Kristen G. Vandenberg Mohr
Learning Experience Design
Guatemala
Summary
Dynamic Learning Experience Designer with a proven track record at TELUS International, enhancing team performance and retention through innovative e-learning modules and immersive technologies. Expert in video editing and fostering teamwork, I've driven the adoption of VR/AR, significantly improving learning outcomes. My collaborative approach and leadership in instructional design have elevated professional development and learner engagement.
Overview
4
4
years of professional experience
Work History
Learning Experience Designer
TELUS International
01.2022 - 06.2024
- Established a culture of collaboration between cross-functional teams, leading to more efficient project execution and higher-quality learning experiences for endusers.
- Supported the professional development of instructional design colleagues by sharing knowledge and expertise in cutting-edge methodologies and tools.
- Implemented comprehensive evaluation frameworks that captured both quantitative and qualitative metrics informing future enhancements to course offerings.
- Drove adoption of virtual and augmented reality technologies to create immersive learning environments, fostering deeper understanding through hands-on experiences.
- Created interactive and engaging e-learning modules incorporating multimedia tools such as videos, quizzes, and simulations
- Collaborated with subject-matter experts to assess training needs and develop customized learning solutions for diverse audiences
- Utilized instructional design principles to design and implement effective training programs that enhanced team member performance and retention rates
- Conducted comprehensive evaluations of learning initiatives, collected feedback, and analyzed data to drive continuous improvement
- Managed stakeholder relationships and oversaw learning management system administration
- Generated reports on active and non-active courses, revamped outdated training materials
- Evaluated program effectiveness and made necessary adjustments, scheduled classes, and handled administrative tasks for seamless operations.
Customer Service Representative
Telus International
01.2020 - 01.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Respond to incoming calls from users seeking assistance with the weight loss app, providing prompt and accurate information.
- Guide users through the app's features, including setting up accounts, tracking progress, and accessing resources.
- Resolve technical issues and troubleshoot problems related to account access, app functionality, and data synchronization.
- Provide empathetic and supportive customer service, addressing user concerns and motivating them to stay on track with their weight loss goals.
- Document and escalate complex issues to the appropriate team for further resolution, ensuring timely follow-up and communication with users.
Education
No Degree - Graphic Design
Rafael Landivar University
Guatemala 05.2001 -
Skills
Video Editing
E-Learning Design
Adaptive Learning
TNA
User Centered Design Thinking
Interactive Prototyping
Microinteractions
Audio Editing
Storyboarding
Learning Management Systems
Assessment Design
Visual Communication
Multimedia production
Blended Learning
Microlearning
Instructional Strategies
Learning Strategies
Training Program Development
Virtual Classroom
Teamwork and Collaboration
Problem-Solving
Leadership Development
Team Collaboration
Timeline
Learning Experience Designer
TELUS International
01.2022 - 06.2024
Customer Service Representative
Telus International
01.2020 - 01.2022
No Degree - Graphic Design
Rafael Landivar University
05.2001 -