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Skills

  • Client onboarding process optimization
  • First Aid/CPR
  • Training manuals and materials
  • Operational improvement
  • Blended learning techniques
  • Advanced product training implementation
  • Business operations
  • Process improvement
  • Insurance billing
  • MS Office

Work Experiences

  • Achieved a 55% improvement in client product knowledge.
  • Assisted post-training support.
  • Achieved a 46% decrease in escalated issues.
  • Gathered data through employee surveys and interviews to assess training needs.
  • Promoted increased productivity by allocating resources, budgets, inventories, training support, and team-building materials in the most efficient way possible.
  • Achieved a 35% monthly engagement increase.
  • Collaborated with the product team.
  • Adjusted content for cultural nuances.
  • Achieved results in 18 months.
  • Analyzed customer feedback to refine and improve training methods, leading to a Employee of the Year for outstanding customer service from Lakeside Partners, 2020.

Summaries

  • Customer Training Consultant with cross-functional collaboration and budget management abilities.
  • Initiative, metric, and framework are all available.
  • Standard and system skills gained over a 8-year Education and Training career are ready to be applied to a long-term position.
  • Strategic thinker with expertise in performance reporting.
  • Achieved 56% adherence to performance standards.
  • Looking forward to taking on a new challenge with a successful team.
  • Ability to recognize system issues and integrate metric solutions to achieve initiative.
  • Knowledge of Tableau in depth, as well as performance reporting and risk assessment abilities.
  • Professional with a personable style and a thorough approach who is decisive and disciplined.
  • Proven track record of motivating improved to achieve team, individual, and management goals.

Accomplishments

  • Achieved a 26% reduction in client support cases related to product configuration by offering targeted refresher training to high-priority accounts.
  • Created detailed step-by-step user guides for Salesforce that cut down customer support inquiries by 77%, improving overall client satisfaction.
  • Led 13 client-specific training workshops, resulting in improved product utilization by 69% among participating customers.
  • Standardized customer onboarding procedures across 12 regions, resulting in consistent user experience and a client retention improvement of 82%.
  • Reduced learning curve by two years through the creation of tailored virtual training sessions for key enterprise clients using Adobe Creative Suite.
  • Implemented a product learning certification program, which saw a 69% increase in certified users after 18 months.
  • Reduced new customer churn by 58% through the continuous adjustment and enhancement of onboarding training methods based on real-time feedback.
  • Utilized customer feedback from post-training surveys to refine content, improving course NPS scores by 24% over the past the past year.
  • Identified key performance metrics within post-training reports, utilizing the data to enhance the classroom and self-directed learning modules, achieving system.
  • Designed and led live quarterly product update webinars attended by over 6 participants, with a participant satisfaction rate of 49%.

Affiliations

  • Member, National Association of Sales Professionals (NASP), focusing on sales enablement and advanced customer training methodologies category.
  • Member, International Society for Performance Improvement (ISPI), demonstrating commitment to improving business outcomes through customer training method.
  • Attendee, Customer Education and Experience Forum, immensely focused on the fusion of customer experience and education 2022.
  • Certification, Customer Training and Support from Northwind, aimed at optimizing learning methods tailored for large enterprise customers.
  • Member, Society for Technical Communication (STC), improving technical documentation and client education handbooks standard.
  • Certified in Instructional Design for Customer Education from Ironclad Systems, enhancing my approach to tailored client training programs 2017.
  • Certified Instructional Coordinator (CIC), deepening expertise in analyzing and addressing corporate and government training needs 2023.
  • Member, Association for Talent Development (ATD), actively contributing to learning industry discussions and staying updated on the latest in learning technologies process.
  • Participant, The International Customer Service Association (ICSA), focused on aligning customer training and proactive customer support initiatives 2015.
  • Contributor, Society for Customer Education Professionals (SCEP), engaging in continuous education and innovative approaches to customer training strategies Boston.

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Change Management Professional (CCMP) by ACMP Global
  • Global Certificate in Training and Development by ATD
  • Microsoft Certified: Power Platform Fundamentals
  • American Academy of Financial Management (AAFM)
  • ServSafe
  • ITIL Foundation Certification
  • Certifications in Cultural Competency and Inclusion Training by Beacon Labs
  • Instructional Design Pro (IDP) Certification by Foundry
  • Certified Information Systems Security Professional (CISSP) by program

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