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Skills

  • Customer service expert
  • Data recovery
  • Relationship development
  • Beta product training and engagement
  • Curriculum development for technical teams
  • Team building
  • Budgets
  • Creating scalable training resources
  • Live and recorded training session management
  • Data-driven assessment improvement (47%)

Work Experiences

  • Achieved 23% improvement in customer satisfaction rates by delivering specialized training to clients on troubleshooting key software functionalities.
  • Assessed workflow needs and benchmarked metrics.
  • Worked closely with SAP and Salesforce users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Collaborated with HR to develop a role-specific certification for software trainers, resulting in a PMP recognition and a 37% improvement in learner assessment scores.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 5 new accounts.
  • Achieved certification pass rates exceeding the team’s KPI by 47%.
  • Created easy-to-understand training manuals.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Achieved a score of 68% for training satisfaction.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.

Summaries

  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • Accomplished in utilizing various multimedia formats (e.g., video, podcasts) to enhance the learning experience, driving a 72% improvement in knowledge retention across technical staff.
  • Boosted software engagement by 45%.
  • Achieved a 18% reduction in employee onboarding time.
  • Applied data-driven methodologies.
  • Achieved Six Sigma.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Human Resources.
  • Senior Software Trainer with a 17-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Utilized user feedback tools to refine e-learning modules, resulting in a 16% improvement in course completion rates in 2017.
  • Certified 11 employees in HubSpot, contributing to a 19% adoption increase of key software platforms organization-wide.
  • Mentored and coached a team of 16 junior trainers, contributing to a 81% increase in overall team competency within 18 months.
  • Led a training initiative that improved software adoption rates by 15% across multiple departments within the past year.
  • Resolved product issue through consumer testing.
  • Standardized evaluation metrics to better identify knowledge gaps, resulting in a 62% improvement in post-training productivity.
  • Documented and resolved initiative which led to metric.
  • Developed and standardized a scalable training platform that reduced onboarding time for new hires by 12 days across 4 global offices.
  • Developed targeted training schedules for high-priority clients, resulting in a 48% increase in the effective use of critical software features.
  • Facilitated 18 customer success training sessions that resulted in 60% more frequent utilization of support tools post software rollouts.

Affiliations

  • eLearning Guild
  • DevOps Institute
  • Rotary International
  • National Speakers Association (NSA)
  • International Professional Trainers Association (IPTA)
  • International Association of Administrative Professionals
  • International Institute of Business Analysis (IIBA)
  • Association for Computing Machinery
  • SHRM Certified Professional (SHRM-CP), Beacon Labs
  • Jaycees

Certifications

  • Certified Public Accountant
  • CompTIA Security+
  • Microsoft Certified: Azure AI Fundamentals
  • Certified in Change Management (CCMP), Prosci
  • Cisco Certified Network Associate (CCNA)
  • Google Certified Educator for Trainers (2024)
  • MCT (Microsoft Certified Trainer)
  • ServSafe
  • Certified Customer Success Manager (CCSM) - SuccessCOACHING
  • Professional in Learning and Performance (PLP), Association for Talent Development

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