- Set training standards for the Customer and Operations teams to produce effective consistent training materials- Established cross-functional Knowledge Management (KM) team to document Customer and Operations teams’ procedures- Coordinated a comprehensive career matrix to launch Career Development program with 33% of FTEs setting career goals- Produced a job shadow program where participants were able to shadow, learn, and produce a functional project in their area. - Managed learning programs (budgeting, planning, execution) impacting all of the Customer and Operations teams- Completed the Learning Management System (LMS) platform evaluation, selection, and migration to save 50k per year and provide FTEs with greater learning programs- Launched 30+ e-learning courses targeting improvements in contact and process handling- Mentored employees in the Customer and Operations teams to improve the quality of training experiences

- Created a strong Instructional Design (ID) team to manage learning products (stocks, crypto, and live support) for the Customer Experience (CX) team- Managed LMS Selection to launch a successful platform for learning experience- Coached Instructional Designers and contractors to set goals, plan for future growth, and develop their skills- Led ID team projects through team capacity planning to ensure on-time delivery of training products- Instituted legal/compliance review process for all training materials- Fielded legal requests and provided learning data to defend claims- Created curricula for a variety of job roles in finance and cryptocurrency including presentations, facilitator guides, activities, and e-learning

Master Instructional Systems Design (MISD) certification from ATD in June 2015

Developed telecommunications products in conjunction with Marketing, IT, and Customer Service departments. Led Functional Review Team to create the specifications for new products and features and ensure that the final rollout met these specifications.