SHERRY MCKINNIS

Bellevue, Washington 425-882-7300, 206-940-1928 sherry.mc@comcast.net LinkedIn: http://linkedin.com/in/sherrymckinnis

Instructional Design Professional

Demonstrated excellent writing and editing skills as instructional designer/communications consultant for over twenty years (resulted in

successful track record at Microsoft, T-Mobile and Expedia, and promotion to senior writer/editor of training at Verizon Wireless).

Curricula Design & Rebuild Instructor-led Training and eLearning ADDIE Model and Train-the-trainer Training Reinforcement Activity-based Training Solutions Training Assessments and Surveys

Professional Experience

Microsoft, Issaquah, WA — Instructional Designer (Microsoft Partner Network) July 14 – Aug 29 (brief assignment)

Developed blended learning for the global Microsoft Partner Network (MPN) – using Articulate Storyline and instructor-led activities.

Achieved above 85% satisfaction rating by creating interactive, blended learning course for global agents on MPN cloud updates.

Helped global agents to streamline research and call handling by creating five eLearning modules on new “WorkSurface” platform.

T-Mobile, Bellevue, WA — Instructional Designer II, (Sales Operations – Headquarters) March 2014 (brief assignment)

Exceeded expectations by creating sales training (inventive activities, leader’s guide, and train-the-trainer) under an extreme deadline for launch of T-Mobile’s largest, mobile device (Samsung Galaxy S5) for sales associates in 3,100 retail stores, nationwide.

Samsung leadership reported this training as the “best training to date.” T-Mobile adopted this training process for device launches.

Expedia, Bellevue, WA — Instructional Designer, (Lodging Operations – Headquarters) 2012 - 2013 (21 months)

Developed new hire training curricula and training communications for Lodging Operations division. Supported agent training in six,

global call centers on systems, processes, and soft skills. Promoted use of new knowledge base about the latest training news.

Improved agent knowledge of key processes in curricula re-build by introducing briefer sections, more activities, and frequent

knowledge checks; used an engaging writing style to take highly complex content and translated it into effective training.

Applied ADDIE Model to develop and launch key training initiatives (SME interview process, gather and edit content, write

integrated leader’s guide, develop train-the-trainer, write and load questions into online training assessment and survey).

Successfully wrote over 180 News Flash! training articles and job aids on Lodging Ops processes and policies to support

frontline agents and hotel partners, worldwide — resulted in high praise from training managers and subject matter experts.

Wrote timely, cross-functional training awareness BPUs (Business Process Updates) for Market Managers on key initiatives.

Solved training library access issue and replaced outdated training delivery method by creating innovative, agent notification

system (produced 46 weekly e-newsletters with linked training titles/graphic icons to support agent use of new knowledge base).

Proactively looked for process improvements which resulted in execution of training glossary, documented how to modules on

new knowledge base, News Flash! training awareness process, SharePoint training library, and training assessment software.

Verizon Wireless, Bellevue, WA — West Area (formerly AirTouch and US West NewVector Group) 1993 – 2011 (17 years)

Wrote training and employee communications for over 4,400 employees in seven, national call centers in progressive roles.

Consultant/Senior Writer & Editor, iMedia / West Area Communications — supporting Customer Service Operations and

West Area Enterprise Solutions — supporting Corporate, Government, and Small Business Accounts

Earned the reputation as the “go to” person for training and communication by demonstrating excellent writing skills which led to

progressive writing assignments (including ghost writer for senior leaders and employee communications in Public Relations).

Page 2 - Sherry McKinnis — Verizon Wireless (continued)

Promoted vital training news as content editor of Customer Service knowledge base by writing and editing content while

publishing a daily e-Newsletter with 8-12 linked articles/graphic icons; actively ensured Sales articles aligned to CS versions.

Significantly increased usage of critical, web tool (Enterprise Web Interface) by writing one of the first computer-based

trainings which produced 80-100% employee pass rates in the roll-out of training (using new online training assessments).

Achieved business service user compliance by creating a brief, flash video (from concept to directing video) on Account

Verification — promoting the importance of protecting government, corporate, and small business account privacy.

Instructional Designer to Sr. Writer & Editor, West Area Training — supporting Customer Service Operations

Developed end-to-end training curricula which resulted in promotion to senior writer and editor by improving training quality in

all deliverables (proofreading all content; coaching others; establishing style and brand guidelines; and process improvements).

Wrote hundreds of instructor-led training and job aids; creatively introduced employees to new processes, phones, and soft skills.

Created innovative video on “Next Generation” knowledge base by capturing attention and compliance with humor and technology.

Wrote unique Call Handling curriculum for new and existing employees; resulted in improved call handling — adopted nationwide.

Achieved best process improvement vote from trainers by integrating leaders’ guides into the facing pages of participants’ guides.

Helped better manage supervisor call resolution by developing instructor-led training ranked by supervisors as best training.

Applied ADDIE Model; exceeded expectations by providing exemplary, consultative skills and educating SMEs on training options.

Designed and wrote weekly training newsletter for two vice presidents on key initiatives and training reinforcement (continuing

for a total of six years into next role); resulted in acclaim from employees and leaders as well as adoption by Corporate.

Marketing Specialist to Marketing Manager, Marketing (on contract with US West 1993-95; full time beginning in 1995)

Educated frontline employees on customer loyalty by writing and publishing internal “Best Customer” newsletter for two years;

and developed award-winning incentive programs which resulted in more saved customers; won Golden Pyramid Award from

national promotion industry’s annual awards for “Best Internal Promotional Campaign.”

Supported “Best Customer” loyalty programs by applying detail and follow-up skills to the daily operations of customer

fulfillment with ad agency vendors; all programs resulted in the retention of customers which contributed to 2% churn reduction.

Promoted to Marketing Manager supervising internal graphics department; achieved zero defects by managing and proofing

production of all commercial printing (collateral and signage) for retail stores in a 13-state area.

Additional Relevant Experience

Successfully wrote comprehensive Sales Training process, customer collateral, and PR used to promote direct marketing concept

for uniquely bringing together advertisers to target audiences with 80% plus take rates at FreeFone Information Network (Seattle).

Generated $11 million in nine months by executing “up-sell” program to provide Great Northern Insured Annuity customer’s

advance notice about upcoming rate changes on their accounts (Seattle).

Professional Development // Education

Member of ATD (Association for Talent & Development – formerly ASTDps)

Kepner/Tregoe Project Management Training Langevin Instructional Design Training Quality Advantage Writing Advantage

Associate of Arts, School of Design – Portland, OR Context Trainings graduate and volunteer team leader

Technical Skills

Successfully used Articulate Storyline on three completed eLearning projects August 2014 Received training certificates for

online training of Articulate Storyline June, 2014 and Adobe Captivate 8, January, 2015 Currently taking training on Storyline

Advanced skills and refresher training on Photoshop Operating Systems – Windows 7 and 8 Proficient in Microsoft products

(Word, PowerPoint, Excel, Visio, Outlook, OneNote, Lync, SnagIt, and SharePoint 10) Training assessment software (QUIA and

Opinio) AP Style Guide Used Adobe Illustrator and Photoshop 6 to create award-winning logos and edited photos for web sites

Experienced in managing online content for two knowledge base systems (FUZE and InfoManager) over a four year period