Lead a team of Instructional Designers and Graphic Designers, managing multiple concurrent projects, with a focus on classroom, Articulate Storyline/Rise eLearning, and video-based training.

Researched, designed, and enhanced instructor-led and eLearning curriculum for technical, regulated business processes leveraging ADDIE instructional design skills. Designed and facilitated virtual and classroom training for cross-functional colleagues including Sales Training Director, Relationship Managers, and Product Managers.

Facilitated new hire and inbound customer service training, serving as acting manager for the first 30 days for 25+ trainee groups of 10-18 over a 4-year period. Traveled to New Zealand, the Philippines, and across the U.S. to launch new inbound and outbound sales training, train-the-trainer programs, and one-on-one coaching programs for successful support of key accounts. Evaluated staff performance during training cycles in partnership with HR; made recommendations for retention of staff following successful course completion or terminations.

Supported clients in diverse B2C industries (telecommunications, marketing, media, retail, consumer electronics, and credit and financial services). Served as SME on products and earned Team Lead position.