Training Specialist and Team Lead

• Jun 2019 - Present

• Serve as the Primary Point of Contact for the IDM Tier 2 Help Desk for internal and external stakeholders • Assist the Program Manager with the oversight of the IDM Tier 2 Help Desk including managing staff, scheduling, development of procedures, processes, and other essential functions. • Establish and grow a positive relationship with CMS personnel who support BOSC and/or IDM to learn their pain points, expectations, opportunities for improvement, areas of opportunity, etc. • Compile, analyze and disseminate OBOSC Monthly Deliverables to appropriate stakeholders and document repositories. • Facilitate IDM meetings and reporting, including but not limited reporting on program status, inquiry volumes, challenge areas, notable achievements/process improvements, staffing changes, meeting minutes, action items, etc. • Design, orchestrate, and implement the IDM Training Curriculum for the IDM Tier 2 Help Desk – including onboarding and training new employees, developing refresher trainings, identifying gaps in the knowledge base, and maintaining IDM knowledge artifacts. • Develop, maintain, and conduct trainings for new external Application Help Desks and provide refresher trainings for existing IDM Application Help Desks • Analyze and review statistical data to ensure key metrics and Service Level Objectives (SLOs) are met. • Coach and mentor staff to provide feedback or suggestions to encourage continuous individual and team development. Assist staff with responses or direction for incoming inquiries – including supervisor calls. Delegate special projects to team members; leading to expanded opportunities for staff and professional development. • Monitor and analyze QA feedback and satisfaction surveys to identify areas of improvement and/or gaps in knowledge base. • Maintain the Contact Center Solution software and programs including- IVR, ACD, ServiceNow, and CMS Email access for the IDM Tier 2 Team. • Serve as the IDM Subject Matter Expert (SME).

Marketing Specialist

• Sep 2016 - Mar 2019

Marketing And Public Relations Manager

• Jun 2013 - Oct 2016

I served as the Public Relations and Events Leader for the Overland Park, KS SCHEELS, a privately held, employee-owned and operated sporting goods and destination store headquartered in Fargo, North Dakota. SCHEELS operates 26 store locations in twelve U.S. states. • Strategize with Marketing & PR team, outside agencies and store leaders to ensure creative works fits the brand and accomplishes store and company goals. • Facilitate communication between sales, vendors, agencies and other cross functional areas to make sure programs are following timelines. • Purchase media buys including radio, TV, print & digital advertising and create media plans to promote events. • Analyze existing data, sales reports, and trends to design an event that will succeed in the market. • Develop blog content, email blasts and collaborate with social media team to publicize events. • Plan, design, and produce events while managing all project timelines. • Organize event logistics and manage all event details including vendor participation, location, special guests, entertainment, layout, etc. • Prepare monthly, annually and event based budgets including advertising expenses. • Conduct pre & post event evaluations. • Develop Public Relations partnerships designed to create and maintain a favorable public image and enhance brand recognition. • Manage day-to-day PR operation responsibilities including working with external community partners, managing the media, and organizing volunteer work for SCHEELS associates. • Partner with groups and organizations to build SCHEELS image and increase community engagement. • Collaborate with marketing and creative team to create all promotional materials for events. • Manage sponsorships and donation requests including sporting teams/events. • Spearhead and act as Campaign Manager for annual United Way contributions for a team of 400.

Education Intern

• May 2012 - Aug 2012

Reiman Gardens is a public garden located near the Iowa State University Campus. It is one of the finest and most unique gardens in the country available to student, faculty and staff exploration, research and learning. Reiman Gardens’ interns are partnered with a full-time professional staff member to explore day to day duties and experiences in an innovative public garden setting - Created copy for a new QR code application - Planned, created, and implemented youth events focused on nature and learning - Wrote articles for the Garden's website and student blog - Participated in educational workshops, demonstrations, and field trips - Worked with kids on a daily basis, leading tours and teaching programs