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Instructional and training professional with demonstrated experience designing, developing, and delivering face-to-face and virtual learning across the enterprise. Leverages adult learning techniques (e.g., ADDIE and needs analysis) to improve learner outcomes, customer experience, and program KPIs while managing end-to-end training logistics. Known for strong cross-functional collaboration, autonomy, and customer service excellence—leading live and asynchronous sessions, troubleshooting real-time technical issues, and coordinating with leadership and compliance/legal stakeholders (including HIPAA-related requirements). Experienced in scaling provider needs, identifying training workflow gaps, and implementing process improvements to enhance the provider journey.…Instructional and training professional with demonstrated experience designing, developing, and delivering face-to-face and virtual learning across the enterprise. Leverages adult learning techniques (e.g., ADDIE and needs analysis) to improve learner outcomes, customer experience, and program KPIs while managing end-to-end training logistics. Known for strong cross-functional collaboration, autonomy, and customer service excellence—leading live and asynchronous sessions, troubleshooting real-time technical issues, and coordinating with leadership and compliance/legal stakeholders (including HIPAA-related requirements). Experienced in scaling provider needs, identifying training workflow gaps, and implementing process improvements to enhance the provider journey.

Keith Egan

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Instructional and training professional with demonstrated experience designing, developing, and delivering face-to-face and virtual learning across the enterprise. Leverages adult learning techniques (e.g., ADDIE and needs analysis) to improve learner outcomes, customer experience, and program KPIs while managing end-to-end training logistics. Known for strong cross-functional collaboration, autonomy, and customer service excellence—leading live and asynchronous sessions, troubleshooting real-time technical issues, and coordinating with leadership and compliance/legal stakeholders (including HIPAA-related requirements). Experienced in scaling provider needs, identifying training workflow gaps, and implementing process improvements to enhance the provider journey.…Instructional and training professional with demonstrated experience designing, developing, and delivering face-to-face and virtual learning across the enterprise. Leverages adult learning techniques (e.g., ADDIE and needs analysis) to improve learner outcomes, customer experience, and program KPIs while managing end-to-end training logistics. Known for strong cross-functional collaboration, autonomy, and customer service excellence—leading live and asynchronous sessions, troubleshooting real-time technical issues, and coordinating with leadership and compliance/legal stakeholders (including HIPAA-related requirements). Experienced in scaling provider needs, identifying training workflow gaps, and implementing process improvements to enhance the provider journey.

Available to hire

Instructional and training professional with demonstrated experience designing, developing, and delivering face-to-face and virtual learning across the enterprise. Leverages adult learning techniques (e.g., ADDIE and needs analysis) to improve learner outcomes, customer experience, and program KPIs while managing end-to-end training logistics.

Known for strong cross-functional collaboration, autonomy, and customer service excellence—leading live and asynchronous sessions, troubleshooting real-time technical issues, and coordinating with leadership and compliance/legal stakeholders (including HIPAA-related requirements). Experienced in scaling provider needs, identifying training workflow gaps, and implementing process improvements to enhance the provider journey.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Work Experience

Instructional Designer (Remote) at Health First NYC

August 1, 2018 - November 30, 2025

Instructional design work (remote) delivering face-to-face and virtual learning, using adult learning techniques (e.g., ADDIE, needs analysis). Leads and moderates live and asynchronous training sessions, manages agendas and invitations, troubleshoots technical issues in real time, and tracks attendance. Serves as primary point of contact for providers and scales individual provider requests with high quality standards. Identifies trends in provider technical pain points to inform mitigation steps and improve program KPIs, and identifies gaps in training workflows to implement scalable solutions improving efficiency and the provider journey.

Instructional Designer (Remote) at University of Central Florida

August 1, 2018 - November 30, 2025

Oversees the development of customer service training for multiple departments including customer service, clinical and technical teams. Owns end-to-end logistics for lead-up and follow-on to trainings, ensuring prerequisites, documentation, and system access are completed accurately and on time. Analyzes learning needs to develop just-in-time solutions, communicates with cross-vertical groups to gain buy-in and coordinate resources, and handles customer service needs across multi-channel communications. Coordinates with leadership, oversight groups, and legal to ensure compliance and legal alignment.

Regional Training Manager, North America at Percepta

June 1, 2016 - April 30, 2017

Oversees development of customer training materials and acts as a subject matter expert in adult learning theory, facilitation, and training design. Partners internally and externally for clients including Ford and Teletech. Establishes priorities for training requirements based on customer needs. Implements training and documentation on SharePoint and Ford proprietary document management systems. Performs training needs analysis, sets standards, and determines skill gaps. Coordinates with HR and Operations for information needed in corporate and contractual audits, oversees LMS implementation, and supervises training team supervisors across multiple sites.

Customer Training Manager Asc (L-Code) at Lockheed Martin Commercial Flight Training

August 1, 2013 - June 30, 2016

Developed customer training materials for customer engineering, instructor, and maintenance teams. Designed and delivered customer training courses ranging from 1 to 30 days. Conducted needs analysis and created master task lists based on contractual requirements. Applied instructional design techniques to support retention of technically complex information for learners with varying technical backgrounds and different English proficiency. Reviewed and edited training materials produced by other trainers and supported trainers with material development.

Training and Quality Program Supervisor at eBay Enterprise

January 1, 2009 - July 31, 2013

Facilitated employee training events for internal customers, including new hire acclimation and leadership training. Designed classroom and web-based training events and conducted leadership training. Designed and delivered courses ranging from 1 to 15 days, with peak periods involving training for up to 1000 employees. Worked with management and executive leadership to identify training needs to improve efficiency and morale. Coached employees and management to reinforce training concepts, supported implementation of new company policies, performed needs analysis to identify efficiency gaps, mentored new training team members, and provided LMS input.

Agent Relations Manager at eBay Enterprise

August 1, 2005 - December 31, 2008

Led ongoing training and coaching for an internet-based commerce and sales organization. Coached and trained employees on sales techniques and customer service resolutions. Handled hiring, training, and disciplinary resolution for a team of 35 employees. Provided training on policies and processes for e-commerce solutions and customer relations, managed weekly performance metrics reporting, and planned employee initiatives aimed at increased efficiency and profitability.