Dana Files
Georgetown,Texas
Summary
Experienced instructional designer with over eight years of experience developing curriculum and documentation in various formats. Skilled in proofreading and editing peers' work to ensure accuracy and resolve issues efficiently. With 15+ years in the training field, possesses a diverse background in teaching, training trainers, and creating course materials. Unique perspective allows for approaching material development from multiple angles, enhancing overall effectiveness.
Overview
26
26
years of professional experience
Work History
Learning and Development
State of Texas-Department of Family and Protective Services
08.2020 - 04.2025
- Developed Multi-Courses in Captivate, Soft Chalk, and Rise360 for Child Protective Services caseworkers and Child
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Created a positive learning environment by incorporating adult learning principles into all instructional designs.
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Collaborated with department managers to identify skill gaps and develop targeted training interventions.
Training Specialist
Dominion Dealer Solutions
01.2019 - 11.2019
- Conducted one on ones with all levels of 20-25 employees onsite to ensure continued learning and usage of CRM software
- Liaised between the customer and the company to solve issues that came up while onsite
- While working in home office, worked on 2 managerial assigned projects to improve curriculum, customer knowledge, team morale and improve customer usage of CRM.
Order Review Specialist
Volt at Apple
08.2018 - 12.2018
- Reviewed and Analyzed 10 to 15 complex orders a day that had been blocked because of fraud
- Detected suspicious activity on 90% of those transactions
- Determined appropriate next steps once suspicious activity was confirmed
- If necessary, canceled orders due to suspicious activity and served as a first point of contact between customers, banks, and shipping carriers
- Identified and analyzed trends in reoccurring incidents
- Researched and resolved credit card charge back disputes
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written
- Worked well in a team setting, providing support and guidance to 8 to 10 team members
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed a high volume of reviews within tight deadlines, ensuring timely completion and client satisfaction.
Learning and Development Consultant
Accenture
10.2011 - 11.2016
- Conducted needs analysis and research to determine the gap for training requirements on over 15 projects
- Developed project timelines and training plans for each project and worked with stakeholders on all projects to ensure a smooth rollout of projects
- Depending on the needs of each project, designed and developed various learning materials including workbooks, storyboards, PowerPoints for CBTs and webinars, facilitator guides, learning aids, and job aids
- Wrote work instructions for onboarding new incoming developers and worked with a focus group to develop and implement Lead Developers roles and internal training for new developers
Curriculum Developer Consultant
Advanced Team Concepts
03.2010 - 10.2011
- Performed research and needs analysis for 2 training programs
- Designed training programs to meet the needs of the targeted audiences
- Incorporated varied instructional designs and delivery techniques into producing various learning materials, including –2 workbooks,3 power-point, multiple group activities, e-learning material and various delivery aids
- Tracked and analyzed instructional programs by examining the satisfaction levels of learners
Instructional Designer
Infinitude Creative
03.2011 - 06.2011
- Designed and developed training material for new processes, changes in processes and new policy changes
- Incorporated varied instructional designs and delivery techniques into producing various learning materials, including instructors’ manuals, job aides, and storyboards
- Used Captivate to capture process changes, software simulations and create skills assessments to verify learning
Global Liaison Training Senior Analyst
Dell Computer Company
09.1999 - 10.2009
- Researched and analyzed skills to identify training needs necessary for success in the company
- Conducted weekly meetings with 5-6 multiple outsource sites to monitor for departmental standards and compliancy
- Audited and complied reports on a weekly, monthly and quarterly basis for 5-6 outsource sites and internal managerial teams to show compliance, growth, and ROI
- Conducted quarterly onsite visits to 5-6 multiple outsource sites to monitor training departments for compliance with Dell standards
- Was on-site management for Dell's Desktop Training Department when new 5-6 sites were onboarded. Worked hand in hand with the implementation team giving them updates and liaising with Dell and site management on any issues or concerns that arose during the implementation of the new outsource site.
- Managed Dell trainers, outsource trainers, conducted train the trainer sessions, helped with hiring new techs and trainers at some sites, set up labs and training rooms and analyzed performance
- Provided feedback and recommended changes on training modules and materials to management
- Served as the primary point of contact, fostered strong relationships between internal teams and external partners.
- Aided in the development of training materials, contributing to the ongoing education of team members and improved performance outcomes.
- Proactively identified potential challenges or roadblocks within projects, formulating contingency plans to ensure success.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive service improvements.
- Created and managed project plans, timelines and budgets.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
Education
Nursing And Business
Austin Community College
Round RockNursing
Lamar University
Beaumont, TXHigh School -
Port Neches Groves High School
Port Neches, TX05.1980
Skills
- Proficient in Microsoft Office Suite
- Experienced with diverse virtual teamwork software
- Proficient in customer service
- Cross-cultural awareness
- New hire orientation
- Skill Development
- Authentic emotional intelligence
- Collaborative team engagement
- Comprehensive project development knowledge
- Training and Development
Timeline
Learning and Development
State of Texas-Department of Family and Protective Services
08.2020 - 04.2025
Training Specialist
Dominion Dealer Solutions
01.2019 - 11.2019
Order Review Specialist
Volt at Apple
08.2018 - 12.2018
Learning and Development Consultant
Accenture
10.2011 - 11.2016
Instructional Designer
Infinitude Creative
03.2011 - 06.2011
Curriculum Developer Consultant
Advanced Team Concepts
03.2010 - 10.2011
Global Liaison Training Senior Analyst
Dell Computer Company
09.1999 - 10.2009
Nursing And Business
Austin Community College
Nursing
Lamar University
High School -
Port Neches Groves High School
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