Stephanie Costa

Experience

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  First Data Corporation

  Jan 1998 - Apr 2007

  Defined instructional, learning, and performance objectives.Developed instructional materials and products for technology-based redesign of courses.Designed learning products, including web-based aids and electronic performance support systems.Interviewed subject matter experts and conducted other research to develop instructional content.Provided analytical support for the design and development of training curricula, learning strategies, educational policies, and courseware standards.Designed instructional aids for stand-alone or instructor-led classroom and online use.Conducted needs assessments and strategic learning assessments to develop the basis for curriculum development and to update curricula.Assessed effectiveness and efficiency of instruction according to ease of instructional technology use and student learning, knowledge transfer, and satisfaction.Developed instructional materials, such as lesson plans, handouts, and examinations.Developed instruction and training roadmaps for online and blended learning programs.Adapted instructional content and delivery methods for different levels and/or types of learners.Researched and evaluated emerging instructional technologies and methods.Edited instructional materials, such as books, simulation exercises, lesson plans, instructor guides, and tests.Taught instructors to use instructional technology and to integrate technology with facilitation.Recommend changes to curricula and delivery methods, based on information such as instructional effectiveness data, current and future performance requirements,feasibility, and costs.Observed and provided feedback on instructional techniques, presentation methods, and instructional aids.Presented and made recommendations regarding course design, technology, and instruction delivery options.Assisted in the upload, testing, assignment and maintenance of courses through the corporate Learning Management System. Show less Managed daily shift staffing for call volume control, occupancy, and efficiency goals.Conferred with department supervisors and other personnel to assess progress and discuss needed changes in staffing.Recorded production data such as call volume and average handle time.Kept track of leave time, such as vacation, personal, and sick leave, for employees.Verified daily statistics and reports for all center clients. Designed and created databases and macros used to automate and assist in the collection, tabulation, retrieval and storage of data necessary to the Workforce department. Show less Monitored and evaluated call center customer interactions.Offered and conducted specific training programs to help workers maintain and improve job skills.Assessed training needs through surveys, interviews with employees, focus groups, and consultation with managers, and customer representatives.Presented information using a variety of instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, videos, and lectures.Kept up with developments in area of expertise by reading current journals, books, and magazine articles.Monitor and administer constructive feedback to call center professionals.Designed and developed call center monitoring program database Show less

  • Instructional Systems Developer

    Jan 2000 - Apr 2007

  • Workforce Analyst

    Jan 1999 - Jan 2000

  • Trainer / Quality Analyst

    Jan 1998 - Jan 1999
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  First Data Merchant Services

  Apr 2007 - Jan 2010

  Web Architect

  Design, build, and maintain web sites, using authoring and scripting languages, content creation tools, management tools, and digital media.Perform and direct web site updates.Write, design, and edit web page content, and direct others producing content.Back up files from web sites to local directories for instant recovery in case of problems.Identify problems uncovered by testing and customer feedback, and correct problems and/or refer problems to appropriate personnel for correction.Evaluate code to ensure that it is valid, is properly structured, meets industry standards and is compatible with browsers, devices, and operating systems.Maintain understanding of current web technologies and programming practices through continuing education, reading, and participation in professional conferences, workshops, and groups.Analyze user needs to determine technical requirements.Respond to user email inquiries, and set up automated systems to send responses.Develop and document style guidelines for web site content.Develop web site maps, application models, image templates, and page templates that meet project goals, user needs, and industry standards.Create searchable indices for web page content.Development, training and support of SharePoint sites under the Learning Solutions segment. Show less

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  First Data Corporation

  Jan 2010 - Sept 2015

  Instructional Developer

  Designed, developed and maintained paper production templates in Microsoft Word, PowerPoint and Excel.Designed, developed and maintained all SharePoint sites under the Learning Organization segment and the Merchant Services segment (approximately 400 sites in total).Defined instructional, learning, and performance objectives.Developed instructional materials and products for technology-based redesign of courses.Designed learning products, including web-based aids and electronic performance support systems.Interviewed subject matter experts and conducted other research to develop instructional content.Provided analytical support for the design and development of training curricula, learning strategies, educational policies, and courseware standards.Designed instructional aids for stand-alone or instructor-led classroom and online use.Conducted needs assessments and strategic learning assessments to develop the basis for curriculum development and to update curricula.Assessed effectiveness and efficiency of instruction according to ease of instructional technology use and student learning, knowledge transfer, and satisfaction.Developed instructional materials, such as lesson plans, handouts, and examinations.Developed instruction and training roadmaps for online and blended learning programs.Adapted instructional content and delivery methods for different levels and/or types of learners.Researched and evaluated emerging instructional technologies and methods.Edited instructional materials, such as manuals, simulation exercises, lesson plans, instructor guides, and tests.Taught instructors to use instructional technology and to integrate technology with teaching.Recommend changes to curricula and delivery methods, based on information such as instructional effectiveness data, current and future performance requirements, feasibility, and costs.Observed and provided feedback on instructional techniques, presentation methods, and instructional aids. Show less

• 

  Embry-Riddle Aeronautical University

  Feb 2016 - now

  Key job functions include: Collaborates with remote faculty to prepare high quality, interactive online courses, for academic and non credit delivery. Edits and organizes electronic information to create high quality course content that is suited to the adult online learner. Coordinates the production and or acquisition of instructional materials, including video, graphics, animations, and interactive media elements. In collaboration with faculty, produces instructional materials within the universitys Learning Management System, e.g., Canvas. Conducts quality assurance reviews of courses and other instructional materials. Implements established ERAU course development standards and policies and communicates those with other team members and faculty. Works equally well in a team based and individual context, as required by specific work demands. Monitors and communicates textbook issues affecting course development and implementation. Facilitates course approval process with academic department chairs upon completion of course development. Coordinates course review cycles and facilitates course updates.Content Production Perform direct course production duties, working with developers and other team members to enter content into the university learning management system.Project Management Oversee the production and revision of courses, including schedules, deadlines, and deliverables.Quality Assurance and Other Assigned Duties Facilitate quality assurance reviews of online courseware. Provide instructional design consultation regarding course development. Research and share new trends in online learning. Attend conferences and events, as appropriate, and share resulting knowledge with colleagues. Show less

  • Director of Instructional Design and Development

    Mar 2018 - now

  • Instructional Designer

    Feb 2016 - now