Summary
Overview
Work History
Education
Skills
Timeline
Generic

Darcy Cox

Fort Worth,TX

Summary

Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives. Reliable team player committed to building high-performing teams. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

26
26
years of professional experience

Work History

Instructional Design, Govt Operations/Consumer Ops

United Healthcare
10.2020 - Current
  • Work with team member to update all Compliance training topics for New Hires and create refresher training for tenured associates
  • Using a mixture of web-based and instructor-led content, including facilitator and participant guides
  • Worked to test new design standards for new content, pointing out discrepancies and strengths in final product
  • Created training for associates to help the member navigate the mobile app, understanding all the functions available
  • Improving member engagement and lowering labor time required of associate
  • Create system learning update material while it is not fully completed for hands-on practice
  • Create design outlines, storyboards, facilitator and participant guides, instructor led and web-based learning, huddle/coaching guides, assessments, and gather needed screen captures
  • Build learning for Medicare and Medicaid topics, including for state specific benefits, and various consumer based insurance plans
  • Created a web-based course to introduce a new service to call takers
  • Emphasizing their ability to assist and connect to a vulnerable population
  • Determine the best learning format based on content, audience, desired results, and in-person vs
  • Remote learning
  • Collaborate with Project Managers, business leaders, and SMEs to bring learning in on time
  • Ability to be agile with changing timelines when needed
  • Update content based on feedback from peers and Subject Matter Experts, reaching out for clarification as needed
  • LMS management experience for created content and updating curriculum
  • Experience in using AI to enhance training materials
  • Continued to utilize opportunities within the company to expand design skills and investigate new instructional design tools
  • Worked the maintenance log to keep material up-to-date and relevant

Instructional Design System Manager

Marriott
09.2018 - 10.2020
  • Built learning items from analysis, design and storyboard, through development of final deliverable
  • Wrote storyboards and gathered screen captures for digital learning
  • Partnered with stake holders to determine best training medium
  • Created various forms of learning ranging from web-based training courses, job aids, handouts, assessments, learning objectives, flowcharts, and video scripts for multiple programs
  • Assisted in managing translation of lessons in seven languages, ensuring they match original content
  • Review learnings when needed to ensure consistency with information and department standards
  • Update learnings based on Subject Matter Experts and peer feedback
  • Assist in creating material for unfamiliar systems
  • Managed multiple projects simultaneously with different teams and subject matter experts within time constraints
  • Work with other instructional designers to complete projects
  • Develop assessments to measure effectiveness of training
  • Utilize strong field experience to ensure training meets needs of audiences represented and are effective in learning and development of participants
  • Skilled in Captivate, Articulate, Storyline, InDesign, Snagit, WalkMe, Word, Excel, and PowerPoint

Training Supervisor-Content

Starwood Hotels & Resorts Worldwide LLC
03.2016 - 09.2018
  • Created trainings for both hard and soft skill needs
  • Created material for Premier Plus (Luxury Collection and St
  • Regis hotels call takers at all CECs) classes, including ILT, job aides, created and updated the St
  • Regis/Luxury Collection Training page, property presentations, activities, and reference documents
  • Built course for new and distinctive China Eastern partnership for associate understanding of how Reward members will benefit both at the hotel and while flying China Eastern
  • Owned content development of Knowledge Management material for the introduction of the Marriott CEC internal knowledgebase service tool to all associates
  • Built courses for webinar navigation coaching courses for Premier Plus associates after leaving class
  • Generated courses for SDM Gap training for CRIS, taking into account end users skillset
  • Adjusting content for those who are not used to digital learning formats
  • Transitioned material to new learning formats to help facilitate transfer of knowledge, change needed behavior, and develop technical skills desired
  • Updated information, creating guides for trainers and coaches, and exercises to best check associates' comprehension on information
  • Ensured technical material is understandable for non-technical associates
  • Produced job aids for new Conversation Guide in Premier Plus, highlighting changes from their previous Conversation Guide, making it more interactive
  • Crafted relationships with stake holders and subject matter experts for feedback on training topics and maintained relationships as material was used
  • Updated material when policy or procedure changed

Training Supervisor-Facilitation

Starwood Hotels & Resorts Worldwide LLC
04.2010 - 03.2016
  • Trained classes both remotely via phone and webinar and in-house
  • Created relationship with stake holders and subject matter experts for feedback on training topics and continued relationship as material was used
  • Assisted in preparing content, executing, and participating in Day One CX-Co Lab for Starwood and Marriott merger to help ensure a smooth transition at CECs from Starwood to Marriott
  • Added and managed Training tab to St Regis/Luxury Collection page to load property presentations, handouts, training materials, reference documents, and any other additional items that would assist associates after leaving class
  • Discovered gaps post-training, where associates needed additional resources to reinforce training
  • Made sure information was transferred over and organized when moving to new website
  • Prepped materials and coaching associates after getting on phones
  • Trained Luxury Collection/St Regis, SPG Lite, SPG Classic, and Service Lite classes virtually, including call framework, StarGuest, SPG policy and procedures, Welcome Package, and updating material as needed
  • Piloted new material and giving feedback prior to ensure adaptions are made due to any restrictions of class environment
  • Met after pilot to discuss success and adjustments needed for future classes
  • Shadowed various classes and gave feedback on material, trainer, and training method
  • Experienced in dealing with change in business environment and assisting team in handling transitions
  • Updated material when policy or procedure changed

Training Assistant/Starwood Preferred Guest Reservation Agent

Starwood Hotels & Resorts Worldwide
03.2009 - 04.2010
  • Assist with new hires training and coaching needs in both group setting and one-on-one
  • Assist Training Development Leader with administrative duties
  • Trained class on subjects pertinent to performing their job, ranging from proper customer service, sales, and product knowledge to how to most efficiently operate systems
  • Updated and grading assignments from new hires, including giving feedback to improve their comprehension of subject
  • Coach new hire associates regarding potential problem's as determined from training validation results
  • Create initial Associate Success Plan to help improve their conversion and average handle time
  • Understanding of CEC metrics, including goal, method of measurement, and impact to overall operation

General Manager

Homewood Suites NW
04.2008 - 11.2008
  • Hired and trained new managers/employees in franchise standards, brand standards, property management system, and customer service
  • Created and ran reports to analyze both revenue and customer feedback, in ensure financial and staffing efficiency while maintaining customer expectations
  • Managed hotel revenue and costs, reviewed Profit & Loss Statements and General Ledger reports each month and generated variance reports if necessary
  • Maintaining minimum GOP of 54% each month

Training Manager/Bench Manager

Pineapple Management
05.2007 - 04.2008
  • Travel to hotels to increase guest service scores; train new general managers and other staff members; resolve staff issues and quality assurance issues prior to inspection; create team environment; and other issues to improve hotel's performance
  • Serving as interim general manager when needed
  • Created and ran reports to analyze both revenue and customer feedback, in order to ensure financial and staffing efficiency while maintaining customer expectations
  • Managed hotel revenue and costs, reviewed Profit & Loss Statements and General Ledger reports each month for assigned hotel

Operations Manager

Marriott, Presidian Hotels & Resorts
10.2006 - 05.2007

General Manager

Hampton Inn, Presidian Hotels & Resorts
06.2005 - 10.2006

Asst. General Manager

DoubleTree Club Hotel, Presidian Hotels & Resorts
05.2002 - 06.2005

Asst. Front Office Manager

DoubleTree Guest Suites
04.1999 - 05.2002

Education

Bachelor of Arts - Political Science

Texas State University
San Marcos, TX
12-2000

Bachelor of Arts - Psychology

University of Texas At Austin
Austin, TX
05-1999

Skills

  • E-learning design
  • Collaborative learning
  • Adaptive learning
  • Instructional strategies

Timeline

Instructional Design, Govt Operations/Consumer Ops

United Healthcare
10.2020 - Current

Instructional Design System Manager

Marriott
09.2018 - 10.2020

Training Supervisor-Content

Starwood Hotels & Resorts Worldwide LLC
03.2016 - 09.2018

Training Supervisor-Facilitation

Starwood Hotels & Resorts Worldwide LLC
04.2010 - 03.2016

Training Assistant/Starwood Preferred Guest Reservation Agent

Starwood Hotels & Resorts Worldwide
03.2009 - 04.2010

General Manager

Homewood Suites NW
04.2008 - 11.2008

Training Manager/Bench Manager

Pineapple Management
05.2007 - 04.2008

Operations Manager

Marriott, Presidian Hotels & Resorts
10.2006 - 05.2007

General Manager

Hampton Inn, Presidian Hotels & Resorts
06.2005 - 10.2006

Asst. General Manager

DoubleTree Club Hotel, Presidian Hotels & Resorts
05.2002 - 06.2005

Asst. Front Office Manager

DoubleTree Guest Suites
04.1999 - 05.2002

Bachelor of Arts - Political Science

Texas State University

Bachelor of Arts - Psychology

University of Texas At Austin

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Darcy Cox