Resume

Strategic Learning & Development professional with 20+ years of experience designing, developing, and delivering impactful learning solutions across diverse industries. Skilled in leading teams, managing complex training initiatives, and partnering with stakeholders to create engaging, learner-centered experiences that drive performance and business outcomes.

Experienced in leveraging emerging learning technologies, instructional design methodologies, and Learning Management Systems (LMS) to build scalable training programs. Known for combining creativity, technology, and data-driven approaches to deliver high-quality learning experiences for both internal and external audiences.

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  • • Developed and launched a comprehensive LMS library with 40+ courses.

    • Maintained an average course completion rate of 96%, resulting in a 38% reduction in customer support tickets via self-service training.

    • Streamlined onboarding by fully automating the process, resulting in a 100% reduction in manual onboarding tasks.

    • Oversight and development of Administrator Certification exam, utilizing LMS to increase product adoption and customer engagement.

    • Orchestrated and implemented a comprehensive training program for 500+ employees across four training facilities; facilitated 12-14 instructor-led training sessions weekly for seven + years.

    • Achieved successful training outcomes for 200+ instructors with 100+ trainers directly reporting, ensuring rigorous compliance with state and federal regulations.

  • • Customer & Employee Training Development
    • Education Program Management
    •E-Learning Development and Design
    • Instructional Design
    • Learning Management System (LMS) Administration
    • Stakeholder Management
    • Technical Training
    • Training Delivery (ILT, VILT, Blended)
    • Train the Trainer

  • Instructional Design: Adobe Captivate, Articulate 360, Biteable, Camtasia, Canva, Speechelo, Veed, Vimeo.
    Learning Management Systems (LMS): Skilljar, Blackboard, Bridge.

    Project Management: Atlassian JIRA and Confluence, MS Project, Notion.

    Communication: Google Meets, Intercom, Salesforce (SFDC), Slack, WebEx, Zoom.

  • B.S. Business in Project Management - Magna Cum Laude, Capella University 2019

  • • Project Management Professional (PMP) PMI Certification
    • Foundations in Customer Education Skilljar
    • Certified Professional Basic Skilljar
    • Inclusive Instructional Design LinkedIn
    • Camtasia 2021 Explorer
    • Zenefits Certified Trainer
    • Zenefits Certified Essential Administrator

Work Experience

Dumpling

Seattle, WA
10/2020 to 06/2023

Learning & Development Specialist

    • Designed and developed 40+ education/training projects, ensuring widespread product adoption by 500+ users.

    • LMS Admin- Skilljar

  • • Maintained a 96% completion rate for online courses by developing a personalized learning experience tailored for mobile users.

    • Improved the onboarding process through LMS, boosting efficiency, reducing support tickets, and achieving full automation of onboarding activities within just 30 days of LMS deployment.

    • Managed Customer Recognition project to create 40 + Customer Badges.

    • Conducted continuous enhancements of 40+ courses by incorporating platform updates, gathering feedback, and conducting Needs/Impact Assessments.

Zenefits

Tempe, AZ
07/2016 to 04/2020

Education Program Manager

  • • Designed and presented weekly VILT classes with a global implementation team of 15 employees across diverse locations.

    • Executed the development and documentation of the implementation quality team processes, improving project efficiency by 20%.

    • LMs Admin- Skilljar

  • • Redesigned the customer care intranet for six departments in Confluence, drove cross-team training, spearheaded training projects, and continuous improvements.

    • Created and facilitated customer-facing VILT series with 50 – 100 monthly attendees.

    • Established the administrator professional certification exam using LMS, establishing trainer certifications to boost product adoption and elevate customer engagement.

    • Launched an in-house "Train the Trainer" certification program, empowering product SMEs to provide cross-departmental and onboarding training.

    • Collaborated with product and functional leaders in six departments to increase the efficiency and effectiveness of training based on departmental performance metrics.

    • Completed quality audits for 25 Implementation managers and 1000+ projects to establish consistent departmental KPI metrics to optimize performance.

    • Continuous improvements of best practices and processes for implementation project preparation and assignments, with the goal of reducing churn and increasing retention.

    • Drove cross-departmental development and deployment of training programs for the Implementation offshore team.

EG Team Online

Phoenix, AZ
02/2013 to 10/2015

Sr. Project Manager, Implementation

  • SNAPSHOT: Project Manager for all US implementations of Bosted Software. Developed and delivered training onsite for 10 clients. Managed Help Desk and developed US learning modules.

  • ▪ Led beta group for six customers and steered training, testing activities, and feedback sessions.

    ▪ Content development for US customer help center.

    ▪ Enhanced the helpdesk and customer support by developing 10 SOPs and departmental policies/procedures as per State/Federal regulatory requirements.

    ▪ Product and State Regulatory SME in 10 Sales meetings, explaining product details and ensuring strict adherence to State/Federal regulations.

Devoted Health

Waltham, MA
10/2023 to current

Training Development Specialist, Clinical Education

    • Restructure, content updates, and implementation of Devoted Medical New Employee Onboarding.

    • Medical Teams training content creation and update.

    • Workday LMS Admin

    • Continuous updates of training content and workflows.

    • Coordination with departmental SME’s for medical content and training needs.

  • ▪ Project management of training ticket request system development and implementation in JIRA.

    • Restructure and implementation of Devoted Medical's new employee onboarding- ‘Academy’.