Designed and developed specialized training for the SFMS project (State Farm Measurement System). Conducted training needs analysis and developed training materials (using Word, PowerPoint & screenshots) as well as developed an intranet version of training documentation (using Dreamweaver). Attended Business Analyst meetings to determine the extent of knowledge required by the end-user audience. Significant Achievements: Finished project to 100% completion 2 weeks prior to scheduled end of contract.

Training needs analysis, designing/developing/delivering training sessions for the Information Technology department. Recruited, screened, interviewed, hired and managed a team of 7 instructional designers during the training development phase. Responsible for ensuring that all training materials developed in Microsoft Word and PowerPoint were consistent with established document standards. Provided new employee orientation and training for Telephone Relationships department (customer service and collections). Served as Malcolm Baldridge National Quality Award company spokesperson from 1993-1996. Responsible for conducting facility tours for corporate guests who registered to learn about AT&T UCS’s quality improvement process. Significant Achievements: Recipient of two consecutive AT&T President’s Circle Awards (1995 and 1996), AT&T UCS’s highest award for dedication to company values and world-class customer service.

Training 911 receiving officers