Eastlake, Ohio, United States
I love to learn and share my knowledge with others ('knowledge seeking, knowledge sharing') by leveraging my experience, passion, and tech-savvy mindset. I am passionate about learning as part of my drive towards continuous improvement for my team, my peers, and myself. As a mentor, I take great pleasure in leading others toward finding their personal best through in-person, remote, and blended learning solutions by challenging them to achieve success on their paths for professional and personal growth. I have enjoyed steadily expanding roles related to customer training, training group management and strategic expansion, employee learning, and development, as well as developing blended learning solutions both in written form and via curated online course content and LMS-enabled systems. My strengths include excellent written and verbal communication skills and the ability to develop effective working relationships at all levels of an organization. I am often recognized as a creative problem solver who consistently delivers outstanding solutions and customer outcomes. I can align, lead, and expand training-focused teams: -Expanded training team from 2 to 8 people over 3 years to cover additional product offerings -Currently lead 3 supervisor direct reports each with distinct groups supporting technical engineers covering 3 product families that encompass 15 product lines for hardware and software (SaaS) -Proficient in achieving success in global, matrixed environments with others located, in-person and remotely -Developed faster methods to increase content creation by 25% for new content creation through focused, purposeful collaborations -Identify training gaps and create highly effective training specific to the learner's needs I can analyze, design, develop, implement, and launch small and large-scale training programs for customers and employees: -Created and launched a recertification training program for 400 employees over three months -Consistently met or exceeded training revenue goals ($200K+) for three years in a row -Organized, advertised, launched, and evaluated 5 regional training programs for customers annually -Consistently met or exceeded required cost margins for training team travel to stay on budget and above 40% margin I enjoy meeting new people and always aim to support others through my dedicated approach to helping customers and employees learn to achieve their business goals. Feel free to reach out to me to network about new trends in training and adult learning, leadership development, or your favorite football team.
•Led and aligned three supervisor direct reports that lead distinct groups supporting technical engineers covering 3 product families that encompass 15 product lines for hardware and software (SaaS) •Developed accelerated process to decrease onboarding timeline by 30% •Coaching and development of individual support engineers and supervisors to drive consistency, technical knowledge, and employee effectiveness to achieve success within individual and team KPIs. •Support team included domestic, international, remote, and in-person members •Implemented operational strategies to decrease overall team backlog by 50% •Developed and implemented SOPs for team and individual performance reviews and mentoring sessions to improve employee retention rates by 25% over the past 18 months •Recurring group and one-on-one meetings to review individual and team metrics to reinforce customer service standards, metrics, and overall customer service vision to maintain technical group and company SOPs •Support team achieved or exceeded response (95%) and resolution (70%) SLAs for the past 18 months •Average CSAT score of 4.5/5 and average NPS score of 50 for past18 months
•Led, aligned, and developed cross-functional training and technical writing groups with up to eight technical trainers and three technical writers •Collaborated with various product and process subject matter experts, course designers, technical trainers, and technical writers to create, curate, launch, and maintain 50+ technical training programs grounded in effective learning methodologies for customers and employees on hardware and software products •Created and launched a recertification training program for 400 employees •Consistently met or exceeded training revenue goals ($200K+) for three years in a row •Organized, advertised, launched, and evaluated 5 regional training programs for customers annually •Consistently met or exceeded required cost margins for training team travel to stay on budget and above 40% margin •Leveraged Qualtrics to gather, analyze, and report training feedback and metrics •Team average learner satisfaction score of 4.6/5 for 2019 to 2023
•Led and developed a team of four technical trainers to ensure accurate and complete technical training delivered to both customers and employees virtually and in-person •Administered a company-wide, and customer-accessible, LMS system to provide additional resources for on-demand, just-in-time training for multiple products. •LMS used by over 900 employees in multiple countries and includes content made available in multiple languages for compliance, safety, and development process needs. LMS is used by over 600 customers for new hires and product refresher training. •Advanced LMS user and administrator, used Litmos to launch and maintain online content for multiple product lines via interactive, self-guided courses including knowledge assessment and hands-on try-it sections •Expanded team from two trainers to four to cover additional product lines and team responsibilities •Leveraged CVENT event planning and registration tool for local, regional, and larger training event planning, marketing, and registration processes •Team average learner satisfaction score of 4.3/5 for 2016 to 2017
•Documented best practices, SaaS monitoring and response procedures, and integrated process improvements •Led internal projects for server and data migrations, data center change outs, and cross-functional customer team updates
•Delivered a monthly average of 120 hours of virtual and in-person combined internal and external training •Developed 12 online courses for self-service, supplemental, and new hire training using Camtasia •Led 60 different data migration projects for new customers moving to new software to retain their existing data •Provided email, phone, and service desk customer support for high-volume how-to requests