Résumé

 SKILLS

Learning & Development: Accessibility Knowledge & Principles, Assessment and Evaluation Methods, Adult Learning Theories, Instructional Design Models (ADDIE, SAM, Design Thinking), Scriptwriting, Technical Writing, Multimedia Design and Development, eLearning design, Instructor-led Training, Blended Learning, Mobile Learning, Learning Assessments, Content Curation, Training Delivery Transformation

Project Management: Project Management, Jira Project Management, Time Management and Prioritization, Resource Allocation, Stakeholder Communication, End-to-End Project Lifecycles

Technology: Adobe Creative Suite (Acrobat, Illustrator, Photoshop, InDesign), Articulate 360 (Rise, Storyline), Audacity, Camtasia, Canva, Docebo (LMS), Google Suite, Microsoft 365 (Word, Excel, Teams), PowerPoint, Snagit, Vyond, VideoScribe, Zoom

Core Competencies: Collaboration and Teamwork, Problem Solving and Critical Thinking, Creativity and Innovation, Design Critique, Flexibility and Adaptability, Business Process Management 

WORK EXPERIENCE 

CAPITAL ONE

Retail Bank (2017 - Present) Instructional Designer/Learning Experience Designer

• Designed and piloted an AI-integrated performance support tool to deliver real-time guidance and coaching, demonstrating the integration of new technology to drive user proficiency and leading to a full-scale launch plan to 100+ associates.

• Led and executed large-scale design projects, consistently delivering solutions that exceeded stakeholder expectations and achieved measurable business objectives, demonstrating the ability to manage multiple projects simultaneously using various systems.

• Strategically partnered with subject-matter experts (SMEs) to analyze learning needs and recommend optimal learning formats for a recent eLearning initiative serving over 1,200 associates, resulting in 84% of learners reporting that they "gained new and valuable information from this experience.”

• Designed, developed, and maintained highly interactive learning solutions from raw content, transforming complex information into engaging experiences, utilizing learning design technologies to produce concise, clear, and interactive instructional materials for web-based and instructor-led training. 

• Contributed 15% of the team's learning design output, significantly exceeding the average contribution of 3% for a 34-person instructional design team.

• Designed and launched a four-part business writing adult learning series that contributed to a 15% reduction in core competencies errors within 6 months.

• Elevated the quality of training and process resources by providing constructive feedback to a team of 30 learning design professionals on grammar, readability, branding, design, and accessibility compliance, guiding and executing visual strategy for training products in alignment with company brand guidelines.

• Drove continuous learning improvement by monitoring course effectiveness, analyzing performance gaps, and delivering targeted solutions that boost learner outcomes, supporting the monitoring and evaluation of learning using surveys and other feedback mechanisms.

• Managed end-to-end learning project lifecycles for 50+ lines of business, including planning, resource allocation, stakeholder communication, and delivery to meet defined objectives and timelines, effectively managing time and workload in a fast-paced environment.

• Leveraged eLearning metrics and performance data to conduct an audit of high-volume compliance training, eliminating redundant content and reducing total training time by 105 minutes, creating a scalable efficiency gain for the business.

• Developed and maintained more than 20 critical departmental Standard Operating Procedures (SOPs), ensuring consistent operations and improved team efficiency.

• Curated and developed impactful monthly content for line of business newsletters, reaching a monthly audience of 366 with an average open rate of 87%, thereby enhancing communication and knowledge sharing across the organization.

• Led the Instructional Design Community of Practice (CoP) as a key leadership team member, managing, developing, and facilitating engaging learning events, workshops, and professional development training for over 300 enterprise-wide members, promoting a positive corporate culture.

• Designed and launched an independent learning channel focused on gamified learning topics, achieving rapid growth to 1,200+ views and 24.7 watch hours within the first month by executing a successful microlearning content strategy.

CAPITAL ONE

US Card (2009 - 2017) Learning Experience Designer

• Transformed training delivery from traditional classroom formats to a fully web-based learning platform, resulting in streamlined delivery and enhanced data-driven analysis of program effectiveness.

• Designed and developed innovative eLearning solutions specifically tailored for the 15,000+ agents within the US Card customer service training network, providing multiple methods of learning.

• Drove modernization of learning materials by continuously integrating cutting-edge industry practices and technologies, establishing the "Shana-izing" standard for radically improved and engaging content, demonstrating awareness of the latest learning trends, theories, and frameworks.

• Elevated organizational design capabilities through the successful leadership of engaging workshops and facilitation of insightful webinars, broadcasting critical design knowledge and fostering skill development department-wide.

CAPITAL ONE

US Card (2005-2009) Quality Assurance

• Identified process improvements on systems and policies for the company's associate servicing platform and help system. 

• Collaborated with vendor suppliers to identify and resolve quality issues, resulting in +20 front-line associate procedure improvements in 2008. 

• Coached and developed offshore suppliers on systems and policies to prevent regulatory errors. 

• Developed and maintained quality documentation, ensuring compliance with company standards and federal regulations.

EDUCATION

Bachelor of Science (BS): Business and Leadership 

• University of Mary Washington, Fredericksburg, VA

Associate of Science (AS)

• Northern Virginia Community College, Annandale, VA

PROFESSIONAL DEVELOPMENT 

How To Design for Accessibility: for UX Designers (WCAG 2.2) | Udemy. 2025

Adult Learning Certificate | Association of Talent Development. 2022

Business Process Management (BPM) Certification | Capital One - Enterprise Process Excellence. 2008