- Provide support for 35 L&D account managers in the pharmaceutical industry utilizing ServiceNow, SuccessFactors, and Veeva Vault- Team Lead of 9 LMS associates - Project Coordinator- Ensure client SOPs and SLAs are met- Create/update work instructions and job aides - Maintain multiple Team trackers - Team Trainer- Submit Change Review system enhancements- Scope new work

• Maintain learning profiles using ServiceNow, SuccessFactors, and Cornerstone OnDemand for compliance and licensures• Manage departmental mailbox and ensure 100% submission accuracy for a variety of learning request types• Coordinate training events• Train new associates on procedures for ServiceNow and LMS• Create content for workshops and training• Lead for level II help desk support for clients

• Instrumental in the creation and deployment of virtual training• Lead Trainer onsite and virtually for 1000+ new hire and internal call center employees for Customer Service, Reservation Sales, Guest Assistance, Diamond Desk, Train-the-Trainer, and Coaching Accreditation• Lead Coach for on-the-job training providing positive and constructive feedback to virtual coaches, training assistants, and agents• Managed calendar and allocated resources for all classes for team of 8 trainers• Developed training materials and tools• Performed Quality Assurance tasks for calls, documentation, and compensation• Excellent 90 day retention rate for new hires

• Acted in supervisor capacity to assist guests with escalation issues• Empowered to creatively compensate in a variety of ways to improve overall customer experience• Maintained 100% Voice of the Customer feedback• Member of initiative teams for new procedures providing valuable feedback to managers