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Resume

Work
Experience

2022 - Present

Senior Learning Experience Designer

Amazon/Ring

  • Lead the design and development of learning solutions for Ring Customer Service across compliance, tools and systems, soft skills, and skill advancement initiatives.

  • Redesigned the new hire training program around minimum skills, self-directed learning, and tollgates, launching streamlined Basic and Advanced paths that improved time to proficiency, supported 1,400+ associates and support staff, and generated $30K+ in annual cost savings. 

  • Strategized, led, and helped build redesigned chat training for Ring and Blink support teams, including Service Cloud Voice and AI-augmented tools in Salesforce; impacted 500+ agents, increased chat concurrency, and reduced AHT by 30 seconds in chat and 19 seconds in calls. 

  • Partner with stakeholders and SMEs to identify performance gaps, define learning strategies, and deliver scalable solutions for large learner populations. Serve as a lead LXD, mentoring peers and advising client teams, senior managers, and directors on learning needs, strategy, and solution design.

2021 - 2022

Digital Learning Designer

Early Warning Services (Zelle) Contract

  • Designed compliance and soft-skills learning solutions using adult learning principles and scenario-based instructional strategies. 

  • Partnered with SMEs and stakeholders to define course objectives and translate complex content into engaging digital learning experiences. 

  • Developed eLearning assets in Storyline and Vyond to support business needs and learner performance.

2020 - 2021

Instructional Designer

Arizona Public Service (APS) Contract

  • Created customer service and technical training modules grounded in real-world scenarios and job-relevant application. 

  • Designed and edited interactive Storyline modules incorporating graphics, video, and text-based instruction. 

  • Collaborated with cross-functional partners to deliver effective digital learning solutions on schedule.

2019 - 2020

Instructional Designer

University of Phoenix

  • Developed learning content and digital training materials using adult learning principles for higher education initiatives. 

  • Collaborated with stakeholders to define instructional needs and produce effective learning experiences. 

  • Used platforms such as Microsoft Teams, Blackboard, SharePoint, and Asana to support content development and project execution.

Education

2007 - 2011

Grand Canyon University | Master’s Degree

Educational Technology

2003 - 2007

Arizona State University | Bachelor's Degree

Secondary Education

Skills
& Expertise

Learning Design Strategy

  • Needs analysis 

  • Learning objectives 

  • Curriculum design 

  • Learning paths 

  • Adult learning 

  • Scenario-based learning 

  • Stakeholder consulting 

  • SME collaboration 

  • Performance-focused design

Authoring & Developing Tools

  • Articulate Storyline 360

  • Vyond 

  • Camtasia 

  • Adobe Creative Cloud 

  • ChatGPT 

  • Canva 

  • Mindsmith 

Platforms & Workflow Tools

  • Microsoft 365 

  • Box 

  • Slack 

  • Asana 

  • Figma 

  • Miro 

Emerging Practice

  • AI-assisted content development 

  • AI-enhanced learning design workflows

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