Carly Divito Email & Phone Number

● Design and develop learning solutions using a blended approach that includes a variety oflearning formats, including instructor-led, web-based, and self-paced training modules.● Develop cross-departmental relationships with product management, sales, support, andimplementation teams, including accepting and delegating tasks across project teams.● Develop and deliver proactive programs and materials in support of the members needs,including workshops, member group meetings, publications, and other presentations.

● Coached, developed, and executed training for new and existing customer support staff. ● Assisted in evaluating the (technical) expertise of staff, identified individual or group skill gaps,and provided training in order to improve our ability to provide consistent, efficient solutionsfor users. Coaches Customer Support analysts and agents.● Answered escalated support requests and second level referrals in a blended supportenvironment, and placed outgoing proactive calls, resolving or coordinating a resolution for allrequests presented.

● Utilized analytical and troubleshooting skills to understand and diagnose and correct large-scale web applications● Provided software support for customers using OCLC products and services. ● Discovered, researched, tested, and documented new, valuable support information in the call trackingsystem or product-related documentation.

Master'S Of Library And Information Science, Museology/Museum Studies

Bachelor Of Arts - Ba, History