Microsoft Office
Sarahi Gutierrez Hernandez
Instructional Designer
Guadalajara
Summary
Resourceful and innovative Instructional Designer with over 2 years of experience in e-learning and curriculum development for wide variety of cultural and professional backgrounds. Offering insightful analysis of content and design to create value-added learning programs that achieve desired business outcomes. Strong communication and interpersonal skills to build relationships with stakeholders and assess learning needs.
Overview
5
5
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Learning Solutions Client Developer
Teleperformance
07.2022 - Current
- In charge of creating tailored-made training content based on internal processes, Design thinking, blooms taxonomy, 4MAT, ADDIE to assure all projects reach positive KPI impacts.
- By following research methodologies, I translate the end-user needs into a full learning solution
- Document entire projects through Assessment Book, implement, run pilots, provide results, and follow up until handing off project to the required internal area, or external with client.
- Applied adult learning techniques to ensure optimal engagement levels among diverse groups of learners.
- Improved learner retention rates by developing innovative instructional strategies and assessment methods.
- Train local trainers (train-the-trainer) to effectively use the developed solutions.
- Learning Management System experience with Sabacloud.
- Conduct ROI analysis post-project completion to justify investment made by the internal team or external client, ensuring effectiveness and value of the training solutions provided
Bilingual Trainer
Teleperformance
06.2020 - 07.2022
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Developed effective training plans based on department needs and objectives.
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
- Lead a team of customer service representatives in order to achieve clients KPI's and have an outstanding performance
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Trained and mentored over 200 new personnel hired to fulfill customer service representatives.
Customer Service Representative
Teleperformance
07.2019 - 06.2020
- Reached client's expectations through an outstanding performance as an agent
- Mentor for new agents & low performers.
- Handled customer inquiries and suggestions courteously and professionally.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
International Business - Economics
UNIVA
Guadalajara, Jalisco, Mexico 05.2001 -
High School Diploma -
UNIVA
Guadalajara, Jalisco, Mexico 05.2001 -
Skills
- Strong Written & Verbal Communication
- Active Listening
- Problem-solving abilities
- Curriculum Creation & Implementation
- Adaptive Learning
- Instructional Strategies
- Learning Theory
- Training Program Development
- Storyboarding & Scripts for elearnings/interactive modules
- SCORM Usage
- AI Coach
Software
Learning Management System
Certification
Lean SIX Sigma White Belt
Timeline
Zenerate - AI Coach
04-2024
Emerging Technologies by Santander
03-2024
Learning Solutions Client Developer
Teleperformance
07.2022 - Current
Lean SIX Sigma White Belt
01-2022
Trainex
02-2021
Bilingual Trainer
Teleperformance
06.2020 - 07.2022
BestT&D
02-2020
Customer Service Representative
Teleperformance
07.2019 - 06.2020
International Business - Economics
UNIVA
05.2001 -
High School Diploma -
UNIVA
05.2001 -
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