Education
2010 - 2014 Appalachian State University, BS in Music Industry Studies
2023 -2024 University of NC Greensboro, MS Instructional Technology and Design
Work Experience
Gilbarco Veeder Root
2022 - Present
Charter Communications
2014 - 2022
Skills
Learning and Development: Articulate 360 Suite, Adult Learning, ILT & Virtual ILT, LMS Reporting,
Technical: Adobe Suite, Microsoft PowerPoint, Excel, Outlook, Publisher, SharePoint, Cisco WebEx Meetings, Audio and Video editing, Troubleshooting Video, Internet and Voice services
As time went on and I became more and more familiar with the content provided to me, I started to recognize gaps or situations where learners were not connecting with the content. So, as all teachers do, I began to pivot and adjust my techniques and even develop additional resources or activities that helped meet the learners where they were. As the years went by, I realized how much I enjoyed developing resources for people to use. This eventually allowed me to discover the field of instructional design.
I started researching and discovering some of the programs and tools commonly used in instructional design roles and enjoyed the work. I developed more advanced tools and resources for the learners in my call center and realized that I wanted to create content full-time. In 2022, I was able to get the opportunity to become an instructional designer with another company, and I decided to make the move. After taking some time and realizing the new role was a good fit. I realized that all of my experience with instructional design has been hands-on, which is generally a good thing, but I did not have a strong understanding as to why certain methods work better than others. I saw the need to get a more formalized education about Instructional Design by enrolling in the Masters program at UNCG. In my two years in this program, I have learned more about the "Why" behind things and become a much more well-rounded instructional designer.
I am looking forward to furthering my career in instructional design by learning more advanced technology and programs that could be used for instructional purposes.
About Me
Growing up, I always had a strong interest in technology and music. Playing the Double Bass and Bass guitar is my main musical focus, but I tend to dabble in other instruments.
My passion for music led me to get my bachelor's in Music from Appalachian State University, with a focus on music industry studies. While I am happy with my bachelor's choice, I am guilty of not fully using it in the career path I found myself on after graduation.
After graduating, I landed a job working for Time Warner Cable as an internet and voice repair representative. My role was to help those having issues with their services and inform them about features or benefits that they were calling to inquire about. My interest and passion for technology helped me immensely in this role, as I always tried to fiddle with things and troubleshoot any issues I encountered.
While working this job, I enjoyed the phone calls where customers would call in and be curious about the available features. I loved sharing my knowledge and passion with those callers; they would tell me how they would use the feature and how it would improve their day-to-day lives. The sharing of knowledge was more than just with customers. There was a constant collaborative learning environment between all of the other representatives. People would pop up from their cubes and ask each other questions about a call they were having trouble with, or if they forgot how to do something in the billing system, they would try and ask their neighbor or even make use of a floor-wide group chat that was available for help. The call center was a robust learning environment that used many different educational methods and modalities.
The longer I worked there, the more of an expert I became, which eventually found me taking on the role of a Lead that would help assist other representatives with more challenging phone calls. In this role, I realized that teaching others was what I wanted to do to further my career. In 2018, I landed the role of a facilitator. I was now in charge of leading and teaching new hires the ins and outs of being an internet and voice repair representative. I enjoyed sharing my passion and best practices to help give individuals the best possible start when taking phone calls.