Dean Hawkinson, PMP

Experience

• 

  First Coast News

  Nov 1987 - Nov 1989

  Production Crew

  WTLV-12 - All production crew responsibilities, including running camera for local newscasts and other internal/in-house productions, floor directing and working directly with on-air personalities for morning and evening newscasts.

• 

  AT&T

  Apr 1990 - Dec 1998

  AT&T Universal Card Services - Registered employees for various training courses offered through Universal Card University (UCU). Supported trainers with classroom reservations and set up and all logistics around vendor and internal courses offered. Worked with customers of the AT&T Universal Card Services, using Visa and MasterCard Chargeback regulations, to assist them with their disputes on purchases made with the Universal Card. Also worked with Chargebacks on Fraudulent charges on lost/stolen or counterfeited cards. Answered calls from AT&T Universal Card Services customers and assisted them with maintaining their accounts and answering general questions about the use of the card.

  • Registrar

    Jul 1997 - Dec 1998

  • Claims Associate

    Feb 1991 - Jul 1997

  • Customer Service Associate

    Apr 1990 - Feb 1991
• 

  Citi

  Dec 1998 - Oct 2009

  Jacksonville, FL 2000-2003; Atlanta, Ga. 2003-2009Created and maintained all Instructional material for Citi Cards call centers around the United States and Canada using the ADDIE ISD systems model. Included creation of all new hire material, eLearning material and job aids/documents.Managed team of Technical Writers, including monitoring attendance, writing performance reviews and coaching. Managed project workload for team and delegated responsibilities based on client need. Trained call center employees on Professional Skills, including New Hire Orientation and required Management courses.

  • Instructional Designer/Instructional Design Manager

    Mar 2000 - Oct 2009

  • Professional Skills Trainer

    Dec 1998 - Mar 2000
• 

  AT&T

  Nov 2009 - Nov 2022

  Manage team of Instructional Designers supporting the Business Sales client. This includes hiring, conducting annual appraisals and compensation decisions, ongoing coaching on performance and working with clients, performance consultants and leadership to assign and balance incoming Instructional Design work to team members. Regularly report data on team development hours and productivity to leadership and assist in making important data-driven decisions for strategic planning of distribution and prioritizing of work. Make strategic decisions for direction of the team based on direction from senior leadership and clients. Show less

  • Senior Project Program Manager

    May 2021 - Nov 2022

  • Associate Director - Design

    Jan 2016 - May 2021

  • Senior Instructional Designer/Lead Instructional Designer

    Nov 2009 - Jan 2016
• 

  Chick-fil-A Corporate Support Center

  Nov 2022 - now

  Senior Project Lead - Content Strategy

  ~Ideate and implement ideas and influence strategy development supporting learning material design, development, management, curation and production in service of Field and Staff audience learning products~Build and manage systems to ensure efficient production process of learning material development that allows for timely production of materials to meet business and learner needs~Collaborate with departmental partners, particularly platform administrators and content creators, to communicate and maintain content governance for the Learning & Development department and to prepare creative concepts that are on strategy and in line with the quality and consistency of Learning & Development~Concept design across Learning Development modalities (i.e. design standards, visual identity, voice and tone graphic design, etc.)~Consult to vendors to ensure that deliverables meet or exceed CFA quality expectations and that files are built and stored according to departmental standards~Partner with the measurement lead to establish ongoing measurement and assessment of the content strategy, including utilizing Operator feedback and input to inform training solution and implementation~Steward the budget tied to the work to meet goals and manage vendors as needed. Show less