Jamie Byler

Manage a team of Digital Multimedia Developers located across multiple locations within the United States. We provide online digital solutions for firm-wide employee performance support, utilizing a variety of multimedia software. With achievements in consulting & solutions delivery for corporate-wide initiatives, project management, leading teams, process improvement & training development. Strong analytical & strategic strengths.

• Refine and execute learning strategy for the aligned business, with key focus on aligning to the business goals as they relate to foundational skills & knowledge, with identified measurable outcomes.
• Partner with senior leaders in the business to identify foundational gaps, then prioritize and align to solutions within new-hire, continuing education, and manager development.
• Foster a culture of continuous learning and growth mindset, where skill progression is top of mind for the organization.
• Oversee the design and delivery of best-in-class training programs leveraging subject matter experts (SMEs) within the business, and provide ongoing coaching and development to SMEs to drive continuous improvement.

Lead the Content Design, Content Strategy, Localization and Content Delivery teams to deliver high quality content that supports customers. Collaborate with the Product, Design, Servicing and Engineering to gather, scope, and prioritize content requirements - across all channels.

• Design and deliver content performance metrics and KPIs. Actively leverage user data and research insights to identify gap/opportunities and measure content effectiveness. Maintain the highest compliance standards, ensuring content meets regulatory standards and localization and publishing processes are documented, adhered to and reviewed regularly. Champion content quality, consistency, accuracy, adherence to style and brand standards, and user experience implications. Identify and implement optimizations to content processes, including localization and compliance workflows with an eye toward new solutions re: tools, validation and governance. Content delivery lead, utilizing Project Scrum and Data Hygiene in Jira. Partnership with Product Owners to create digital content to support services, policies and processes.

Digital development consultant, assisting with eLearning course builds for the General Accounting Office. Partnering with all teams to ensure systems trainings are designed, developed, and implemented across all agencies for the State of Arizona.

Partner with Learning & Development Specialists and Learning Partners, subject matter experts, graphics artists and technical writer to produce digital learning. Design and develop innovative and engaging eLearning and online training courses and other learning interactions using working knowledge of instructional design in combination with software from the Adobe Creative Suite. Influence design across the team by consulting with LDS/LPs and building tools/template for other developers. Partners, collaborates and consults on team project needs and assessments. Designing of cross-LOB digital learning solicitors that involve multiple learning technologies that include graphics, illustration and other visuals to represent complex content, facts, processes and procedures. Researches and evaluates new and emerging technologies and approaches for potential application within the content and experience portfolio. Advises and develops complex, multi-generational digital learning strategies.

• Content delivery lead, utilizing Project Scrum and Data Hygiene in Jira. Partnership with Product Owners to create digital content to support services, policies and processes.

Training Manager II takes a lead role in the Arizona Department of Administration (ADOA) – General Accounting Office (GAO) Training Group. Duties include, but are not limited to, the creation of CBTs, Virtual or Remote courses, training materials/curriculum and classroom instruction for the State of Arizona's statewide accounting system (AFIS), course design and implementation of other systems that interface with AFIS and/or systems the GAO oversees. Project planning and implementation. Working with functional area leadership to develop resources. HRIS curriculum and training. Manage training team, utilizing strengths and coaching for professional growth while using Six Sigma Lean strategies. Key training resource to all agencies within the state that utilize the accounting software.

• Lead the activities of the assigned training resources including staff and leadership
• Tracking training readiness
• Data analysis
• System resource strategist
• Overseeing design and development of training materials, exercises and data loads including development of training templates, style guides and standards
• Evaluating training needs and effectiveness
• Ensuring changes in processes and technology continue to be incorporated into the State training materials/assets
• Coordinating training communication with other project members for consistent, timely and effective messages regarding training
• Employee development, coaching, support
• Partner with functional areas to develop/implement ongoing system support resources

• Researched and created all required onboarding materials needed for stakeholders and corporate office departments.
• Worked directly with departments, leadership and project management teams to achieve onboarding systems standardization.
• Designed, developed and tested embedded software applications for use in the property management industry.
• Performed initial client assessment and analysis to begin research process.
• Responsible for creative design for prominent systems initiatives.
• Analyzed departmental documents for appropriate distribution and storage.
• Wrote systems guide to designate responsibilities and expectations.
• Salesforce WalkMe builder to enhance processes with zero error rates
• Salesforce Lightning implementation for Sales and Field market teams. Includes onboarding guides, facilitation, follow-up via webinar.
• Assigned E-Learning and virtual training through LMS.
• LMS Admin, create courses, upload courses and assign to employees.
• Collaborated with leads in every department created storyboards to build content for user guide for every department.
• Implemented adult learning concepts to achieve effective training.
• Development, design and implementation of contract management system used by all stakeholders.
• Yardi database facilitation, and process improvement implementation.
• Systems & process pilot creator for upgrades, new processes and system enhancements to test and analyze best course of action for implementation.
• Train the Trainer, coaching/onboarding new training professionals on content flow, room management and brand.

• Responsible for creative design for prominent Contact Center new hire training and Advanced Skills for existing agents.
• Verified data integrity and accuracy.
• Assisted various business groups with document organization and dissemination during acquisitions.
• Worked directly with Care Director, Service Coordination Manager, customer care agents, service agents to achieve needs to develop quality training programs. Establishing a 0% attrition from new hire material.
• Created and implemented new training initiatives, E-Learning modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
• Devised comprehensive training courses and guided staff training by employing proven teaching methods.
• Designed and facilitated training courses, aligning new learning development and solutions to the organization's strategic goals, mission and vision.
• Standardized E-Learning corporate wide.
• Created digital knowledge-base for Customer Care agents to assist customers.
• Trained and created modules of an E-Learning curriculum, from cradle to launch.
• Created storyboards and built content for user guides.
• Creation and implementation of the Contact Center leadership development and coaching module for supervisors, leads and potential leaders.
• Implementation of soft skills modules including; connecting with the customer, active listening, diffusing a difficult situation, conflict management and change agility to enhance the employee/customer experience.

• Created an in-depth training manual for all employees. Managed all exempt employee coaching, training and performance improvement actions.
• Managed the new employee orientation training process for more than 172 employees each year
• Conducted orientation sessions and organized on-the-job training for new hires.
• Analyzed effectiveness of training programs at all levels and recommended updates.
• Organized and edited training manuals, multimedia visual aids and other educational materials.
• Coordinated ongoing technical training and personal development classes for staff members.
• Trained new hires to perform cross-training exercises with experienced workers.
• Created user guides for all departments, including sales, customer services, billing digital care
• On team for knowledge-based creation for company Green Pages
• Standardized E-Learning and transitioned it corporate-wide
• Implemented adult learning concepts to achieve effective training
• Created modules for E-Learning to establish pre-work (slide decks, quizzes, videos, etc.), company/policy expectations, and activities (i.e. Kahoot quizzes)
• Salesforce Trainer
• Salesforce UAT
• Salesforce Corporate Expert
• Virtual Training expert through Captivate, utilizing connected classroom, and group training.
• Leadership coaching and developing training through DDi
• Train the Trainer, coaching/onboarding new training professionals on content flow, room management and brand.