Susan McDonald Osborn

About Susan McDonald Osborn

Susan McDonald Osborn is the founder and president of the Spokane Helpers Network, a 501(c)(3) charitable organization. The network\'s mission is to provide \"necessities for our neighbors.\" An all-volunteer non-profit, Spokane Helpers Network seeks to ensure that all Spokane low-income households have food and hygiene items. We do this by sharing information on free resources with low-income households on our Facebook group, Help Yourself! Further, we provide free essentials directly to struggling individuals and families who cannot access resources due to mobility limitations, lack of transportation, and other circumstances. We deliver free Meal Kits, Hygiene Kits, toilet paper, and feminine hygiene products to housed people in Airway Heights, Mead, Spokane, and Spokane Valley.Before Retirement:Susan McDonald Osborn is an accomplished learning strategist with demonstrated leadership and management skills. She conducts assessments of learning functions for government and private sector clients, then recommends interventions in the areas of people, process, and technology. Trained as an ISD, Susan is experienced in needs assessment, design, development, and implementation of human performance improvement solutions. Susan has extensive design experience for Web-Based Training (synchronous and asynchronous), Instructor-Led Training, Job Aids, as well as non-training performance improvement solutions. Susan has more than fifteen years of customer-centric program management experience in the training industry. She was awarded the ASTD Excellence in Practice Award for her leadership on a re-engineering of new hire training for a financial services call center. Susan is known for her call center experience in development of learning strategy and training products, as well as call center training operations.Specialties: Learning Strategy DevelopmentProgram Management Training Program AssessmentsDesign of Training CurriculaVirtual Classroom Design and DeliveryCall Center Learning Strategy & Curriculum DesignCall Center Training Operations

Experience

1. Laurus Design, Llc

   Jun 2007 — Present · US

   Now retired, Susan was the owner of Laurus Design, a training consultancy that architected performance improvement solutions. Specialties: contact center training, learning strategy development, training program management, instructional design, training operations - blended learning, virtual classroom training design & delivery. Expert in design of virtual classroom training in Adobe Connect Professional.

Education

• University of Mary Washington

  Latin American Studies, Spanish Language

  1972 — 1975

• Longwood University

  Transferred, General Studies (freshman year)

  1971 — 1972

• Marymount University

  M.A., Human Resource Development

  1989 — 1991

Skills

• Call Center
• Organizational Learning
• Employee Training
• Instructional Technology
• Learning Strategy Development
• Adult Learning Theory
• Program Management
• Distance Learning
• Virtual Instructor-Led Training
• Curriculum Development
• Call Centers
• Instructional Design
• Contact Center Training
• Contact Center Consulting
• Learning Strategy
• Training Delivery
• Instructor-Led Training
• Virtual Training
• Addie
• Technical Training
• Staff Development
• Webinars
• Ilt
• Performance Consulting
• Curriculum Design
• Project Management
• Content Development
• Performance Improvement
• Contact Centers
• Training Needs Analysis
• Blended Learning
• Adobe Connect
• Learning Management
• Online Training
• Training
• Job Aids
• Learning & Development Solutions
• Call Center Training
• Needs Analysis
• Human Performance