Experience

Instructional Designer

IBM | East Lansing, MI
June 2016 - Present

  • Gathered, reviewed, and validated customer requirements to write over 40 scripts, storyboards, and detailed design documents for educational technology deliverables within an Agile Development Environment

  • Consulted directly with clients both internal and external to IBM to understand project constraints, scope, development schedules, and make educated recommendations for learning deliverable formats

  • Applied knowledge of current learning models and determined the best instructional strategy using knowledge of adult learning theory to meet customer learning expectations, driving increased engagement with learning deliverables

  • Acquired and understood the client source materials; organized content into meaningful learning chunks; and created design documents as deliverables within the content development process

  • Developed the solutions, working with graphic artists, courseware engineers, and project managers, staying within budget, scope, and time frame

  • Created media, graphic art, audio, and video for educational technology; and edited the final product prior to delivery, reducing time and resources spent on quality assurance revisions

Digital Customer Experience Specialist

Consumers Energy | Jackson, MI
May 2015 - May 2016

  • Conducted user acceptance tests to find and report bugs to developers using Microsoft Visual Studio Online

  • Analyzed customer survey results from Qualtrics and Usabilla to calculate monthly customer experience index (CXi) scores

  • Built over 47 webpages and added content to the new consumersenergy.com using Sitecore, meeting the project deadline on time

  • Made custom HTML changes to consumersenergy.com using Sitecore

  • Organized feedback from front and back end surveys to produce monthly CXi data reports to track customer satisfaction with consumersenergy.com

  • Digitized over 600 enrollment forms for new Green Generation Customers using Microsoft Excel

Web Content Developer

Moosejaw Mountaineering | Madison Heights, MI
May 2014 - August 2014

  • Wrote original content copy for moosejaw.com key styles including Patagonia, Arc’teryx, The North Face, and Marmot

  • Integrated data within Retail Backbone, incorporating copy and HTML coding for product specifications and descriptions

  • Conducted content audits to identify existing product description features for accuracy

  • Built 12 HTML size guides for the various clothing and footwear brands on website to reduce number of customer returns and exchanges

  • Maintained product content on the website while working closely with vendors to publish content in a timely manner

  • Added keyword data for product comparison tool and search result filtering features

  • Analyzed product pages to find and execute areas for improvement

  • Audited and updated warranty information for top-selling brands

Sales Advisor

Elite Marketing Interactions | Adrian, MI
April 2013 - May 2015

  • Prepared and presented product samples to guests with enthusiasm and professionalism

  • Communicated effectively with other employees and customers in a fast-paced environment

  • Demonstrated innovative problem solving skills during unexpected complications to deliver solutions

  • Resolved order and inventory problems by investigating product history

  • Identified alternate means for filling inventory; notifying managers and customers

  • Worked special events and holidays during high volume events to deliver highest customer satisfaction

Clerk

Fabricare  | Tecumseh, MI
August 2008 - July 2012

  • Demonstrated outstanding customer service skills

  • Trained and managed part-time staff of seven, communicating job expectations and performances effectively

  • Evaluated new hire performance to ensure job objectives were being met, passing critical employee performance information on to management

  • Built and maintained positive relationships with patrons to increase sales and customer satisfaction

Education

Michigan State University

B.A. Professional Writing | May 2016

  • Concentrations in Digital & Technical Writing and User Experience Architecture

  • Graduated with Highest Honors (top 10% of graduating class)

Tools

Web Design: Photoshop, Illustrator, InDesign, HTML, CSS, PHP, and JavaScript
Content Management Systems: WordPress, Retail Backbone, Squarespace, and Sitecore
Web Surveying Platforms: Qualtrics and Usabilla
Web Performance Monitoring: Google Analytics
Certified Design Thinking Practitioner

Skills

Web Design
Content Management
Design Thinking
User Research
Document Design
Technical Writing