1. 9002 Watchlight Ct SHEILAALVELO Cell: (443) 2267078
Columbia, MD 21045 Sheila.Alvelo@gmail.com
SUMMARY OF QUALIFICATIONS
A dynamic, results driven Instructional Support Specialist with a strong aptitude in instructional support and
content management. Knowledgeable in Instructional Design theories and ADDIE model.
Excellent history of success in building and maintaining relationships with all levels of staff.
Specialties:
Research Management/ Instructional Design/Technology/ elearning/ Learning Management System/
Blackboard/ Dreamweaver/ Content management/Training and Supervision/ Spanish/ Dreamweaver/HTML/
CSS/ Excel/ Outlook/ Word/ Microsoft Office/ADDIE/Training/Supervising/Development/Web
editing/Sharepoint
WORK EXPERIENCE
Laureate Education Inc., Columbia MD 2010- 2014
Instructional Support Specialist 2013- 2014
Support faculty, students and operations for online course maintenance. Serve as a liaison to ensure the
efficient overall maintenance for all courses and related services to both faculty and students.
 Review and update current courses of study/learning resources/assessments to ensure proper
alignment to the intended objectives.
● Provide exceptional support to faculty, staff and students by responding to issues in the classroom
using the frontline ticket management system.
● Collaborate with faculty, instructional design team, program directors and other staff to facilitate course
content revisions to ensure continuous course improvements.
● Operate in Dreamweaver to edit and update the Blackboard classroom.
● Provide Tier 2 technical support via a ticketing support system support to faculty, staff and students for
online classroom issues.
● Successfully implemented a formal textbook Quality Assurance audit process and as result reduced
the entire team’s error rate to less than 5%.
● Created a newsletter to facilitate communication with the school of Education and Leadership at
Walden University.
● As part of multi-level team, played a strategic role in ensuring a successfully upgrade from Blackboard
8 to Blackboard 9.1.
● Train and mentor new hire employees.
● Coordinate and schedule contract textbook work.
● Implemented a virtually filing system for the text book revision process.
Product Delivery Specialist 2011- 2013
Facilitate continuous quality by reviewing different online classroom to ensure that course content is accurate
and writing is coherent and appropriate for the students.
● Successfully review new online course to ensure the classroom is free of errors and that the content is
accurate.

2. ● Provide technical support for any related learning management system issues.
● Ensure that the activities and course schedule are appropriate for the class.
● Verify the classroom is ADA compliant.
● Prepare for term start by creating spreadsheets and getting the courses ready for copy.
● Provide exceptional support to faculty, staff and students by responding to issues in the classroom
using the frontline ticket management system.
● Provide access to the courses to course developers, Instructional designers and faculty.
.
Enrollment Advisor 2010- 2011
Successfully advise, educate, consult and support qualified potential students in achieving their professional
and personal goals by enrolling in one of our higher education programs.
● Successfully exceeded outbound calls with a total of 8,258 calls during quarter 4.
● Ensuring quality enrollments. Retained 93.3% of students.
● Provide outstanding customer service to all students during the enrollment process.
● Obtained eleven quality referrals during quarter four.
● Served as the team expert for committee files and for bilingual leads.
● Collaborate effectively with academic advising, admissions, financial aid and student support to ensure
customer satisfaction.
Federal Bureau of Investigations
Contract Language Linguist 2011-2013
Collaborated with federal agents and forfeiture investigators by providing investigative support and research,
facilitation of case management, data management, and analytical administrative services
● Translated written or audio materials, from Spanish into English.
● Contributed to bridging the language and culture gap and helping agents with their counterterrorism
and counterintelligence investigations.
● As part of a team played a strategic role in the dismantling of NY/Baltimore area drug organizations
and gangs.
Arbitron, Inc., Columbia MD 1999-2009
Respondent Help Line and Quality Assurance Supervisor 2008-2009
Leader of 26 inbound call center Respondent Help Line and Quality Assurance agents. Responsible for:
hiring, training, motivating and monitoring staff to increase productivity and performance.
● Increased bilingual statistics by developing and implementing operations of the Bilingual Respondent
Help Line from multiple call centers.
● Achieved 98% QA accuracy rate through updating internal audit processes and procedures.
● Increased agree rate by successfully handling 98% of escalated calls from the Respondent Help Line.
● Administered performance management by diagnosing improvement opportunities, providing effective
feedback, coaching, training, professional development, and corrective action plans.
● Performed 5% of quality checks, developed and reviewed weekly performance reports for 26 team
members, identified areas to improve, and implemented measures to improve performance levels and
meet objectives.
● Supervised the implementation of a new Access database for the Quality Assurance Team.
● Successfully interviewed and staffed the Respondent help line with 6 new employees and in doing so
improved the abandon calls to 3%.
● Consistently participated in verifying scripts after a migration had taken place.

3. ● Played a strategic role with the recruitment of bilingual candidates by interviewing them and
administrating a Spanish test.
● Assisted with the translation of Spanish materials.
Senior Quality Assurance Specialist 2006-2008
Provided leadership and support to a staff of four.
● Developed all quality assurance procedures and guidelines.
● Worked within a team to develop the training manual for the panel compliance team.
Quality Assurance Specialist 2001- 2006
Facilitated continuous quality by serving as a resource and liaison. Collected monitoring data.
● Improved Interviewer performance, ensured compliance with methodology and procedure, assisted
with acceptance testing for CATI changes and ensured constancy in survey execution among calling
sites.
Bilingual Research Interviewer 1999-2001
Facilitated accurate data collection by interviewing and recruiting respondents in order to participate in a radio
ratings survey.
 Consistently ranked as a top performer among the bilingual staff.
EDUCATION
MS Instructional Design and Technology
Walden University
● GPA 4.0
Graduate Certificate Instructional Design and Technology
Walden University
● GPA 4.0
BA Business Administration/Human Resources Management.
University of Puerto Rico
● Cum Laude
Certificates of Completion
Cross Cultural Communications
 Community Interpreter (40 hrs) spring 2009
Howard community College
 HTML 5 and CSS Level 1 (6 hrs) spring 2015
 HTML 5 and CSS Level 2 (6 hrs) spring 2015
 InDesign Level 1 (12 hrs) expected spring 2015
 InDesign Level 2 (12 hrs) expected spring 2015
 Web Design with Dreamweaver expected summer 2015
 Dreamweaver Level 2 (12 hrs) expected summer 2015
 Microsoft Access 2002/2003 Level I and Level II
 Excel