Designed 50+ training courses on product launches and updates for customer service teams across the US and Mexico.Advocated for, then led unification of global customer success agent training programs towards a decrease in onboarding times and improved customer experience.Created, updated, and analyzed public-facing knowledge base content for August and Yale Home support sites in collaboration with Product and Marketing teams.Implemented an AI chatbot solution for the help center page that redirected 60% of customers to self-serve troubleshooting solutions.Developed, sourced, and implemented a corporate employee onboarding process using a new central LMS across different Smart Residential teams, winning unanimous approval from executive leadership.Oversaw a Customer Success Trainer regarding LMS content on a weekly basis to ensure consistency and knowledge retention across global service teams.Resolved content and migration issues affecting over 150+ help center articles by collaborating with Product, Customer Success, QA, and Marketing teams, leading to a 50.6% increase in article upvotes after monitoring user and product team feedback through chatbot and article analytics.

Led and served as the point of contact for global training initiatives, webinars, and programs for the Global Plans platform, including maintaining a 12-part internal onboarding curriculum in Litmos and a 4-part client-focused training program.Managed training for over 30 new client implementations and served as the training lead for key agency and advertiser accounts; collaborated with 20+ global business and project consultants to ensure a 100% client satisfaction rate.Onboarded and maintained relationships with over 400 clients & employees to ensure seamless transitions onto media planning & buying platforms; recorded 25 client-facing simulated product webinars and instructional videos for publication.Led internal and external product update webinars every 6 weeks, working cross-functionally with product, development, and marketing teams; onboarded new product trainers to take over client-facing product update webinars.Developed new employee onboarding across 2 platforms; reviewed, amended, and standardized certification processes.

Facilitated weekly trainings on the Demandforce product for all employees; created and executed trainings to Customer Success and Sales teams for each new product release.Bridged usability gaps by creating in-app customer walkthroughs and product notifications through Pendo; designed and migrated 90+ customer-facing tutorials from WalkMe to Pendo in 3 months.Interacted with the Product and Customer Success teams to write customer-facing help center articles for product updates and releases; participated in user acceptance testing to ensure article accuracy.Built and sent weekly user statistics to Product, Customer Care, and Operations stakeholders using Google Analytics and Pendo; served as the point of contact for Pendo-related inquiries.

Revamped and led weekly 4-hour New Hire Orientations for all new employees headquartered in our corporate office; conducted follow-up sessions on ZipRecruiter products (Android and iOS apps, overview of features and packages).Coordinated with HR and Recruiting departments to create a comprehensive, efficient onboarding process, resulting in a 50% decrease of missing or incomplete paperwork.Executed 85% of content creation for the Learning & Development team, which included researching and developing decks, activities, and talking points for manager trainings and presentations to C-suite.Designed company-wide e-Learning and live session content for ongoing employee development initiatives, including people manager trainings and a Manager-in-Training program.Wrote team announcements and email templates for all internal communications, such as company newsletters; recorded voiceovers for product tutorials following a partnership with ADP.Consulted department leaders and subject matter experts to assess training needs; built role-specific onboarding experiences for teams such as Business Development, SEO Marketing, & Enterprise Accounts.

Executed biweekly New Hire Orientation sessions; designed and launched a new hire onboarding procedure aimed at delivering a positive, personalized experience to increase retention rates following a major company merger.Created presentation decks and developed training materials for over 1400 employees in collaboration with department unit leaders; facilitated learning through classroom instruction, virtual training, and on-the-job coaching.Tracked employee training metrics to ensure compliance and resolved issues using the Cornerstone Learning Management System (LMS); provided administrative support to the Training & Development Manager.

Ensured a positive shopping experience and resolved complaints using a customer-centered approach. Assisted with onboarding and implementing curriculum for incoming customer service representatives in a fast-paced environment.Certified as an Apple Product Professional to consult customers on the latest MacBook Pro and iMac products to drive average sales of 15 items per month.

Served as the face of the Center by holding office hours, moderating social media channels, and greeting visitors.Connected over 50 individuals to available opportunities, resources, and information.Returned as a Volunteer Coordinator to schedule and manage 30 volunteers at “Cripping” the Comic Con 2016, an annual conference hosted by the Disability Cultural Center.

Secured over $9,000 in monetary gifts from alumni, parents, and friends of Syracuse University. Represented SU, communicated its needs, and processed confidential information.Reached a 73% individual pledge rate for recent graduate donors.