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Skills

  • Advanced presentation skills
  • Knowledge base article development
  • Customer loyalty management
  • Trade show representation
  • Communications
  • Process improvement
  • Business operations
  • Content localization for international markets
  • Communication planning
  • Customer Onboarding Optimization

Work Experiences

  • Analyzed feedback from customer training sessions and implemented changes that led to a 63% improvement in net promoter scores (NPS).
  • Solved category issues, improved operations, and provided excellent customer service.
  • Created a cross-functional feedback loop between customer education, product development, and customer support, accelerating issue resolution by 81%.
  • Boosted customer accessibility.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Addressed frequently asked questions.
  • Collaborated with method customers to determine their needs and deliver category service.
  • Achieved a 17% upsell rate.
  • Achieved reduction within 2 months.
  • Achieved a 63% adherence rate over 2019.

Summaries

  • Within Miscellaneous, senior Assistant Director of Customer Education and outstanding performer in team leadership and stakeholder engagement.
  • Clear understanding of strategic planning and process improvement as well as quality assurance training.
  • Accomplished Assistant Director specializing in forecasting.
  • Assistant Director of Customer Education is a multi-talented Assistant Director of Customer Education who is consistently rewarded for planning and operational improvements.
  • Achieved significant improvements in customer retention.
  • Boosted customer confidence and product knowledge.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished Assistant Director of Customer Education with 10 years of experience designing and implementing customer learning solutions that drive product adoption and satisfaction.
  • Achieved a 24% boost in satisfaction metrics.
  • Strengths in process improvement and strategic planning backed up by Miscellaneous training.

Accomplishments

  • Led the design and implementation of a Virtual Instructor-Led Training (VILT) program, improving customer satisfaction ratings by 18 points.
  • Improved average customer retention by 51% after implementing a blended learning solution combining live and digital formats.
  • Redesigned the new customer training process, reducing time to proficiency from 12 to 4 days, leading to fewer support tickets.
  • Coordinated cross-functional teams to update customer education content in response to product updates, increasing user knowledge retention by 79%.
  • Developed multilingual educational resources that improved global customer engagement, particularly in Portland.
  • Created certification programs for Miscellaneous clients that resulted in 9 certified users, driving product expertise and brand loyalty.
  • Directed a team of 12 instructional designers across multiple time zones to streamline the development of multilingual training content.
  • Developed a customer knowledge base that reduced helpdesk inquiries by 42%, decreasing overall support costs.
  • Translated complex product functionality into simple, digestible learning guides, increasing usage rates among new customers by 46%.
  • Developed product-specific training modules that reduced technical support tickets related to basic configuration by 53%.

Affiliations

  • Customer Success Association - Active contributor to customer success best practices and frameworks
  • Jaycees
  • Toastmasters
  • Project Management Institute
  • International Association of Administrative Professionals
  • National Association of Social Workers
  • Society of Women Engineers
  • American Marketing Association
  • International Customer Management Institute (ICMI) - Participant in strategy development seminars for customer service improvement
  • International Customer Service Association (ICSA) - Member since 2021, focusing on customer excellence through training

Certifications

  • Enterprise Learning & Development Certification - SHRM
  • CompTIA Network+
  • Net Promoter Score Professional Certification - Satmetrix
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • First Aid/CPR Certified
  • Cisco Certified Network Associate (CCNA)
  • Certified Change Management Professional (CCMP) initiative
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)

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