Beth Laforme Email & Phone Number

Home-based bakery specializing in cupcakes for all occasions.

• Managed 130+ midsize to large clients (~$2.6MM) in the K12 Education space.• Implemented and onboarded new accounts, generated leads for upsells, and renewed client accounts.• Guided clients on best practices for program usage to achieve maximum ROI.• Worked with district and campus contacts to create tailored success plans with defined goals and metrics for the school year.• Led monthly and quarterly reviews to examine usage trends, identify blockers, and make recommendations for course corrections throughout the school year.• Trained administrators on how to effectively use the Admin Tool and Rosetta Stone program.

• Managed a major Enterprise client account to include multiple monthly reports, daily group updates, monthly license updates, and other ad hoc reports.• Supported learners and administrators globally with questions regarding program and products, including Global LT partner program.• Added new recruiters and companion licenses to sites as needed.• Planned and participated in weekly meetings with client Vendor Advisor; participated in bi-weekly integration meetings and other technical meetings as necessary.• Provided support for invoicing issues.

Remote

• Managed over 560,000 global client accounts for past due payments, account questions, purchases and policy clarifications. Created FAQs for customer quick reference.• Worked with clients to determine learning needs and goals and made recommendations for appropriate programs to purchase (and upsell opportunities) via phone call, email, live chat and ticket inquiries.• Reported monthly metrics and daily customer service metrics.• Provided technical and navigational support across 6 client membership sites.• Partnered with technical team to address platform issues, and sales team for product launches.• Communicated client feedback to improve future program launches.

Assisted Kindergarten teacher with classroom activities, including helping students with math and reading.

Graduated from Medical Transcription Editor course.

Remote Employee

• Provided direct oversight of vendor relationships and brokered training solutions totaling over $20MM. • Program Manager for GlobalEnglish online language learning program. Results included volume discounts (over $1.5 million saved), increased efficiencies/ROI (over $10 million in productivity savings), and significant increase in program utilization (usage increased by 4 times in first year of new contract).• Directed 15 world-wide regional administrators with program marketing, user issues (supported 6500 users) and reporting.• Oversaw critical milestones/deliverables for vendor agreements including performance, contract reviews, extensions, renewals, renegotiations and modifications. • Identified opportunities for growth with vendors.• Evaluated programs and made process improvements to increase effectiveness and efficiency.• Conducted program reviews to ensure proper program adoption and utilization; recommended and implemented changes for programs that were off track.

Falls Church, Va And Remote Employee

• Hand selected as 1 of only 30 team members from global staff for highly sensitive forensic accounting investigation team. • Identified and implemented process improvements and best practices for new reporting methods.• Planned, developed, delivered, measured and reported learning and development activities and performed comprehensive analysis (including ROI) on monthly, quarterly and year-end training data for over 90,000 global employees for distribution to senior management and executives.• Analyzed results of Employee Engagement survey of 90,000 employees and presented findings and recommendations to senior management.

Reston, Va And Falls Church, Va

• Evaluated the effectiveness of reporting methods and made recommendations to senior management for improvement to eliminate problem areas. • Designed, developed and conducted train-the-trainer sessions in multiple field offices.• Served as Project Manager for vendor evaluation and led selection team for online learning programs. • Provided operational and customer support to 5,000 users on 2 separate software vendor platforms.• Prepared proposal for procurement of $1 million third-party vendor training.

Bs, Business Administration

Activities and Societies: Delta Sigma Pi

Mba