Ale Norris

As an Instructional Designer IV, I create and design learning materials that are innovative, engaging and current with today's learners while meeting business needs. I have been lucky to own and project manage all of the Sales and Service new hire materials as well as all vendor/3rd party facing materials.

• Conducted comprehensive needs analysis to identify areas for instructional improvement and targeted training solutions.
• Enhanced virtual learning experience by designing interactive and engaging instructional materials with use of videos, web-based training, microlearning and eLearning Guides.
• Collaborated with subject matter experts to create accurate, relevant, and effective learning content.
• Managed multiple projects simultaneously while maintaining high-quality deliverables under tight deadlines.

As a CL Trainer, I facilitated training for alumni specialists, new hire specialists and leaders in the CL organization, in order to best prepare them for their roles.

• Collaborated with Instructional Designers to ensure training materials were accurate, support the needs of learners and are relevant and up-to-date
• Regularly worked with Instructional Designers to update current materials - overhauled both service sales new hire leader guides with IDs
• Stayed up-to-date with all new initiatives, processes and skills - I trained new hire sales, service, underwriting support, leadership, bilingual specialists and ISRs

I was a bilingual, licensed Commercial Lines specialist for 3 years, taking service calls as well as volunteering to assist with CLRU calls and escalations.

• Provided a positive call experience for insureds and agents by applying feedback immediately, meeting availability goals and exhibiting great problem solving skills.
• Interned as an Academy coach for 7 months, during which time I coached two new hire classes and was able to get all specialists graduated within an 8-week timeframe.
• Interned as a trainer for six months, during which time I co-facilitated two new hire classes and alumni classes.