Professional experience

I have been in customer service and sales for nearly 20 years. Over the past decade, I have developed multiple training programs for globally renowned companies. I'm here to ask the tough questions and delve into how current processes can be improved. I take a holistic approach to corporate education, examining everything from a high-level perspective rather than operating solely within one area of instructional design. I oversee the entire course and curriculum development process, including project management and risk assessment. My specialization lies in start-ups and process standardization. Currently, I am employed at Apple, Inc. as the Instructional Designer and Developer for their global sales team.

Before joining Apple, I established a robust training department for an insurance start-up. In this role, I served as the trainer, instructional designer, eLearning developer, and project manager for the company. Additionally, I held various positions within the service, sales, claims, and compliance departments, primarily spending eight years in the call center. I firmly believe that to effectively train or manage a position, you should be capable of performing it yourself. Even as I transitioned into different roles, I consistently engaged directly with customers. When I develop training materials, I approach the task as if I were personally performing the job.

I've supported global insurance, tech, and healthcare companies in transitioning from in-person and virtual instructor-led training (vILT) to blended eLearning programs. Rather than focusing solely on individual courses or projects, I take a broader approach. Before starting development, I collaborate with you to assess all relevant materials, determining whether they should be developed individually or as part of a curriculum. This process also involves evaluating project review cycles and future needs, providing long-term structure to your processes. I can assist in selecting or providing new software or programs tailored to your specific needs. My aim is to listen to you and offer the best, most honest advice to help you achieve your goals, including managing the implementation and project management of multiple Learning Management Systems, Knowledge Centers, and CMS systems, such as Salesforce.

Before entering the learning and development field, I worked in service and sales across retail, restaurants, and universities. I understand the challenges these roles present and know how to de-escalate even the most heated situations. I created job aids, employee manuals, and customized diagrams for each of my previous employers. It's incredibly rewarding to enhance learning materials for future employees.

Education

I earned a B.S. in Interpretive Biology and Natural History from Frostburg State University, with a goal to become a wildlife educator. After graduation, I declined offers for graduate studies in wildlife to gain practical work experience and clarify my career path.

I embarked on a journey across the country, eventually settling in Philadelphia. I had two job offers: one as a part-time Educator at the Camden, NJ Aquarium and the other for a full-time position in the call center at Petplan Insurance. Choosing Petplan altered the trajectory of my career. I began as a trainee in this startup and eventually led the entire education department, focusing on technology and performance enhancement.

Over the past decade, I obtained multiple certifications from the Association for Talent Development, including Master eLearner, Storyline, and Project Management. To expand my knowledge, I also pursued graduate-level courses in Instructional Design at the University of South Florida. I remain committed to continuous learning and skill refinement, dedicating weekly time to enhance my abilities. Instructional Design isn't just a job; it's a lifestyle and a passion for me.