Experience

Therapy Brands

• United States
• Software Development
• 200 - 300 Employee

• Director of Education, Customer Care

  • Jul 2021 - Present

  * Leverage authenticity and transparent communication to lead a team of six Education Specialists and Instructional Designers who develop learning experiences to increase product adoption and customer success. * Design and implement a learning management system (Docebo) to improve employee training, engagement, and time to competency.* Create and deliver live and asynchronous virtual and e-learning training sessions* Integrate processes that lead to content generation for multiple purposes and a reduction in maintenance effort.* Determine and track key metrics that link education strategies to business success* Hired and gave autonomy to employees to integrate education strategies throughout the customer journey and in learning experiences – thematic webinars and adult learning.* Identified and prioritized key initiatives to support: * the increase of customer self-service by 150% in 12 months * ticket deflection with an estimated support cost savings of over $427,000 in 2021

• Customer Education Manager

  • Aug 2020 - Jul 2021

  · Effectively manage and motivate a team of four, coaching on project management, team and individual goal setting, communication, continuous learning, and productivity· Manage operations of customer education across 19 brands and products including the migration or creation of 19 knowledge bases· Create metric queries and dashboards to identify effectiveness of educational content and guidance for content improvements· Analyze and implement best standard operating procedures for educational content creation and managing requests and priorities· Recruit and hire top talent based on cultural fit, role requirements, team needs, and future strategies· Represent Customer Education across functional areas and promote the benefits and best practices of education and learning best practices to the entire company· Set the strategy and vision of Customer Education including yearly milestones and quarterly rocks· Research learning management systems (LMSs) and prepare return on investment (ROI) of implementing an LMS



Procentive

• United States
• Software Development
• 1 - 100 Employee

• Training Specialist - Onboarding

  • Jan 2019 - Aug 2020

  - Take ownership of new customers to help design adoption plans, rollout strategies and deliver projects - Prepare and facilitate 20-week online training program with customers to gain knowledge in all aspects of the software - Learn customers' needs and build strategic relationships to demonstrate world-class service and ensure onboarding goals are met - Adapt training content to best fit the customers’ learning style and needs - Leverage empathy, relationships and communication skills to manage customer expectations and stress levels during a significant transition - Utilize support and praise to motivate customers to finish key tasks and drive product usage - Product expert with deep understanding of a complex software - Act as a liaison between the customer, care, product, and implementation teams with the intent to provide product feedback and escalate critical service issues - Create and maintain accurate contact and activity records in the CRM and project management systems - Jira, Confluence, Zoho, Google Sheets - Answer customer support tickets and test and troubleshoot software issues



The Toro Company

• United States
• Machinery Manufacturing
• 700 & Above Employee

• Wellness Committee Member

  • Jul 2018 - Jan 2019

  As an executive member of the Wellness Committee at The Toro Company, I brainstorm and execute ideas to increase employee engagement in activities that improve mental, spiritual, and physical health. Event examples include:- Wellness Fair - event for employees to meet with vendors and learn about nutrition, stress-relief, exercise, and the vendors or programs that are available near them.- Exercise Boot Camps - periodic fitness classes that get employees engaged in exercise for 30-60 minutes.- Walk-a-thons

• Boot Camp Leader

  • Apr 2018 - Jan 2019

  Design and lead fitness classes for beginner, intermediate, and advanced levels. Most workouts are designed to follow the high intensity interval training structure with short bursts of high intensity exercises followed by a short time of rest. Classes are anywhere from 4 to 20 people lasting 30 - 60 minutes.All my classes start by focusing on proper form but are always filled with positive energy and request for your best.

• Transactional Accounting Analyst

  • Aug 2016 - Jan 2019

  -Used analytical thinking and hands-on experience to assist with the process design, functionality testing, implementation, and optimization of an invoice management system that validates data, processes, and submits payment for over 800,000 invoices.-Created and led lecture and hands-on training sessions for a global invoice management system - US, Europe, Mexico-Collaborate with process participants to understand and improve the existing design and flow of procurement processes - i.e. Electronic Data Interchange (EDI) invoicing - data mapping and validation-Serve as a departmental leader to provide area-specific information and a financial perspective for company wide projects-Focus on data and segmentation of top issues to drive actionable business decisions and results-Resolve unpaid invoices due to price, quantity, system, workflow, and billing discrepancies by determining root causes and taking corrective actions in a timely manner-Reconcile miscellaneous general ledger account by identifying missing transactions and working with fellow employees to process correcting transactions-Execute prompt customer service by providing accurate and helpful responses to vendor inquiries regarding invoice management and payment reconciliation



Augsburg University

• United States
• Higher Education
• 700 & Above Employee

• Baseball Fellow

  • Aug 2014 - Aug 2016

  -Managed recruiting processes, including evaluating player talent and possible fit for institution, organizing recruiting database, communicating with recruits via emails, letters, and phone calls, coordinating on-campus visits, and assisting in the completion of the admissions and financial applications. -Helped to bring in two largest recruiting classes in the head coach’s 12-year tenure (15 & 17 recruits). -Planned, marketed, and executed events including alumni game, team banquet and youth camps. -Designed and implemented the marketing plan for primary fundraising campaign raising over $35,000 in two years. -Utilized teaching skills to coach hitters on the mechanics and philosophy of the game.



National Sports Center

• United States
• Recreational Facilities
• 1 - 100 Employee

• Sports Administration and Event Management Intern

  • May 2014 - Aug 2014

  -Managed individual and team registration for 8 sports for the Star of the North Games. -Created and implemented check-in processes at our on-site location. -Coordinated the Opening Ceremony at Schwan’s USA Cup organizing a procession of over 1,000 teams and overseeing additional acts such as skydivers, fireworks, and a concert. -Recruited and provided training presentation for over 30 volunteers. -Managed individual and team registration for 8 sports for the Star of the North Games. -Created and implemented check-in processes at our on-site location. -Coordinated the Opening Ceremony at Schwan’s USA Cup organizing a procession of over 1,000 teams and overseeing additional acts such as skydivers, fireworks, and a concert. -Recruited and provided training presentation for over 30 volunteers.



Augsburg University

• United States
• Higher Education
• 700 & Above Employee

• Athletic Department Office and Event Assistant

  • Sep 2013 - May 2014

  -Utilized Microsoft Excel to accurately and neatly compile stats and data.-Wrote player bios for rosters and award nominations.-Managed the athletics’ calendar by scheduling meetings and events.-Filmed competitions and recorded game stats at college sporting events.

• Admissions Operations Student Supervisor

  • Oct 2010 - May 2014

  -Worked with counselors to compile and organize over 5,000 applications each year.-Entered applicant information into tracking system to generate communication flow.-Trained and supervised other Admissions Assistant Operators on processing applicant data.-Reviewed and edited test filters to keep student records up-to-date and accurate.-Participated in the implementation of two software database changes and by testing and improving new processes to increase efficiency.



UTC Aerospace Systems

• United States
• Aviation and Aerospace Component Manufacturing
• 700 & Above Employee

• Aftermarket Customer Support Intern

  • May 2012 - Aug 2012

  -Processed credits and debits for Aftermarket team, entered sales orders and warranty replacements, and pulled numerous Strip Reports. -Managed Customer Accounts by providing quotes on parts and date management for orders that resulted in an increase of sales and consistent on-time delivery. -Trained new employees on order, credit and debit, and date management processes which ensured a smooth transition of responsibilities of job area. -Processed credits and debits for Aftermarket team, entered sales orders and warranty replacements, and pulled numerous Strip Reports. -Managed Customer Accounts by providing quotes on parts and date management for orders that resulted in an increase of sales and consistent on-time delivery. -Trained new employees on order, credit and debit, and date management processes which ensured a smooth transition of responsibilities of job area.