This document summarizes the career development of an individual from 2004 to present. It begins with their education background and then outlines their career path within a company, starting as a customer care agent and progressing to roles of increasing responsibility such as team manager, trainer, and instructional designer. It describes the skills and qualifications gained in each role and key projects and lessons learned. It highlights a skills development framework created by the individual to introduce structured development for their team as a manager.

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.