Laurie Osborn

							                                       Laurie Osborn
                                      Instructional Designer
                           88 Greenwich Street • New York, NY 10006 • 646.467.1389
                       9950 South Ocean Drive • Jensen Beach, FL 34957 • 772.318.4250
                         laurieosborn@adelphia.net • www.laurieosborndesign.com




CAREER SUMMARY
Freelance instructional designer with ten years of experience designing and developing engaging,
interactive web-based, blended learning, instructor-led, and self-paced training solutions for clients
in a variety of industries including: customer service, retail sales, pharmaceutical, manufacturing,
medical, insurance, finance, software, and others

CORE COMPETENCIES
•   Conducting comprehensive needs assessments to align training with organizational goals
•   Complete end-to-end design and development of web-based, self-paced, instructor-led, and
    blended learning solutions
•   Designing and developing soft skills, software, sales, and technical training
•   Converting instructor-led training to web-based training
•   Developing detailed design strategy documents, instructional design standards, and style guides
•   Designing seminars and workshops including development of instructor guides, participant
    guides, job aids, and PowerPoint presentations
•   Creating still graphics, Flash animations, and software simulations
•   Writing realistic, scenario-based assessment questions
•   Writing and editing audio scripts for web-based training courses and educational videos
•   Designing role plays, activities, and simulations
•   Coaching, mentoring, and peer review for instructional designers
•   Assessing SCORM/AICC compliance
•   Project management

CONSULTING RELATIONSHIPS:
•   Jones International University Centennial, CO: September 2007- Present
•   Knowledge Advantage, Inc. West Hartford, CT: September 2004 - Present
•   ePath Learning, Inc., New London, CT: December 2003 – Present
•   TAC Worldwide Contract Services, Boston, MA: November 2000 – January 2007
•   SkillSoft Corporation/BP-Tech, East Berlin, CT: October 2000 – January 2006

CAREER HIGHLIGHTS
•   Designed and developed a web-based on-boarding course for Medco that reduced delivery
    time for their new hire orientation program by two days.
•   Converted an instructor-led on-boarding program to web-based training for Pharmacia saving
    the organization time and money.
•   Designed and developed a new hire orientation program for Verizon that included detailed
    information about selecting insurance plans, retirement savings options, and other employee
    benefits that improved the efficiency of the benefits enrollment process for new hires.
•   Designed and developed a web-based new hire orientation program for The Vitamin Shoppe
    that provided new hires with information about the company, the corporate culture, and basic
    performance expectations.
•   Designed and developed a 45-hour blended learning sales training curriculum for customer
    service representatives handling calls for Circuit City. This course included extensive product,
    sales, and software training.

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•   Designed and developed a 60-hour blended learning curriculum (web-based training and
    virtual classroom) for reservations agents at Virgin America. This course included extensive
    software training.
•   Designed and developed a comprehensive 45-hour blended learning sales training curriculum
    for customer service representatives at Apple responsible for selling iPods and related
    accessories over the phone. This course included marketing and product information as well as
    software training.
•   Designed and developed a 30-hour blended learning curriculum to train customer service
    representatives at Peoples Energy, the gas company for Chicago, to establish gas service for
    new customers and disconnect service for customers moving outside the service area.
•   Designed and developed a 2-hour web-based course on ethics and compliance for ING
    Asia/Pacific that was translated into five languages and delivered around the world.
•   Designed two 3-hour web-based courses for retail employees at CVS Pharmacy on preventing
    workplace harassment and ADA compliance.
•   Served as senior content writer for SkillSoft on18 3-hour web-based training courses covering a
    variety of soft skills topics including performance management, telephone etiquette, business
    execution, effective meeting planning, interviewing techniques, effective sales skills, and more.
•   Designed more than 100 hours of instructor-led training for claims processors and customer
    service representatives at CIGNA HealthCare. Topics included soft skills, HIPAA, and training to
    support modifications to CIGNA’s claims processing software and systems.
•   Instructional designer and author for “Who Me? An ID?” a course that introduces the principles
    of instructional design to subject-matter experts responsible for training development in their
    organizations.



EDUCATION
Eastern Connecticut State University: Bachelor’s Degree (1995) Major: Education and Psychology
with special emphasis on adult learning theory

SOFTWARE
Adobe: Acrobat, Breeze, Captivate, Dreamweaver, Flash, Fireworks, and Photoshop
Microsoft Office: Excel, PowerPoint, Publisher, Word
Articulate, Blackboard, Camtasia, Centra, Citrix, ePath Learning’s BuildKit, HTML, Illustrator, Intiva,
Leap, Lectora, RoboHelp, SkillSoft Course Development Tool




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