Madison Dill
Auburndale,FL
Summary
Dynamic training professional with extensive experience in adult education, instructional design, and curriculum development. Proven track record in enhancing professional learning and development initiatives, alongside management and leadership development programs. Expert in instructional design methodologies, blended learning strategies, and adult learning theories. Technical proficiency includes eLearning tools such as Adobe Captivate, Rise 360, and Articulate 360, along with the full Adobe Creative Cloud Suite (InDesign, Photoshop, Premiere Pro, Illustrator, Audition). Additional proficiency in using online animation tools such as Vyond and Powtoon. Adept at utilizing various LMS platforms, including Bridge, Litmos, Absorb, Yoobic, and Canvas. Holds a Bachelor’s Degree in Organizational Communications from Florida International University (Summer 2021) and currently pursuing a Master’s Degree in Instructional Design & Technology at the University of Central Florida.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Learning & Development Manager, Customer Service & Store Operations
GameStop
01.2022 - 06.2023
- Established and implemented internal design processes and standards to enhance team efficiency and effectiveness
- Established and implemented project intake process and management process with internal stakeholders and business partners
- Led intake meetings with key stakeholders to identify training needs and align initiatives with business goals
- Managed training projects for both customer service and store operations, ensuring timely delivery and measurable outcomes
- Provided guidance and support to team members throughout the instructional design process, fostering a collaborative learning environment
- Collaborated with business partners and stakeholders to address ongoing learning and development needs
- Developed and executed strategic plans for training initiatives and employee development to drive organizational performance
- Oversaw a team of five learning and development professionals, promoting their growth from classroom facilitation to content design
- Mentored team members in leveraging innovative instructional strategies and tools to enhance training effectiveness
Senior Training Specialist, Customer Service
GameStop
10.2021 - 01.2022
- Collaborated with business partners and operations to ensure training alignment with organizational goals and operational needs
- Conducted comprehensive needs assessments and training analyses to identify gaps and inform program development
- Utilized instructional design frameworks, including ADDIE and SAM, to create effective training initiatives tailored to learner needs
- Designed and implemented training initiatives and learning paths for internal team members to enhance skills and performance
- Developed targeted training programs to support the successful launch of new business initiatives
Instructional Designer, Customer Service
Chewy
04.2019 - 10.2021
- Pioneered the instructional design function as the first designer on the Chewy team, establishing foundational processes and standards for training development
- Developed, designed, and implemented new training courses and programs to meet the evolving needs of the customer service team
- Re-engineered and launched innovative training programs that incorporate engaging methodologies and interactive elements to enhance learner experience
- Transitioned into a program manager role, overseeing multiple training initiatives and ensuring alignment with strategic business objectives
- Collaborated with cross-functional business partners to ensure training initiatives align with organizational goals and operational requirements
- Utilized feedback and evaluation data to continuously improve training content and delivery methods, driving higher engagement and effectiveness
- Fostered a culture of continuous learning by introducing best practices in instructional design and facilitating knowledge sharing across teams
Training & Development Supervisor, Customer Service
Chewy
03.2016 - 04.2019
- Facilitated and managed classroom training sessions, employing effective instructional strategies to ensure high learner retention and engagement
- Leveraged conflict management skills to address training challenges and implement corrective actions, fostering a positive and productive learning environment
- Designed and implemented innovative solutions to enhance training experiences, incorporating interactive elements and modern learning technologies to drive engagement
- Monitored and assessed training effectiveness through feedback and performance metrics, continuously refining programs to meet the evolving needs of the customer service team
- Collaborated with team leaders and stakeholders to align training initiatives with organizational goals, ensuring that programs effectively supported business objectives
- Mentored and supported junior trainers, promoting professional development and enhancing overall team performance
Customer Experience Trainer & Event Coordinator
Petland
10.2013 - 09.2015
- Trained and onboarded new employees, equipping them with essential skills and knowledge to excel in customer service and operational roles
- Engaged with the local community by educating youth on animal safety, handling, and general animal welfare, fostering a sense of responsibility and awareness
- Hosted and facilitated community events, including birthday parties and field trips, creating memorable experiences that strengthened community relationships and brand loyalty
- Ensured exceptional customer experiences by assisting with merchandise assembly and organization, contributing to a welcoming and efficient shopping environment
- Received positive feedback from both customers and management for consistently enhancing the overall customer experience and promoting a culture of service excellence
Education
Master of Arts - Instructional Design & Technology
University of Central Florida
10-2026
Bachelor of Arts - Organizational Communications
Florida International University
01.2021
Associate of Arts - General Studies
Polk State College
01.2019
Skills
- Instructional Design
- Employee & Leadership Development
- Classroom Facilitation
- Corporate Learning & Development
- Organizational Communication
- Project Management
- Change Management
- Data Analysis
- Coaching & Mentoring
- Content Development
- Digital Learning Strategies
- Public Speaking
- Cultural Competency
- Multimedia Production
- Adobe Creative Cloud Suite
- ELearning Development Tools
- Microsoft Office Suite
- Curriculum Planning
- Cross-functional Team Abilities
Certification
- eLearning Instructional Design Certifcate obtained through Association for Talent Development (ATD) in 2021.
References
References available upon request.
Timeline
Learning & Development Manager, Customer Service & Store Operations
GameStop
01.2022 - 06.2023
Senior Training Specialist, Customer Service
GameStop
10.2021 - 01.2022
Instructional Designer, Customer Service
Chewy
04.2019 - 10.2021
Training & Development Supervisor, Customer Service
Chewy
03.2016 - 04.2019
Customer Experience Trainer & Event Coordinator
Petland
10.2013 - 09.2015
Master of Arts - Instructional Design & Technology
University of Central Florida
Bachelor of Arts - Organizational Communications
Florida International University
Associate of Arts - General Studies
Polk State College