Experience

ActiveCampaign

• United States
• Software Development
• 100 - 200 Employee

• Training Manager

  • May 2023 - Present



HubSpot

• United States
• Software Development
• 700 & Above Employee

• Program Manager, Hybrid Enablement - Strategic Projects Team

  • Jan 2022 - Jan 2023

  Entrusted to partner with senior leadership and other key stakeholders to identify development opportunities for management and community and support a scaling, global, hybrid workforce. •Designed corresponding enablement guides for the manager+ workforce including: onboarding new hires, panels on identifying and mitigating distance bias, video cards for enhancing team engagement, and failure forums. •Aligned with People Analytics to uncover data trends about our remote… Show more Entrusted to partner with senior leadership and other key stakeholders to identify development opportunities for management and community and support a scaling, global, hybrid workforce. •Designed corresponding enablement guides for the manager+ workforce including: onboarding new hires, panels on identifying and mitigating distance bias, video cards for enhancing team engagement, and failure forums. •Aligned with People Analytics to uncover data trends about our remote workforce and design personas of workforce and provided corresponding recommendations given to senior leadership. •Conceptualized and implemented full execution of “local meetup advocates,” group with corresponding Slack channel to distill information to global organizers. •Deployed data collection practices to track engagement and utilization rates of the program. •Championed adoption of 80+ local Hubspot communities across 13 countries through the design, implementation, and promotion of bespoke community meetups programming promoting connection, inclusivity, and accessibility. •Aligned with Culture Coordinators to conduct needs assessment and create equitable employee experiences in and out of office. •Servant leader for HubSpot on international panels and consulting podcasts, sponsoring our initiatives around company culture and hybrid connectivity. •Produced and hosted an internal podcast for the manager+ community. Moderated Q&A at company Town Hall. •Supported workforce of 7,000 + employees in 13 countries. •Drove alignment for cross-functional stakeholder relationships to diversify perspective and understanding. •Amplified underrepresented voices at the company by leveraging relationships to capture feedback about D,E,I,&A impact in programming and content. •Consulted various departments on inclusive practices, built strategic guides for hosting inclusive team events and running inclusive hybrid meetings.

• Senior Customer Training Specialist, Professional Services

  • May 2021 - Jan 2022

  Brought on board to initiate facilitation to customers and coach the team in consultation, public speaking and presentation skills. DRI for development, design, and relaunch Marketing Hub Fundamentals Training SKU and for creation and launch of Solutions Partner Essentials. •Activated regular sessions to upskill team, product and facilitation sessions in conjunction with the internal team’s technical and soft skill development. •Facilitated high-impact HubSpot software… Show more Brought on board to initiate facilitation to customers and coach the team in consultation, public speaking and presentation skills. DRI for development, design, and relaunch Marketing Hub Fundamentals Training SKU and for creation and launch of Solutions Partner Essentials. •Activated regular sessions to upskill team, product and facilitation sessions in conjunction with the internal team’s technical and soft skill development. •Facilitated high-impact HubSpot software training in-person and virtual classrooms to over 1,000 HubSpot Customers. Received a NPS score of 97 as a trainer. •Instructed on sales and marketing best practices and strategies to empower customers to align their company and grow their businesses more efficiently. •Evaluated gaps to make classroom training successful virtually and helped transition all in-person training to virtual training in less than one month to adapt to Covid-19 safety protocol. •Designed 2-day Solutions Partner Essentials: Managing and Retaining Clients training. •Delivered 1-1 marketing, sales and service strategy consulting to participants. •Presented Pro Services Roadshows to educate HubSpot sales teams on how to sell Professional Services to customers. •Identified facilitation skill gaps within Customer Training Team and designed a “Business and Improv” presentation to enhance active listening, empower divergent thinking, and utilize the power of “yes.” •Drafted initiative to expand the team's internal and external visibility through HubSpot Community. •Collaborated to implement training alumni groups and designed a publishing schedule of content to expand our alumni’s knowledge and create opportunities to SQL.

• Customer Training Specialist

  • Sep 2019 - May 2021



Hawkes Learning

• United States
• E-Learning Providers
• 1 - 100 Employee

• Training and Support Specialist

  • Jul 2017 - Sep 2019

  Charleston, South Carolina Area • Customer Success: Analyze the specific needs of more than 50 schools, representing approximately $1.5 million in annual revenue. Determine tailored solutions to augment customer usage and student success. Spend 45% of the work week visiting customers to understand and reach their goals. Recommend customized implementation strategies and products to enhance overall experience. Liaise between customers and developers to identify and track feature requests or system bugs. Communicate status… Show more • Customer Success: Analyze the specific needs of more than 50 schools, representing approximately $1.5 million in annual revenue. Determine tailored solutions to augment customer usage and student success. Spend 45% of the work week visiting customers to understand and reach their goals. Recommend customized implementation strategies and products to enhance overall experience. Liaise between customers and developers to identify and track feature requests or system bugs. Communicate status updates regularly in person, by phone, and by email as appropriate. • Strengthen Existing Sales: Identify appropriate product lines to upsell existing accounts. Develop presentations that inform customers of feature enhancements, software updates, and new editions which secure existing relationships and revenue streams. • Report and Problem Solve: Submit a weekly progress report to identify specific customer needs and solutions. Conduct regular check-in meetings for tactical items, and review with senior directors to balance advocacy for the customer with the company’s mission. Coordinate with developers, content providers, and sales team to triage customer needs and synthesize strategies. Forecast revenue to identify vulnerable accounts and create an individual action plan to secure business. • Ad Hoc Projects: Edit promotional material, including grammar, punctuation, and language, to communicate effectively to the intended audience. Other projects on an as-needed basis include: scripting and creative development of company-wide customer appreciation video, researching and sharing “pulse-of-the-market” trends, hosting focus groups with VIP clients at annual corporate summit, Conducting recorded interviews of CEO, VP of Research and Development, and Director of Content to discuss trends in the industry and showcase newly released titles and representing Hawkes at the International Conference for Technology in Collegiate Mathematics. Show less



WORLDWIDE EXPRESS - B.V.

• Logistics Coordinator

  • Feb 2016 - Jul 2017

  Charleston, South Carolina • Customer Support: Prepared price quotations for more than 200 freight shippers daily. Successfully communicated complex information to carriers and customers which included service obligations, delivery dates, and potential liabilities. • Coordinate with Sales Executives: Escalated customer concerns to sales executives and managers. Workshopped solutions to meet the customer’s expectations as best as possible given the options available.



Palmetto Carriage Works LLC

• Daily Operations Manager

  • 2014 - Feb 2016

  Charleston, SC •Led 40-member staff cross functionally to ensure efficient day-to-day operations securing multimillion dollar annual sales. •Trained new tour guides in presentation skills and company protocol, and conducted regular reviews of staff •Accountable for customer escalations and emergency safety processes. •Scheduled ~1500 guests per day; complied with city regulations to provide for the safety of all parties involved, including employees and company… Show more •Led 40-member staff cross functionally to ensure efficient day-to-day operations securing multimillion dollar annual sales. •Trained new tour guides in presentation skills and company protocol, and conducted regular reviews of staff •Accountable for customer escalations and emergency safety processes. •Scheduled ~1500 guests per day; complied with city regulations to provide for the safety of all parties involved, including employees and company assets. •Represented the company in media interviews and other PR opportunities

• Tour Guide

  • Mar 2012 - 2016

  Charleston, South Carolina, United States •Licensed City of Charleston Tour Guide •Presented entertaining and historically accurate tours of Charleston, SC. •Average review rating Trip Advisor - 5/5. •Maintained up-to-date touring credentials by attending regular continuing education courses



YMCA Camp High Harbour

• Leader-in-Training Program Director

  • 2008 - 2009

  Guntersville, AL •Designed 3 week leadership program for teens •Created scheduling for LITs •Coached and developed emerging leaders •Resolved conflicts, conducted review sessions, and acted as point of contact for emergencies

• Trailblazer Program Director

  • 2007 - 2008

  Guntersville, AL

• Camp Counselor

  • 2005 - 2008