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Work Background
American ExpressSenior Project Analyst / Instructional Designer
Jan. 2023Phoenix, Arizona, United StatesManage projects related to the development and management of learning content. Skilled in scoping, planning, execution, and evaluation of projects related to learning content development and management. Collaborates effectively with cross-functional teams, including content creators, subject matter experts, product managers, and developers, to ensure that learning content is up-to-date, accurate, and engaging for American Express colleagues. Conduct needs assessments to identify gaps in existing learning content and develops recommendations for new content development. Manages the learning content development process, including reviewing and editing content, coordinating with subject matter experts, and ensuring that content meets quality standards. Utilize data and analytics to evaluate the effectiveness of learning content and make recommendations for improvements. Stays up-to-date with industry trends and best practices in learning and development content management to ensure that American Express learning content is cutting-edge and effective.
Excellent communication and analytical skills, with the ability to communicate complex information to both technical and non-technical audiences. Skilled in using learning management systems and authoring tools to develop and manage learning content.
American ExpressProject Analyst
Feb. 2021 - Apr. 2023Phoenix, Arizona, United States• Serve as Program Manager for Global Field Enablement’s learning and development reinforcement platform
• Provide support and/or lead core content development.
• Assist in post-launch analysis for team’s core projects, build reports for team’s senior leadership team, and socialize such reports across GFE
• Create Field facing communications for core team projects and initiatives
• Coordinate with international teams on launch of team initiatives to the Field
• Partner with 3rd party account vendors for multiple initiatives as it relates to co-owned programs
American ExpressColleague Communications & Engagement Specialist
Jun. 2017 - Feb. 2021Phoenix, Arizona Area• Manage Global Colleague recognition program.
• Manage Phoenix/Mexico Colleague engagement budget.
• Create and manage Internal Colleague Webesite
• Create visual design strategy for department wide initiatives and communications.
• Ensure all projects and initiatives are executed on-time, within scope and within budget.
• Responsible for capturing/editing high quality photographs and videos during events.
• Responsible Phoenix/Mexico Colleague Engagement Strategy and execution of events.
• Design visual assets and templates for Global Communication and Video Strategy.
• Develop an effective strategy for all Colleague engagement initiatives and incentives.
• Develop an overall video brand messaging strategy and oversee all technical aspects of recording and editing.
• Manage all town hall details such as decor, catering, location, invitee list, deck presentation, equipment, promotional material etc.
American ExpressInterim Communications & Colleague Engagement Specialist
Dec. 2015 - Jun. 2017Phoenix, Arizona Area• Managed employee engagement budget.
• Developed visual design and colleague engagement strategy.
• Restructured communications strategy achieve a successful response rate.
• Created and facilitated colleague engagement activities focused on quarterly incentives.
• Ensured all employee activities and initiatives were executed on-time, within scope and within budget.
American ExpressClient Manager Help Desk Liasion
Jul. 2015 - Dec. 2015Phoenix, Arizona AreaInbound phone support addressing Client Manager questions and concerns regarding various topics, including account updates, reporting, financial reconciliation, online accounting
American ExpressExternal Sales Support Unit Customer Service Representative
Feb. 2014 - Jul. 2015Phoenix, Arizona Area• Inbound phone and email support responding to external partners participating in the OptBlue Program.
• Identified new trends in phone call types or email concerns.
American ExpressSmall Merchant Customer Service Representative
Mar. 2012 - Feb. 2014Phoenix, Arizona Area• Inbound phone support addressing merchant questions and concerns regarding various topics, including: account updates, reporting,financial reconciliation, online accounting.
Chase PaymentechTechnical Help Desk Associate
Jan. 2010 - Jan. 2012Tempe, AZ
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