1. A MY L. K LINGENHAGEN
2537 Glenmawr Avenue | Columbus, Ohio 43202 | 614.747.6295 | klingenhag@aol.com
PROFESSIONAL SUMMARY
My professional focus has been on: change management, needs analysis, deployable learning
solutions and out-of-the box solutions. Extensive experience at applying instructional systems design
(ISD) theories and learning principles. Adept at content production and design for online training
portals. Demonstrated ability to provide deployable learning solutions in an Information Technology
(IT) environment for leader-led and/or self-paced instructional programs and materials. Assessment
application expert in analysis, design, development, implementation, and evaluation of solutions for
learning.
CAREER HIGHLIGHTS
OHIO PUBLIC EMPLOYEES RETIREMENT SYSTEM (OPERS), Columbus, OH
Serves nearly 954,000 members and participants, working with more than 3,700 state, county, and municipal employers.
Member Services Training Supervisor April 2006 -Present
Project manager, project collaborator, supervisor, trainer, and department liaison and quality
assurance officer. Primarily responsible for the education and development for all Member Services
Representatives, which included: Member Services Management Team, Education Representatives,
Member Services Center Representatives and Benefit Counselors.
Supervisor and Trainer - Supervise education specialists and web content specialists who
organize, conduct training, online and classroom educational programs for employee development,
and on-the-job training. Supervise the facilitation (classroom and virtual) of newly hired employees,
existing employees and employees on Individual Development Plans. Supervised instructors,
evaluated instructor performance, and referred instructors to classes for skill development.
Develop, design and deliver courses for both technical and soft skills. Develop e-learning courses
and modules. Coordinate with leadership teams to provide necessary education and development.
Research & Development – Researched and implement new technologies for attractive, cost
effect and efficient CBT. Researching, analyzing and submitting the departmental budget.
Purchased and maintained training software and equipment. Develop and assist in the
development of training programs and online reference materials. Determine training methods to be
used, such as individual or group instruction, conferences, workshops, and demonstrations.
Research and develop handbooks, models, and other teaching aids.
Member Services Trainer April 2004-April 2006
Primarily responsible for training and educating new Member Services Representatives on educating OPERS
members on pension benefits.
Member Services Representative August 2001-April 2004
Primarily responsible for answering inbound calls and educating OPERS members on pension
benefits.
TECHNICAL SKILLS
Adobe Acrobat 9.0, Adobe Captivate, Articulate Quizmaker, SharePoint 2007, SharePoint Designer
2007, SharePoint 2010
ACADEMIC BACKGROUND
Franklin University
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Bachelor of Science: Business Administration
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Cum Laude
2. A MY L. K LINGENHAGEN
2537 Glenmawr Avenue | Columbus, Ohio 43202 | 614.747.6295 | klingenhag@aol.com
P R OFES SI ON AL AC H IE VEM E NTS
Leadership Roles
Spearheaded creation, design and implementation of a Beta Mentor Program
(Development of core leadership competencies for Management)
Lead participant for development of the organization’s in the OPERS Plan Information
Repository Project
Assisted and participated in the development of the organization’s Social Media Project
Committee Roles
Special taskforce leader charged with providing the Voice of the Customer (VOC Team).
Change Management Taskforce responsible for creating, designing and implementing a
change management tool for the organization.
Served on special taskforce charged with (creating, designing and implementing) a Service
Excellence Strategy for the organization’s Balance Scorecard Measurement.
PROFESSIONAL RECOMMENDATIONS
“Working with Amy was an absolute pleasure. She was quick to learn new technologies and could see
the potential from the start. Amy even went beyond their initial uses to find new ways to solve
problems in the organization. She’s the kind of person that if you point the way, she can take it from
there. She’s very creative and professional in all she does.” August 11, 2010
Greg Novak, Sr. Programmer, Ohio Public Employees Retirement System
worked with Amy at Ohio Public Employees Retirement System
“Amy has always been extremely professional and helpful whenever I've asked for her assistance.
Regardless of the time restraint she has always come through with flying colors. I consider her to be
the first person to go to for help because she never disappoints.” July 22, 2010
Ray Lang, Java Programmer, Ohio Public Employees Retirement System
worked with Amy at Ohio Public Employees Retirement System
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