Tanner Ross

Emphasis in Cognitive Studies

Honors Fellow

Serves as a Learning and Leadership consultant during engagements with clients that are implementing workforce transformation initiatives.

Regularly utilizes formal instructional design methodology to design and deliver on training content. Played an integral role in the redesign efforts of new hire onboarding for the NationalContact Center sites.  Conducted a full restructure and development of formal training content for a Canadian based subsidiary program.

Delivered training for new hire and developing associates in a growing contact center of 300+ 
customer experience team members. Consulted with business partners in an effort to develop more applicable standard work instructions. Responsible for traveling to other national contact center sites to aid in facilitating the rollout of new training programs. Aided in the development of coursework and assessment materials. Redesigned, developed and implemented a standardized New Hire Academy program. 

Managed the training for a sales force of over 600+ associates, including entry level to second level managers. Designed, developed and implemented a localized new hire onboarding program to be facilitated in collaboration with nationally developed content. The newly implemented training program received a positive increase in the participant feedback average to 4.2 out of a 5 point scale.

Managed the training for 100+ customer experience agents. Designed, developed and implemented the first-ever training program for the customer experience and customer service departments using ADDIE based instructional design methodology. Using Adobe Captivate and Adobe Creative Cloud applications, official eLearning content was developed and managed in the local learning management system, offering continuous learning opportunities for customer experience associates.

Developed and delivered the first formal Instructor-Led Training course for the department resulting in increased engagement and performance during training. Created and implemented end-to-end standard operating procedures for the property and casualty teams in the statistical processing department. Collaborated with Quality Analysts to develop coaching plans for associates resulting in increased quality scores as a department by 7%. Aided in managing a team of twenty-six associates resulting in increased engagement scores for the team 

Completed in December of 2018, the ATD Master Instructional Designer Certification provides hands-on practice evaluating real life scenarios while applying fundamental instructional design skills.  Completion of the program is assessment based accompanied with a capstone project.

This project included collaborating with IT business partners to find a electronic solution to training reports in the Statistical Processing Department.  These reports were being printed daily, in four different units, at over one hundred pages per report.  The electronic reporting solution created pdf versions of these reports generated through AS400 and saved the department over $2,000.00 annually in material expenses.

The certification program included coursework related to adult psychology, adult learning concepts, training delivery principles and instructional design methodology.