Summary
Overview
Work History
Education
Skills
Languages
Timeline
Other Training Courses
Qualificationhighlights
Software
Generic

Cheryl LeBlanc

Glace Bay,NS

Summary

Tech-savvy Implementation Manager and Instructional System Designer with more than 8 years of hands-on experience guiding clients through the entire onboarding process. Expertise in designing and developing learning programs that add value and achieve desired business outcomes. Strong communication and interpersonal skills for building relationships with stakeholders and effectively assessing the needs of the client.

Overview

26
26
years of professional experience

Work History

Senior Instructional Systems Designer

Applied Systems Canada
12.2018 - Current
  • Developed and designed over 300 eLearning courses for clients, resulting in increased learner engagement and improved performance metrics.
  • Streamlined creation of e-learning courses by utilizing rapid development tools, such as Adobe Captivate.
  • Designed and delivered web-based, self-directed learning materials.
  • Evaluated existing instructional materials and recommended improvements to ensure alignment with current best practices in adult learning theory.
  • Developed lesson plans, instructional materials and written practice cases and exams for Humber College Insurance Applied Systems program.
  • Led team in adoption of new learning management system, enhancing delivery of online education.

Product Instructor

Applied Systems Canada
01.2016 - 12.2018
  • Conducted virtual and in-person trainings for geographically dispersed participants, expanding access to essential knowledge resources.
  • Facilitated hands-on workshops, empowering users to confidently apply their newfound skills in real-world situations.
  • Developed lesson plans, instructional materials and written practice tests for new lighthouse client with over 20 locations in United Kingdom.

Senior Account Manager - Ontario and Atlantic Canada

Policy Works Inc.
02.2008 - 12.2015
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Streamlined account management processes, improving overall efficiency and productivity.
  • Provided ongoing support to clients post-implementation, addressing any concerns or issues promptly and professionally.
  • Prepared and delivered instructor-led training sessions (virtual and on-site).
  • Facilitated successful product launches at major industry events, creating buzz new offerings and driving early adoption among key target customers.
  • Trained new Client Services team members, setting them up for success in their roles through hands-on coaching and mentoring.

Customer Service Supervisor

Leggett & Platt Store Fixtures Group Canada
08.2006 - 02.2008
  • Managed team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Developed customer service manual to standardize procedures.
  • Organized, sorted, and checked input data against original documents.
  • Followed established procedures to enter and process data correctly.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Customer Relationship Management Specialist

First Canadian Title
04.2005 - 05.2006
  • Prepared and delivered instructor-led training sessions for all CRM (Customer Relationship Management) users.
  • Evaluated existing instructional materials and recommended improvements to ensure alignment with current best practices.
  • Designed course materials and supported implementation.

IT Support Specialist/Software Trainer/Team Lead - Help Desk

First Canadian Title
01.1999 - 04.2005
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Prepared and delivered instructor-led training sessions for more than 250 users on Microsoft Outlook and Word.

Education

Introduction to Project Management Certificate - Project Management

University of Waterloo - Centre For Extended Learning
Waterloo, ON
01.2014

Bachelor of Education - Adult Education - Adult And Continuing Education

Brock University
St, Catharines, ON
01.2008

Travel Industry Certificate (with Honours) - Travel And Tourism

Humber College
Toronto, ON
01.2003

Bachelor of Arts - Canadian Studies And Politics

Brock University
St, Catharines, ON
01.1996

Skills

  • Learning and Instructional Strategies
  • Adult Learning Theories
  • Needs Assessment
  • E-Learning and Training Program Design
  • Training Program Development
  • Course Materials Development
  • Webinar Facilitation
  • Implementation and Onboarding
  • Project Implementation
  • LMS Administration

Languages

English
Native or Bilingual

Timeline

Senior Instructional Systems Designer

Applied Systems Canada
12.2018 - Current

Product Instructor

Applied Systems Canada
01.2016 - 12.2018

Senior Account Manager - Ontario and Atlantic Canada

Policy Works Inc.
02.2008 - 12.2015

Customer Service Supervisor

Leggett & Platt Store Fixtures Group Canada
08.2006 - 02.2008

Customer Relationship Management Specialist

First Canadian Title
04.2005 - 05.2006

IT Support Specialist/Software Trainer/Team Lead - Help Desk

First Canadian Title
01.1999 - 04.2005

Introduction to Project Management Certificate - Project Management

University of Waterloo - Centre For Extended Learning

Bachelor of Education - Adult Education - Adult And Continuing Education

Brock University

Travel Industry Certificate (with Honours) - Travel And Tourism

Humber College

Bachelor of Arts - Canadian Studies And Politics

Brock University

Other Training Courses

  • Adobe Captivate
  • Developing and Delivering High Impact Training
  • Microsoft Office
  • Marketing Level 1
  • Sales Conversation Cycle
  • Customer First Phases I & II

Qualificationhighlights

  • A self-starter and fast learner with the ability to work efficiently under pressure
  • Highly detailed, organized and resourceful
  • Excellent time management, project management, customer service and organizational skills
  • Excellent communication, interpersonal and leadership skills

Software

  • MS Office Suite
  • Adobe Captivate
  • Articulate Storyline 360
  • Audacity
  • Snag-It
  • MS Teams
  • WebEx
  • SharePoint
  • Learning Management System (Appinium)
  • Salesforce

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Cheryl LeBlanc