Heather A. Banks
Leesburg,VA
Summary
Adept at program design and fostering cross-functional collaboration, I significantly enhanced training effectiveness at Frontline Education by creating engaging e-learning modules and leading professional development conferences. With a knack for innovative problem-solving and a 96% customer satisfaction score, my blend of technical proficiency and team leadership drives impactful educational solutions.
Overview
19
19
years of professional experience
Work History
Learning Strategy Advisor
Frontline Education
Malvern, PA
07.2021 - 12.2023
- Created interactive e-learning modules using Articulate Storyline, Adobe Captivate and other authoring tools.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Maintained knowledge base articles related to instructional design topics.
- Analyzed data from surveys and evaluations to identify areas where improvements can be made in the overall instructional design process.
- Collaborated with subject matter experts to create content that is engaging, accurate, and compliant with standards.
- Implemented employee training programs to improve performance and productivity.
- Created and offered additional materials to enhance training.
- Software: ZenDesk, Salesforce, Confluence, Articulate 360, Doucebo, WellSaid Labs, Padlet, InDesign, Camtasia, Jira, Adobe Creative Cloud
Client Support Agent
Global Insight / Frontline Education
Malvern, PA
01.2021 - 07.2021
- Special education software client support agent (team of 7)
- Handled 26% of the team's 9k customer care tickets VIA phone and email, 1839 of them being one-touch resolutions
- Conducted research into product features and functionality as part of problem-solving process.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Designed internal onboarding training materials
- Documented repair processes and helped streamline procedures for future technical support actions.
- Maintain detailed records within Zendesk and Atlasian for 2490 tickets with a customer satisfaction score of 96%
- Special Education and Medicaid knowledge base for districts and states to provide clients with the necessary knowledge, resources, and IT support to complete their tasks.
- Updated internal databases with relevant information regarding customer interactions.
- Provided technical assistance to customers via phone and email, troubleshooting issues with software applications.
Teacher (Special Education, History, English)
Loudoun County Public School District
Ashburn, VA
08.2004 - 08.2020
- Member of the English Leadership Team at the county level, and a liaison between county leadership, school leadership, and teachers.
- Adopted and implemented new programs and strategies to enhance productivity and success rates on very rapid timelines.
- Identified and documented learning achievements by reporting outcomes, performance information, and program adjustments used to boost comprehension.
- Write common and individual SMART goals and objectives, analyze program metrics, and present data/results to leadership.
- Utilize reports and dashboard functions of programs for data analysis.
- Implement and modify the curriculum for the accessibility of English Language Learners, Special Education students, and 504 students.
- Worked with software: NoRedInk, NewELA, Google Suite, Learning Management Systems, Microsoft Suite, and WordPress.
- Met with administrators and department team members to work on curriculum planning and assessment methods.
- Created meaningful projects that allowed students to apply their knowledge in real-world situations.
- Built and strengthened positive relationships with students, parents and teaching staff.
- Engaged students through lecture and discussion, increasing classroom interaction to build inclusive learning environment.
IT Support/Instructional Coach
Loudoun County Public School Dist
Ashburn, VA
08.2011 - 08.2016
- Coordinating county professional development conferences for over 1,500 teachers.
- Assisted with network infrastructure design and implementation.
- Maintained inventory records of all hardware components within the organization's network.
- Implementing the Learning Management Systems (LMS) for 90+ schools.
- Mentoring peers in over 80 schools, coaching teachers at the school and county levels using multiple modalities.
- Instructional design of interactive training for software, best practice models, and train-the-trainer courses.
- Project manager for initiatives for the schools and county, including the evaluation of effectiveness.
- Maintained the CMS for the school, developed templates for the county, and started a new school site.
- Managed the IT support team servicing more than 150 teachers, 50 staff members, and 1,400 students, including Active Directory (AD) management for teachers and student accounts, LanDesk help desk, and troubleshooting digitally, in person, and by phone.
- Recruiting, hiring, managing staff, and managing a budget and equipment.
- Designing and implementing databases, job aids, and visual aids.
- Presentations at professional conferences on digital tools and best practices.
- Planning, setup, and proctoring of state and local assessments.
- Managed the county Google domain for over 90 schools, and became one of 10 people to obtain Google Trainer status.
- I trained and prepared a team of teachers for the virtual high school.
- LanDesk, Moodle, Google Suite, Microsoft, Clarity, and Phoenix.
- Provided technical support to users by troubleshooting hardware and software issues.
- Stayed abreast of latest software developments to enhance job knowledge.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
ESL Teacher (English as a Second Language Teacher)
Loudoun County Adult Education
Ashburn, VA
08.2004 - 06.2015
- Led teacher training sessions for new ESL instructors, sharing effective teaching strategies and classroom management techniques.
- Active Directory (AD) management for teacher and student accounts, and IT support for teachers and students.
- Facilitated conversations between native English speakers and non-native English speakers.
- Adapted teaching materials and methods to meet students' varying needs and interests.
Education
Master's Degree - Curriculum and Instruction:Integration of Technology
George Mason University
Fairfax, VABachelor's Degree - English
Mount Saint Mary College
Newburgh, NYSkills
- Program Design and Implementation
- Creating and curating resources
- Innovative Problem-Solving
- Cross-functional team design and collaboration
- Quantitative data analysis and reporting
- Identifying strengths and creating opportunities
- Coordinating professional development conferences
- Project management
Activities
- Melvin Jones Fellowship Award (2006)
- Leo Club Sponsor
- Coding Club for Middle School Sponsor
Contact
Leesburg, VA 20175
Additional Training
- Virginia Department of Education License
- Project Based Assessment, 06/2019
- Project Based Learning, 06/2018
Timeline
Learning Strategy Advisor
Frontline Education
07.2021 - 12.2023
Client Support Agent
Global Insight / Frontline Education
01.2021 - 07.2021
IT Support/Instructional Coach
Loudoun County Public School Dist
08.2011 - 08.2016
Teacher (Special Education, History, English)
Loudoun County Public School District
08.2004 - 08.2020
ESL Teacher (English as a Second Language Teacher)
Loudoun County Adult Education
08.2004 - 06.2015
Master's Degree - Curriculum and Instruction:Integration of Technology
George Mason University
Bachelor's Degree - English
Mount Saint Mary College
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