SUMMARY

Energetic workforce development professional with diversified experience in crea

tive instructional design, effective project and curriculum management, with a r
eputation for orchestrating change smoothly. Expertise in the design and develo
pment of learner-centric training and educational products.
Skills include:
- ADDIE Model
- Adult Educational Theory
- eLearning Design
- Technical Writing
- Business Communications
- Training Delivery
TECHNICAL SKILLS
- Microsoft: Word, PowerPoint, Excel, Visio Project, Publisher, Access
- Saba Publisher, Lectora
- TechSmith: SnagIt, SnagIt Studio (versions 7 and 8)
- Adobe: Acrobat Professional, Dreamweaver, Captivate
- Information Mapping
PROFESSIONAL EXPERIENCE
NATIONAL CITY BANK / PNC FINANCIAL SERVICES GROUP, Columbus, OH (1993 a" 2010)
Lead Instructional Designer (2009 a" 2010)
Serve as lead designer and project manager on projects for more than 55,000 empl
oyees across all lines of business. Improve employee performance to support bus
iness objectives through design and development of variety of instructional prod
ucts. Mentor and coach team members unfamiliar with instructional design and PN
C Instructional System Design (ISD) process.
Major Accomplishments
- Created consumer product web-based training deliverables for over 13,000 Natio
nal City employees converting to PNC consumer products, which contributed to suc
cessful conversion of National City consumer banking customers to PNC Financial
Services Group.
- Designed new creative, blended on-boarding program for Bank Operationsa new hi
re employees, which received excellent feedback from both learners and managemen
t as both an instructor-led course for new hires within the PNC footprint and as
web-based training courses for new hires outside the PNC footprint
- Created web-based training to introduce PNC points banking rewards program to
all legacy PNC audiences and changes to processes servicing the rewards program
to legacy National City employees, which contributed to its successful launch to
PNC customers.
- Led project team to formalize instructional design process used within PNC Uni
versity, which contributed to a more uniform project flow within the department.
- Programmed updates to existing web-based learning modules using Saba Publisher
, which provided more timely updated and correct training to learners.
Design Specialist II (1999 a" 2009)
Served as lead designer and project manager for over 13,000 retail banking emplo
yees. Produced instructor-led, web-based, on-the-job, and just-in-time training
. Mentored and coached team members unfamiliar with instructional design and Na
tional Cityas processes and project flow.
Major Accomplishments
- Contributed to overall design and functionality of Electronic Performance Supp
ort System (EPSS) to support front line users of customer account GUI software s
ystem used in over 1,400 branches and four call centers, which reduced calls to
Support Center by 10%. Developed and maintained EPSS files in HTML format using
Dreamweaver.
- Created instructor-led training to introduce points from National City banking
rewards program for audiences within three lines of business, which contributed
to successful launch of an industry-leading rewards program. Converted materia
l to web-based training for inclusion in four new hire programs, which reduced r
esources needed to maintain training by 70% and provided consistent message.
- Designed training to introduce new Health Savings Account product, which contr
ibuted to triple anticipated sales within first three months.
- Created and maintained consumer product and regulatory courses used for four n
ew hire programs, which produced a consistent message across programs and reduce
d time and resources required to update programs due to product or regulatory ch
anges by approximately 70%.
- Designed and developed consumer product training for six bank integrations, wh
ich contributed to successful transition of employees and customers to National
City.
Performance Support Specialist (1995 a" 1999)
Responsible for design, development and maintenance of training for over 10,000
Retail Business line employees, working within budgetary constraints while ensur
ing sound instructional design.
Major Accomplishments
- Designed and maintained new hire program for Branch Platform audience, which p
repared over 1,000 new hires to sell and maintain consumer deposit and lending a
ccounts.
- Led design and development of online help system to support proprietary ACCESS
system used in four call centers using mainframe program, Preference, which con
tributed to a 10% reduction in length of calls.
Training & Development Specialist (1993 a" 1995)
- Consulted with clients to determine their functional training and reference ne
eds.
- Supported technological solutions using mainframe applications.
- Developed and maintained instructor-led training and paper-based reference mat
erials for 9,000 support associates and branch staff.
- Conducted training courses in Microsoft Office applications for all corporate
employees.
EDUCATION
- BA, Business Administration, Mount Vernon Nazarene University, Mt. Vernon, OH
- Continuing Education: numerous workshops and classes within core Instructional
Design discipline; including University of Phoenix, Langevin, Dublin Consulting
PAST AND PRESENT PROFESSIONAL AFFILIATIONS
- American Society for Training and Development
- International Society for Performance Improvement
- Society for Learning Technology