.
• Facilitated usability testing with financial advisers and planners, reported on results of testing and created business requirements of user interface improvements.
• Designed graphical user interfaces for web applications and portals successfully utilized by 8,000+ independent financial advisers.
• Created personas, wireframes, paper and interactive prototypes for testing of proposed design changes and usability enhancements.
• Redesigned financial adviser application by developing information architecture through integration of feedback from both users and business owners of applications.
• Oversaw 50+ enhancements to ING web applications, serving as Business Sponsor who reviewed functional requirements, provided guidance and direction to developers and made final approval of features.
• Shaped the functional requirements for the web-based client account reporting and contact management systems developed by ING.

Senior Trainer/Technical Writer 2000 – 2004

Managed the technology training initiatives and $50K budget for approximately 8,000 full-time employees and independent financial advisers.

• Created course materials and conducted classroom and web-based training for 325 home office staff members and financial advisers that resulted in 73% adoption rates for web applications and portals.
• Produced storyboards, wrote scripts, performed voiceover and produced videos for more than 100 different recruiting, marketing and technology CD-ROMs and streaming web casts as well as performances at live events.
• Translated highly technical information into easily understandable concepts for end users through the creation of white papers, manuals, worksheets, newsletters articles and online help.
• Selected to facilitate national and regional presentations, seminars and workshops on trends in the financial services industry and leveraging technology in the workplace.
• Managed e-learning initiatives and vendor relationships for online learning systems including creation of standard operating procedures, train-the-trainer content and ongoing support for virtual training.

Independent Training Consultant, Los Angeles, CA    1998 – 2000

Trained and supported individuals and groups on Microsoft Office application software, operating systems, Internet and other software as needed.

• Performed training needs and cost assessment analysis for both government and business entities enabling organizations to select the most appropriate training solution for their needs.
• Provided training support for proprietary software applications resulting in a deeper understanding and skillful use of technology by training participants.
• Developed training handouts, leader’s guides and job aids that were used by 20+ trainers in their workshops, seminars and classes.

Public Storage, Inc., Glendale, CA  1996 – 1998

Senior Trainer

Managed six member staff on the implementation of nationwide training for new division of Public Storage, Inc.

• Supported and supervised new trainees through mentoring, observation, and feedback.
• Developed a 10-day call center agent training covering all aspects of corporate policy, procedures and culture resulting in the successful training of approximately 700 call center sales agents to improve service delivery.
• Trained 200 warehouse employees on inventory control, customer database and delinquent tenant tracking software to successfully operate the Pickup & Delivery business unit.
• Created materials for and facilitated workshops in sales, customer service, inventory control, delinquent tenant tracking software, performance appraisal, new-hire orientation and management development.

Education And Certifications

BS, Business Management, University of Phoenix, Costa Mesa, CA, 2005

CompTIA A+ Certification

Volunteer Activities

Triangle Radio Reading Service, 2009 – Present

Triangle Usability Professionals Association, 2008 – Present

Breast Cancer 3-Day Fundraiser and Walker, 2004

Board Member, National Academy of Finance, Juan Cabrillo High School, Long Beach, CA, 2003 – 2004

Webmaster, H.E.L.P. Senior Legal Services, 2001

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