Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic
Alexandra Scrapello

Alexandra Scrapello

Instructional Designer
Austin,TX

Summary

Technical and software minded Instructional Designer with 2 years of experience in e-learning and curriculum development for professional backgrounds. Coming from a software support background, I am able to educate my learners using hands on platform experience.

Overview

7
7
years of professional experience

Work History

Instructional Designer

ShipStation
Austin, TX
08.2020 - Current
  • Planned implementation of technology-based learning programs.
  • Organized, scheduled and facilitated [Number] week long courses based on need.
  • Designed course materials in Lessonly and Skilljar for internal Support & Sales and ShipStation user base.
  • Created curriculum, research topics and conceptualized course format, subject matter and presentation.
  • Designed official user certification program for 5 job descriptions and oversaw implementation.
  • Developed video scripts for merchant learners continuing education about the ShipStation platform.
  • Wrote internal troubleshooting documentation for over 100 integrations, updates to policy and procedure, and printer integration documents.

Technical Support Representative

ShipStation
Austin, TX
05.2018 - 08.2021
  • Resolved diverse range of technical issues across multiple integrations for end-users via phone, email, and live chat.
  • Assisted users with printer software and hardware issues remotely.
  • Collaborated with Technical Writing team and maintained internal knowledge bases for hundreds of error messages across over 100 integrations.
  • Coached L1 agents on efficiency tools and metric growth opportunities.
  • Averaged 350+ tickets closed per week.

Camper Expert

Camp Gladiator
Austin, TX
07.2016 - 05.2018
  • Addressed customer care issues, including escalations, through Zendesk email and voice services in a timely manner.
  • Avg: 600 emails per week, 250 calls per week with some live chat support
  • Processed inbound/outbound past due collections and generated sales through warm leads.
  • Generated 67,367.19 total upsale revenue and saved 250 total customers from cancelling their accounts Since 1/1/18.
  • Created and managed a department wide quality analysis database ratings system updated daily.

Education

No Degree - Technical Communications

Austin Community College
Austin TX
01.2022 - Current

Skills

Course material creation

Learning strategies

Organizational performance

Curriculum selection

Technical Support

Remote Learning

Technical Writing

Software

JIRA

Lessonly

Skilljar

Madcap Flare

Zendesk

SalesForce

Google and Microsoft Workspaces

Adobe Creative Suite

IMovie

HTML & CSS

ShipStation

Oracle Cloud Applications

Timeline

No Degree - Technical Communications

Austin Community College
01.2022 - Current

Instructional Designer

ShipStation
08.2020 - Current

Technical Support Representative

ShipStation
05.2018 - 08.2021

Camper Expert

Camp Gladiator
07.2016 - 05.2018
Alexandra ScrapelloInstructional Designer