Designed and delivered a three-month upskilling program for the Customer Success team, including instructor-led training on soft skills, new processes, and product capabilities, averaging 4.5/5.0 learner satisfaction.Launched a certification and training program for VAT calculation software, averaging 4.4/5.0 customer satisfaction.Designed and implemented a Power BI dashboard for training data.

Overhauled the recruitment and new-hire-training programs to increase productive staff members by 33% within three months, using a blend of e-learning, instructor-led training, job shadowing, and assessments.Increased the Customer Service team's issue-closure rate by 29% per person.Collaborated with the Software Product department to exhaustively document the support request process according to industry best practices, including revised resolution targets, cross-departmental hand-offs, and internal SLAs.Improved quality control by implementing a ten-point rubric for spot-checking how agents handle issues, covering areas such as information-gathering, cause-determination, and professionalism.

Launched a B2B e-learning product offering and achieved 15% profitability in 2 years. Launched the company’s first system administrator certification program, using both e-learning and remote instructor-led training to ensure candidates could rapidly demonstrate proficiency.Launched a B2B customer portal using Jira and Confluence that served 400+ organizations.Led the conversion of Galaxy software documentation from screen-by-screen descriptions in PDF files to task-based instructions in HTML, resulting in useful, easily searchable reference material.Led the creation of a library of technical sales guides, documenting selling points, limitations, competitor analyses, and sales workflow steps.

Set the company's strategy for increasing training profits and improving training efficacy for both employees and clients.Provided training templates and coaching to a team of instructors and instructional designers.Consulted with clients to help them select the right instructor-led class, e-learning course, or customized training session from Gateway's learning catalog.

Used needs analysis techniques, coding ability, and project management skills to lead the search for and roll-out of the company's first learning management system.Worked with software-development SMEs to create hands-on instructor-led technical training.Created self-paced Point-of-Sale training featuring simulated customer interactions.

Developed and launched an HR database for 4,000 employees using SQL, MS Access, and Visual Basic.Programmed an HR dashboard that drove the company’s goal-planning completion from 50% to 95%.Reduced time to productivity for new program managers from 2 months to 1 month by conducting a needs assessment, identifying the most critical tasks required of new hires, and working with an SME to outline steps and tips for those tasks.

Showed facilitation ability by leading insurance SMEs in writing and reviewing test items for regulatory licensing exams.

Built a deliverable tracking database, eliminating the need for weekly inter-department status meetings.Showed attention to detail in a high-stakes environment by proofreading and testing computer-based regulatory exams.

Demonstrated flexibility and improvisation by tailor-making every lesson to individual students’ needs.

Introduced game-based learning to 130 students, averaging an 8/10 enjoyment rating for a typical unit.

Designed sales posters for upsell programs, matching product features to customer segments.

Showed adaptability by covering middle school and high school classes on short notice.