Amber Ewing
Allen Park,MI
Summary
Experienced instructional designer skilled in learning strategies and curriculum development. Proficient in evaluating organizational performance and implementing training enhancements to improve efficiency.
Overview
15
15
years of professional experience
Work History
Instructional Designer
DTE ENERGY
10.2022 - Current
- Responsible for designing and developing training materials to support Customer Service job roles
- Partners with multiple business units to analyze and understand training needs
- Delivers training and training content for new hire contact center employees, revenue management and protection employees, and billing and metering employees
- Span of control - this is an individual contributor role
- Develops training content covering any number of the following: specific products, policy and procedures, use of computers and software, interpersonal skills, quality & process issues, and/or product knowledge
- Applies best practice instructional design methodology and effective information design and writing skills to design and develop materials for E-learning, instructor-led courses, webinars, and On-The-Job training to engage learners in a blended learning environment and produce desired results
- Collaborates with business units to identify and validate relevant content to manage development of training materials (e.g
- Video, print, audio, web-based training, simulations)
- Understands the business unit activities, priorities and learning needs; ensure that training materials are focused on meeting those needs
- Manages interactions with business units to ensure that materials meet training design specifications
- Leverages instructional design principles and utilize authoring tools to create training materials
- Identifies the correct evaluation/assessment instrument to evaluate effectiveness of client training
- Collaborates with Technical Training to input evaluation/assessments into ASPIRE Learning Management System (LMS)
- Provides training documents regarding process, policies, procedures and quality level of professionalism with customers
- Assists in identification of problems with the Customer Service and Billing System procedures or processes
- Mentors other training developers through the content development process
- Work as a team member and utilize teambuilding skills by supporting multiple internal clients
- Represents the CS Training Management Team at meetings if needed
- Delivers training through virtual facilitation.
Training and Development Specialist, Technical Instructional Designer
Dynatrace LLC
Detroit, MI
02.2014 - 05.2022
- Developed e-learning modules using adult learning theories and models including: the Agile Methodology, ADDIE, Performance and Learning Objectives, Blooms Taxonomy, and Kirkpatrick’s Levels of Evaluation
- Completed gap analysis for organizational needs
- Designed web-based trainings/videos using Camtasia
- Developed and facilitate 'Train the Trainer' content for Instructional Design team
- Developed and design Technical Certification exams for customers, employees, and partners to be certified in the company’s products using Angoff Methods
- Conducted interviews to assist in developing the Instructional Design team
- Created and assess learning and certification surveys and associated data
- Created knowledge check assessment for all e-learning materials
- Reviewed virtual learning training material for monthly new releases
- Graded practical certification exams
- Developed e-learning, and blended learning modules using adult learning theories and models including ADDIE, Performance and Learning Objectives, Blooms Taxonomy and Kirkpatrick’s Levels of Evaluation.
Course Developer, Technical Training Team
TEKsystems/ Verizon Wireless
Southfield, MI
08.2012 - 02.2014
- Developed instructor-led, e-learning, and blended learning modules using adult learning theories and models including ADDIE, Performance and Learning Objectives, Blooms Taxonomy
- Developed soft skills and product-based curriculum for IT
- Completed gap analysis for organizational needs
- Designed web-based trainings using Captivate 6
- Conducted and participate in virtual customer meetings to understand their requirements with relation to e-learning solutions or services
- Proposed custom content solutions which satisfy the identified business needs of customers
- Provided learning design consultation, project management, and customer support for customers
- Designed and lead the development of learning solutions for customers
- Analyzed jobs, performance, and target audiences using group or individual interview process, consistent with the project plan and within the defined scope of work and project timelines, as required by the project
- Designed training using analysis data to produce applications-based training design, as required by the project
- Developed applications based (action learning) training materials using analysis data and design document(s) in cooperation with subject matter experts, and in the media indicated by the training design.
Instructional Designer, General Motors/OnStar Technical Assistance Team
Aerotek/OnStar/General Motors
Detroit, MI
07.2011 - 08.2012
- Facilitated trainings globally via modalities such as; classroom, and Adobe Connect
- Developed instructor-led and blended learning modules using adult learning theories and models including ADDIE, Performance and Learning Objectives, Blooms Taxonomy
- Developed web-based content using Captivate, Adobe Audition, SnagIt, and Adobe Presenter
- Managed processes and system application configuration, set-up and deployment for course/ curriculums and competency/skills management
- Identified opportunities to design, develop and implement training programs, processes, and developmental tools
- Developed and deliver course materials and communications
- Supported the delivery of training initiatives across the organization including training on processes, soft skills training, and operational training
- Developed and manage assigned curriculum from design to delivery utilizing a variety of learning principles, strategies and media for call center advisors
- Conducted task analysis through call center advisor observation to ensure training initiatives and methodologies support production and positively impact early advisor performance
- Revised training materials as appropriate based on advisor assessment performance results, feedback provided by supplier, advisors, or other staff and/or changes in policy or procedures
- Led/developed global virtual learning training (vILT).
Training Administrator/Instructional Designer
Apollo Learning and Professional Development
Phoenix, AZ
11.2009 - 04.2011
- Facilitated trainings to over 200 staff members via modalities such as classroom, On-line Learning System, and Adobe Connect globally
- Researched and analyzed needs of students and employees based on policy, procedure, and regional accreditation standards
- Developed training materials to address the needs based on adult learning theories and instructional design models
- Designed training modules in compliance with the university guidelines and procedures
- Evaluated training materials provided by all campuses to maintain compliance
- Developed and maintain relationships with management teams for the purposes of providing trainings to enhance student and employee success
- Developed custom trainings for various regions, assist in scheduling interviews for new hire employees, and follow up with managers to ensure quality
- Coordinated campus visits.
Education
Master of Arts - Adult Education & Training
University of Phoenix
Southfield, MI03.2009
Certification - Avid Xpress Pro Editing, Photo Shop CS and Color Correction with Avid Media Composer Adrenaline
Spec Howard
Southfield, MI07.2006
Bachelor of Arts - Communications
Oakland University
Rochester Hills, MI12.2003
Skills
- Instructional Design
- Leadership
- Customer Service
- Problem Solving
- Organizational Skills
- Training Development
- Training Content Creation
- E-Learning
- Instructor-Led Courses
- Webinars
- On-The-Job Training
- Collaboration
- Information Design
- Writing Skills
- Training Needs Analysis
- Training Design Specifications
- Authoring Tools
- Evaluation/Assessment
- Learning Management System (LMS)
- Process Improvement
- Mentoring
- Teamwork
- Virtual Facilitation
- Adult Learning Theories
- Agile Methodology
- ADDIE Model
- Performance and Learning Objectives
- Blooms Taxonomy
- Kirkpatrick’s Levels of Evaluation
- Gap Analysis
- Camtasia
- Technical Certification
- Angoff Methods
- Interviewing
- Surveys and Data Analysis
- Soft Skills Training
- Product-Based Curriculum
- Captivate 6
- Customer Meetings
- Custom Content Solutions
- Learning Design Consultation
- Project Management
- Call Center Training
- Adobe Connect
- Adobe Audition
- SnagIt
- System Application Configuration
- Competency/Skills Management
- Training Program Development
- Training Materials Development
- Operational Training
- Task Analysis
- Policy and Procedure Revision
- Virtual Learning Training (vILT)
- Training Administration
- Training Modules Design
- Compliance
- Relationship Building
- Campus Visits
- SharePoint
- Windows
- Microsoft Office Suite
- Adobe Creative Suite
- Adobe Presenter
- GoToMeeting
- Zoom
- Slack
- JIRA
- Learning Management Systems (LMS)
- Professional Development Workshops
- Diversity Training
- Executive Leadership Training
- Lominger Competency Model Coaching
- Emotional Intelligence (EQ) Training
- DISC Training
Professional Development
- Virtual Classroom Training Instructor Workshop/ General Motors/ Connect Pro
- Virtual Classroom Training Designer Workshop/ General Motors/ Connect Pro
- Learning to Work in a Diverse Workforce
- Executive Leadership Training
- Trained in Lominger Competency Model coaching
- Emotional Intelligence (EQ) training/ coaching
- DISC Training
- ATD Conference 2014 Orlando, Florida
Timeline
Instructional Designer
DTE ENERGY
10.2022 - Current
Training and Development Specialist, Technical Instructional Designer
Dynatrace LLC
02.2014 - 05.2022
Course Developer, Technical Training Team
TEKsystems/ Verizon Wireless
08.2012 - 02.2014
Instructional Designer, General Motors/OnStar Technical Assistance Team
Aerotek/OnStar/General Motors
07.2011 - 08.2012
Training Administrator/Instructional Designer
Apollo Learning and Professional Development
11.2009 - 04.2011
Master of Arts - Adult Education & Training
University of Phoenix
Certification - Avid Xpress Pro Editing, Photo Shop CS and Color Correction with Avid Media Composer Adrenaline
Spec Howard
Bachelor of Arts - Communications
Oakland University