1. (847) 810-9472
wendycermak@gmail.com
Wendy Cermak
CAREER SUMMARY
Instructional Designer with 19 years’ experience in research, design, and development of new hire,
cross-training, and recurrent training materials. Diverse experience in development of retail, call center,
financial, sales, insurance and technical training. Exceptional verbal and written communication skills
along with strong organizational skills and attention to detail.
Areas of Expertise
• ADDIE methodologies
• Instructional Design
• Needs Analysis
• Facilitation
• Technical Writing
• Storyboarding
• Project Management
• Adult Learning Theory
• Self-directed learning
• Web-based training
• Blended Learning
• Instructor Led training
EXPERIENCE
Training Pros, Atlanta, GA September 2015 – February 2016
Instructional Designer (Contract)
 Applications Training (Software Solutions company) – Researched and developed training for a
document management application, and a planning and scheduling application. For each
application, worked with a subject matter expert and training environments in order to learn, test,
and develop content and exercises. The result of this effort was two workbooks used to train clients
who purchase the software. These workbooks included screen and field information, detailed
exercises, assessment questions, and a course review.
CARA Group, Northbrook, IL July 2014 – January 2015
Instructional Designer (Contract)
■ New Employee Orientation (Insurance Service Center) – Researched, designed and developed
content for five different systems used by our Customer Service Managers. This included working
with IT to obtain access, learning the basics of each system, and testing each process and
procedure developed. The result of this effort was video overviews, quick reference guides, and
step-by-step job aids.
■ Ultimate Agent Program (Healthcare Call Center) – Designed and developed a program guide for
clients to properly on-board new customer service agents. This program guide included a high level
visual overview of the program, a workflow map on how to use the program, a toolkit which provided
example letters, forms and checklists for successfully hiring and on-boarding customer service
agents.
OfficeMax, Inc., Naperville, IL May 2007 – May 2014
Instructional Designer
■ New Store Associate Training (Retail Stores) - Researched, designed and developed New Store
Associate training. This training included a learning map, training calendar, participant guide,
facilitator guide and a knowledge assessment. This training provided one consistent, detailed
method for all of our stores throughout the country to use.
■ Enterprise Wide Sales Training (Retail Sales) - Researched, designed and developed five e-
learning courses that ensured all Business to Business sales representatives used a common and
shared sales standard that integrated all existing sales processes. This new standard also provided
Management with a consistent framework to help support and coach their teams.
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2. (847) 810-9472
wendycermak@gmail.com
Wendy Cermak
EXPERIENCE, continued
■ SAVO Mobil Application Training (Sales) - Acted as Training Project Lead to research, design, and
develop systems training for a new mobile tool to be used by all Business to Business sales
representatives. Utilized an iPad, iPhone and Android device to learn and test the new software and
capture screen prints. End product was a User Guide and job aid for each device.
■ Supervisor as a Career Counselor (Career Development) - Developed Instructor-led training for all
call center supervisors. This training provided supervisors with an understanding of career
development and the importance of developing their advocates. This training included a facilitator
guide, participant workbook and job aids. A train the trainer session was then held with all call
center managers.
Wheels, Inc., Des Plaines, IL March 2004 – May 2007
Instructional Designer/Trainer
 Researched, designed and developed training for the new front-end system in the Title &
Registration department. This included working with the IT department to test the system and
provide recommendations for system enhancements.
 Completed Skill Gap Analysis to identify processes and procedures not documented in the call
center’s training. Based on analysis results, developed five new training modules that enabled
employees to have detailed, consistent procedures used as a reference tools.
 Delivered over 300 hours of new skill and residual training. This was the first time that detailed training
had been developed and delivered for this skill. Average training evaluation score from these classes was
4.8 out of 5. Average knowledge assessment score was 96%.
 Researched, re-developed and delivered 2 additional skills (Ordering and Driver Assistance) for the call
center in a very tight timeframe. Average training evaluation scores from these classes was 4.8 out of 5.
Average knowledge assessment score was 98%.
 Completed a task analysis consisting of over 200 process and procedures performed in the Call
Center. Consulted with Management and determined which process/procedure should be trained
with each skill. This resulted in the creation of new hire curriculum and a certification program.
Technical Skills Professional Development
MS Word Langevin Advanced Instructional Design
Power Point LEAD Diversity
Excel Change Management
Outlook Stress Management
FS Pro/Information Mapping Peer Mentoring
Articulate Learning Coach Training
Audacity First Things First
Brain Shark Myers Briggs
SnagIt Strategies for Career Development
Survey Monkey Professional Power
Communicating with Diplomacy & Tact
DISC
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