Amanda Card Email & Phone Number

Establish a streamlined new hire onboarding program for 3 teams within the Customer Success organization Enhance the learner experience by creating engaging content that drives adoption of new processes and behaviorsManage the new hire onboarding experience including scheduling, content assignment and progress monitoringEvaluate enablement data to identify opportunities for improvement in the learner experience and business strategyDesign, develop and deliver power skills learning content through live presentations and the LMS softwareCollaborate with Customer Success stakeholders and leaders to deliver learning content to support key team priorities Serve as the WorkRamp expert to optimize the use of the Learning Management System with the Enablement TeamCreate leadership development training content in collaboration with the Director of Talent DevelopmentSupport the Sr. Director of Customer Success Strategy by implementing learning content aligned with team objectivesOrganize learning content in Highspot to maximize adoption by the team and foster independent learning opportunities

Implemented the company’s first Learning Management System within five weeks and served as the primary administratorManaged the onboarding and coordinated the coaching of all new hires for the largest department at GuidelineEstablished and executed a streamlined new hire curriculum for Customer Operations; the largest division at Guideline Improved the new hire onboarding experience to achieve an average 20 business day onboarding timeline Facilitated quarterly client educational webinars in collaboration with the Retirement Consulting TeamDeveloped processing training content and led live trainings for the Business Process Outsourcing company Collaborated with department leaders to ensure the Customer Success Team was current with 401(k) industry knowledgeCreated quarterly qualitative training content to establish consistently high team performance and client interactions

Portland, Maine Area

Developed new hire training materials and onboarding timelines for the Customer Success Team Effectively trained all new hires to be successful contributing members of the largest department at Guideline Conducted annual and quarterly in-person trainings of both product features and 401(k) industry updates Created over 20 educational content materials for the Customer Success team and shared with other departmentsEncouraged team member collaboration to foster a positive and supportive work environment and learning experience Mentored new team members and encouraged learning and growth in their roleCompleted certification courses offered by outside vendors in order to develop team trainings (ex: IRA Specialist 2019)

Portland, Maine Area

Assisted employers with the servicing and maintenance of their company 401(k) plan within IRS regulationsCollaborated with Customer Operations to best serve clients as a trusted fiduciary within IRS compliance regulationsProvided feedback to various internal departments in order to improve the client experience and the productReviewed and processed requested 401(k) plan amendments within IRS compliance regulations for current clientsPerformed interviews for team hiring and assisted with new hire training of all Account Managers Conducted and led peer educational trainings regarding industry topics and features applicable to Account Managers

Portland, Maine Area

Interpreted and analyzed customer requests in order to best assist with appropriate solutionsEducated customers in 401(k) basic knowledge and product platform features to encourage optimal product useAided in customer distribution requests including loans, hardship withdrawals and cash disbursements Collaborated with a variety of departments to improve the customer experience and reach resolutionsUtilized multiple communication channels, including phone, email and chat, to support customersCoordinated and attended career recruiting events in Maine including the first attendance at a college career fairPerformed interviews for team hiring and assisted with new hire training of Customer Success AssociatesConducted and led peer educational trainings regarding industry and company related topics

South Portland, Me

Organized all recruitment events and visits for Southern Maine Community College and delegate to team membersConducted seventy percent of all recruitment outreach to high schools, vocational centers and adult education programs Evaluated and processed transfer credits for transfer applications to all academic programs at the collegeSupervised and trained new admissions employees to effectively and efficiently perform job responsibilities Collaborated and planned admissions campus events to host over 700 hundred visitors with the Director of AdmissionsCoordinated with the Communications Department to create new recruitment materials and online inquiry databasePresented information about the college to prospective students, parents, and guidance counselorsUtilized the Student Search Service through CollegeBoard to retrieve new student inquiries in target populationsMet with prospective students and campus visitors on a walk-in basis daily

• Assisted customers in merchandise choices and handled customer service issues• Marketed and promoted products by creating and organizing product displays

Biddeford, Me

Assisted with the development and execution of comprehensive communication plans for prospective studentsUtilized externally hosted web-based products to create segmented student population lists for new inquiry acquisitionCreated and supervised student call campaigns targeting specific categories of prospective students

Biddeford, Me

Established and maintained relationships with prospective students, parents, guidance counselors and teachersReviewed applications and provided admissions recommendations for the Associate Director of AdmissionsDeveloped and strengthened assigned recruitment territory by researching trends, demographics, etc.

Longmeadow, Ma

Established and maintained relationships with prospective students, parents, guidance counselors and teachersPlanned and coordinated admissions events on campus including open houses and new student orientationSupervised the student tour guide organization on campusCompleted application reviews and interviews to provide admissions recommendations for the Director of AdmissionsDeveloped and strengthened assigned territory by researching trends, demographics, etc.

Ba, Sociology, Communications

Chartered Retirement Planning Specialist

Master Of Science (M.S.), Higher Education/Higher Education Administration

Bachelor Of Arts - Ba, Communications, Sociology