training and instructional design – PAULINE CARLSON

The realm of training is where I shine. Working at ServiceHub has offered me so many ways to expand my skill set. As the training department lead, I oversee all facets related to training our clients how to effectively use our proprietary software. ServiceHub is the industry leader in language interpreter dispatching software and is utilized in some of the most renowned hospitals in the United States. My goal is to ensure our clients have a comprehensive knowledge of how to get their interpreters directly to the patient in need as quickly as possible. This means training them on every level of the dispatch software. As an instructional designer, I determine their needs through assessment questionnaires, create outlines of their training needs and layout the best path to lead them to their desired goals. I then create user guides, quick reference guides and videos to enhance their training experience. I deliver customized training sessions and follow-up with managers to guarantee their satisfaction.

Skills

Instructional Designer

responsible for all instructional design implementations of interpreter services software for hospitals nationwide. create, maintain, and update standards and procedures, user manuals, training materials, job aids, and quick reference guides. oversees and delivers onsite and virtual product training sessions to hospital directors and staff. produces matrices for accurate and meaningful reporting of all training deliverables.

Technical Consultant and Trainer

successful history of delivering instructor-led product training, both virtually and onsite. expert trainer in proprietary software as well as off-the-shelf solutions. established technical writer and instructional designer.

Business Systems Specialist

responsible for end-to-end training of new hires to mobile support team and independent contract trainers. communicated effectively and influenced matrixed groups by translating issues and solutions to business partners with varied skills and understanding. observed trends in user questions to identify any possible defects or technical issues and proposed and influenced solutions. analyzed complex business processes and acted as liaison between the business and IT to implement solutions.

Software Expertise

Articulate 360 Storyline

proficient in the creation of impactful learning courses, implementing multimedia elements, developing scenario-based assessments and quizzes, and incorporating creative animations and transitions

Adobe Captivate

transformed complex information into intuitive, responsive courses adaptable to any device. I excel at developing branching scenarios, interactive simulations, and gamified elements that enhance learner engagement and retention. My expertise extends to creating meaningful assessments that reinforce learning objectives. By combining Articulate's powerful features with solid instructional design principles, I deliver high-quality, cost-effective e-learning solutions that align perfectly with organizational goals and learner needs.

Canvas/Blackboard LMS

proficient in both Canvas and Blackboard LMS, I create engaging, user-friendly online learning environments. My dual-system expertise allows me to design courses that leverage the strengths of each platform, ensuring seamless transitions for institutions and learners. I excel at structuring intuitive course layouts, integrating multimedia content, and implementing effective assessment strategies in both systems. My skills extend to customizing learning paths, facilitating student collaboration, and utilizing analytics tools for data-driven improvements. By mastering these leading LMS platforms, I deliver flexible, accessible, and sound online courses that enhance student engagement and achievement across diverse educational settings.

Camtasia 10.0

produced several training and sales videos from design, through development, to production and distribution.

Microsoft Office Suite

power user of all Microsoft Office products with emphasis on Excel and Access databases. authored eight user manuals including Mastering PivotTables and PivotCharts.

Proprietary Software Packages

educated and knowledgeable in various proprietary software packages for large corporations. demonstrated expert product knowledge. experienced in using Ventyx, Utilisphere, SAP, and Core.