Resume
Training Experience
Senior Instructional Designer
Modern Training & Development
April 2020 to October 2025
Remote
Built an interactive mobile learning program where learners practiced real tasks with immediate feedback before instructor-led sessions. Winner, Brandon Hall Award for Best Use of Mobile Learning.
Designed 1,000+ interactive eLearning modules, video assets, and digital job aids for 60+ client organizations, reaching more than 500,000 learners, in Articulate Storyline, Rise 360, Camtasia, Opus, Illustrator, and Adobe Express.
Instructional Designer
Contract
October 2019 to March 2020
Remote
Designed new-hire onboarding and compliance training for a health and wellness start-up, built in Articulate Storyline.
Administered the Learning Management System (LMS) and directed the build of an annual performance appraisal process.
Learning Experience Designer III
DISH Network
April 2016 to September 2019
Englewood, CO
Designed the Leadership Immersion and Foundation Training (LIFT), a self-guided development program for Customer Acquisition and Retention managers, credited with improving the enterprise save rate 6.2% and close rate 7.7% (roughly $232M annually). Winner, Brandon Hall Award.
Designed multimedia training for 5,000+ selling locations using ADDIE and SAM, including job aids, instructor-led courses, webinars, and game-based simulations.
Contact Center Training Manager
DISH Network
October 2012 to May 2016
Littleton, CO
Designed a four-week new-hire training program for an inbound sales support contact center; increased employee retention 47%.
Served as manager on duty for the inbound retailer support contact center, handling escalated calls, payment disputes, and software troubleshooting while coaching agents on call quality and performance.
New Hire Trainer & Analyst
DISH Network
September 2009 to September 2012
Englewood, CO
Facilitated new-hire training for DISH's inbound retailer support call center, onboarding new agents on products, systems, and call handling.
Resolved escalated customer calls for satellite TV retailers, including payment disputes, billing issues, and account and order management, and troubleshot software problems in a fast-paced, high-expectation support environment.