About Me

Experience

Instructional Designer

Priority Technology Holdings |  September 2022 - September 2025

• I worked on the Learning and Development team to plan, design, and publish learning materials that met employees' and customers' needs, supporting a regulated fintech environment. This role included:

  • Building role-based eLearning, simulations, and software walkthroughs, including 16 interactive simulated learning environments and branching scenarios that let learners practice authentic workflows risk-free with immediate feedback, for 10,000+ product users and 1,000+ employees, contributing to a 32% average performance improvement.

  • Combining AI-enabled workflows (Claude, ChatGPT, Power Automate) with course templates and design frameworks I developed in-house, cutting content development time by about 1 week per project. I verified all AI-drafted content with SMEs and stakeholders during storyboarding, before development began.

  • Using Power Automate to process technical documents into course outlines and storyboards and to organize LMS data in Excel for KPI analysis, connecting learning results to business metrics.

  • Leading an initiative that brought 100% of a ~200-course and asset catalog into WCAG and Section 508 compliance, keeping the catalog accurate as products and processes changed.

  • Designing role-based onboarding pathways that translated complex fintech products, operational workflows, and compliance requirements into plain-language training and brought new hires to full role competency within 60–90 days, depending on role complexity.

  • Helping develop certification programs for onboarding and promotions end to end, writing assessments and building item banks aligned to real job performance. 100% of learners up for promotion who took the course received their promotion and performed well in subsequent employee reviews.

  • Analyzing tasks, audiences, and workflows with SMEs and stakeholders across Product, Customer Success, Operations, and HR on 3–4 concurrent projects, using SAM and ADDIE and verifying all content before development began. I later helped establish a requirement that all content be approved before development starts.

  • Writing measurable learning objectives using Bloom's Taxonomy and backward design, then building assessments and learning activities to match.

  • Creating facilitator guides and workbooks for instructor-led training and workshops, and planning and leading a series of 4 live facilitation sessions on mentorship, crucial conversations, and effective communication, with 50–75 attendees per session. I also co-presented at TechLearn 2024 to about 45 attendees (4.2 rating).

  • Designing customer-facing learning, including AR-based visual guides for point-of-sale systems used by both customers and internal call center reps, and eLearning for 10,000+ product users.

  • Planning and developing self-paced response etiquette training for call center representatives (3 pathways of 4 modules each: chat, phone, and email), and helping craft live facilitation with corporate trainers based on those courses.

  • Creating sales training for Priority's sales team, drawing on B2B sales cycles and buyer personas, and designing scenario-based roleplay activities in Adobe Captivate and Storyline so learners could practice realistic situations and receive feedback.

  • Recommending a quick-reference job aid plus a microlearning course instead of the full eLearning-plus-ILT course two stakeholders requested, because learners had little time for live sessions, improving product knowledge and reducing call hold times.

  • Designing microlearning and self-paced eLearning for phones and tablets as well as computers, because not all employees were issued laptops.

  • Producing video and microlearning content using Vyond, Camtasia, Snagit, Synthesia, and MurfAI, with scripts and outlines written through AI-enabled workflows, delivering AI-assisted assets in 3 business days or less.

  • Analyzing performance gaps by examining environmental factors (information, tools, incentives) and individual factors (knowledge, capacity, motivation), applying the principles of Gilbert's Behavior Engineering Model, to decide whether training was the right solution.

  • Evaluating learner feedback, assessment results, course evaluations, LMS adoption data, and Kirkpatrick Levels 1–4 metrics to measure learning effectiveness and recommend design improvements.

  • Administering Adobe Learning Manager: packaging and publishing SCORM courses, managing versioning and reporting, and setting up enrollment rules by department and role level so learners were assigned pathways that fit their roles.

  • Auditing pre-made compliance and anti-money-laundering courses and designing personalized assessments that contextualized the content to situations Priority actually faced.

  • Developing standard operating procedures (SOPs) and using process mapping to document operational workflows.

  • Partnering with Engineering, Marketing, Account & Partner Management, Product, Customer Success, Operations, and HR to learn products and shape training for customer-facing teams.

  • Working with external software vendors (Adobe, Asana, ClickUp) to troubleshoot problems and evaluate potential tools, and giving feedback and approvals to part-time instructional design contractors on my team.

  • Onboarding associate instructional designers and contractors to Priority's processes and informally mentoring them throughout my tenure, alongside my own project work.

Volunteer Instructional Designer

Agape Animal Rescue |  June 2022 - February 2023

• I worked with a team of volunteers to develop training for new foster families. My primary tasks included:

  • Interviewing SMEs to gather relevant information.

  • Storyboarding courses to showcase simplified content from SMEs and basic functionality within each module.

  • Developing course modules in Articulate Storyline and refining them based on feedback from stakeholders and SMEs.

Lead Software Trainer & English Language Instructor

Fulton County Schools | July 2018 - June 2022

• Along with facilitating highly supportive English as a Second Language classes for middle school-aged English Language Learners, some highlights from this role include:

  • Designing blended learning, microlearning, eLearning modules, instructor-led training, and job aids for 200+ multilingual learners, including a 6-module curriculum built with SMEs, increasing learner performance by 60%.

  • Using Bloom's Taxonomy and backward design to write measurable learning objectives and build lessons and assessments around them, and applying Universal Design for Learning principles to teach learners with diverse backgrounds and skill levels, achieving a 97% learner satisfaction rate.

  • Partnering with educators, administrators, and technology teams to design and roll out 3 large-scale software training programs across ~30 classrooms (two-thirds of the school), driving adoption and supporting performance.

  • Using an iterative design model to digitize and maintain 4 blended learning courses.

  • Creating and selling over 2,500 units of micro-lessons and game-based learning content in an online storefront.

  • Writing and using formative and summative assessments to measure learner progress, and leading performance-review meetings every 3 weeks to refine lesson plans, materials, and delivery.

  • As Professional Learning Community (PLC) Leader, facilitating weekly curriculum alignment meetings with 5 instructors, mining assessment data to drive curriculum changes and adaptations, and advising on learning retention, resources, and assessment scores.

  • As a volunteer member of the Vanguard Technology Mentoring Team, supporting 100+ instructors with innovative classroom technology: I surveyed colleagues on their knowledge gaps, designed a training plan, ran weekly sessions (100% satisfaction), and provided classroom observations with actionable feedback.

Technical Skills and Competencies

• Authoring & eLearning Development: Articulate Storyline, Articulate Rise 360, Adobe Captivate, Easy Generator, SCORM Compliance, Twine (branching scenarios), HTML/CSS

• Video, Audio & Multimedia: Camtasia, Vyond, Snagit, Synthesia, MurfAI, ElevenLabs, Audacity, DaVinci Resolve

• Graphic Design: Adobe Creative Cloud (Photoshop, Illustrator, Express, Premiere Pro, Audition, After Effects), Canva, Figma

• AI & Workflow Tools: Claude, ChatGPT (prompt writing), Microsoft Copilot, Gemini, Multi-Step AI Workflow Design, Microsoft Power Automate, xAPI (hands-on experimentation)

• Instructional Design Models & Evaluation: ADDIE, SAM, Agile, Action Mapping, Backward Design, Bloom's Taxonomy, Universal Design for Learning, Gilbert's Behavior Engineering Model, Gamification, Scenario-Based Learning, Needs Assessment, Kirkpatrick Evaluation (Levels 1–4)

• Accessibility: WCAG and Section 508 Accessibility Standards

• LMS & Facilitation: Adobe Learning Manager (LMS Administration), Zoom, Microsoft Teams, Google Meet, Facilitator Guide Development

• Collaboration & Productivity: Google Workspace, Microsoft Office (PowerPoint, Excel), SharePoint, Confluence, Slack, Notion, ClickUp, Asana, Jira (user)

Education and Certifications

Gamification Journeyman (Level 2)

Sententia Gamification | March 2025

• This certification shows I am proficient in developing gamified learning courses and training that considers all learners and their needs.

• Pre-requisite: Gamification Surveyor (Level 1) certification (attained September 2023)

Certified Payments Professional

Electronic Transactions Association | June 2024

• This certification demonstrates a strong understanding of payments and payment-processing procedures used in the financial services and technology industries.

Educational Specialists Degree in Instructional Technology, Media, and Design

University of West Georgia | July 2023

• The Ed.S. is a graduate degree between a master's and a doctorate. Coursework covered innovations in instructional technology, visual design, leadership techniques, and web design, with a focus on agile design models like ADDIE and SAM and adult learning methodologies. Explore my final portfolio here.

IDOL Courses Academy

Instructional Design Trade School | August 2022

• Training in eLearning development tools, adult learning theories, and visual design methods.

Master of Arts in Teaching English to Speakers of Other Languages

Georgia State University | August 2019

• Learned the fundamentals of designing and conducting culturally responsive English language training for immigrants and non-native English speakers.

Bachelor's Degree in Integrative Studies: Theatre and Korean

Kennesaw State University | December 2017

• Designed and implemented a course map for my own individualized major with the help of an advisor, combining essential topics from the Theatre and Performance Studies and Korean Language departments.