Suzie Rose, MA

Work Experience

 

Charles Schwab 

Senior Instructional Design Manager

November 2015 - Current

• Acted as a change agent by proactively organizing, leading, and managing an effort to source a new eLearning development tool for the training organization

• Consistently consulted with business organizations to make recommendations about strategic training solutions

• Created a blended new hire program, where none previously existed, which included asynchronous self-study, eLearning, virtual led training sessions, peer mentoring, and manager coaching

Colter Learning Partners, Inc.

Instructional Design Consultant

February 2015 - January 2016

• Sole developer of intensive education program allowing professionals to obtain national accreditation; deliverables all classroom materials, knowledge assessments, and interactivity

• Managed workflow of nine modules while maintaining excellent relationships with business owner and subject matter experts

• Met learning objectives while engaging adult learners of various backgrounds
   

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Dex Media

Senior Instructional Design Manager

April 2011 - December 2014

• Designed and developed training solutions for product releases, soft skills, selling processes, and general digital knowledge using classroom instructor led, virtual instructor led, and multimedia eLearning delivery methods. This included research, observation, interviews, and working with product managers across the organization.

• Redesigned and performed on-going maintenance of all digital product courses for Initial Sales Training to a complete blended learning approach including virtual training, eLearning, self-paced learning, videos, podcasts and workbooks.

  • This reduced total learning time 50% (20 hours to 10) and assessment results showed a significant increase in participant skill level.

• Lead developer in the Recent College Graduate (RCG) program, a three-phase intensive program designed to mold business professionals and develop emerging leaders over the span of 12 months. This included developing materials for external candidates and all training content specific to post-collegiate professionals including topics such as communication, self-development, and professionalism. 

• Designed and developed three workshops for 1400 marketing consultants and sales managers to reinforce the significance and value of the sales model and how to effectively apply it in a selling environment.

  • Learner feedback indicated an increase in confidence and competence. Sales reports showed a 15% increase for bundled solutions.

• Identified new, innovative, and creative ways to improve content, develop training materials, and facilitate learning.

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Charter Communications 

Curriculum Designer/Developer

October 2008 - April 2011 

• Designed, developed, managed, and maintained all course materials for a four-week new hire sales curriculum which included content on sales, communication skills, troubleshooting, product knowledge, and three billing systems.

• Increased efficiency and streamlined new hire training curriculums by 30% company-wide by implementing instructional design theories and methodologies.

• Created the foundation and framework for the company’s training evaluation model and certified affected staff on the new processes and procedures surrounding it. 

• Streamlined and improved existing lesson plans and agendas for over thirty new hire programs to reduce waste by 33%.

• Implemented process improvement proposals that were adopted as department standards such as a project management template, a needs analysis questionnaire, guidelines for writing assessment questions, etc. 

 

 

Dish Network

Instructional Designer/Developer II   

June 2006 - October 2008

• Prioritized and managed multiple projects including designing, developing, and maintaining existing courseware.

• Designed, developed, and reviewed instructor led and web-based training courses based upon the A.D.D.I.E. model, Bloom’s Taxonomy, and Gagne’s Events of Instruction.

• Received an Innovation and Process Improvement award for bringing solutions to the leadership staff.

 

 

Dish Network

Expert Trainer for the Executive Resolution Team   

June 2005 – June 2006

• Designed, developed, and reviewed all training material for the team.

• Trained all employees that were promoted to the department.

• Developed material for and facilitated “up-trainings” for approximately 100-200 employees each week.

 

 

Other positions held at Dish Network

Supervisor for the Executive Resolution Team Jan 2005 - June 2005

Supervisor for the DISH Support Team May 2004 - Jan 2005

• Provided mentoring and guidance for direct reports to improve their performance and statistics.

• Managed call volume, schedule commitments, and a­gents’ needs.

 

Executive Resolution Representative March 2004 - May 2004

• Solved highly escalated written correspondence.

 

Human Resources Recruiter January 2004 - March 2004

• Reviewed applicant information and performed interviews for employment consideration.

• Entrusted with confidential information such as applications, W-4s, and I-9s. 

 

Dish Support Representative May 2003 – January 2004

Customer Retention Representative November 2002 - May 2003

• Maintained statistics beyond departmental expectations in areas of productivity, quality, call handle time, and sales.

• Practiced empathy, concern, and understanding towards issues with internal and external customers. 

2010 - present

2010 - present