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FELICIA L. JONES-SHAW
Sr Instructional Designer And Learning Specialist
Hudson,FL
Summary
Experienced and forward-thinking Instructional Designer and Training Specialist with an extensive background of over twenty years in the field of e-learning, curriculum development, and instruction for diverse cultural and professional demographics. Committed to the advancement of personnel growth and the optimization of employee performance, team productivity, and quality control through the implementation of highly effective training programs. Possesses a stellar track record of problem-solving and enhancing customer fulfillment.
Overview
36
36
years of professional experience
17
17
years of post-secondary education
4
4
Certificates
Work History
Sr Instructional Designer
United Health Group, Optum
Tampa, FL
02.2022 - Current
- Providing job analysis in line with instructional design principles for successful mentoring.
- Developing educational materials by formulating curricula, conducting thorough research on subject matter, and devising course formats and presentations.
- Generated course material and curricula based on student-centered learning specifically tailored for Epic, Lifestream, Thought Industries, Cornerstone, and other learning management systems.
- Strategizing and overseeing the implementation of technology-driven learning initiatives.
- Crafting workforce training programs with the aim of enhancing operational effectiveness within diverse healthcare entities and providers, increasing learner retention by 93%.
Instructional Designer
From The Heart Professional Services (Consultant)
Clearwater, Florida
04.2018 - Current
- Developing curricula, meticulously identified research topics, and innovatively conceptualized the course format, subject matter, and presentation.
- Strategically planning and diligently monitoring the implementation of cutting-edge technology-based learning programs.
- Skillfully designed comprehensive course materials and actively provided support throughout the implementation process to improve employee performance and organizational effectiveness.
Dedicated Training Specialist
ProPharma Group (Contract Position)
Tampa, FL
11.2021 - 12.2022
- Aided in the facilitation of the provision of superior medical information and Pharmacovigilance services through the utilization of diverse instructional techniques and modalities.
- Collaborated with the project management team within the organization to formulate a comprehensive training curriculum for the adoption and integration of Workday and Microsoft Office 365 Product Suite.
- Systematized and revised training manuals, multimedia visual aids, and additional educational resources.
Sr. Training Specialist
Federal Reserve Bank of Atlanta
Atlanta, GA
02.2018 - 08.2021
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success primarily in Atlanta (Sixth) district and beyond.
- Developed departmental systems and procedures to better align workflow processes for more than 600 staff members across several states.
- Structured and revised training manuals, visual aids utilizing multimedia, and additional educational resources.
- Spearheaded training initiatives and established growth trajectories for managers and supervisors.
Learning Performance Specialist/Instructional Designer
American Express
Lilburn, GA
04.2012 - 02.2018
- Initiated and oversaw workshops aimed at enhancing employee comprehension of the company's mission, optimizing routine operations, and fostering harmonization between individual workers and overall organizational objectives.
- Advised executives on strategies promoting workforce development and maximizing productivity, resulting in consistent surpassing of predetermined milestones by call center staff, especially in terms of their offer and accept ratios.
- Formulated comprehensive educational materials, including curricula, guidelines, written evaluations, and examinations, catering to the educational requirements of management, sales, and service training programs.
- Honored with the prestigious 2015 Global Servicing Network Excellence Award.
Customer Experience Specialist
VIPdesk Connect (Eddie Bauer Client Program)
Lilburn, GA
08.2009 - 04.2012
Branch Manager III
SunTrust Bank and SunTrust Mortgage
Atlanta, GA
07.2005 - 08.2009
Consumer Service Specialist/Customer Relations Specialist
Gap Inc. Direct
Obetz, OH
08.2002 - 05.2005
Claims Administrator/Employee Benefits Specialist
Central Benefits
Columbus, OH
05.2002 - 01.2005
Senior Financial Service Analyst
Nationwide Insurance Enterprise
Columbus, OH
01.2000 - 05.2002
Teller/Branch Assistant Manager
National City Bank
Columbus, OH
03.1997 - 01.2000
Assistant Teacher/Supervisor and Head Teacher
Neighborhood House Inc
Columbus, OH
01.1988 - 01.1996
Education
Ph.D. - Instructional Design for Online
Capella University
Minneapolis, MN 08.2018 - Current
Master of Arts - Adult And Continuing Education
University of Phoenix
Tempe, AZ 08.2012 - 05.2016
Master of Science - Marketing and Communications, Human Resource Management
Franklin University
Columbus, OH 08.2001 - 08.2004
Bachelor of Arts - Business Administration And Marketing
Ohio Dominican University
Columbus, OH 08.1995 - 05.2000
Skills
Organizational performance
Timeline
Sr Instructional Designer
United Health Group, Optum
02.2022 - Current
Dedicated Training Specialist
ProPharma Group (Contract Position)
11.2021 - 12.2022
Ph.D. - Instructional Design for Online
Capella University
08.2018 - Current
Instructional Designer
From The Heart Professional Services (Consultant)
04.2018 - Current
Sr. Training Specialist
Federal Reserve Bank of Atlanta
02.2018 - 08.2021
Master of Arts - Adult And Continuing Education
University of Phoenix
08.2012 - 05.2016
Learning Performance Specialist/Instructional Designer
American Express
04.2012 - 02.2018
Customer Experience Specialist
VIPdesk Connect (Eddie Bauer Client Program)
08.2009 - 04.2012
Branch Manager III
SunTrust Bank and SunTrust Mortgage
07.2005 - 08.2009
Consumer Service Specialist/Customer Relations Specialist
Gap Inc. Direct
08.2002 - 05.2005
Claims Administrator/Employee Benefits Specialist
Central Benefits
05.2002 - 01.2005
Master of Science - Marketing and Communications, Human Resource Management
Franklin University
08.2001 - 08.2004
Senior Financial Service Analyst
Nationwide Insurance Enterprise
01.2000 - 05.2002
Teller/Branch Assistant Manager
National City Bank
03.1997 - 01.2000
Bachelor of Arts - Business Administration And Marketing
Ohio Dominican University
08.1995 - 05.2000
Assistant Teacher/Supervisor and Head Teacher
Neighborhood House Inc
01.1988 - 01.1996
Certification
Certified Lean Six Sigma Green Belt
Software
Adobe Creative Suite
Adobe Captivate
Camtasia
Learning Management Systems
Content Management Systems
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