• Develop a comprehensive year-long enablement roadmap, outlining strategic development of individual contributor roles, creating tailored content, and optimizing delivery methods to enhance team performance and alignment with organizational goals. • Conducted a needs analysis for content development, resulting in ~50 new training initiatives that enhanced pipeline generation, maximized product knowledge, and contributed to a 10% increase in sales. • Develop clear and measurable learning objectives for newly created courses, facilitating targeted and goal-oriented training. • Implemented an efficient work stream process, streamlining operations and reducing stakeholder workload by 5%, improving productivity and cross-functional collaboration.• Demonstrate expert knowledge of LMS software such as Seismic, leveraging this expertise to create specialized training courses and documentation.• Design and deliver training courses and documents for the entire company, ensuring consistency and high-quality training across all departments.• Collaborated with cross-functional teams—including Product Marketing, Product Management, and Engineering—to ensure content alignment, validate key materials, and deliver tailored training programs that met diverse stakeholder needs. • Manage ad hoc assignments and special requests for the creation of training materials, demonstrating flexibility and responsiveness to emerging needs.

• Proactively research over 1,000 camera networks to ensure optimal operational efficiency.• Consistently in the top 5% for response times, cases resolved, and phone calls answered.• Respond to over 30 daily customer inquiries regarding complex issues and provide troubleshooting resolutions resulting in 10% increase in customer satisfaction.• Expeditiously responded to over 100 internal stakeholder requests that has instilled an overall increased of confidence within the customer experience team.• Liaise with enterprise, law enforcement, and HOA customers providing over 100 hours of software training.• Review, create, and implement over 50 work order requests for geographical planning and implementation of hardware deployments.• Received the highest rating in customer satisfaction for Q4-23 out of 7 other employees.• Discovered an improvement opportunity for internal software and worked with internal stakeholders to roadmap software implementation.• Created a practical based competency evaluation for new employee training.• Awarded Q4-23 “Support Hero” for resolving over 2,000 email and phone cases.

• Responded to customer complaints in an expedited manner, exceeding the department's expectations.• Attended 10 customer engagement events with over 1,000 customers at each event, fostering stronger customer experience relationships.• Managed several thousands of dollars in assets with no loss.

• Investigated and resolved over 7,000 customer complaints including fraud, violent crime, workplace violence, cybercrimes, and assaults.• Managed 10 direct reports and compiled detailed performance review reports.• Responded to over 10,000 crisis situations and lead as the point of contact for a majority of them.• Developed 15 workplace initiatives resulting in a 15% decrease in workplace incidents.• Collaborated on several companywide committees that fostered cross-departmental collaboration.• Attended over 2,000 hours of training including diversity, customer service, and asset management with a 100% pass rate.• Achieved a city-wide recognition for outstanding customer service.

• Reviewed and investigated over 1000 allegations of workplace violence, sexual harassment, and EEO complaints.• Managed 16 direct reports to include over 100 hours of presented training and performance reviews.• Responsible for the administrative function of a 610 residential facility including an $8,000 budget.