My career development

1. Post Graduation
Development
2004 - Present

2. First, some background….

3. Key Dates
2001 - 2004 2004 - Present
BA Politics & Philosophy

4. Customer Care
Agent
Team
Manager
Trainer
Instructional
Designer
July
2004
December
2005 - 2007
October
2010
December
2011
Career Path
December
2008 - 2010
Capita eircom

5. New Zealand
2007

6. !
Professional Development…..

7. Team Manager Trainer Instructional Designer
Key Skills
• Coaching
• Developing
• Mentoring
• Delivery skills
• Co-ordinating
• Evaluating
• Assimilating content
• Writing
• Creating
Key
Projects
• Training Program for
Business Team
• Skills Development
Framework (SDF)
• Delivering induction training
• Creating Mobile Induction
Course
• Call Routing Platform
• Billing Platform
• Knowledge Management
• Managing training material
How?
• Management course
• Trial and error
• Results based
• On the job learning
• Feedback from manager
• Feedback from trainees
• Results from training
assessments
• On the job learning
• Feedback from manager
• Feedback from trainees
• Post training surveys
What next? Training Role Designing Courses Qualification
Why? New challenge Promotion Improvement and Validation

8. Induction Trainer Professional Judgements
Transition from training to workplace critical - recommended
extended structured “Grad Bay” function.
!
Introduction of more practical real life scenarios into training
to cover both “happy” and “negative” path.
!
Working with SMEs to capture knowledge to ensure training
library contained most accurate information.

9. This naturally led to……

10. Instructional Designer - Project Lead
Provided an opportunity to work directly for eircom.
!
Responsibility for training projects - project management
experience.
!
Involved in roll-out of business critical systems;
New call routing platform, new billing platform, new knowledge
management system
!
Why this role?

11. Key Learnings from this role:
!
Learning to assimilate new content quickly and convert into
training material.
!
Acting as training project lead to ensure all training
requirements were met.
!
Working closely with knowledge management team to manage
content.
!
Articulate Storyline software - fundamentals in Instructional
Design - delivered by Logicearth.
!
!
!

12. Professional Judgements
Introduction of a training environment for hands on practice,
to improve information retention.
!
Creation of a style guide so that training material and
knowledge base articles are aligned.
!
Training Classes follow new format:
1. Demo of system functionality on screen for whole class.
2. Class work on their own exercises in small groups replicating what they were shown.
3. They are then given a scenario, they must use the knowledge base and the training
environment to solve the problem on their own.
!
!

13. This naturally led to……

14. Gain a formal qualification
!
Understanding the theories
of learning
!
Applications of eLearning,
and opportunities to
implement in my role
!
Give me confidence - no
formal training!
!

15. My Artefact
Skills Development Framework

16. What is it?
!
An objective framework that outlines the
competencies required for each role.
!
Sets standards of performance.
!
Gives objective measurements of individuals
development.
!
Business and personal objectives.

17. Why?
!
It introduced me to structured development as a
team manager.
!
Kickstarted my passion for coaching, teaching,
and developing.