Alexis Merchant
Sharon
Summary
Dynamic Learning and Development Specialist with a proven track record, skilled in instructional design and e-learning development using Articulate Storyline. Adept at assessing training needs and fostering collaboration across departments, I drive impactful learning programs that enhance employee performance and engagement. Committed to continuous improvement and stakeholder satisfaction.
Overview
9
9
years of professional experience
Work History
Learning and Development Specialist
Tekion
Sharon
09.2021 - 04.2025
- Create hands-on training using Articulate Storyline.
- Create storyboards for training.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Assessed needs for internal learners and external dealer partners.
- Assessed needs for dealer partners.
- Developed and facilitated learning programs to ensure the professional development of employees.
- Identified gaps in existing curriculum materials or processes and developed solutions accordingly.
- Explained goals and expectations required of trainees.
- Advised management on effective ways to use technology for delivering educational content.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Assisted in creating a culture of continuous learning by providing guidance on best practices in adult education principles.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Analyzed feedback from participants in learning sessions to improve future offerings.
Finance Customer Support Specialist
Autosoftinc
West Middlesex
08.2019 - 09.2021
- Participated in team meetings to discuss strategies for improving customer experience.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Evaluated software or hardware to recommend improvements or upgrades.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained positive working relationship with fellow staff and management.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Applied consultative approach to collect information on customer service, account and technical concerns.
Service Advisor
Montrose Autogroup
Hermitage
01.2019 - 08.2019
- Provided top quality control and eliminated downtime to maximize revenue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Oversaw warranty counseling process to manage expense controls.
- Promoted available products and services to customers during service, account management and order calls.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Greeted customers and addressed their needs in a professional manner.
- Maintained records of customer interactions and transactions.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Resolved customer complaints in an efficient and courteous manner.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Supported sales team members to drive growth and development.
Rental Manager
Montrose Autogroup
Hermitage
10.2016 - 01.2019
- Explained policies and reviewed documentation to obtain signatures.
- Researched industry trends related to rental prices in order to determine optimal pricing strategies.
- Oversaw maintenance, appearance and performance of company vehicles.
- Employed sales techniques to boost sales and services.
- Managed day-to-day activities involving customers, subcontractors and service advisors.
- Prepared sales contracts, researched customer needs, and promoted various products and services.
- Coordinated move-in, move-out processes with new inventory ensuring proper documentation was completed.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
Education
Bachelor of Arts - Telecommunications
Youngstown State University
Youngstown, OH12-2017
Skills
- Instructional design
- Learning assessments
- E-learning design and development
- Articulate Storyline
- Curriculum development
- Employee training
- Project management
- Stakeholder engagement
- Collaboration skills
- Office applications
References
References available upon request.
Timeline
Learning and Development Specialist
Tekion
09.2021 - 04.2025
Finance Customer Support Specialist
Autosoftinc
08.2019 - 09.2021
Service Advisor
Montrose Autogroup
01.2019 - 08.2019
Rental Manager
Montrose Autogroup
10.2016 - 01.2019
Bachelor of Arts - Telecommunications
Youngstown State University
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