Summary
Overview
Work History
Education
Skills
Timeline
Generic

Frayda Richman

Gilbert,AZ

Summary

Driven Instructional Designer and Project Leader with over 25 years of experience in E-Learning and curriculum development. Intuitive analysis of content and design to create value-added learning programs using instructional design principles that achieve desired business outcomes. History of improving course strength and modernizing instruction with a fresh and forward-thinking methodology to learning. Proven project management success in meeting or exceeding deadlines, goals and objectives. Authoritative and clear communication with enthusiastic style and insightful approach.

Overview

30
30
years of professional experience

Work History

Senior Learning Experience Designer

Expedia Group
11.2016 - 04.2024
  • Optimized learner retention and application through integration of effective instructional strategies and assessment techniques.
  • Pioneered gamification techniques and video in e-learning to incentivize learner participation and promote knowledge engagement and retention more effectively than traditional methods.
  • Aligned learning objectives with organizational goals, creating measurable performance improvements for learners across various domains.
  • Incorporated storytelling elements through scenario-based designs as effective means of connecting with learners emotionally while conveying complex concepts.
  • Managed multiple end-to-end project lifecycles for multiple learning initiatives, including launch of new loyalty program in 2023 for Expedia Group impacting Expedia, Hotels.com and Vrbo.
  • Established culture of collaboration between cross-functional teams, leading to more efficient project execution and higher-quality learning experiences for end-users.
  • Developed strong partnerships with stakeholders to identify critical training needs and shape responsive learning interventions.

Training and Implementation

Orbitz Worldwide
01.2009 - 11.2016
  • Instrumental in the transition of Orbitz Partner Network to Expedia Group, including managing end to end testing of all partner servicing tools.
  • Collaborated effectively with team members across departments, fostering a cohesive work environment conducive to accomplishing shared objectives to ensure a successful launch of individual programs.
  • Developed and maintained curriculum for new hire and upskill learners, and managed agent knowledge base for Orbitz Partner Network support agents at 3 vendor locations.
  • Drove consistent processes across partners and evaluated process efficiency opportunities to improve quality, conversion, and CSAT to reduce costs and retail loss.
  • Facilitated successful completion of projects from concept to launch, assisting with approximately 500 implementations in 2013-2016.

Training Consistency Analyst

Orbitz Worldwide
08.2005 - 01.2009
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Supported and maintained the ASK! RightNow reference system to ensure internal and external customer experience needs were consistently communicated in support of all Orbitz Worldwide brands.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Devised and implemented processes and procedures to streamline operations.

Customer Care Analyst

Cendant Travel
07.2004 - 07.2005
  • Managed high call volume while maintaining a professional demeanor and prioritizing urgent matters.
  • Exceeded customer expectations by going above and beyond in providing personalized support, leading to increased loyalty and repeat business for the company.
  • Streamlined communication processes for improved customer experience, efficiently addressing and resolving concerns.
  • Supported fellow Customer Care Analysts by sharing best practices, offering guidance during challenging situations, or stepping in when additional help was needed on calls or cases.

Manager Quality Control and Merger Operations

Travel By Dana
09.1994 - 01.2004
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Developed and analyzed quality control processes and deliverables to determine present standards and establish recommended action plans.
  • Improved customer satisfaction with thorough final product inspections and adherence to strict quality control guidelines.
  • Developed and maintained relationships with customers and suppliers through account development.

Education

Bachelor of Arts - History / Art History

Colorado College
Colorado Springs, CO

Associates Degree - Travel And Tourism

Parks Junior College
Denver, Co

Skills

ADDIE

Adobe Illustrator and Premiere Pro

Articulate Suite

E-Learning - Blended and Virtual

Instructional and Learning Strategies

Jira

LMS Administration

Needs Assessment

Timeline

Senior Learning Experience Designer

Expedia Group
11.2016 - 04.2024

Training and Implementation

Orbitz Worldwide
01.2009 - 11.2016

Training Consistency Analyst

Orbitz Worldwide
08.2005 - 01.2009

Customer Care Analyst

Cendant Travel
07.2004 - 07.2005

Manager Quality Control and Merger Operations

Travel By Dana
09.1994 - 01.2004

Bachelor of Arts - History / Art History

Colorado College

Associates Degree - Travel And Tourism

Parks Junior College

Similar Profiles

CREATE PROFILE
Frayda Richman