Shirley Dosky
Westerville,OH
Summary
Resourceful and innovative Instructional Designer with demonstrated success in utilizing innovative training techniques in eLearning and curriculum development to increase workforce efficiency. Offering insightful analysis of content and design to create value-added learning programs that achieve desired business outcomes. Strong communication and interpersonal skills to build relationships with stakeholders and assess learning needs.
Overview
18
18
years of professional experience
Work History
Instructional Designer
Huntington National Bank
04.2006 - Current
- Developed test-out, Critical and creative thinking, Crucial conversations, Learning strategies, Training program development, Implementation support, Organizational performance, Active listening, Effective time management, Skill building, Conflict resolution
Instructional Designer
Ohio Contemporary Chinese School
05.2018 - 08.2018
- Consulted with Subject matter experts, ADDIE methodology to design curriculum,
- Identified adult learning strategies for the learners,
- Implemented Powtoon and YouTube videos, eLearning series for learners
Customer Advocacy Specialist II
Huntington National Bank
- Review, record, investigate, and respond to complex customer complaints received from regulatory agencies and company executives,
- Investigate complex customer complaints with a minimum of 90% accuracy,
- Identify root cause and Risk within complaints,
- Used ADDIE methodologies to design blended learning onboarding courses for new hires,
- Utilized Continuous Improvement methodology
- Collaborate with Corporate Compliance, Legal Department, and other subject matter experts,
- Team up with business partners to ensure quick resolution of customer concerns,
- Create organized and comprehensive documentation of each case
- Adhere to all Government Regulations
Production Support Analyst
Huntington National Bank
- Initiated innovative support of internal audits of procedures and daily tasks Identified risks in current workflows
- Evaluated workflows, 98% reduction of untimely cases, Conducted Quality Assurance analysis for the team
Process Team Lead
Huntington National Bank
- Designed and Facilitated training for team responding to over 500 secure online customer messages daily, with 95% accuracy,
- Ensured all federal banking regulations were followed,
- Directed production of Corrections for personal customer accounts and Date of Death Balances and Secure Online Messages; lead production and operations,
- Oversaw the distribution and resolution of all customer concerns for operations with 100% customer satisfaction,
- Provided support for the Assistant Vice President of Research Adjustments in all areas of management
Process Administrator
Huntington National Bank
- Researched and resolved customer accounts resulting in 100% customer satisfaction and minimizing attrition.
- Orchestrated a full-circle customer service for inquiries/tasks related to all types of customer service cases.
- Evaluated key data on productivity, activities, and performance to improve performance, and streamlined workflow processes to expedite a response, resulting in a 30% reduction in Customer wait time for an answer.
Education
Master of Science - Instructional Design and Performance Technology
Franklin University
Columbus, Ohio01.2018
Bachelor of Science - Human Resource Management
Franklin University
Columbus, OH01.2002
Skills
- Instructional Designer/Developer
- Critical and creative thinking
- Curriculum design
- Problem solver
- Articulate Storyline and Rise
- Adobe products proficiency
- Adult Learning strategies
- ADDIE and SAM Models
- Needs Analysis
- Root Cause Analysis
- Project management
- Stakeholder engagement
- Organizational skills
- Project Planning
- Idea Development and Brainstorming
Timeline
Instructional Designer
Ohio Contemporary Chinese School
05.2018 - 08.2018
Instructional Designer
Huntington National Bank
04.2006 - Current
Customer Advocacy Specialist II
Huntington National Bank
Production Support Analyst
Huntington National Bank
Process Team Lead
Huntington National Bank
Process Administrator
Huntington National Bank
Master of Science - Instructional Design and Performance Technology
Franklin University
Bachelor of Science - Human Resource Management
Franklin University
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