This document provides a summary of Heidi Swanson's experience and qualifications as a communications specialist. She has over 15 years of experience in learning and development, instructional design, and technical communication. Her skills include training facilitation, materials development, process definition, and overseeing email communications. She has held positions at FedEx Ground, JPMorgan Chase, and The Wasserstrom Company, where she developed training programs, managed learning management systems, produced videos, and ensured compliance.

1. Heidi L Swanson Updated 9/7/16 Page 1 of 2
Communications Specialist
Communications Specialist with broad experience in both written and verbal presentation, involving training facilitation,
materials development, process and procedure definition, review, quality and oversight of email communications.
Skills
 Trainer / Coach
• Instructional/Online Design
• Web Developer
• LMS Administrator
• Video Production
• MS Office Expert
• SharePoint Administrator
• Project Manager
• Curriculum Manager
• Facilitator
• Video Production
• HTML/JavaScript
 15 years in Learning and Developing with a Technical Communication degree, ensures the educational
background, professional experience, and record of accomplishments. Experience developing and delivering
certification and training sessions using the ADDIE model, LMS vendor management, and instructional design.
Recognized for creating valuable job aids, succinct communication to learners via email and presenting
information in an engaging way; high-energy, intuitive, results oriented, and innovative.
 12 years as a Training Specialist for the Wasserstrom Company, creating/organizing curricula, training,
developing, and assessing New Hires, existing CSR and Sales was my main requirement, along with other
duties, in a strictly compliance atmosphere in the Foodservice Distributor industry.
 Training Specialist for JPMorgan Chase, responsible for the in-house LMS publishing training courses,
resources, and training for the Training and Curriculum Managers. Develop training, and then an instruction
for LMS system Certification access rights, managed training deployments and troubleshooting issues, UAT
testing for new enhancements; developed test scripts, batch requests, supporting the testing team. Reporting
for Training, and New Hire Managers, in a strictly compliance atmosphere within the restraints of the OCC
(FCC) in the Financial Branch Banking industry.
Technology
Adobe Applications
 CS5 Suite (Photoshop, Illustrator, Dreamweaver, Flash, and Acrobat), eLearning Suite (including Captivate)
Microsoft Windows Applications
 MS Office ’98 -’10: Access, Excel, Outlook, Publisher, PowerPoint, SharePoint, Word, Visio
Other Software Applications
 LMS software: Genesis, SumTotal (Pathlore), e-Synergy, FEDA Interactive Training
 Other Software: Framemaker, HP Quality, Word Press
 Coding Languages: in XHTML, HTML, CSS, JavaScript
 DOS Mainframe: AS400, TSYS (Chase Credit Card, and Auto); CA, and MMCSR (Chase Online Banking)
 Report Management: MS Office, SAP, Crystal
Professional Experience
FED EX GROUND, Columbus, OH December 2015 - Present
 Sr. Operations Administrator, Linehaul
 Process and maintain Drivers files in compliance with the Department of Transportation (DOT)
 Responsible for processing all new Drivers in compliance with FedEX and DOT standards
 Responsible for performing the clerical and administrative functions for the Linehaul department, quality
assurance, and customer service. Serves as a customer’s first line of contact for a variety of issues.
 Part-time Package Handler: (December 2015 – May 2015)
 Sorting and packaging for shipping
JPMORGAN CHASE, Columbus, OH March 2009 – December 2015
Training Specialist, Retail Training Technical Team - (January 2012 – December 2015)
 Genesis LMS Production Support:
 Feedback queue and general inquiries. Providing or escalating immediate resolution.
 Managing training deployments and troubleshooting issues
 Performs UAT testing for new enhancements, develops test scripts, and supports testing team.
 New hire reporting updates and batch requests.
 Custom evaluations, surveys, and training reminder emails.
 Supporting new Genesis Assignment Center, conducting Certification and training sessions.
 Creating demos and training aids for end users.
 Video Production Support:
 Talent Coordinator, (ensuring talent signs forms, dressed, makeup, at required time),and Gaffer/Best Boy
(614) 353-0265  hlssubham@gmail.com
www.linkedin.com/in/heidilswanson180
6316 Lakeview Dr. East  Grove City, OH 43123
Heidi Lynn Swanson

2. Heidi L Swanson Updated 9/7/16 Page 2 of 2
Quality Specialist, Branch E-mail Project Assignment, CBB Quality Group - (August– January 2012)
 Pilot measuring quality review processes and analyzed outgoing email communication from Branch Bankers for
compliant issues. Identified and reported compliance issues allowing Senior Management to become aware of the
continuous need for quality review in outgoing emails.
 Influenced the evolution of the forms and project resulting in the creation of a new Quality Analyst group for
quality review in outgoing branch emails.
Training Administrator, Learning & Performance Solutions - (September 2011 – August 2012)
 Provide site support to all Mortgage Banking training delivery teams, as well as nationwide support to the
Mortgage Banking Operations teams. Focused on curriculum, course and class creation as a member of Learning
Administrator II Team. Resolved Mortgage Banking learner assignments and email inquiries in Training Central as
well as initiating LMS consistencies and improvements. Added and edited content supplied by Instructional
Designers and Trainers to LMS platform using HTML coding. Establish and / or create efficiencies for existing
processes of department logistics, and exceeded department standards of 82%with curriculum/course creation
and problem–resolution turnaround.
 Observed Adobe program use and SharePoint assignments as a participant with the eLearning group, allowed for
effective communication with Instructional Designers and eLearning Developers for troubleshooting Training
Central issues. Recognized as the point person for program issues with the team and for Access HR
representatives due to the history of successful resolutions.
Training Coordinator, Mortgage Banker New Hire (MBNH) (April 2011 – September 2011)
 Created rosters, planned classes, and communicated with Training, Sales Managers, and Branch Mortgage Officers
to establish a new hire training program. Served as liaison between Mortgage Bankers and the Meetings & Events
department, ensuring accurate and cost efficient travel arrangements were made for participants.
 Enrolled learners in Training Central and monitored registrations with the objective of filling the sessions. Provided
immediate resolution for all administrative issues involving the new program.
Online Banker 3 – 1, Telephone Banker, Retail Financial Services - (March 2009 – June 2010)
 Proficiently explaining process steps and delivering an excellent customer experience for the Consumer, Business,
and Branch end users. Receiving high customer service surveys (C-stats), of 4 and 5’s (on a scale of 1-5)
consistent adherence scores of 93%.
Usability Tester (February – April 2010)
 Tested new program upgrades before released into production. Tracked defects and diligently performed retesting
until all processes ran properly ensuring users a reliable user experience.
THE WASSERSTROM COMPANY, Columbus, OH April 1996 – February 2009
Training Specialist
 Delivery Facilitated training for Customer Service Representatives (CSR) and National/Regional/Avendra
Salespersons in appropriate software packages.
 Curriculum Manager Developed training course schedules and structures, facilitator of all course training for
National Smallwares Division and other divisions on an on-call basis, oversaw and approved CSR workflow
processes.
 Analyze Results and action plans for further training creating, when needed. Performed CSR’s individual
assessments during and after successfully that completed initial training.
 Initiated mentorship program for new employees. Organized focus groups to determine immediately and future
training goals.
 Needs Assessment analyzed results and developed training programs accordingly. Communicated supporting
information to supervisors, and executives.
 Conducted performance coaching of executives and staff members.
 Instructional Designer Coordinated the design, development, and distribution of internal training manuals. Created
quick reference guides, appropriate contact lists, and product knowledge Information Manuals utilized for the 2-
week training program and for ongoing reference. Developed 690-page training manual for National Smallwares
Division.
 Communications Hosted Vendor Product training sessions for sales and service associates, for new and everyday
products
 Received1998 Customer Service Representative of the Year Award
Education
Franklin University, Columbus, OH
M.S. - Instructional Design & Learning Technology projected graduation 2017
Columbus State Community College, Columbus, OH
Associate of Sciences, Technical Communication
Coursework topics: eLearning Design, Presentations, Project Management, Editing
Ohio University, Lancaster, Athens, OH
Bachelor of Arts: North American History, Minors: Business Administration and Social Psychology
Additional Information
By Request