JASON KANTER cell: 425-830-1561 | home: 425-562-4127 | Page 2
14847 NE 14th Street
Bellevue, WA 98007
cell: 425-830-1561
home: 425-562-4127
Jason Kanter
Senior Learning Consultant / Content Manager
customer-facing readiness training for technical sales and service consultants
instructional design of technical training and IP content documentation
online knowledge testing, feedback, reinforcement & metrics
Overview
Supports strategic business goals by developing learning solutions. Performs needs assessment; designs and delivers training, tools and documentation for skills, knowledge enhancement and process improvement; “translates” between development, service, marketing, sales, consulting, legal. Masters degrees in Education and Psychology.
Learning Architect with over 20 years’ training and documentation experience, who has crafted innovative learning strategies and training interventions for 60+ clients by:
· Rapid instructional design, shortening time to performance improvement and increasing return on training investment
· Aligning sales and service strategies through creating integrated sales-service learning experiences, improving the customer experience
· Building interactive learning experiences through games, tools, and web-based training, increasing learner engagement, product fluency, and retention
· Measuring training effectiveness through knowledge testing and performance-based coaching tools, increasing responsiveness to business needs
Experience
Learning Consultant – Sakson & Taylor, Seattle, WA - Consulting contracts (Apr 2005 – present)
· Microsoft Industry Solutions Group: Operations Excellence IP Content Manager (Apr 2007 – Jul 2008)
Edited, updated and managed 700+ documents to support readiness of sales, engagement planning, operations consultants and technology SMEs delivering Service Level Management, Desired Configuration Management, Proactive Monitoring, Risk Assessment Programs, and related offerings. Used Infoweb Knowledge Center Publisher, Arsenal, SharePoint Designer and DHTML to create and publish 20 dynamic Service Line Offering web pages. Feedback: “I really appreciate the great turnaround times and responses. It makes my job easier for sure ... I want to thank you for feeling as strongly about quality, accuracy, and meeting legal requirements, as we do with your content. You have been tireless in your efforts to identify and resolve content issues, in partnership with us ... Thanks for all of your hard work on the RAP sites.. They are a work of art!!”
· Microsoft SMSG/Readiness: Operations Excellence Instructional Designer (Nov 2005 – Apr 2007)
Developed and maintained 5-day accreditation training workshop and knowledge testing for Microsoft Operations Consultants, certifying them to deliver Service Level Management, Desired Configuration Management, and Proactive Monitoring consulting offerings to client IT departments. Highly interactive workshop, with online prework, online knowledge test, intense consulting skills practice, and online follow-up. Trained the trainers. Feedback: “Great course. It was well put together, well facilitated and provided the results that I was really not expecting.”
· Fluke Networks: Network Analysis Instructional Designer (Aug-Nov 2005)
Designed and developed 5-day hands-on Network Analysis workshop for network engineers using Fluke’s OptiView Network Analysis Suite (Integrated Network Analyzer, Protocol Expert). Powerpoint, FrameMaker, Camtasia/Flash animations.
· Microsoft: HR On-Boarding Program Manager (Apr-Jun 2005)
PM and key member of the global HR Onboarding project team, with responsibility for learning architecture, content development, pilot design, and programmatic alignment with the overall MS NEO framework and HR learning & development curriculum. Conducted focus groups and Consensus survey, analyzed best practices, established course evaluation guidelines, developed SharePoint site, online HRWeb reference tool, classroom modules, and manager guidelines.
Vice President & Training Delivery Mgr – Washington Mutual Bank, Learning & Performance Development (2002-2004)
Washington Mutual Bank, Consumer Loan Servicing Call Center, Seattle, WA
Position eliminated when call center was moved to Florida in 2004.
Managed a training design, delivery and documentation team of 12 FTE and up to 6 contingent staff, and a departmental budget of $800,000.
· Managed redesign and delivery of 5-week new-hire training; developed online knowledge assessment; shortened time-to-performance; improved cross-departmental communication with monthly panel discussion/seminar; integrated new-hire training with first-level coaching training; designed the divisional Leadership Certification process.
· Managed overall training design and delivery for a massive Loan Servicing system conversion, which changed 400 people’s jobs overnight. This effort involved 1800 pages of technical writing, a rapid prototyping instructional design effort, online simulation, teaming with Operational Excellence (six sigma) process improvement, and running six classrooms 24 hours a day for 3 weeks.
· Trained Trainers and Instructional Designers in mind-mapping, instructional design, and training techniques using a core set of 24 observable behaviors as the metric for trainer/designer excellence.
· Hired and managed vendors and contingent staff to handle peak periods.
Instructional Designer – Microsoft, MSN Internet Access (2000-2001)
The Write Stuff agency contract, Seattle, WA
Developed web-based customer service training, technical support training, troubleshooting tools, design templates, and online technical knowledge testing system for 16 global MSN call centers. Tool-based training shortened rollout time by 75% relative to document-based training.
Training & Development Consultant (Freelance) – Multiple clients (1986-2005)
dba RollingBall.com (own company), Bellevue, WA
Provided training design, development and consulting expertise to corporations and training firms, with particular emphasis on sales, service, and management training, and user documentation.
· Lead Designer on 70+ training projects. Clients included GE Medical Systems, Holden Corporation, Vital Learning, Kenexa, Cordis, Barclays Global Investors, McGraw-Hill, Burroughs/Unisys, Chase, EDS, GlaxoWellcome, Parke-Davis, Safeco, AT&T, and more.
· Curriculum architect for product lines Excellence in Service and Next Generation Selling (Kenexa), Customer-Oriented Selling (Vital Learning), and PowerBase Selling and ValuBase Selling (Holden Corporation).
· Designed field service training around a core “customer service transaction” model, resulting in impoved customer-facing skills, higher customer satisfaction, and increased sales of supplies by service personnel. (Burroughs, Siemens)
· Developed suites of follow-up meeting materials for sales and service managers to continue the learning process and reinforce key skills, increasing skills transfer and common language . (Kenexa, Siemens, Burroughs)
· Developed Excel-based Sales Opportunity Analysis tools and sales/service skills coaching tools. Improved leverage of both classroom time and managers’ coaching time; increased market share, impacted coaching effectiveness as perceived by both managers and coachees, and established a common language throughout client organizations. (GlaxoWellcome, Holden)
Education | Training | Awards | Publications | Technology
BA Social Relations, cum laude, Harvard University (1970)
MA Education, Adelphi University (1973)
MA Psychology, University of Dallas (1979)
Training Completed “Leading with Emotional Intelligence,” American Management Association (2003)
Awards “Award of Merit” (Microsoft Interactive TV), Society for Technical Communication (1996)
“Outstanding Instructional Product or Intervention” (Burroughs), National Society for Performance & Instruction (ISPI) (1986)
Published “User Guides for CD-ROM: The Essentials of Good Print Documentation,” CD-ROM Professional (1992)
Technology “Power user: ” Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Project, Access, SharePoint Designer, Visio). Mac user since February 1984. Built project deliverables with SharePoint, Consensus, Camtasia, Arsenal, SharePoint Designer, PageMaker, FrameMaker, VBA, DHTML, FrontPage, DreamWeaver, Acrobat, PhotoShop, Visio. Managed a web author, e-learning designer, and Flash developer; built e-learning website for Washington Mutual call center.
Client List
Developed training or documentation for:
JASON KANTER cell: 425-830-1561 | home: 425-562-4127 | Page 2
ACM Press
AT&T
Avalon Clinic
Baker & Company
Bank Administration Institute
Barclays Global Investors
BSQUARE
Burroughs/Unisys
Business Week
Captaris
Chase
CobaltGroup
Cordis
Derwent Direct
EDS
Embassy Suites
Exxon
Fluke Networks
Forum Corporation
GE Medical Systems
General Motors
GlaxoWellcome
Grolier Multimedia Encyclopedia
Hewlett-Packard
Holden Corporation
IBM
JCPenney
Kelly Assisted Living
Kenexa
McGraw-Hill Training Systems
Microsoft HR
Microsoft Interactive TV
Microsoft MSN
Microsoft Industry Solutions Group
Microsoft SMSG Readiness
National Westminster Bank
NEC
Office Depot
Omega Performance Corporation
Parke-Davis
Pitney-Bowes
Primary Source Media
Research Publications International
Safeco
Sales Development Associates
SDA Corporation
Sherwin Williams
Siemens Medical Systems
Signet Bank
Tenneco
Texas Instruments
The Executive Conversation
The Forum Corporation
Toshiba
TRATEC
ViewMaster Ideal
Vital Learning
VWR
Washington Mutual
Wesley-Jessen
Xerox Office Products Division
JASON KANTER cell: 425-830-1561 | home: 425-562-4127 | Page 2
Key Project List
Programs include:
JASON KANTER cell: 425-830-1561 | home: 425-562-4127 | Page 2
Burroughs: Professional Customer Service
Chase: Understanding the International Customer
Coaching for Improved Sales Performance
Conducting Effective Sales Meetings
EDS: Managing Strategic Value Selling
Fluke: Network Analysis
GE: Coaching Service Value
GE: Coaching Value
GE: Positioning Service Value
GE: Selling Value
GlaxoWellcome: Coaching 36 Selling Behaviors
GM: The Experienced Supervisor
Holden: Power Base Selling
Holden: ValuBase Selling
IBM: Introduction to Business Dynamics
Kenexa: Interactive Service Meetings
Kenexa: Next Generation Selling
McGraw-Hill: Managing Sales Performance
McGraw-Hill: Selling Financial Services
Microsoft SMSG-ISG: Installing the “Desired Configuration Monitoring” Consulting Engagement
Microsoft SMSG-ISG: Installing the “Proactive Monitoring” Consulting Engagement
Microsoft SMSG-ISG: Installing the “Service Level Management” Consulting Engagement
Parke-Davis: Results-Oriented Selling Skills
Safeco: Focus on Performance
Selling to Financial Decision Makers
Siemens: Excellence in Service
Siemens: Managing Excellence in Service
Texas Instruments: Dealer Selling Skills
Vital Learning: Customer-Oriented Selling
WaMu: Elements of Great Service
WaMu: Mentoring for Metrics
JASON KANTER cell: 425-830-1561 | home: 425-562-4127 | Page 2
Trivia
Alumnus interviewer for applicants to Harvard.
Piano tuner; member, Piano Technicians Guild, since 1971.
Pianist. Studied jazz piano at Juilliard during high school.
Spotlight operator at Woodstock.
Climbed Mt. Kilimanjaro twice.