Summary
Overview
Work History
Education
Skills
Timeline
ResearchAssistant
Jackie Tucker

Jackie Tucker

Macungie,PA

Summary

A passionate and effective leader in learning and change management for business efficiency and success, I have worked in various roles across multiple industries creating continuous learning and growth opportunities and influencing strategic solutions. I am capable of functioning independently, directing and instructing others, or contributing to the collaborative efforts of a team, providing leadership and vision driving teams to meet goals.

Overview

27
27
years of professional experience

Work History

Supervisor

PPL Electric Utilities
06.2021 - Current
  • Analyze customer business needs to provide best-practice training solutions that support the achievement of business goals and strategy
  • Consult with subject matter experts and stakeholders on L&D implications of potential business decisions and on gap analysis between current performance and business goals and requirements
  • Developed and maintained a role-based course curriculum, providing technical, compliance, and business training to over 2500 employees
  • Apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
  • Plan, resource, and monitor effective delivery of learning and performance solutions at PPL and vendor locations
  • Collaborate with Customer Operations and Vendor Management leaders to ensure vendor adherence to corporate business policies and regulatory controls
  • Manage performance including goal setting, performance management, workload, and project management
  • Redesign training curriculum and delivery methods to create a more agile employee experience and quicker path to competency for employees
  • EHS co-chair managing implementation of work and lifestyle changes to promote a safer and healthier atmosphere for employees
  • Community liaison for PPLVets business resource group engaging employees with veterans in communities we serve
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Senior Instructional Designer

PPL Electric Utilities
08.2016 - 06.2021
  • Analyzed customer business needs to provide best practice training solutions that supported the achievement of business goals and strategy
  • Applied solid instructional design to improve retention throughout training curricula using unique activities, workbooks, videos, and other micro-learnings
  • Member of HCM/Learn Integration Team, change agent in the Ideate/Vision Group for New Employee Onboarding project, Emergency Preparedness Onboarding Redesign Team, and HAR/LAN Safety/HuP Blitz Project
  • Managed development process from initiation through completion, including management of scope, scheduling, defining deliverables, review cycles, milestone and resource tracking, and reporting
  • Supervised 7 contractors including all aspects of their PPL experience (hiring, implementing corrective behavior measures, and relieving of duties both voluntary and involuntary)
  • Project managed conversion of over 150 Lectora courses to Storyline
  • EHS co-chair managing implementation of work and lifestyle changes to promote a safer and healthier atmosphere for employees.

eLearning Developer

PPL Electric Utilities
08.2015 - 08.2016
  • Defined, created, and maintained high-quality learning modules for web-based training using ADDIE model
  • Worked with SMEs to identify knowledge gaps and determined need and scope for communication and/or training
  • Maintained library of over 300 company self-paced learning modules.

Lead Implementation Specialist

SunGard Public Sector
01.2009 - 08.2015
  • Applied solid instructional design skills, effective learning principles and creativity to course design to engage participants in the learning process
  • Functioned as team lead to assess training needs of internal staff and external clients to ensure successful implementations across the country
  • Implemented quality assurance program for customers to monitor success post-implementation
  • Created quality trainer monitoring standards to ensure effectiveness of the program
  • Created written standards for quality review and collaboration activities in accordance with company standards
  • Coordinated quality assurance program with customers and performed activities such as audits and calibrations to identify areas for improvement and remediation
  • Developed, managed, and maintained training content for computer-based training, facilitator-led training, blended learning, self-study, and job aids
  • Effectively managed training projects
  • Anticipated and escalated project issues as they developed
  • Conducted Train-the-Trainer sessions as needed
  • In conjunction with Remote Project Manager, developed action plans as appropriate
  • Provided documentation assistance by reviewing draft manuals, recommending necessary revisions and/or updating documentation
  • Participated in product development review sessions
  • Tested custom software prior to customer implementation and training; adapted training when appropriate to reflect modifications
  • Ensured regulatory requirements for each state’s site assignments.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.

Senior Implementation Specialist

SunGard Public Sector
07.2005 - 08.2015
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service
  • Explained complex, technology-related issues in basic, understandable terms to clients
  • Suggested solutions to developing problems during the project so that correct modifications could be made
  • Cultivated relationships with sales team to support and supply corrective actions
  • Focused solutions on industry-specific workflow, client base, and protocols, tailoring implementations to client needs
  • Configured, installed and handled troubleshooting tasks for a variety of different applications
  • Assisted account executives with strengthening client relationships through targeted solutions
  • Configured hardware, devices, and software to set up workstations for employees
  • Created user accounts and assigned permissions.

Application Specialist

Cardinal Health, Inc
09.2001 - 07.2005
  • Developed, facilitated, and conducted training programs to meet the needs of hospitals and pharmacy staff across the country
  • Coordinated the Pyxis System installation process with emphasis on project management, troubleshooting, technical support, and training
  • Managed new and existing accounts, maintained account summaries, and coordinated client resources
  • Supervised hospital staff to ensure adherence to regulatory standards and system process
  • Worked with management to create better business practice strategies
  • Performed upgrades to existing AIS software and hardware systems, order equipment and supplies, and complete weekly logs
  • Participated in national monthly System Specialist calls, disseminating information to peers within territory.

National Training Coordinator- Consultant

Vicor, Inc
09.1998 - 12.2000
  • Responsible for all aspects of Vicor's training program specific to end-users at banks in multiple cities across the country
  • Created, developed, and implemented processes, procedures, and materials for training and state-specific regulatory requirements
  • Provided training to management staff and trainers of various banks prior to the implementation of software
  • Supervised, monitored, and evaluated all bank employees on the project team
  • Attended trade shows, gave demonstrations, and delivered explanations of hardware and software components.

Software Trainer

Bank of America
01.1998 - 09.1998
  • Trained executive, management, and individual contributors at three different sites
  • Assisted Vicor and Bank of America software developers on all applications and enhancement suggestions, development, and testing
  • Developed documentation and implemented processes for ongoing training post-implementation.

High School English Teacher

DeKalb County School District
09.1997 - 01.1998
  • Responsible for writing, developing, and implementing lesson plans
  • Developed thematic units; prepared, administered, and graded tests and portfolios.

Technical Documentation Assistant

Cephalon, Inc
06.1996 - 08.1997
  • Performed all aspects of technical documentation intended for submission to regulatory agencies and outside consultants
  • Monitored two departments' operating and budget activities
  • Maintained departmental study and administrative files.

Education

Master of Science - Education, Online Teaching

Wilkes University
Wilkes-barre, PA

Teacher Certification, English And Business Techno

East Stroudsburg University of Pennsylvania
East Stroudsburg, PA

Bachelor of Arts Degree - English

East Stroudsburg University of Pennsylvania
East Stroudsburg, PA

Skills

  • Training and Development
  • Project Management
  • Strategic Planning
  • Workflow Optimization
  • Customer Experience
  • Operational Planning
  • Report Writing
  • Adult Learning Theories

Timeline

Supervisor

PPL Electric Utilities
06.2021 - Current

Senior Instructional Designer

PPL Electric Utilities
08.2016 - 06.2021

eLearning Developer

PPL Electric Utilities
08.2015 - 08.2016

Lead Implementation Specialist

SunGard Public Sector
01.2009 - 08.2015

Senior Implementation Specialist

SunGard Public Sector
07.2005 - 08.2015

Application Specialist

Cardinal Health, Inc
09.2001 - 07.2005

National Training Coordinator- Consultant

Vicor, Inc
09.1998 - 12.2000

Software Trainer

Bank of America
01.1998 - 09.1998

High School English Teacher

DeKalb County School District
09.1997 - 01.1998

Technical Documentation Assistant

Cephalon, Inc
06.1996 - 08.1997

Master of Science - Education, Online Teaching

Wilkes University

Teacher Certification, English And Business Techno

East Stroudsburg University of Pennsylvania

Bachelor of Arts Degree - English

East Stroudsburg University of Pennsylvania

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Jackie Tucker