Available to hire
I am an experienced instructional writer and learning experience designer with extensive expertise creating eLearning modules, narration scripts, and training materials. With a strong proficiency in adult learning principles and instructional design systems, I develop engaging virtual instructor-led training and e-learning courses tailored to business needs. I enjoy collaborating with subject matter experts and leadership to analyze training needs, update procedures, and ensure compliance across various industries.
Throughout my career, I have supported organizations by designing curriculum learning paths, facilitating leadership development, and administrating LMS platforms. My passion lies in improving learning outcomes through creative instructional solutions, meticulous quality assurance, and continuous process improvement, making me a reliable partner for workforce development initiatives.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Work Experience
Instructional Writer at EVIDEN/Breakaway
January 1, 2022 - PresentUsing source material and SME recordings, create narration scripts for professional voiceover artists for eLearning modules. Prepare learning modules using Captivate, ensuring that SCORM compliance is met. Perform QA audits on eLearning modules. Proof, edit and integrate client revisions on new and existing learning modules.
Learning Experience Designer II/Training Specialist at Celebrity Home Loans
December 31, 2022 - July 17, 2025Design and develop VILT, e-learning, and video training for employees by applying adult learning principles and instructional design systems. Develop style standards and templates for written job aids, SOP, policy, and procedure documents. Partner with SMEs and leadership stakeholders to identify and analyze training needs. Conduct ongoing methods and procedure reviews and updates to written policies and procedures. Perform training assignations and status reporting to the leadership team by exporting records from LMS. Contribute articles and infographics to weekly training tips newsletter.
Learning & Development Training Specialist at Transdev NA
December 31, 2020 - July 17, 2025Design, develop and curate training curriculum learning paths for customer-facing staff, entry-level and mid-level management employees utilizing theories of adult learning principles and instructional design systems. Facilitate and coordinate leadership training for new supervisors and managers. Coordinate and conduct ongoing customer service and employee development training initiatives for corporate staff.
Training Specialist at Abercrombie & Kent
December 31, 2019 - July 17, 2025Analyzed existing training programs and incorporated course design enhancements. Designed and developed training curriculum and materials for staff. Facilitated and coordinated onboarding for new employees and ongoing training initiatives for existing staff. Provided administrative support and user utilization reports for LMS. Created role-based learning paths in LMS for all employees. Implemented compliance requirements and course selection for all US staff. Researched solutions for future implementation of learning management systems.
Sr. Specialist-Technical Process / Quality at AT&T Technology Operations
December 31, 2017 - July 17, 2025Developed and maintained user guides for applications; created job aids and training guides for new and existing processes using Word, PowerPoint, and Publisher. Business Unit Lead for Records and Inventory Management; responsible for annual audit and update of records and retention policies. Led role-based training initiatives and acted as LMS administrator, scheduling training and facilitating curriculum audits for the workforce. Provided training completion reports using Excel with Pivot Tables. Oversaw budget transfers and created monthly recognition budget reports.
Service Manager / Enterprise Business Migrations at AT&T Long Distance
December 31, 2014 - July 17, 2025Created and maintained Customer Migration SOP documents using Microsoft Word and PowerPoint. Created work receipt and completion reports in Excel. Provided new employee setup, system, and application support for Enterprise Business Migration Team. Processed credits, adjustments, and toll-free disconnections due to migration activities in billing platform.
Performance Manager at AT&T Long Distance
December 31, 2006 - July 17, 2025Managed 12 front-line employees responsible for ordering and billing Long Distance Switched Toll Free Services and Long Distance Calling Cards and 1 Workflow Distribution/Order Expedite Manager. Provided coaching and feedback to employees to meet quality assurance metrics. Acted as contributing editor for call center newsletter. Partnered with Joint Marketing teams to create and implement order process improvements.
Trainer/SOP Developer at AT&T Long Distance
December 31, 2004 - July 17, 2025Lead Trainer/SME and SOP developer for Switched, Consumer and Retail Combined Toll-Free products, Residential and Business Price Plans, Metasolv™ Trouble Management System, FileNET and SMS/800™. Facilitated ongoing and new hire training for Long Distance Support Call Center. Developed training and facilitation materials, job aids and methods and procedures using Adobe, Microsoft Word, Excel, Visio, and PowerPoint. Maintained ongoing accuracy of procedures and processes in online documentation tool. Participated in process improvement initiatives with Process and Project Management teams, Customer Care and Quality Assurance.
Instructional Writer at EVIDEN/Breakaway, Chicago, IL
January 1, 2022 - PresentUsing source material and SME recordings to create narration scripts for professional voiceover artists for eLearning modules. Preparing learning modules using Captivate, ensuring SCORM compliance. Performing QA audits on eLearning modules. Proofing, editing, and integrating client revisions on new and existing learning modules.
Learning Experience Designer II/Training Specialist at CELEBRITY HOME LOANS, Oak Brook, IL
December 31, 2022 - July 17, 2025Design and develop VILT, e-learning, and video training for employees by applying adult learning principles and instructional design systems. Developed style standards and templates for written job aids, SOP, policy, and procedure documents. Partnered with SMEs and leadership stakeholders to identify and analyze training needs. Conducted ongoing reviews and updates to written policies and procedures. Performed training assignations and status reporting. Contributed articles and infographics to weekly training tips newsletter.
Learning & Development Training Specialist at TRANSDEV NA, Lombard, IL
December 31, 2020 - July 17, 2025Designed, developed and curated training curriculum learning paths for customer-facing staff, entry-level and mid-level management employees using adult learning principles and instructional design systems. Facilitated and coordinated leadership training for new supervisors and managers. Coordinated and conducted ongoing customer service and employee development training initiatives for corporate staff.
Training Specialist at ABERCROMBIE & KENT, Downers Grove, IL
December 31, 2019 - July 17, 2025Analyzed existing training programs and incorporated course design enhancements. Designed and developed training curriculum and materials for staff. Facilitated and coordinated onboarding for new employees and ongoing training initiatives for existing staff. Provided administrative support and user utilization reports for LMS. Created role-based learning paths in LMS for all employees. Implemented compliance requirements and course selection for all US staff. Researched solutions for future LMS implementation.
Sr. Specialist-Technical Process / Quality at AT&T TECHNOLOGY OPERATIONS, Lombard / Park Ridge / Rosemont, IL
December 31, 2017 - July 17, 2025Developed and maintained user guides for applications; created job aids and training guides using Word, PowerPoint, and Publisher. Business Unit Lead for Records and Inventory Management with responsibility for annual audit and update of retention policies. Business Unit Lead for role-based training initiatives and LMS administration including scheduling, facilitation, and curriculum audits. Provided training completion reports using Excel with Pivot Tables. Managed cross-organizational budget transfers and monthly recognition budget reports using Excel.
Service Manager / Enterprise Business Migrations at AT&T Long Distance
December 31, 2014 - July 17, 2025Created and maintained Customer Migration SOP documents using Microsoft Word and PowerPoint. Created work receipt and completion reports in Excel. Supported new employee set-up and system/application help. Processed credits, adjustments, and toll-free disconnections due to migration activities in billing platform.
Performance Manager at AT&T Long Distance
December 31, 2006 - July 17, 2025Managed 12 front-line employees responsible for ordering and billing Long Distance services and managed one Workflow Distribution/Order Expedite Manager. Provided coaching and feedback to meet quality assurance metrics through feedback sessions and documentation. Contributed editor for call center newsletter. Partnered with marketing teams to create and implement order process improvements.
Trainer/SOP Developer at AT&T Long Distance
December 31, 2004 - July 17, 2025Lead trainer, SME, and SOP developer for Toll-Free products, price plans, trouble management systems, FileNET, and SMS/800. Facilitated ongoing and new hire training for the Long Distance Support Call Center. Used Adobe, Word, Excel, Visio, and PowerPoint to develop training, job aids, and procedure documents. Maintained process and procedural accuracy online. Participated in process improvements with process/project management teams.
Instructional Writer at Eviden / Breakaway, Chicago, IL
January 1, 2022 - PresentCreate narration scripts for eLearning modules by using source material and SME recordings, prepare learning modules using Adobe Captivate ensuring SCORM compliance, perform quality audits on eLearning modules, and proof/edit and integrate client revisions on new and existing modules.
Learning Experience Designer II/Training Specialist at Celebrity Home Loans, Oak Brook, IL
January 1, 2022 - August 15, 2025Designed and developed virtual instructor-led training, e-learning, and video training materials applying adult learning principles. Developed style standards and templates for job aids, SOPs, policies, and procedure documents. Partnered with SMEs and leadership to analyze training needs and performed ongoing reviews and updates to procedures. Managed training assignations and status reporting via LMS and contributed to a weekly training tips newsletter.
Learning & Development Training Specialist at Transdev NA, Lombard, IL
December 31, 2020 - August 15, 2025Designed and curated training curricula and learning paths for customer-facing staff and management using adult learning and instructional design principles. Facilitated leadership training and ongoing customer service and employee development training for corporate staff.
Training Specialist at Abercrombie & Kent, Downers Grove, IL
December 31, 2019 - August 15, 2025Analyzed and enhanced training programs, developed training curricula and materials for staff, facilitated onboarding and training initiatives, supported LMS administration and reporting. Created role-based learning paths and managed compliance requirements for staff training.
Senior Specialist - Technical Process/Quality at AT&T Technology Operations, Lombard / Park Ridge / Rosemont, IL
December 31, 2017 - August 15, 2025Developed user guides, job aids, and training guides for managers using Word, PowerPoint, and Publisher. Served as Business Unit Lead for Records and Inventory Management and role-based training initiatives including LMS administration. Delivered training completion reports using Excel and Pivot Tables. Oversaw cross-organizational budget transfers and created monthly budget utilization reports.
Service Manager / Enterprise Business Migrations at AT&T Long Distance
December 31, 2014 - August 15, 2025Created and maintained SOP documents for customer migration activities, prepared reporting for marketing teams, supported new employee setup and system support, and processed billing adjustments related to migration.
Performance Manager at AT&T Long Distance
December 31, 2006 - August 15, 2025Managed 12 front-line employees and 1 workflow manager responsible for order and billing of services. Provided coaching and feedback based on quality assurance metrics. Contributed to call center newsletter and partnered with marketing teams for process improvements.
Trainer/SOP Developer at AT&T Long Distance
December 31, 2004 - August 15, 2025Lead Trainer and SME for toll-free products and calling plans, developed SOPs and training materials utilizing Adobe tools and Microsoft Office. Facilitated ongoing and new hire training, maintained accurate documentation, and collaborated on process improvement initiatives.
Education
Bachelor or Arts at Chicago State University
May 13, 1994English
Masters of Arts at Elmhurst College
May 28, 2002Professional Writing
Qualifications
Illinois Secretary of State Notary Public
January 11, 2030 - December 31, 2027Industry Experience
Telecommunications, Education, Manufacturing, Professional Services, Financial Services, Travel & Hospitality, Transportation & Logistics
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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