Vernon Rooze
Spring Branch,TX
Summary
A highly experienced psychometrician who is passionate about creating assessments to fit the client's needs; trained by the Air Force in Item Response Theory, test development, and statistical analysis. Experienced at managing training and certification programs in the corporate world and the military. Adept at working with stakeholders in highly matrixed environments, creating workshops, building collaborative teams, and producing quality results ahead of deadlines.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Psychometrician, Team Lead
Apple – Enterprise Technical Training and People Programs
2017.03 - 2024.03
- Led a collaborative team of evaluation specialists focused on creating high-stakes certification exams for Apple Certified Support Professional, Certified IT Professional, macOS Support Essentials, Final Cut Pro X, Logic Pro X, and the Enterprise App Developer exam pilot.
- Worked with stakeholders and SMEs to define critical core competencies and proficiency levels for the master task list
- Introduced one-on-one author coaching and collaborative reviews to enhance item reliability, improve wording, and ensure technical accuracy while ensuring the items tested the required level of proficiency.
- Developed item writing workshops to introduce SMEs to item response theory and demonstrated how to reduce cognitive load using interactivity, multimedia, and proper structure.
- Used statistical analysis to validate test item pools, highlight high-performing items, and remove invalid items from the pool.
- Used item writing theory to restructure existing item pools to reduce the number of mental loops, which led to a 13% reduction in average time spent per item on beta exams
- Improved average item discrimination indices from .39 to .46 and the overall internal reliability of exams from .78 to .89
- Improved the exam experience for foreign language students by localizing the registration, scheduling, and payment process
Veterans At Apple National Co-Chair, Austin Co-Chair, Community Program Lead
Apple
2018.03 - 2024.03
- Led a veteran group to provide members with the resources needed to succeed at Apple and establish personal connections
- Worked with Executive Sponsors to determine goals and Apple’s focus areas to support members with events and activities
- Collaborated with Apple Benefits and Wellness teams to help ensure National Guard, Reservists, dependents, and military retirees understood available benefits; the partnership gained so much attention that it is featured on Apple's public-facing website
- Worked with Apple Recruiting to improve Apple's image as a veteran-friendly company, helped screen veteran profiles, and provided feedback on a military experience matching tool posted on Military.com, a news resource website for military and family members
- Partnered with the Internal Talent Movement team to provide resume writing workshops to veterans looking to advance their careers at Apple
- The first sixty resume submissions received one-on-one reviews and coaching to improve their resumes
- Created an interactive Memorial Wall to honor those lost during the Global War on Terror, which allowed family, friends, and coworkers to leave a virtual remembrance by the name of during the Memorial Day week of remembrance
- Served as a coach for Apple's CORE Veteran program, which helps military members transition from the military to the corporate world
- I provided coaching and support to veterans transitioning from the military within their first two years at Apple
Vice President, Half Moon Bay Pilots Association
Half Moon Bay Pilots Association
2016.01 - 2018.01
- Led the Half Moon Bay Airport Pilots Association as Vice President in its mission to preserve and enhance California's overall transportation system and provide outreach to citizens, elected officials, and educators to promote aviation in the local community
- Oversaw the strategic planning to provide volunteer pilots and aircraft to DART, a Disaster Airlift Response Team in California
- Coordinated with volunteer staff, airport management, and first responders to provide free air transportation and airlift
- Expanded exercise operations by partnering with the Santa Monica Airport Association DART to conduct two additional exercises
- FEMA recognized both associations by jointly awarding the groups two Individual and Community Preparedness Awards
- Served as Ramp Boss and coordinated with the Air Boss during the annual Dream Machines Airshow and Fly-in Fundraising Event
Training Content Manager and Learning and Development
Nest Labs, Google
2013.07 - 2017.02
- Collaborated with marketing, creative, and engineering to deliver internal and external training content for enterprise business partners, retail, and installers of the Nest Learning Learning Thermostat, Smoke Alarm, and security cameras
- Launched the first Learning Thermostat for the European market; facilitated training with HVAC installers at trade shows and leading retail partners John Lewis, Dixons, and Curry’s in the European Union
- Provided onboard training to North American and European energy partners, such as Reliant, Con Edison, Npower, and Lampiris, to help reduce peak energy costs and enroll residential customers into Nest energy conservation incentive programs
- Secured a digital publishing platform that enabled Nest to create interactive training content that could be hosted on partner SCORM-compliant LMS systems or websites or downloaded by individuals as an app to their mobile devices
- Published over 70 eLearning modules to the Learning Management System to support retail, energy, and insurance partners
- Grew retail relationship with Best Buy, increased the number of trained sales reps from 1,800 to 10,000+ in three years
Apple Developer and Rovider Support Programs Curriculum Manager
Apple
2011.04 - 2013.07
- Oversaw content development and classroom training for Apple Developer Support new hire training and expanded the curriculum to include support for the App Store, Apple Books, Music, and Movies within two years
- Worked with senior Apple management to transfer procedures and training responsibility from Apple Worldwide Developer Relations to AppleCare
- I gained the Director's sign-off the course by teaching the pilot to WWDR staff and team members
- Created a working relationship with Worldwide Developer Relations management by presenting a compressed version of the newly created ADPS new hire training curriculum
- Gained Senior Director sign-off while gathering and implementing feedback
- Created an online Email Fundamentals course that raised customer satisfaction scores by 55% in five weeks
- Used SAM and agile training development methods to meet the changing needs of the Apple Developer Program Support and expanded support to Apple Music, Movies, Books, Apple Ads, and App Review
WW Training Delivery Certification Program Manager
Apple
2008.03 - 2011.04
- Developed AppleCare's worldwide strategy to improve instructor-led training by creating the AppleCare Trainer Accreditation Program in response to the declining performance of newly ramped contact centers
- After piloting the program internally, I began the program by launching the first class in Sydney, Australia; Cork, Ireland; Manilla, Philippines; Niagra Falls, Peterborough, and Prince Edward Island, Canada; and later in Tokyo, Japan; and Seoul, Korea
- The program led to an 86% improvement in end-of-course survey results and a significant reduction in trainer attrition
- Over 700 trainers graduated from the Trainer Qualification Course in the first three years by certifying additional regional instructors to lead the course
- Authored and delivered AppleCare's Virtual Instructor Qualification course
- Pioneered using training partners to deliver virtual training via Blackboard
- Taught curriculum managers how to effectively use self-paced training and activities to keep students engaged and learning
- By teaching the proper use of interactions, visual reinforcement, movement, vocal delivery, and appropriate tool usage, AppleCare's virtual instructor-led classes outperformed traditional instructor-led classes on End-of-Course surveys by 10 percent
Instructional Design, Evaluation, and Certification
Apple
2003.06 - 2008.03
- Implemented Kirkpatrick measurement methodologies into AppleCare Training reporting
- Used pre and post-test results to measure learning, call monitoring scorecards, and other metrics to identify time-to-proficiency levels of new-hire graduates
- Conducted staff assistance visits to vendor sites to improve new hire trainer performance by identifying issues that limited training effectiveness
- Worked with site and vendor management to eliminate obstacles and enhance training effectiveness
- Organized AppleCare's first collaborative training development team
- Led the team and released nine training modules in just seven weeks
- The new training format was credited with increasing customer satisfaction rates by 15% and achieving a 95% training completion rate within 45 days of release
- Drafted training development plan and secured authorization to release train advisors for the next operating system to ensure training was released to advisors before the first customer ship dates
- Worked with 24 Subject Matter Experts to create a skills-based assessment to measure advisor skills
- The results were used to create a dynamic call routing prioritization system, which directed the call to the advisor with the highest-rated skills based on availability
- Onboarded a new examination system that reduced the time to publish an exam from 4-6 hours to less than 30 minutes
- Within the first year of implementation, AppleCare served and scored over a million individual test sessions worldwide
WWAC Training Delivery and Developer
Apple
2001.03 - 2006.06
- Delivered new hire training, and developed Customer Relationship Management software training in the US, Japan, and Korea
- Worked with AppleCare Engineering to develop, create, and teach troubleshooting strategies for the new OS, Mac OS X
- Served as the Japanese language interpreter for the Senior Director of AppleCare in weekly staff meetings with Japan
- Delivered AppleCare's new worldwide training curriculum in Japan and helped the contact center exceed service level agreements in the first few months of the contract
Education
Some College (No Degree) - Far East Asian Studies
University of Maryland
Global CampusGraduate, Korean Language Enhancement Program -
Yonsei University
Associates, Instructor of Technology, Communication Applications -
Community College of The Air Force
Basic Korean Language Course - Korean Studies
Defense Language Institute
Presidio Of Monterey, CASkills
- ADDIE
- Psychometrics
- Item Response Theory
- Instructional System Design
- Training Management
- Exam Development
- Curriculum Development
- Learning Management Systems
- Test Security
- Performance Assessments
- Adaptive Testing
- Criterion-Referenced Testing
- Coaching and Mentoring
Certification
- Applied Instructional System Development (ISD)
- Tests and Measurements
- Interpreting Training Codes and Objectives
- Cross-Cultural Communications
- Command Language Program Manager Course
- Aircrew Instructor Training
- Technical Training Supervisor
- Technical Training Instructor Refresher
- Technical Training Instructor
- Academic Counseling
- Apple Certified IT Professional
- Apple Certified Support Professional
- Kirkpatrick Principal Evaluation Certificate
- Occupational Instructor Certificate
- Master Instructor - United States Air Force
Languages
Korean
Professional Working
Japanese
Limited Working
Affiliations
- Commemorative Air Force
Timeline
Veterans At Apple National Co-Chair, Austin Co-Chair, Community Program Lead
Apple
2018.03 - 2024.03
Senior Psychometrician, Team Lead
Apple – Enterprise Technical Training and People Programs
2017.03 - 2024.03
Vice President, Half Moon Bay Pilots Association
Half Moon Bay Pilots Association
2016.01 - 2018.01
Training Content Manager and Learning and Development
Nest Labs, Google
2013.07 - 2017.02
Apple Developer and Rovider Support Programs Curriculum Manager
Apple
2011.04 - 2013.07
WW Training Delivery Certification Program Manager
Apple
2008.03 - 2011.04
Instructional Design, Evaluation, and Certification
Apple
2003.06 - 2008.03
WWAC Training Delivery and Developer
Apple
2001.03 - 2006.06
Some College (No Degree) - Far East Asian Studies
University of Maryland
Graduate, Korean Language Enhancement Program -
Yonsei University
Associates, Instructor of Technology, Communication Applications -
Community College of The Air Force
Basic Korean Language Course - Korean Studies
Defense Language Institute
- Applied Instructional System Development (ISD)
- Tests and Measurements
- Interpreting Training Codes and Objectives
- Cross-Cultural Communications
- Command Language Program Manager Course
- Aircrew Instructor Training
- Technical Training Supervisor
- Technical Training Instructor Refresher
- Technical Training Instructor
- Academic Counseling
- Apple Certified IT Professional
- Apple Certified Support Professional
- Kirkpatrick Principal Evaluation Certificate
- Occupational Instructor Certificate
- Master Instructor - United States Air Force
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