Michele Hamlin (Roanhouse)

Michele Hamlin (Roanhouse)

Training/Communications Manager, Life Coach

Location
Baltimore, Maryland Area
Industry
Professional Training & Coaching

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Michele Hamlin (Roanhouse)'s Overview

Current
  • Owner at Creative Progress LLC
  • Training Manager / Educational Services Lead at QSSI
Past
Education
  • Professional Memberships
  • Training & Certifications
  • Training & Certifications 2
  • Training & Certifications 3
  • Training & Certifications 4
  • Training & Certifications 5
  • Training & Certifications 6
  • Training & Certifications 7
Connections

500+ connections

Michele Hamlin (Roanhouse)'s Summary

Michele Hamlin has 15+ years of professional experience in adult learning and performance, coaching change management and process improvement. She is organized, hardworking, collaborative and creative. Her goal is to help in any capacity and always make positive contributions and drive positive change to achieve results.

She has a strong background in web content & design, IT, government, higher education & healthcare. Former roles include training manager, consultant, trainer, instructional designer, web design, project management, content migration/strategy, user experience, business process reengineering/organizational development, (CMMI, BA, QA, PMO, IT), project & staff management.

As today's employees are in a constant state of change, they are therefore a constant state of learning. Continuous, on-demand learning, content management, mentoring, documentation all must be simple, intuitive, engaging and interactive to be successful in knowledge retention and behavioral change. A blended approach is best to fully implement a successful curriculum and delivery program: ILT, V-ILT, WBT, coaching, training, gamification, documentation, solutions and technology. Improved performance is measured through key metrics that track back to clear business goals & pre-defined expectations and success criteria.

Prior to training and product/service/upgrade release, Michele conducts thorough needs assessment/root cause analysis to assess current state, goals & success criteria. By analyzing and improving business processes, planned change control measures are implemented, mitigating risk. Usability testing & feedback mechanisms ensure smooth transition.

Michele has managed efforts that ensure accurate requirements, buy-in,stakeholder identification, validation and verification. Michele works hard to ensure overall collaboration and cross-functional inclusion of major stakeholders and fulfillment of specific roles throughout the learning, enforcement & governance process.

Michele Hamlin (Roanhouse)'s Experience

Owner

Creative Progress LLC

October 2014Present (1 month) Baltimore, Maryland Area

Life Coaching, Consulting, Management, Creative Services

Training Manager / Educational Services Lead

QSSI

Privately Held; 201-500 employees; Information Technology and Services industry

June 2013Present (1 year 5 months) Baltimore, Maryland Area

• Manage and develop training team (training coordination, scheduling, enrollment), trainers delivering ILT/VILT courses and content instructional designers developing documentation and WBTs, in support of technology training for large federal client
• Developing training plans for 2013 & 2014, including improvements, enhancements and implementation of more on-demand learning (WBT, V-ILT, ILT, gamification/e-learning) and BPR.
• Develop EVM estimation of effort and Project Implementation Schedule for all Training-related activities, from classroom and webinar delivery to registration/scheduling to training documentation/wbt development.
• Develop related training development processes and phases based on ADDIE model, adult learning principles, training industry standards, PMP principles and CMMI standards, including peer review/documentation management and leveraging SharePoint for content management. Assist in the development of training materials and provide peer reviews, learning approach and quality standards and development guidance in their development.
• Collaborating with colleagues and clients to strategize and improve learning, LMS and change management approach [LMS strategy, user experience (UX/UI), accessibility (508)/SCORM, process improvement, defect/issue/risk reporting, success metrics and performance evaluations.
• Build comprehensive Train-the-Trainer Certification Program and internal infrastructure and manage related preparation and study efforts. Execute evaluation surveys and success metrics for training program efforts, including leveraging Kirkpatrick Model Levels 1-4.
• Manage and develop reporting and represent training program at client meetings.
• Research and Implement LMS and assisted in change initiative for 2,000+ end users and administrators, including development and delivery of instructor-led training (ILT classes, VILT webinars), web-based training (WBT) elearning, videos, documentation guides, manuals, powerpoint, job aids.

Senior Training Consultant

The Marick Group

Privately Held; 11-50 employees; E-Learning industry

September 2012June 2013 (10 months) Baltimore, MD

• Managed, developed and delivered training efforts for large federal clients during software releases/upgrades and BPR of SuccessFactors Plateau LMS and assisted in change initiative for end users (58,000) and administrations (400+), including development and delivery of instructor-led training (ILT classes, VILT webinars), web-based training (WBT) [elearning, videos], and documentation [guides, manuals, powerpoint and job aids.]
• Developed training plans for 2012/2013 years, including improvements, enhancements and implementation of more on-demand learning (WBT, V-ILT, ILT, gamification/e-learning) and BPR.
• Collaborated with colleagues and clients to strategize and improve learning, LMS and change management approach [LMS strategy, user experience (UX/UI), accessibility (508)/SCORM, process improvement, defect/issue/risk reporting, success metrics and performance evaluations.

Senior Consultant, Learning, Web Content Strategy, User Experience

Aquilent

Privately Held; 201-500 employees; Information Technology and Services industry

November 2011June 2012 (8 months) Laurel, MD

• Managed, developed and delivered all training efforts for a large federal client’s software release and change initiative for all end users (300+), including instructor-led training (ILT, V-ILT), web-based training (WBT) [elearning, videos], and documentation [guides, manuals, powerpoint and quick reference job aids.]
• Developed training plan for 2012 year, including improvements, enhancements and implementation of more on-demand learning (WBT, V-ILT, ILT), business process improvement and SDLC.
• Collaborated with colleagues and client to strategize and improve learning and change management approach [web content strategy (CMS, WCM), information architecture (IA), user experience (UX/UI), accessibility (508), process improvement, defect/issue/risk reporting, training evaluations (scoring 4.9/5.0)

Director of Special Interest Groups (SIGs), Board Member

Metro DC Chapter of ASTD

Nonprofit; 201-500 employees; Professional Training & Coaching industry

20122012 (less than a year) Washington D.C. Metro Area

Currently serving on Board of Directors of non-profit professional association. Provide strategic direction to chapter special interest group leads, manage SIG activities, coordinate logistics and event promotion, build/maintain relationships and recruiting for SIG leads, event registration, promotion and administration, support chapter initiatives, be an example, thought leader and informational resource to support chapter members, potential members, related partners, speakers and leaders, collaborate and contribute cross-functionally with other members of the board, especially President, VP, Professional Development, VP, Membership and VP, Communications.

Training Manager

Europ Assistance USA

Privately Held; 201-500 employees; Leisure, Travel & Tourism industry

August 2011November 2011 (4 months) Bethesda, MD

• Facilitated cost savings by discontinuing outdated and unused technology and services and promoting cost-efficient and effective training development, performance metrics, LMS/CMS technologies (Articulate Studio/Online Reporting, SharePoint, SuccessFactors).
• Reduced CC Orientation training from 80+ days to 15 days with a 10-day transition and peer coaching program and on-going mentoring, QA and on-demand learning.
• Contributed to 15% lower turnover; coaching program helped both new employees and the “mentors” to learn processes better and increased overall job satisfaction
• Contributed to lower customer complaints, less disciplinary actions, more customer compliments, faster call times and case closures with fewer defects (QA, closure and call board statistics.
• Conducted Needs Analysis (NA), Root Cause Analysis (RCA) to determined training needs, issues and performance expectations and provided upward and lateral feedback to enhance collaboration and proactive approach to training and performance.
• Developed and delivered new training curriculum, BPI and change management including Contributor for BC/DR Plans, process development, including Emergence Preparedness training.
• Supervised local and remote employees, contracting teleworkers including personnel activities (hires, trains, rewards, motivates, disciplines, terminates, performance reviews, pay discussions, team member career development, coaching/mentoring) and vendor/consultant relationships.

Sr. Business Process Analyst (Vision Technology Consultant)

T. Rowe Price

Public Company; 5001-10,000 employees; TROW; Investment Management industry

May 2011August 2011 (4 months) Owings Mills, MD

• Conducted Needs Assessment (NA) of current state structure and goals for new Enterprise Support team under GBS&T including analysis of existing materials.
• Developed processes, procedures, storage, web content, documentation and training materials and designed solutions leveraging PMP, SDLC, Change Management, CPLP and CMMI standards.
• Designed and developed Enterprise Support framework, templates, process development and improvement, graphics and trainings, cross-dept/company meetings/facilitations/mediations, and development & implementation of two major SharePoint Sites.

Sr Instructional Designer (NAI Personnel Consultant)

Kaiser Permanente

Nonprofit; 10,001+ employees; Hospital & Health Care industry

November 2010March 2011 (5 months) Silver Spring, MD

• Recommendation training approach, improvements, change management to develop training program, materials to decrease 90-day induction/orientation timeframe, implement coaching/mentoring, increase knowledge retention and reduce errors and complaints.
• Developed training curriculum, documentation and delivery approach for new CRM application & telephony system deployment, workforce mgt app (WMA) for workflow processes for Mid-Atlantic region member services call ctr, and developed & implemented online training evaluation, surveys, and metrics; consulted and developed evaluation & improvement process.
• Developed SharePoint MOSS 2007 Customer Service Information Repository architecture; conducted Needs Assessment (NA) of CMS/LCMS (LAN with web interface, multiple websites and locations of documentation) to improve collaboration, on-demand training and accessibility.
• Managed design, development, implementation and initial migration efforts (SP Designer leveraging custom HTML/CSS) of all training and call center/health plan documentation to support multi-audience, roles, multi-regional site coordination for disaster recovery call coverage/ standardization.

Training and Web Consultant

Systems Alliance

Privately Held; 11-50 employees; Information Technology and Services industry

August 2008November 2010 (2 years 4 months) Hunt Valley, MD

• Q1 & Q2 2010 exceeded revenue goals 14%; July 2010 revenue exceeded Q3 goal; daily classes delivered; Q3exceeded revenue goals over 55%; YTD+Q4 projections exceed year goals over 50%; developed revenue/enrollment reporting and policies, pricing structure, invoices/quotes; increased profit margin 40%+ per student/course, minimized loss; mitigated risk.
• Average score of 4.8 of 5.0 from hundreds of students, numerous repeat students taking entire curriculum track, positive follow-ups, increased customer satisfaction and retention.
• Made record revenues in 2008-2010 against prior years, quarters and months, exceeded 2010 revenue goals and had record enrollments, positive feedback and better trained, better performing client users.
• Executed successful training contract with a major client resulting 200% more enrollments, quarterly purchase orders and increased revenue.
• Improved /Developed 20+ training curriculum and course offerings (CMS Fundamentals + Admin, HTML/CSS design, IA, Modules, Accessibility 508, SEO, Social Networks & Media, Writing for the Web, SharePoint Fundamentals + Administration; developed/managed documentation and user guides creation and revision, including support /training website, blog, web content, social networking.
• Performed migration efforts, module implementations, design build-outs, recommendations, helpdesk technical support and hands-on workshops.
• Established evaluation tools, follow-ups and guarantee program and implemented sales/promotion, marketing, email campaigns, client relations development, change management.

Analyst, Trainer, PMO, IT

CareFirst BlueCross BlueShield

Nonprofit; 1-10 employees; Insurance industry

May 2005August 2008 (3 years 4 months) Owings Mills, MD

• Managed successful SharePoint Rollout/Migration Project to completion within aggressive 3-month deadline for 40+ large-scale, multi-year, multi-million/billion dollar $ projects from LAN folders using an organized and uniform approach; assessment/cleansing efforts of current LAN folders, manual migration, development of SharePoint Site Design and Architecture for 50+ corporate initiative project sites, kickoff, training delivery, migration audits, clean-up, support and governance.
• Developed, managed and delivered well-received SharePoint Training for PMO, IT, BA and other departments including 150+ site administrators & 400+ contributor users; including Risk Mitigation, Issue Management, Change Management, Project Management Process.
• Conducted regular audits of SharePoint sites, documentation and adherence to process through on-going governance to ensure project compliance and success.
• Capability Maturity Model Integration (CMMI) Process Reviewer & SEPG Contributing Member assisting in development, design, implementation, governance and auditing for various CMMI and Project Mgt documentation, CF Standard Processes, procedures, templates and flows, including facilitation, training and guidance to achieve passing CMMI certification for CareFirst
• Renovated and managed Executive Reporting for all PMO projects including board, year end and status reporting (scope, schedule, budget, resource allocation) and intranet SharePoint site administration.
• Designated PMO BC Facilitator, Plan development, online disaster recovery system, redeployment.

*Started in May 2005 as Vision Technology consultant; in March 2006 converted to CareFirst FTE; received Vision Technology Focus Award for Employee Excellence 2005.

Analyst/Trainer for CareFirst (see above)

Vision Technology Services

Privately Held; 201-500 employees; Information Technology and Services industry

May 2005March 2006 (11 months) Owings Mills, MD

See Above CareFirst position

Sales Ops Prog Mgr, Technical Writer/Editor, Helpdesk, Marketing Coor, Proj Coor, Web Content Mgr...

Additional Work History

19902005 (15 years) MD, DC, NC, IN, OH, PA

Available upon request, full-time & contract positions
Past clients include: Sybase, NASA, DoD NMLC BUMED, GE GXS (GEIS), UCP, AFMA/FEB, SOTAS, Thomson Financial, Univ ND Snite Museum of Art...

Michele Hamlin (Roanhouse)'s Skills & Expertise

  1. Content Strategy
  2. Content Management
  3. Content Architecture
  4. Learning Technology
  5. Social Learning
  6. Learning Solutions
  7. User Education
  8. ILT
  9. ADDIE
  10. WBT
  11. Learning Theory
  12. Educational Games
  13. Student Engagement
  14. Learning Management
  15. Blended Learning Solutions
  16. Training Consultancy
  17. E-learning Development
  18. Job Aids
  19. Training Manuals
  20. Process Improvement
  21. CMS
  22. Organizational Learning
  23. Organizational Performance
  24. Learning Strategies
  25. Appreciative Inquiry
  26. Business Process Excellence
  27. Classroom Training
  28. Curriculum Creation
  29. Training Documentation
  30. Coaching
  31. Action Learning
  32. Accelerated Learning
  33. SharePoint
  34. CSS
  35. Social Networking
  36. Social Media
  37. User Experience
  38. Instructional Design
  39. Accessibility
  40. Human Performance
  41. Curriculum Management
  42. Educational Design
  43. Human Capital Management
  44. Web Content
  45. Web Content Management
  46. Enterprise Content Management
  47. Business Analysis
  48. Information Architecture
  49. Learning Management Systems
  50. SuccessFactors

View All (50) Skills View Fewer Skills

Michele Hamlin (Roanhouse)'s Education

University of Notre Dame

BA, BA, English, French

19941998

Activities and Societies: Theatre (Actor/Director/Makeup/Stage Mgr), Rosencrantz and Guildenstern are Dead, Moliere's Tartuffe, Poetry in Performance, American Plays in Performance, Shakespeare in Performance, Directing 101, Universal Wolf, Acting 101, Voice & Movement, Moliere's Tartuffe, Music (voice, flute, Bomb Squad, SUNDEF Angers France Study Abroad Program 1995-1996 CIDEF, Snite Museum of Art (Art Librarian/Asst to Educ Curator, Tour Guide), Juggler Literary Magazine Associate Editor Staff,

Université catholique de l'Ouest

CIDEF, French

19951996

SUNDEF Notre Dame Angers France CIDEF

Activities and Societies: Baroque Conservatory (flute), International Chorale (french program), Travel (France, Spain, Italy, Ireland, England, Austria, Czech Republic, Hungary, Poland), Famille d'accueil Angers Prince Famille d'accueil Le Pouliguen

Severna Park High School

High School Diploma, College Prep

19901994

Student Government
--Maryland Association of Student Councils MASC Member and Executive Staff
-Chesapeake Regional Association of Student Councils (CRASC) Member and Executive Staff
-SP Student Government Association SGA (1998-1994)
[various positions held in both including Healthcare Lead Liaison, Legistlation Liasion Coordinator, Bill Writer/Lobbyist, Leadership/Topic Trainer, Tour Guide]

Music & Theatre
-SPHS Band (1990-1994) flute/piccolo since 1986
-St. Johns Special Program Music Coor & CCD/Music Teacher
-All County Band 1994
-Solo/Ensemble Festival 1988-1992
-Camp Counselor - AACC Kids in College Courses Teaching Asst, Theatre/Music/Art Camps Counselor and Teacher/Teaching Asst, Stage Manager, Sound/Lighting Manager, Asst Stage Manager

Activities and Societies: Academics: Advanced Academic Program Certificate -Advanced Placement/Honors Courses Program --French, English, Euro History, Amer History, Psychology -National Honor Society (1992-1994) --Special Events Co-Coordinator, Fundraising Committee, Executive Committee Member -French Club (including Montreal, Quebec trip/host stay)

Professional Memberships

- American Society of Training & Development National Member (since 2006)
- Metropolitan Washington DC Chapter of ASTD Member
---- Board Member, Director of Special Interest Groups (SIGs) (2012)
- Maryland Chapter of ASTD Member
- University of Notre Dame: Alumni Club of Maryland
---- Member (since 1994)
---- Board Member (1999-2000)
- eLearning Guild (Member since 2008)
- Corporate Executive Board: Customer Contact Council® (since 2011)
- SharePoint Users Group (Baltimore Chapter)
- Association for Intelligent Information Management (AIIM)
- Contact Center World (since 2011)
- Baltimore Parlay Member
- American Mensa Member
-- DC & Maryland Chapter Member

Training & Certifications

 ASTD® Certified Professional in Learning & Performance (CPLP®): CPLP Knowledge Exam (passed 10.03.11), Work Product submission (08.23.2013) before certification granted.
Completed iiBA®-endorsed LearnQuest® 10-course curriculum (2008) Certified Business Analyst Professional (CBAP®): Intro to BA, Business Requirements Workshop, Use Case Workshop, Data Modeling for BA, Business Process Modeling, Fundamentals of Testing for BA, Business Requirements Workshop, Enterprise Analysis, Modeling Techniques for BA, Planning, Risk & Estimation for BA using OO Concepts & Use Cases
Project Management Process (PMP) Systemation® Training (2006); PMI & PMBOK self-study, ILT supplemental & coaching by PMP (2007)
Intro to CMMI® (Staged & Continuous) Capability Maturity Model Integration – (Carnegie Mellon Software Engineering Institute SEI® - 2007); CMMI GAP, Levels and SCAMPI prep training (SEI® - 2007-2008)

Training & Certifications 2

Administering MicroSoft® Windows SharePoint Services (2552A) (MicroSoft® - 2006); Clarity Project & Portfolio Mgt (PPM) (CA® - 2008); Customer Service Certified Professional (TTCE International Customer Service Association - CSP Certification Program 09.18.11) Presentation Skills (2006), Dealing with Conflict (2007), Personality Styles in the Workplace (Myers-Briggs) (2006), Diversity, Compliance, Security, Bomb Threat/Emergency (2006-2011), Better Presentations (1999), Strength Finder 2.0 (2007), Accessibility & Usability (Section 508, UI, UX, HF) (2008-2010), HTML & CSS, Web Design & Web Style Best Practices (2008-2010), Risk & Issue Management (2007), Software Development Life Cycle (SDLC) (2006), Agile Iterative Development (2008), Introduction to Relational Database Management Systems (RMDBS) (Sybase® - 1999), RMDBS, Business Intelligence (BI) Applications, Markets & Segments (RDBMS) (Sybase® - 1999), Directory Publishing (Taliaferro - 1998)

Training & Certifications 3

Sybase Foundations Workshop, Fast Start 4 Product Telesem (2000); Communicating for Success Sybase HRA130 from Decker Communications (2000), Effecting Communicating: Presentations & Beyond (Sybase HRA160) (2000), Information Technology Service Marketing Association (ITSMA) Foundations for Service Marketing Success (2000); ITSMA Annual E-Services Marketing Forum: Brand Awareness & Preference in Internet Economy (2000); ITSMA Certification (in progress) Service Marketing Professional (SMP); Infosphere Conference from Intellectual Capital: Migration to Infosphere (07/30/1998); Infosphere Conference: E-Commerce & Internet Shopping Behavior (10/06/1998); Infosphere Conference: E-Election & E-Campaigning (11/10/1998)

Training & Certifications 4

Writing for eLearning 12/07/12, Employee Development on a Shoestring: Developing Talent outside the Classroom 12/07/12, Seven Emotions Every Employer Wants, Every Employee Neethe "Next Level" Scott Elbin 12/05/12, Seven Powerful Thinking Styles 12/04/12, Brain-Based Learning Virtual Summit 12/4/12, Drive Change and Top-Notch Results by Strengthening Employee Motivation 12/03/12, Learning Tech: New A/V for Trainers 11/08/12, Lectora Virtual Training 11/07/12

Training & Certifications 5

BEST Webcast Series: Transformational Learning - Building A Learning Organization From The Ground Up 01/31/13, Be Better at Building Tomorrow's Leaders Today - MBTI Insights with Lominger 01/30/13, Transforming Training Outsourcing to an Award-winning Partnership 01/30/13, Informal Learning Webinar 01/24/13, 2013 Year of Performance Support: Breaking down Traditional Barriers 01/23/13, Finding Time to be a Leader 01/23/13, Learning Tech: New A/V for Trainers 01/10/13

Training & Certifications 6

Meaningful Mentoring 02/26/13, Introducing Lectora Version 11 02/27, ROI: Enabling your Learning Initativse to Connect to the Bottom Line 02/27/13, Top 3 things to look for when selecting a Learning Program Partner 02/26/13, how to build a Business Case for Formalization of Learning Analytics 02/26/13, Meaningful Mentoring 02/26/13, Employee Recognition 02/19/13, The Well-Connected Employee: 8 Networking Competencies That Lead to Career & Organizational Success 02/14/13, Learning Technologies: Top Trends in eLearning 02/14/13, Virtual Learning Environments Redefining the Training Experience 02/13/13, Put Personality Assessments to Work - Focus Energy Balance Indicator (FEBI) 02/12/13, Social Learning: Essential for 2013 and Beyond - a Case Study 02/07/13, Stop Wasting Money on Training 02/06/13, Conflict Management Skills + Practices for a More Engaged Workforce 02/05/13, eLearning Showcase: Articulate Presenter 02/01/13, eLearning Tools Showcses 02/01/13

Training & Certifications 7

Incorporating Ethics into Leadership Training 03/19/13, Leveraging Robust Secure Network for Student Success 03/19/13, To Sell Is Human 03/14/13, Deliver Excellent Training Every Time 03/13/13, Measuring Strategic, Visible, Costly Learning Programs 03/12/13, Managers Role in Onboarding 03/12/13, Mobile for Learning and Performance Support 03/11/13, LEAD: Soaring to Success with Elizabeth McCormick 03/07/13, Managers: Hiring for Attitude 03/7/13, Making elearning Stick 03/06/13, How to Design Training for Multiple Channels 03/06/13, L&D’s Influence on Performance Management 03/05/13, elearning Showcase: Lectora 03/01/13, Social Learning in the Federal Workspace 02/28/13

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