current resume

1. Nicole M. Haverstraw
Cell Phone: 1-717-471-1900
E-mail Address: nhaverstraw@gmail.com
Objective: An instructional designer position in a company that values high quality employee development.
Summary:
• Strong commitment to serve participants as customers
• Solid skills in being a liaison with subject matter experts
• Experience completing projects in a remote work environment
• Experience in all components of the ADDIE process (analysis, design, development, implementation and
evaluation).
• Highly regarded in the design and implementation of training programs that meet strategic company goals.
Areas of expertise: instructional design, classroom and webinar facilitation and adult learning theory
Professional Experience:
Susquehanna Bancshares, Inc., Lititz, PA August 2002 to November 2015
(Mid-Atlantic financial holding company worth 18 billion with 3500+ associates; merged with BB&T in 2015)
Learning and Performance Specialist
• Designed and developed training programs in:
 leadership (foundational class which laid the groundwork for new series of leadership classes)
 Microsoft Office programs (including “just in time” basic and advanced Excel training for
associates impacted by merger)
 advanced teller skills, including needs assessment with branch personnel (became a core program
for two years)
• Facilitated classroom training in:
 customer service skills
 ethical choices
 diversity/respect in the workplace
 basic and advanced teller skills
 orientation/onboarding of new associates
 regulatory compliance
• Team leader and subject matter expert for new hire teller program:
 continually updated course content based on procedural and regulatory changes
 developed and refined activities to enhance participant engagement and skill development
 oversaw resolution of technical problems related to training computer systems
 advised several facilitators in classroom management, participant counseling and skill assessment
 designed a formalized, standardized participant evaluation process for new hire teller program
• Provided project management for teller conversion training for two bank mergers where other banks joined
Susquehanna. This ensured tellers joining Susquehanna developed essential skills.
• Directed training project on new Direct Branch Capture system, which involved tight timelines and resulted
in increased efficiency of transaction posting and reduced courier costs
• Cooperated with subject matter experts in other departments (including commercial lending, internal audit,
on-line banking and HR) to develop training programs to meet their specific needs.
• Participated in the merger integration training team for BB&T’s acquisition of Susquehanna during 2015,
which enabled Susquehanna branch associates to acquire needed skills and knowledge in BB&T’s
procedures and systems

2. Williams-Sonoma, Inc., Customer Care (Call) Center, Camp Hill, PA 2000-2002
(Specialty retailer of high quality products for the home)
Trainer
• Designed and facilitated classes for call center associates in the following skills:
 customer service
 processing of customer orders
 product knowledge
• Counseled associates with difficulties related to performance, attendance, and classroom conduct
• Coordinated new QA program to monitor calls (via a computer system) and give feedback to associates
• Designed new training program to increase associates’ knowledge of basic product information
Computer Skills – Microsoft Office, AS400 systems, iPad, GotoWebinar, BrightLink interactive whiteboard
technology, Adobe Captivate
Education and professional affiliations:
• Master’s in Education, Training and Development; Penn State University, Harrisburg, PA
• Bachelor of Science in Secondary Education (Concentration in English), Bloomsburg University of PA,
Bloomsburg, PA
• Pursuing CPLP (Certified Professional in Learning and Performance) certification. Passed knowledge exam
in April 2015; working on completing work project to receive certification.
• Association for Talent Development (ATD) – member in both national and Central PA chapters; have
served Programs committee for local chapter since 2015