Professionally-trained voice actor, providing voice-over services for audiobooks, narration and commercial projects.

• Product release coordination and sprint management• Coordination with project managers, account managers, and sales executives to craft feature requirements and prioritize the product roadmap ARMATURE’s core system• Project management, business analysis, and system configuration as part of development and enhancement efforts for accreditation management and quality management solutions using Agile methodologies• Working with clients to collect and prioritize user stories and requirements• Managing project budget and resource allocation across multiple projects• Interfacing with product and services teams to deliver high quality solutions within projected budget and timeline• Reporting of project budgets, project status updates, and monthly projections• Providing account management for existing clients

• Managed small team of customer support representatives, responding to support tickets submitted by mobile app users and handling escalated issues• Wrote and maintained knowledge base articles and response templates• Reported on support metrics, mobile app user statistics, and customer retention• Conducted product demos and troubleshooting webinars

• Provided project management for the development and enhancement of accreditation management and assessment solutions• Worked with clients to collect and prioritize user stories/requirements• Managed budget and resource allocation across projects• Reported monthly projections, project budgets, and project status updates

• Led the effort to convert course completion certificates from hard copy to electronic format, saving the company an estimated $50,000 per year• Established framework for PMO to provide guidance, oversight and coordination on internal projects • Provided business analysis and project management expertise on a variety of projects and process re-engineering efforts

• Managed department responsible for processing all post-class materials and responding to requests for grades, transcripts, and certificates.• Implemented SpringCM document management system for electronic filing of post-class materials, reducing reliance on hard copy materials.• Documented the process for processing post-class materials, including the creation of a training/reference guide.

• Responsibilities included business process analysis, process re-engineering, training documentation, requirements gathering, system implementation.• Managed the implementation of a company-wide CRM system.• Played key role in upgrade of the organization's Learning Management System, including requirements gathering, system configuration, data mapping, test case development, training documentation, and user training.

• Managed staff of 14, responsible for student registration and billing and processing of post-class materials.• Created and maintained documentation for Customer Service processes.• Implemented changes in post-class materials processing, leading to increased efficiency and a reduced error rate.

• Managed personnel and processes in the following areas: customer helpdesk, user training, account management, and new customer implementation. • Led effort to build the Customer Service department after serving as the lone contact for customer service, training, and implementation for nearly 20 months.• Developed and maintained the organization’s first user manual and implementation guide.• Coordinated meetings with the Customer Advisory Council and routinely updated the Customer Care website.

Sole support contact for company's entire customer base for nearly 20 months.

Responsible for lead generation and online product demonstrations.

- Radio play-by-play voice for high school football, basketball, and baseball (1995 - 1999).- Radio play-by-play voice for the Lafayette Leopards minor league baseball team for the 1997 and 1998 seasons.