1. Jessica B. Kyriazis
Senior Instructional Systems Designer
JessicaKyriazis@AOL..com - 571-312-4431
Summary of Qualifications
-Apply Business Analysis and Human Performance Management methodologies and identify gaps between desired and current
business/human performance results.
-Design, develop, implement, and manage Organizational and Human Performance Improvement systems, including enterprise,
departmental, policy, procedural and human (training and non-training) solution systems, which result in tangible metric and
financial improvements and result in closing identified gaps.
-Apply adult learning theory and principles and ISD methodologies to ensure training and development projects effectively meet
the needs of learners and business managers.
-Create communication and marketing materials required to implement new processes, tools, and standards to ensure successful
organizational change and development
-Develop performance analysis, improvement, management, and ISD skills for instructor-led and eLearning of fellow team
members, resulting in increased performance improvement solution quality.
-Communicate and execute all project details in an extremely thorough manner with employees at every organizational level and
global location.
Experience
Serco Inc., Principle Instructional Systems Designer, August 2015-Present
Senior Instructional Systems Designer, October 2010-August 2015
Learning and Human Capital Washington D.C.
• Designed, developed and documented many procedures and policies used by front-line employees processing
Affordable Care Act (ACA) coverage applications for the Centers for Medicare and Medicaid (CMS), resulting in the
high-quality resolution of data matching issues between the application and government agencies records.
• Designed and created fifteen instructor-led and web-based training courses instructing front-line employees how to
process and document the outcomes in five systems for ACA coverage applications. Additionally, conducted train-the-
trainer sessions to teach local trainers how to deliver the instructor-led courses and support implementation of the
procedures and policies, and traveled to application processing centers to support the implementation of training and
procedures and policies with front-line employees for several initiatives.
• Designed multiple communication channels, both system and document-style, to communicate training project and
implementation status.
• Designed and created a seven-course curriculum developing the knowledge and skills of the trainers who instruct the
driver examiners for the Ministry of Transportation in Canada.
• Maintained and enhanced an existing new hire curriculum for the Department of Veterans Affairs’ (VA) Coaching Call
Center. The thirty-three courses ensure staff provides excellent employment and deployment and reintegration support
to Veterans and military service members.
• Completed the front-end analysis and design phases for the VA’s coaching call center new hire curriculum.
Completion of this thirty-two course curriculum will result in attainment of the International Coach Federation’s (ICF)
core competencies, required for ICF credentialing, and the knowledge and skills required to provide employment and
deployment and reintegration services.
• Designed and developed four courses to support the implementation of new policies and procedures and improve
client-facing product creation within the VA Coaching Call Center.
• Partnered in the design, development, and implementation of eighteen instructor-led courses and co-constructed
nineteen supporting job aids providing approximately 250 staff members with the knowledge and skills required to
facilitate a three-day VA sponsored hiring fair in Detroit, Michigan. Acted as training administrator during the Hiring
Fair, supporting the delivery of thirty-three employment readiness classes.
• Designed and developed over thirty web-based and instructor-led courses for the Immigration and Customization
Enforcement (ICE) Agency, Department of Defense (DoD), VA, and the Ministry of Transportation in Canada.
• Designed and developed the content and audio script, and supported the filming for a 50- minute safety video for the
National Cemetery Administration within VA.
• Served as consultant for design and development of 508 compliant alternatives for unique web-based training.
Presented solutions and supporting regulation justification to the client, ICE.
• Created performance support tools, both electronic and paper based, to support the implementation of the electronic
performance support system employed by domestic and offshore ICE officers.
• Designed and developed tools to ensure quality of products for future electronic performance support systems
implemented at the ICE Agency.
• Developed, managed, and executed product design and implementation plans supporting the training package solutions
proposed and submitted to ICE and VA.
• Created marketing and communications materials that support implementation of an electronic performance support
system used by ICE and consulate officers.

2. • Developed trainers’ and junior instructional designers Instructional System Design skill sets for instructor-led course
design, development and implementation, resulting in increased training package solution quality.

3. Jessica B. Kyriazis
Senior Instructional Systems Designer
JessicaKyriazis@AOL.com - 571-312-4431
ESI International, Curriculum Manager-Business Analysis Program Arlington, VA Product
Development June 2006-June 2007
• Conducted instructional analysis on ESI’s Business Analysis Program. Subsequently designed nine-course Business
Analysis curriculum, the completion of which results in a Master’s Certificate in Business Analysis from George
Washington University.
• Created, managed, and executed product implementation plans, coordinating with multiple departments to facilitate the
release of the Business Analysis Program. Managed program and its individual projects.
America Online, Inc., Marketing and Communications Manager Dulles, VA
MS Central Services (formally MDC) January 2004-June 2006
• Analyzed performance measures to identify areas of opportunity. Subsequently designed, developed and implemented
solution systems resulting in increased customer satisfaction and operational cost reduction.
o Created performance support tools, both electronic and paper based. Identified, designed and implemented
enhancements to current tool system used by front line employees.
o Developed and implemented marketing and communications plans to launch both department and cross-
departmental tool systems. This included the creation of business processes, procedures, job aids,
communication articles for all levels of the organization at headquarters and in the global-field, and the
ordering and distribution of collateral. Realized continuous improvement by continuing cycle with analysis
of resulting performance measures.
o Designed, developed, implemented, evaluated and continuously improved communication and performance
support elements for the implementation of new products, features and programs.
o Created and published scripting that applied the soft skills process used by the Customer Care Consultants via
multiple mediums.
• Implemented a soft-skills component to the business processes at AOL call centers worldwide. This included the
development of the behavioral criteria to be used by the Performance Enhancement Team when measuring the quality
of execution of the adopted soft skills process.
o Analyzed performance of front-line employees. Delivered on-the-job training to improve performance.
o Presented performance trends to site leadership, recommending and implementing performance improvement
solutions.
o Designed and developed tools to enhance departmental processes and initiatives.
America Online, Inc., Member Services Jacksonville, FL and Oklahoma City, OK
Instructional Systems Design Project Manager October 1, 2001-December 31, 2003
• Managed the learning and development of over 1600 customer service representatives in AOL’s core business of
Member Services, across the US, Philippines, Mexico, India, and South Africa.
• Achieved consistent results in the 90th
percentile for student satisfaction and value/impact to business performance.
• Developed numerous business processes to improve performance scores and employee satisfaction. Constructed
supporting job aids and training packages to assist in said processes implementation.
• Contributed to training management by marketing the implementation of major training initiatives to stakeholders,
conducting and communicating the results for level one, two and three evaluations.
• Completed the front-end analysis, design, development and evaluation phases for several curricula.
• Managed a team of developers to ensure successful completion. Created development job aids to ensure ISD quality.
• Designed hybrid solutions for development of 7000 employees. Blended classroom instruction, online training, and
information distribution.
• Managed the maintenance of a new-hire curriculum for over 1000 new customer service representatives.
• Delivered instructor-led training and conducted presentations to call center staff and corporate leadership, both
internationally and domestically.
• Analyzed and enhanced pre-existing e-learning library by improving content’s ability to achieve learning objectives,
including practice labs, knowledge assessments, scoring system linked to learning objects and material evaluation tools.
• Conducted front-end analysis and designed web-based training and managed its development.
Education
Florida State University Tallahassee, FL Masters of
Science- Instructional Systems Design: Organizational Performance Track Dec 2000
Western Michigan University Kalamazoo, MI
Bachelor of Science- Behavioral Psychology: Organizational Performance Management Track Dec 1996
Business Management and Sociology minors