Laura Rawlins

LMS Administrator | Corporate Training |Event Management | Onboarding | Technical Training & Development | Clinical Trials Management | E-Learning | VILT & ILT Training | Resources | PowerPoint | DEI & ADA Training | Instructional Design | Executive Assistant | Franchise Training

PROFESSIONAL PROFILE:: Career training professional with diverse industry-transferable skills in instructional design, training development, curriculum development and instructor/virtual-led training. Adept at devising and delivering content to diverse audiences from the senior level to the rank and file. A professional history defined by a record of excellence and achievement in multiple client-facing roles in challenging environments. Best when faced with mastering complex information, determining the best methodology for delivery and applying all the tools to meet learning objectives. Eager, enthusiastic & embracing of a new challenge. Open to working remotely and positions requiring travel.

• Selected and served as a Disaster Relief Specialist trained to support passengers and families in the event of a disaster
• Worked the “Miracle on the Hudson” near disaster—personally meeting Captain Sully Sullenberger, working with NYPD, assisting dozens of passengers and serving as liaison to American Red Cross
• NOTEWORTHY CONTRIBUTION: Appointed to serve as a branding representative on the selection of new uniforms for more than 30K employees
• Worked with a NYC designer
• Traveled nationally modeling new uniforms
• Trained staff on computer enhancements and customer service products
• Designed customer-service-related training content and curriculum used in new hire training, refresher training and new promotional training offerings
• Maintained current knowledge of marketing rollouts such as customer service incentives, loyalty programs, & online accessibility options to enhance customer satisfaction and drive new business
• Planned and organized workflow—saving the company at least $15K through a proactive system of recordkeeping, class time management and employee scheduling
• Managed curriculum, including writing, developing and training for customer service reps and supervisors
• Updated training files to meet FAA, TSA and OSHA requirements
• Consistently met every deadline set by FAA, TSA and OSHA quarterly for more than 100 employees—always delivering perfect scores in the event of unannounced government audits
• Developed expertise as a ground security coordinator responsible for ensuring that all workplace protocols were followed
• ENTREPRENEURIAL EXPERIENCE
• Pre-1986: Founded, operated and transitioned Let's Make Waves, one of the first cruises-only travel agencies in the Greater Rochester Area.

• ACTIVITIES, National Center for Missing & Exploited Children (Regional Office) Event Planner-Charity Fundraiser Auction [2014-Present]
• Video training. Created numerous video training tools used to deliver content on best practices, procedures, customer engagement and other key operational protocols used by franchisees. Led the charge behind the creation of fresh, new content designed to support adherence to federal regulations in healthcare and business, including instruction design and delivery of material in person and online. Healthcare training mastery. Hired to learn and apply a very complex learning management system used to train healthcare providers. Successfully mastered the technology and material and trained hundreds of providers locally and nationally at seminars. Training logistics. Orchestrated the behind-the-scenes logistics related to training delivery across diverse constituencies, disciplines and locations. Successfully met or exceeded all learning objectives and deliverables for what became a complicated undertaking. Instructional design. Initiated the development and design of training materials and assessment tools underpinning UR Medicine's clinical trials management system. Working autonomously and as a member of a team, collaborated effectively with subject matter experts on execution. Remote training. Working in pharmaceutical, selected by management to travel nationally to work directly on-site with clients on training requirements. Recognized for effectiveness in the field for working well with technical and scientific clients. Large forum training. Working at large-scale events, taught solo sessions in real time as well as virtually via WebEx—events attended by as many as several hundred professionals. Crisis management/disaster recovery. While working for an airline, trained to assist passengers/ families if an aircraft goes down—a high-profile role for which only 300 were trained. Participated in the “Miracle on the Hudson” rescue of U.S. Airways Flight 1549 in 2009.