Digital Resume
Yolanda Y. Luna
Learning Lead · Instructional Designer · Sr. Digital Learning Developer
"I build e-Learning, and now I build faster with AI"
This digital resume was built by Yolanda Luna, with AI-assisted development by Claude. AI-generated images via ChatGPT. Zero templates used.
Objectives
What You Will Learn
This resume serves as a live project demonstrating how I structure information for learners and apply AI-assisted development to build functional products. I designed this HTML-driven resume to function exactly like a panel-based mini-course, with a sidebar that tracks progress through a completion ring, lesson checkmarks, and real LMS terminology throughout.
In Portfolio — Lesson 08, I've applied the same design principles to a modern, single-page scrolling course. Learn more about the Strategy Behind the Layout in Rationale — Lesson 09.
After reading this resume, you'll be able to:
- Identify my professional background and experience across recent roles
- Recognize my core skill set and key leadership achievements
- Analyze my hands-on development ability through functional, interactive portfolio work
- Evaluate the instructional design thinking and AI collaboration behind this resume's construction
Professional Profile
Who I Am
I build learning experiences that are both smart and visually engaging. A great course shouldn't just get results—it should look professional, clean, and effortless to navigate.
As an e-learning designer and developer with deep finance-industry experience, I have spent my career creating training for JPMorgan Chase and USAA. My background includes the last three years in a dual designer/developer role and 17 years as an instructional developer — 12 of those years also spent in QA/functional testing and LMS administration. I use SharePoint and Jira daily for project management, and I bring early-career foundational experience in operations support, retail management, and customer service.
Professional Experience
20+ Years Across Top-Tier Organizations
Select the job titles to expand and collapse a list of job responsibilities for each employer.
JPMorgan Chase
Learning Lead (Instructional Designer/Developer)
3 yrs 6 mos
- Designed and developed interactive e-Learning and microlearning end-to-end, including branching scenarios, simulations, and video-based experiences.
- Served as sole portfolio owner and developer for Salesforce training supporting Business Banking — built new courses and maintained existing ones after reviewing system update demos to assess training impact, prioritized and scheduled revisions against Production readiness, and published all new and updated materials to the internal Business Banking Library.
- Consulted with and interviewed business stakeholders and SMEs to clarify performance needs, recommend solutions, and translate complex information into clear, actionable learning experiences.
- Applied modern visual design, UX, and digital-marketing sensibilities, informed by contemporary content consumption and social-media-inspired formats.
- Leveraged generative AI tools to accelerate analysis, scripting, storyboarding, prototyping, and asset creation without sacrificing accuracy or sound judgment.
- Collaborated with learning peers to identify efficiencies, reusable components, templates, design patterns, and innovation opportunities.
- Worked in an agile, team-based environment, adapting to feedback and shifting priorities while maintaining brand alignment and accessibility across all learning products.
- Measured learning effectiveness using engagement data, feedback, and performance metrics; summarized insights and iterated solutions quarterly.
JPMorgan Chase
Sr. Digital Learning Developer
7 yrs 4 mos
- Developed interactive eLearning and microlearning end-to-end, including branching scenarios, simulations, and video-based experiences.
- Attended weekly management meetings to review and assign new projects among team members.
- Interviewed SMEs to clarify needs, recommend solutions, and translate complex information into clear, actionable learning experiences for web-based training courses.
- Collaborated closely with development teams to create complex interactive digital learning modules/games.
- In addition to my developer responsibilities, led a developer team of 10 to program and upload QuestionMark assessments to support CCB designers. Also led the same team of 10 to provide QA and Functional Testing support to CCB designers, by thoroughly testing courses prior to course deployments across UAT and Production environments.
JPMorgan Chase
Digital Learning Developer
2 yrs 2 mos
- Consulted/interviewed SMEs to build out web-based training courses as requested from storyboards or in meetings.
- Collaborated closely with development teams to create interactive digital learning assets and modules.
- Led a dev team of 4 to build and deliver 48 online courses with assessments within a strict four-week deadline.
- Served on the template creation team to create multiple Captivate templates to be used by CCB designers and developers.
Peyton Resource Group @ USAA
e-Learning Instructional Developer (Contract)
5 yrs 4 mos
- Built solutions using Flash, Captivate, ActionScript, Dreamweaver, and Adobe Creative Suite.
- Interviewed Instructional Designers to recommend solutions, and translate complex information into clear, actionable learning experiences.
- Supported 23 instructional designers building courses, animations & simulations.
- Designed reusable templates and modified XML/HTML for ongoing module updates.
Washington Mutual
Sr. e-Learning Instructional Designer
1 yr 7 mos
- Converted instructor-led training (ILT) into online courses for company-wide use.
- Developed enterprise training programs specifically for the Customer Care Call Center and New Hire groups.
- Served as the Siebel 7 Project Lead and managed system tasks as the LMS (Talent Builder) Administrator.
Galaxy Scientific Corp @ USAA
Multi-media Developer (Contract)
11 mos
- Collaborated with Instructional Designers to produce multi-media assets from storyboards; within a month, also began building full courses from storyboards.
Early Career & Foundational Experience
- · Legal Secretary / HR Research & Analysis Technician – USAA
- · Champus/Medicare Representative (Temporary Employee – 6 months) – USAA
- · Main Lobby Security Receptionist (Temporary Employee – 6 months) – USAA
- · Retail Manager – Foot Action
- · Salon Manager – Hair Crafters
These positions demonstrate:
- · Hiring
- · Customer Service
- · Interviewing
- · Coaching
- · Scheduling
- · People Management
Core Skills & Competencies
Experience Depth Across Key Disciplines
Strategy & Design
Delivery & Operations
Achievements & Recognition
Key Wins @ JPMorgan Chase
Chase Five Key Awards
Earned 22 "Chase Five Key Awards" for exceptional client service, ownership, and exceeding expectations.
Portfolio Owner
As a Learning Lead, served as portfolio owner and sole developer for Salesforce training supporting Bankers in the Business Banking division — built new courses and maintained existing ones after reviewing Salesforce system updates to assess training impacts, prioritized and scheduled revisions against Production readiness, and published all new and updated materials to the internal Business Banking Library.
CCB SME Mentorship & Support
On top of my regular duties as a Learning Lead, I served as the sole moderator for the MS Teams Captivate channel, providing ongoing troubleshooting and mentorship to Instructional Designers/Developers across the Consumer & Community Banking (CCB) division.
Leadership
As a Sr. Digital Developer (in addition to my core responsibilities), I led a developer team of 10 to program and upload QuestionMark assessments to support CCB designers. I also led the same team of 10 to provide QA and Functional Testing support to CCB designers, by thoroughly testing courses before they went live in the LMS.
As a Digital Learning Developer (in addition to my core responsibilities), I led a developer team of 4 to build and deliver 48 online courses (with assessments) within a strict four-week deadline.
LMS UAT Selection Testing
From a pool of roughly 75 employees enterprise-wide, I was selected twice for the new LMS rollout — once for Beta Testing and again for Operational Acceptance Testing. I spent three months on loan to the project before returning to my regular duties, where I then spearheaded my team's migration to the new system.
Education & Certificates
Formal Training and Continuous Learning
BFA in Communication Design (Minor in Business Administration)
Texas State University, San Marcos, TX · December 2004
AAS in Graphic Arts (Interactive Graphics)
San Antonio College, San Antonio, TX · May 2002
Google AI Professional Certificate
Google · Expected completion: July 31, 2026
Chase Academy Project Management Certificate
University of Texas at San Antonio (UTSA) · 2018
From Flash and ActionScript in the early 2000s to AI-driven content tools and LLM-based SCORM converters today, I've kept pace with two decades of change in this field — including two years of personal AI use and one year applying it professionally.
Portfolio
One Work Sample Live — Next One In Progress
My portfolio includes this digital resume and two workplace courses: "Should You Call That Meeting?" (available below) and "Dealing with Difficult Customers Using the HEAT Model" (in progress). Since my actual work at JPMorgan Chase and USAA was proprietary, I built these around universal workplace topics instead.
"Should You Call That Meeting?"
Interactive Mini-Course
An interactive course on meeting decisions. This course walks through how to tell when a meeting is the right call, how to plan it, and what to do when it isn't. This was built as a self-contained HTML scrolling page with a live progress tracker showing completion as the learner scrolls.
Project Overview
- Tool: Custom HTML5 / JavaScript
- Audience: Corporate professionals and team leads who schedule or attend meetings
- Duration: ~10 minutes
Learning Objectives
By the end of this course, learners will be able to:
- Calculate the total annual time cost of a recurring meeting based on its length and frequency using the Meeting Multiplier tool
- Analyze how a rescheduled meeting can create a conflict on someone else's calendar
- Apply the three-question test to determine whether a workplace situation requires a meeting or a message
- Categorize a meeting's purpose into the correct meeting type — status update, decision, brainstorm, or 1:1
- Evaluate real scenarios and decide whether the right call was a meeting or a message
- Choose the appropriate response strategy to decline an unnecessary or conflicting meeting invitation while maintaining professional relationships
- Utilize the pre-meeting checklist to verify that a proposed meeting meets all five criteria before sending the invitation
Dealing with Difficult Customers Using the HEAT Model
Coming SoonA custom-coded HTML5 interactive scenario for frontline new hire customer service reps, banking/tech support employees. This real-time branching simulation forces learners to use the HEAT framework to defuse intense customer conflicts and choose language that de-escalates tension under pressure.
Project Overview
- Tool: Custom HTML5 / JavaScript Simulation
- Audience: Frontline new hire customer service reps, banking/tech support employees handling high-volume customer issues
- Duration: 10–15 minutes
Learning Objectives
By the end of this scenario, learners will be able to:
- Apply the HEAT framework — Hear, Empathize, Apologize, Take Action — to de-escalate an angry customer
- Identify language that escalates vs. de-escalates customer frustration
- Select appropriate solutions under time pressure
- Demonstrate completion of a branching scenario with positive customer resolution
Design Rationale
The Strategy Behind the Layout
This resume is built on the same principles I use in learning experience design: purpose-driven objectives, chunking and visual signaling so it's easy to scan, and non-linear navigation that lets you choose your own path instead of forcing one. It's also built to be accessible — to work for everyone, not just some. The course "Should You Call That Meeting?" carries those same principles further — it includes scenarios instead of just listing content, and gives formative feedback right away instead of waiting until the end. And where AI helped with the build, I say so honestly, the same transparency I'd expect from any collaborator.
Select each Design Principle for details.
Purpose-Driven Design / The Why
Why the learner needs this
Why the learner should care
Why this solution
Effective learning starts with purpose. I use a mix of ADDIE and SAM: ADDIE's Analysis to diagnose the problem and scope the course, then SAM's iterative build cycle, then back to ADDIE to Implement and Evaluate. That diagnosis starts with the learner — their environment, constraints, and what's actually getting in their way — and often reveals that a lot of performance problems aren't training problems at all; sometimes a quick communication or job aid solves it faster and better than a course would. If learners can't see what's in it for them, no amount of good design will make them engage. Understanding the "why" ensures the final experience is meaningful and effective.
Accessibility / Universal Design for Learning
Accessibility is a requirement — courses need to work for everyone. This resume and "Should You Call That Meeting?" feature:
- Real Keyboard Support: Includes a functional skip link, visible focus states, and a tab order that actually makes sense.
- Screen Reader Optimization: Provides descriptive alt text on every image and clear labels for anything a screen reader would otherwise skip past.
Bloom's Taxonomy / Measurable Objectives
Vague objectives lead to vague courses. In this resume and "Should You Call That Meeting?", every learning objective uses a specific, observable verb — apply, evaluate, choose — instead of soft language like "understand" or "know."
Storytelling / Learner Engagement
Information alone isn't enough — when applicable, I use stories to create connection and retention. Storytelling enhances engagement and allows me to make learning experiences more memorable and meaningful for the user.
Microlearning / Content Chunking
I chunk content into short, focused pieces — such as microlearning videos or quick-reference steps — so my learners can stay engaged and access exactly what they need, when they need it.
Learner Autonomy / Non-Linear Navigation
The navigation menu in this digital resume lets you jump straight to what matters most to you — skills first or experience first — instead of forcing a linear path through my background. I design self-paced courses the same way, so learners can focus on what they need, unless it's a compliance or regulatory course that requires forced navigation.
Pacing Cues / Visual Progress
Progress indicators and completion states help learners manage their time and pace themselves through the content, while also adding visual polish to the interface.
Cognitive Load / Visual Signaling
I try not to make people work to find what matters. In "Should You Call That Meeting?", bold text, color, and consistent icons point to the key term, phrase, or the one decision that actually counts, instead of leaving everything the same visual weight and making the learner guess what's important.
Formative Feedback / Scenario-Based Activities
Waiting until the end of a course to find out you got something wrong doesn't teach you much. In the scenario-based activities for "Should You Call That Meeting?", every choice gets a response right away — not just "correct" or "incorrect," but why — so the reasoning sticks, not just the answer.
Instructional Graphics / Scannable Data
Lesson 05 shows a square-based experience legend where each square ≈ 3 years for Strategy & Design and Delivery & Operations. A square-based legend turns "years of experience" into something scannable at a glance, instead of a sentence you have to stop and read.
Information Layering / Accordion Panels
The use of accordion toggles keeps the page scannable while still giving you a full description on demand — the same content-layering pattern I build into branching scenarios so learners aren't hit with everything up front.
Process Transparency / Workflow Collaboration
Using AI in instructional design is trending. I credited Claude in the hero section of this resume and in the course "Should You Call That Meeting?" to be transparent about my process. While I enjoy integrating AI tools into my ID workflow to rapidly generate first drafts, I always verify the output for accuracy. This sometimes results in my needing to handle HTML/CSS formatting and editing, and rewrite and restructure content to keep it aligned with adult learning and design principles. But it's still faster than building it the traditional way, pre-AI.