L Y N D S AY J E N N E T T E L E W I S
221 Lyon Street North | Ottawa, ON, K1R 7X5 |- |-
PROFILE
• Accomplished Instructional Designer with recent experience developing a customer-facing video
training course for a SaaS research platform.
• Demonstrated ability to work independently while delivering high quality projects under tight
deadlines.
• Able to collaborate and communicate cross-functionally with peers and external customers at all
levels.
• Proven success in maintaining efficient and thorough processes to ensure customer retention and
satisfaction.
SKILLS
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Course Design
Project Coordination
Implementation Management
Technical Documentation
Asana
Screenflow, Camtasia
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Screencast Video Production
E-Learning Best Practices
Customer Service Troubleshooting
Leadership & Communication
Microsoft Office, iWork and
Google Drive
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Detail Oriented
Planning & Organization
Strategic Planning
Slack
Skype
Training Video Voice Actor
PROFESSIONAL EXPERIENCE
RAMIUS, OTTAWA ON
2010 - 2015
ONLINE TRAINING CONSULTANT (OCTOBER 2015 - DECEMBER 2015)
• Re-designed product training for online qualitative research platform Recollective, by applying
curriculum development knowledge and utilizing ADDIE development framework. Training
program improved from four lengthy one-on-one training sessions to 16 shorter pre-recorded
lessons, resulting in an enhanced learning experience for customers and increased productivity
for Implementation Consultants.
• Utilized Screenflow screencasting software to record and edit 85 training videos - approximately
2.5 hours of instruction.
• Outlined required components for a searchable knowledge base for customer support, covering
product functionality, popular use cases, and FAQs.
LEAD IMPLEMENTATION CONSULTANT & TRAINING SPECIALIST (MARCH 2012 - OCTOBER 2015)
• Supported and trained customers in the design, setup and management of online research
communities using Recollective.
• Led a team of junior Implementation Consultants toward effective customer service, product
knowledge, and daily performance.
• Developed the implementation process and service standards used by all Implementation
Consultants.
• Managed software implementation for 400+ research communities; up to 45 at one time.
• Collaborated with research professionals to strategize the technical aspects of discussion guide
development and implementation to best meet project objectives.
• Provided customer support by responding to ad-hoc requests, corresponding with team
members when technical issues arose and actively anticipating and resolving project issues,
resulting in increased user adoption and satisfaction.
• Authored technical documentation to support various types of users.
• Utilized Salesforce to obtain client information, update accounts, and create contracts.
• Influenced product development and UX design by collaborating with the product manager on
observed usage, common misunderstandings, and direct customer feedback.
TRAINING SPECIALIST & WEARER OF MULTIPLE ‘HATS’ (MARCH 2011 - MARCH 2012)
• Developed training videos and documentation to support customer training for social networking
platform Sixent.
• Authored blog articles and email newsletters to support software updates by communicating
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technical revisions and usage best practices.
Applied knowledge in online marketing including SEO, email marketing, and Google Adwords to
support branding objectives.
Sourced research industry leads for Sales professionals to establish initial customer base.
Conducted competitor research and tracking when entering a new industry.
Completed light bookkeeping duties including tracking accounts receivable/payable, and making
bank deposits.
Acted as office manager to ensure office supplies were stocked, equipment repairs organized,
and anything else that needed to be completed was.
SCOTIABANK, EXETER ON
2003
CUSTOMER SERVICE REPRESENTATIVE (PART TIME) (JUNE 2003 - SEPTEMBER 2003)
• Assisted clients with personal banking and used knowledge gained through the completion of
various training courses concerning banking, customer service and products, to advise them on
different options related to their accounts and finances.
• Gained proficiency in navigating computer programs related to personal banking.
MARY CULL BARRISTER AND SOLICITOR, GODERICH ON
2002
ADMINISTRATIVE ASSISTANT (INTERNSHIP) (JANUARY 2002 - SEPTEMBER 2002)
• Gained exposure to a variety of legal areas including Real Estate, Criminal, Estate Planning, and
Family Law.
• Contributed to the overall running of the firm by filing, completing preliminary work with potential
clients, opening files, preparing forms, drafting contracts, organizing the scheduling of
appointments, and the proper closing of past cases.
• Communicated with clients and relevant professionals gathering pertinent information.
EDUCATION
Certified Associate in Project Management - Project Management Institute, ongoing (expected
completion April 2016)
BACHELOR OF EDUCATION - University of Ottawa, 2010
BACHELOR OF SOCIAL SCIENCES - University of Ottawa, 2006
PROFESSIONAL DEVELOPMENT
B. ED PRACTICUM PLACEMENTS
D. ROY KENNEDY PUBLIC SCHOOL, OTTAWA ON (NOVEMBER 2009 - DECEMBER 2009)
HERITAGE PUBLIC SCHOOL, NAVAN ON (APRIL 2010 - MAY 2010)
• Developed lesson and unit plans used to educate primary and junior students in the areas of
math, science, literacy, phys. ed, social sciences and the arts, according to ministry standards.
PERSONAL INTERESTS
• TRAVELLING - During downtime I enjoy travelling the world, exploring new locations and learning
about new cultures. Since catching the travel bug as a teenager I have extensively travelled to
30+ countries, and have experience living, studying and working abroad.
• FOODIE - Whether at a restaurant or experimenting in my kitchen, I’m an equal opportunist when it
comes to food - I’ll try it all! As a chef’s daughter my formative years were spent learning the
basics, and since then I’ve honed my skills while collecting almost every kitchen tool invented.
Also, a decade of bartending has given me an appreciation for a properly mixed cocktail and fine
glass of wine. Friends, family and coworkers are my constant guinea pigs - and are (almost)
always satisfied.
• ANGLOPHILE & ARMCHAIR HISTORIAN - I have an avid interest in all things British, with a focus on
Medieval and Tudor history. My (very indulgent) husband and I recently visited many important
sites related to the War of the Roses and Tudor royals in England and Wales. A few years ago I
became a proud dual-citizen of Britain and Canada.
