Amy Gagnon, M.Ed Email & Phone Number

United States

• Developed a goal-based onboarding, reducing TTV by 75%.
• Project manages up to 25 clients’ implementation, ensuring a smooth and successful account setup.
• Collaborates between departments to refine and map onboarding, customer education and overall experience.
• Uses instructional design best practices to create and update training courses based data from client feedback.
• Lead virtual instructor-led sessions for up to 50 people, ensuring user proficiency and satisfaction.

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• Completed 200+ hours of technical and business skill training to pursue a Salesforce certification.
• Developed and customized Salesforce orgs for three case study simulations.
• Training content includes Salesforce security, org setup, data management and analytics, declarativeautomation tools and more.

Uniondale, New York, United States

• Managed a portfolio of 400+ students, tracking multiple metrics to support growth and create interventions when needed.
• Performed ad hoc assessments on engagement, shifting presentation style to increase participation.
• Increased student academic success by breaking down and introducing complex concepts in a strategic manner.
• Worked with senior stakeholders to create needs analysis defining success outcomes for students.

• Managed end-to-end customer lifecycle to ensure satisfaction and success.
• Analyzed customer communication to optimize outreach, drive retention rates and reduce low-value work.
• Maintained a 91% CSAT score through stellar support and clear communication.

• Implemented company-wide procedures to enhance data efficiency and accuracy, improving customer satisfaction by reducing errors.

• Owned a portfolio of over 150 customers, providing personalized communications via phone and email.
• Managed CRM data.

Bainbridge Island, WA

Bainbridge Island, WA

• Collaboratively planned and facilitated a peer workshop resulting in better relationships between participants and educators.
• Performed ad hoc assessments on participant engagement, shifting presentation styles to increase participation.
• Built relationships with new and diverse stakeholders every week.
• Designed interdisciplinary-themed courses ensuring compliance with state and national standards.

Phnom Penh, Cambodia

• Created an anti-bias, social-emotional learning curriculum based on growth mindset, philosophy, respect, and human development.
• Evaluated and adapted curriculum to students’ cultural and language needs.
• Maintained accurate records of various data points for 24 students within eight courses.
• Utilized formal and informal assessments to monitor student success and understanding.
• Designed and delivered two high-impact professional development presentations using multiple technology platforms for peers.
• Managed overnight excursions for 23 students and six adults, including transportation, accommodations, health and safety, learning opportunities and budget.

Project Management

Salesforce Certified Administrator | Administrator | Business Analysis

Master’S Degree, Curriculum And Instruction, 3.98

Bachelor’S Degree, History, 3.88

Activities and Societies: Phi Beta Kappa, Golden Key Honor Society, Phi Alpha Theta

Education record

Education record