Experienced instructional designer passionate about creating engaging and effective learning experiences. Skilled in data analysis to inform design decisions. Adept at utilizing a wide range of instructional design methodologies and technologies to create effective training programs.
Hi, I’m
Rachel Engle
Instructional Designer and LMS Administrator
Wise,VA
Summary
Overview
8
years of professional experience
Work History
PHH Mortgage
Instructional Designer and LMS Administrator
04.2021 - 02.2023
Job overview
- Redesigned weekly micro-learning sessions, increasing company engagement by 30%
- Developed eLearning courses using Articulate 360
- Recorded and edited training videos in Camtasia
- Created system mockups and assisted with UX/UI design
- Conducted training research groups and gathered end-user feedback to enhance user experience on training courses
- Managed approvals, deadlines, support, and important milestones on large projects with stakeholders
- Tested and published LMS-compliant files to Skillsoft
- Acted as primary point of contact for all LMS-related incidents, and responded promptly to inquiries and requests from end-users
- Investigated LMS-related incidents and provided troubleshooting to resolve issues promptly and efficiently
- Ensured all incidents were logged and tracked in incident management reporting database, and provided regular updates on status of each incident
- Created and distributed reports based on learning assignments to business unit managers
- Effectively implemented best training practices and adult learning principles in planning and creation of instructional materials
American Homes 4 Rent
Training Specialist/Learning Experience Designer
10.2019 - 04.2021
Job overview
- Established Jira use for L&D team to maximize efficiency
- Collaborated with SMEs to organize and gather information for technical and procedural documentation
- Promoted collaboration among stakeholders
- Created presentations for executive suite and marketing
- Developed learning objectives based on Bloom's Taxonomy
- Recorded and edited training videos in Camtasia
- Researched new innovations in learning design and provided training to peers (e.g., conferences, online webinars, and online courses
- Created instructor-facing materials (e.g., outlines, facilitator's guide, handouts, and activities)
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Developed assessments and user polls to evaluate course effectiveness, altering content and delivery to achieve student learning goals
- Designed and delivered web-based, self-directed learning materials using Articulate 360
- Provided coaching and mentoring to Sales training team
Machine Zone (MZ)
Lead Training Specialist
04.2018 - 10.2019
Job overview
- Developed SOPs and procedural documentation
- Published and managed content for org-wide knowledge base in Zendesk and Confluence using basic HTML
- Utilized Kanban board in Jira for project management
- Conducted needs analysis frequently to ensure training was applicable to trending gaps in KPIs
- Developed and implemented new-hire training programs for in-house and offshore teams
- Created comprehensive facilitator guides for consistent delivery
- Facilitated virtual, in-person and blended learning sessions
- Restructured testing and evaluation processes using Kirkpatrick's model of evaluation
- Designed and delivered web-based, self-directed learning materials using Adobe Captivate
- Composed CS incident response messages and high-traffic CS macros
- Maintained training files and documents by preparing Excel and Google spreadsheets to track and maintain relevant training data
Machine ZoneLas Vegas, NV
Customer Service Team Lead
07.2017 - 04.2018
Job overview
- Managed multiple teams of newly on-boarded agents by instructing on proper usage of tools, resources, and soft skills
- Held daily huddles to communicate new or important information to team and encourage group collaboration.
- Provided consistent coaching to team members and created SMART goals to meet and exceed metric expectations
- Managed escalated customer inquiries and complaints, ensuring prompt and effective resolutions
- Analyzed customer feedback and develop action plans to address areas of improvement
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
Machine ZoneLas Vegas, NV
Customer Service Specialist
01.2017 - 07.2017
Job overview
- Utilized Zendesk to answer player concerns across multiple mobile games
- Consistently met or exceeded Customer Satisfaction ratings
- Provided peer to peer coaching to share best practices
- Assisted with identification of bugs and bug reporting
SYKESLas Vegas, NV
Leadership Development Specialist
09.2016 - 12.2016
Job overview
- Designed and delivered leadership development programs for senior executives, middle managers, and high-potential employees, resulting in an overall increase in leadership effectiveness and improved business performance
- Conducted needs analysis to identify leadership development gaps and designed customized learning solutions to address identified needs
- Facilitated leadership workshops and seminars, utilizing adult learning principles and interactive activities to engage learners and enhance the learning experience
- Developed and implemented a leadership competency model, incorporating it into performance management processes and succession planning initiatives
- Collaborated with cross-functional teams, including HR, Talent Management, and Business Unit Leaders, to ensure alignment of leadership development initiatives with business goals and objectives
- Coached and mentored leaders at all levels, providing guidance and support to enhance their leadership skills and abilities
- Evaluated the effectiveness of leadership development programs using a variety of assessment tools and methods, and made recommendations for improvement based on the data collected
- Managed vendor relationships, ensuring the delivery of high-quality services and solutions for leadership development initiatives within budget and on time
SYKESWise, VA
Corporate Customer Service Trainer
02.2015 - 09.2016
Job overview
- Facilitated ILT, vendor-created training programs for employees across multiple departments, ensuring that all training sessions were delivered on time.
- Consistently maintained low attrition rates and high Customer Satisfaction ratings.
- Fostered positive relationships with vendors and stakeholders to ensure the delivery of high-quality training programs that met organizational needs and goals.
- Evaluated the effectiveness of training programs using a variety of metrics, including learner feedback, performance evaluations, and business outcomes, and made recommendations for improvement based on data analysis.
- Provided ongoing support to learners, including coaching, mentoring, and performance feedback, to ensure that all employees were able to apply new knowledge and skills effectively in the workplace.
Education
Adult Education CenterFort Smith, AR
General Educational Development Diploma
05.2011
University Overview
Skills
- Adobe Illustrator
- Jira
- Zendesk
- Google Suite
- Microsoft Office
- Video Editing
- Written Communication
- Content Management
- Curriculum Development
- Customer Experience
- Adult Learning Principles
- Incident Management
Certification
- Learning Technologies Foundation and Applications, University of Illinois at Urbana-Champaign
- Leadership Coach Certification, AT&T Leadership Academy
Timeline
Instructional Designer and LMS Administrator
PHH Mortgage
04.2021 - 02.2023
Training Specialist/Learning Experience Designer
American Homes 4 Rent
10.2019 - 04.2021
Lead Training Specialist
Machine Zone (MZ)
04.2018 - 10.2019
Customer Service Team Lead
Machine Zone
07.2017 - 04.2018
Customer Service Specialist
Machine Zone
01.2017 - 07.2017
Leadership Development Specialist
SYKES
09.2016 - 12.2016
Corporate Customer Service Trainer
SYKES
02.2015 - 09.2016
Adult Education Center
General Educational Development Diploma
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