Resume

1. Kurt M. Borne 859.801.7243 ~ kurtborne@gmail.com ~ http://www.linkedin.com/in/kurtborne
TRAINING & INSTRUCTIONAL DESIGN BACKGROUND
Comcast Corporation
Trainer, Contract (Sept 2012 - July 2013; July 2015 - Present)
 Leading the effort to stand up new National Call Centers of Excellence by training new Trainers,
Supervisors, Tier 2 agents, and New-Hire agents for this Fortune 50 telecommunications provider.
 Facilitate curriculum training, including billing systems procedures (VISION and ACSR/CSG), sales and
customer service soft skills, troubleshooting (internet, video, and voice issues), and billing topics.
 Deliver training in classroom settings at various U.S. sites, as well as virtual WebEx environments.
 Incorporate blended learning techniques to ensure learner retention and transfer.
Program Manager, Contract (Oct 2014 - July 2015)
 As Program Manager, worked with the Executive Director of Learning and Development to lead
change management efforts for all sales channels, including direct sales, inbound sales, retail sales,
retention, telesales, and transitional sales. Analyzed current state, and planned future state, of
training and development programs as the company ventured into new markets.
 Led effort to integrate the best practices of Comcast and Time Warner Cable for a proposed merger
deal. Planned the integrated curriculum for new-hire and incumbent agents for the abovementioned
sales channels. Worked directly with Channel Directors and Program Managers to compile program
content and design the future curriculum of these integrated training programs.
 Evaluated all current training formats, including virtual, e-learning, ILT, and job shadowing.
Duke Energy – Training Developer, Contract (July 2013 - Oct 2014)
 Training Developer for this Midwest gas/electric provider; developed content for field technicians
and back office personnel, including frontline employees, supervisors, managers, and designers.
 Conducted job task analyses with SMEs to analyze content and process maps.
 Created ILT and reference materials using primarily MS Office tools, SharePoint, and SnagIt.
Insight Communications – Instructional Designer and Trainer (Feb 2007 - Aug 2012)
 Developed training materials (including e-learning solutions and online resources) for more than 300
employees in all departments, using tools such as Adobe Captivate, Dreamweaver, and Raptivity.
 Provided training materials for 15 trainers across all departments. Delivered train-the-trainer
sessions on best practices and use of training materials for product and process initiatives.
 Trained CSRs, Sales Clerks, Dispatchers, Leads, Supervisors, and Managers on sales and customer
service skills, billing system procedures (using ICOMS system), and product knowledge.
 Helped to transform a call center focused only on customer service into a sales driven team.
 Transformed a lecture-based training program into a learner-centered, hands-on program.
Convergys Corporation – Senior Manager of QA Team and Lead Editor (2001 - 2005)
 Direct reports included eight Editors and fourteen Quality Assurance (QA) Testers (located in India).
Managed team on project assignments to ensure on-time delivery of courseware to clients.
 Directed continuous improvement efforts of the Learning Solution Division’s development process.
Developed a comprehensive ADDIE model that included all roles in the process (Graphic Artists, Flash
Developers, Project Managers, QA Testers, Writers, and Editors). Trained more than 100 division team
members on this new ADDIE process and QA guidelines and tools.
 Materials developed include ILT materials, online courseware, and reference and assessment materials.
 Directed team in full editing/testing of complex simulation training games and video/CD-ROM products.
 Course content developed for computer applications, customer service, new-hire, organizational
development, products and services, safety, sales, and work procedures training.
 Clients included Cisco Systems, Deutsche Bank, Eli Lilly, GlaxoSmithKline, and Intuit, among others.

2. Kurt M. Borne 859.801.7243 ~ kurtborne@gmail.com ~ http://www.linkedin.com/in/kurtborne
OTHER PROFESSIONAL EXPERIENCE
 Provided writing and editorial services for local and national publishers. Wrote and edited original
content on topics including business, finance, IT, leadership, and marketing.
 Managed the business section of a regional daily newspaper and several weekly publications.
 Researched graphics and wrote/edited original content on business, economic development,
finance, IT, and general news topics for 52,000+ subscribers of regional daily newspaper.
 Performed full-cycle product development activities for a global textbook publisher, including
editing, design specifications, feature writing, and art/graphics research.
 Taught math curriculum to 6th
grade bilingual students; taught all other subjects to homeroom class.
Piloted an interactive math program for elementary school curriculum (grades 4 through 6).
 Served as consultant to an agro-industrial credit union in Paraguay, South America, piloting a home
improvement program; trained staff in budgeting, contracting, and loan and inspection procedures.
 Educated 45 loan applicant families on interest and loan basics, and program/financial guidelines.
 Facilitated training for more than 1,000 employees in soft skills subject matter, including customer
service and hospitality, leadership, new-hire orientation, and sales training.
OTHER CLIENTS & EMPLOYERS
 Belterra Casino Resort & Spa – Trainer
 New Horizons Computer Learning Centers – Contract Instructor
 Toyota Motor Manufacturing – Contract Trainer
 The Cincinnati Enquirer; Office.com; Standard Publishing – Contract Editor/Writer
 Thomson Newspapers/Journal-News (Hamilton, OH) – Business Editor/Writer
 Thomson Learning/South-Western Educational Publishing – Editor/Writer
 El Paso Independent School District – Bilingual Teacher
 U.S. Peace Corps, Paraguay, South America – Housing Loan Volunteer, Consultant
 U.S. Air Force – Personnel Administrator – Honorable Discharge, Achievement Medal (3-time),
Good Conduct Medal, Honor Graduate (2-time)
EDUCATION & TRAINING
Western Kentucky University
 Master of Science – Major: Instructional Design – Expected graduation May 2017
Xavier University
 Bachelor of Arts, Cum Laude – Major: Economics, Minor: Business
Spanish Language Learning
 Rosetta Stone: Self-study program
 University of Texas El Paso: Bilingual Education program – 17 credit hours
 U.S. Peace Corps: 2 years of total immersion training; earned “Advanced” rating on the Spanish
Certification Exam, administered by the American Council on the Teaching of Foreign Languages
(ACTFL) and Educational Testing Service (ETS)
 Xavier University: Spanish courses – 12 credit hours