Oirana Portfolio

Oirana Urdaneta

Portfolio

Computer Technician

About me

I have more than 8 years of banking experience and 2 years of experience in instructional design for money transfer companies. During my banking career, I have gained extensive knowledge in various areas, such as customer service and financial analysis.

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Experience

Barri Financial Group

Instruccional Designer

Sep 2022 - Present

• Create supporting material/media (audio, video, simulations, role-plays, games etc.)
• Creating an engaging eLearning activities and compelling course content.
• Support in creating, implementing, and maintaining updated training materials.
• Apply tested instructional design theories, practice and methods.

• Completed Projects
• ✓ Training for new call center hires with gamification
• ✓ Legal compliance training (Annual Security Awareness 2023)
• ✓ Training for new first and second level technical support employees
• ✓ Training for sales associates in money transfer stores (gamified
• ✓ Vishing Training
• ✓ Fraud Training
• ✓ UKG Training

Completed Projects

Call Center Trainer (Barri Financial Group)

Call Center Associate (Barri Financial Group)

Feb 2022 - Sep 2022

Sep 2021- Feb 2022

Other Work Experinces

Movistar

Banesco Universal Bank

Mercantil Bank

Small Business Specialist

Customer Services Representative

Relationship Manager

Apr 2004 - Oct 2009

Aug 2004 - Jan 2009

Jan 2017 - Jan 2018

Skills

Education

Languages

Software & Tools

Profession

• Adobe Creative Cloud
• Camtasia
• Animaker
• Canva
• Genially
• Kahoot
• Quizzes
• Administrative Skills
• Advanced computer knowledge
• Banking System Management skills
• Customer portfolios
• Credit Analysis
• Personnel management
• Teamwork
• Adobe captive - Storyline 360
• Jira -Trello

• English
• Spanish - Native

• Bachelor's degree in computer science

Graduated 2006

Learning Theories

• ADDIE
• SAM
• Design thinking
• Gamification
• Storytelling

Courses

• 2005 / We are all Clients / preparation for the service of external and internal customers
• 2008 / Proactive Sales Management / Persuade and negotiate the sale of a product or service
• 2021 / Handling Abusive Customers
• 2021/ Call Control Strategies
• 2021 / AML Policy and Procedures
• 2021 / FSC – Electronic funds transfer law – regulation e/ Oncourse Learning Financial Services
• 2022/Gamification/ Barri Financial Group

LMS's

• Moodle
• UKG
• ADP

Projects DevelopedBarri Financial Group/ Call Center

I faced the challenge of creating new training modules to describe the mission, vision, and location of Barri Company. The existing material was outdated and lacked effective methods. I conducted thorough research on the company and designed updated modules with innovative approaches, achieving clear communication and cohesion throughout the organization. It was gratifying to contribute to the company's growth and success.

Interactive menu design

Recording Interviews

Projects DevelopedBarri Financial Group/ Call Center

I was entrusted with the complete project, which involved creating 7 modules of company knowledge. Over a period of 3 months, I utilized Adobe Creative Cloud and Camtasia tools to design, narrate, and record videos. The final deliverables were exported in SCORM format for seamless integration into UKG, ensuring accessibility for all employees.

Narrative beings

Interactive menu design

Interactive menu design

+info

Projects DevelopedBarri Financial Group/ Call Center

Production and editing of explanatory videos

The following video aims to familiarize Spanish-speaking users with the location of our corporate offices. Created using Camtasia, it provides a tour of the corporate facilities and its various departments.

Projects DevelopedBarri Financial Group/ Boot Camp

Gamification Boot Camp

I was tasked with conducting a boot camp for my colleagues, during which I explained the process of creating gamified projects. I developed a game and subsequently provided detailed instruction on the techniques and programming using the Adobe Captivate software.

Simulation SoftwareProjects Developed Barri Financial Group/ IT

I have been assigned the programming of the Barri Technology Department's project, based on the SAM methodology. One of the notable aspects of this project is its practicality, as I developed simulation software for users to interact with and prepare before starting their job.

HR Department Manuals

Job termination guide, explains each step on the ukg platform

Process of how to apply for pto

Process Manuals for Supervisors and employees

How to access the employee attendance sheet.

Federal tax filing.

Projects in Spanish for the company's entry level employees

The impact of Communication

Conflict Resolution

Teamwork

12 Leadership Principles.

Golden Rules in Customer Service.

Emotional Intelligence.

Design and maintenance of Sharepoint in human resources

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"Design is not just what it looks like and feels like. Design is how it works." -Steve Jobs