Experience

Perimeter

• Canada
• Information Technology & Services
• 1 - 100 Employee

• Instructional Designer

  • Sep 2023 - Present



Logibec

• Canada
• IT Services and IT Consulting
• 100 - 200 Employee

• Instructional Designer

  • Feb 2017 - Sep 2023

  Designing and building training programs, including training plans, supporting documentation, video content and e-learning modules using the Office suite, Camtasia, Articulate Storyline, Rise, Confluence and more. Achievements: * Designed/produced several training modules, from client-facing product tutorials to gamified internal content. * Configured and managed two instances of the Moodle LMS. Designing and building training programs, including training plans, supporting documentation, video content and e-learning modules using the Office suite, Camtasia, Articulate Storyline, Rise, Confluence and more. Achievements: * Designed/produced several training modules, from client-facing product tutorials to gamified internal content. * Configured and managed two instances of the Moodle LMS.



Orckestra Technologies - Powered by mdf commerce

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical / Business Writer

  • Aug 2016 - Dec 2016

  Using Madcap Flare to document product features in English and French for an e-commerce platform adopted by large retailers such as Sobeys and Mondou. Producing Release Notes. Achievements: · Implemented a pedagogical documentation approach including screenshots and contextual cues to transform the online user guide into a self-training tool. Using Madcap Flare to document product features in English and French for an e-commerce platform adopted by large retailers such as Sobeys and Mondou. Producing Release Notes. Achievements: · Implemented a pedagogical documentation approach including screenshots and contextual cues to transform the online user guide into a self-training tool.



Amilia

• Canada
• Technology, Information and Internet
• 100 - 200 Employee

• Learning and Development Manager

  • Apr 2015 - Jul 2016

  Creating and updating bilingual online help documentation in Confluence and ZenDesk. Participating in product design and feature testing with a focus on usability, terminology and in-app assistance.Achievements:· Designed and produced video training content to reduce support agent workload.· Managed the implementation project of the company's biggest customer.· Hired, trained and managed a team of four support agents. · Improved customer retention through new customer service policies and processes. Show less

• Training and Onboarding Specialist

  • Jun 2014 - Apr 2015

  Providing training and change management for organizations that purchased Amilia’s online registration platform. Assisting new customers in optimizing and customizing the solution to increase their revenue. Participating in the sales process as a technical advisor.Achievements:· Contributed significantly to securing and retaining prestigious accounts such as Cosmodome, Gymnix, Kyle Shewfelt Gymnastics and Gymnastics Ontario.



Purkinje

• Canada
• Software Development
• 1 - 100 Employee

• Documentation and Training Specialist

  • Oct 2011 - May 2014

  Creating and updating training materials for an electronic medical record solution that includes patient files, administrative modules and medical billing. Training new company hires as well as clinical staff on location, in their respective work environments. Creating marketing collateral. Achievements: · Designed and produced a video tour of the application. · Scripted, directed and edited a promotional video about the application. · Trained and mentored a team of four interns. Show less



AppHelp by AppDirect

• Canada
• Technology, Information and Internet
• 1 - 100 Employee

• Bilingual Call Center Trainer

  • Jan 2008 - Oct 2011

  Designing and delivering Sales and Technical Training programs in call centers throughout North America and the UK for three product lines: Internet Security, Online Backup and Premium Technical Support. Achievements: · Designed and built the Premium Technical Support agent training program from the ground up. · Produced all relevant documentation and support materials. · Created a Sales Training video explaining product features. · Visited outsourced technical support call centers to provide Operations Management guidance. · Launched and led the call and chat Quality Assurance program. Show less



Self Employed

• Montreal, Canada

• Translator

  • 2001 - 2008

  Translating documents from English to French and from French to English. Respecting vastly different formats and branding guidelines. Managing and prioritizing work secured from various sources, including other freelancers. Clients: · Environment Canada · The Government of Ontario · Fondation SEDNA · Productions Glacialis · The Law Society of Upper Canada Translating documents from English to French and from French to English. Respecting vastly different formats and branding guidelines. Managing and prioritizing work secured from various sources, including other freelancers. Clients: · Environment Canada · The Government of Ontario · Fondation SEDNA · Productions Glacialis · The Law Society of Upper Canada