Andrew O'Malley
Montreal,QC
Summary
Dedicated instructional designer with a passion for leveraging innovative training techniques to enhance workforce efficiency and drive business success
Overview
2
2
years of professional experience
Work History
Personal Banking Associate
TD Canada Trust: Cavendish Branch
01.2024 - Current
- Lead customers through daily banking activities and problem-solve any concerns or issues
- Use private appointments to coach clients on wealth-management strategies and products that will best help them reach their financial objectives
- Follow and maintain specific branch protocols to maintain the company's high degree of security and customer protection
- Collaborate with Financial Advisors and other team members to provide clients with a comprehensive support system with their wealth management
Instructional Designer
Freelance
09.2023 - Current
- Design and create action-based learning programs for businesses in a wide range of domains
- Leverage instructional design theory to maximize the effectiveness of the final deliverables
- Create comprehensive storyboards to effectively detail the training and allow fast transition to the development phase
- Build course curriculums utilizing SMEs input to ensure key content is included in the training materials
Workshop Host
Freelance
03.2022 - Current
- Develop and deliver virtual training sessions for university faculty, staff, and students on key topics in health and wellness, such as managing burnout, overcoming failure, goal setting, and managing imposter syndrome.
- Design workshops with a focus on providing participants with practical tools to effectively navigate these challenges.
- Ensure workshops are action-focused and interactive to enhance engagement and promote long-term learning retention.
- Utilize post-workshop feedback to assess program effectiveness and implemented enhancements to content and delivery strategies for continuous improvement.
Customer Relations Representative
Air Canada
11.2022 - 11.2023
- Respond to messages submitted by passengers related to flight delays or general grievances, solving problems and maintaining customer retention
- Award financial compensation to eligible passengers following strict passenger protection laws and regulations
- Make outbound calls to passengers to de-escalate situations and provide a human touch to our customer service
- Maintain daily quotas of responses to increase the company’s overall rate of response to passenger claims
Training Specialist
Sekure Merchant Solutions
02.2022 - 09.2022
- Facilitated a 2-week training program to teach new sales executives the company’s services and how to effectively sell via phone sales
- Coached and managed new hires during training and the first week of sales
- Designed and developed eLearning programs from scratch
- Analyzed and updated existing training materials to optimize their effectiveness
- Established a high-energy and competitive atmosphere to encourage peak performance from team members
Education
Master of Arts - Educational Technology
Concordia University
Montreal, Canada04.2026
Bachelor of Science - Biomedical Science, Psychology Minor
University of Waterloo
Waterloo, ON04.2017
Skills
- Languages: English, French
- Authoring Tools: Articulate Storyline, Adobe Captivate
- Microsoft Office Suite: Word, Excel, PowerPoint
- Instructional Design: ADDIE, SAM, eLearning development, needs analysis, action mapping, instructor-led training, virtual training, coaching, storyboarding
- LMS: Moodle, Canvas, Blackboard
- Video Editing: Final Cut Pro X, Camtasia, Adobe Premier Pro
- Sales & Marketing expertise: online and in-person
Timeline
Personal Banking Associate
TD Canada Trust: Cavendish Branch
01.2024 - Current
Instructional Designer
Freelance
09.2023 - Current
Customer Relations Representative
Air Canada
11.2022 - 11.2023
Workshop Host
Freelance
03.2022 - Current
Training Specialist
Sekure Merchant Solutions
02.2022 - 09.2022
Master of Arts - Educational Technology
Concordia University
Bachelor of Science - Biomedical Science, Psychology Minor
University of Waterloo
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