As a Center of Excellence (CoE) administrator I'm responsible for the strategic management and development of internal platforms, focusing on efficiency and user experience. My work includes administering systems like Smartsheet and SharePoint, designing and maintaining CoE resources (playbooks, documentation, etc.), overseeing platform design processes, and supporting new Admin onboarding. I actively contribute to CoE committees and communities, lead platform feature training initiatives, and ensure consistent branding across our global platforms.Some of my daily tasks include but are not limited to:1. Help manage the Center of Excellence (CoE) system, process, and tools for the Dealer Training and Productivity team (DTAP) and stakeholders.2. Support the Dealer Training and Productivity team in managing CoE operations, stakeholders, timelines, and launches and assess and address process improvements.3. Monitor compliance with CoE standards and use templates, workflows, and processes.4. Co-manage the CoE system of record.5. Help create and maintain the CoE team site and manage access.6. Act as a subject matter expert on digital adoption solutions and co-author workflows to support gamification and learning platform launches.7. Manage stakeholder and admin access to learning platforms.8. Partner to develop, assess effectiveness, monitor feedback, and maintain all stakeholder and learning platform admin training.9. Provision and monitor certification of platform administrators.10. Manage platform administrator support cases as needed (by email, phone, and video calls).11. Maintain a list of platform administrator community and support communications to them.12. Monitor administrator activity and remove inactive administrators.13. Notify administrators to archive old programs and assets as needed.

𝑷𝒓𝒐𝒇𝒆𝒔𝒔𝒊𝒐𝒏𝒂𝒍 𝑺𝒖𝒎𝒎𝒂𝒓𝒚:Enthusiastic Learning Consultant with a proven track record in fostering organizational effectiveness and developing teams. Experienced in orchestrating Center of Excellence initiatives and driving strategic learning initiatives.𝑳𝒆𝒂𝒓𝒏𝒊𝒏𝒈 𝑪𝒐𝒏𝒔𝒖𝒍𝒕𝒂𝒏𝒕 - (𝑶𝒑𝒆𝒓𝒂𝒕𝒊𝒐𝒏𝒔 𝑻𝒓𝒂𝒊𝒏𝒆𝒓)➔ Spearheaded initiatives to elevate individual and organizational effectiveness, demonstrating a commitment to fostering a high-performance culture.➔ Designed and implemented specialized eLearning courses for Service and Operations teams, focusing on essential areas such as systems, policies, and internal procedures, ensuring a skilled workforce.➔ Played a pivotal role in instructional design initiatives as a training project resource to create engaging and targeted adult learning experiences.➔ Conducted thorough discovery sessions with staff and Leadership to identify training requirements aligned with business goals and Key Performance Indicators (KPIs), ensuring maximum impact.➔ Proactively sought and recommended carrier-sponsored education opportunities, contributing to the continuous development of the team and fostering a culture of excellence.➔ Served as the go-to tech expert for various systems and applications crucial to daily operations, reinforcing a reputation for technical proficiency and problem-solving.➔ Assumed accountability for identifying gaps or opportunities in learning roadmaps and formulating strategic plans based on recommendations for improvement.➔ Rigorously documented and supported Agency license compliance, including Continuing Education (CEs), state requirements, and more. Ensuring strict adherence to industry standards and regulations.𝑲𝒆𝒚 𝑨𝒄𝒄𝒐𝒎𝒑𝒍𝒊𝒔𝒉𝒎𝒆𝒏𝒕𝒔:- Achieved a meritorious level increase during the 2023 Annual Review- Recipient of NEXT Level Award - "Be Unstoppable" - Aug 2022- Promoted to Learning Consultant within the first year of employment

As a P&C Sales Insurance Associate, I provided a dedicated and client-focused approach to the dynamic insurance world. In this role, I successfully navigated the intricacies of the insurance industry, specializing in Small Business Insurance. ➔ Client Relationship Management: Developed and maintained strong relationships with clients by addressing concerns and ensuring their peace of mind.➔ Policy Analysis and Recommendations: Conducted thorough policy reviews, identified coverage gaps, and escalated complex client requests to Account Managers. ➔ Team Collaboration: Collaborated with P&C Account Managers, Sales agents, and Sales support staff to streamline operations and enhance overall service delivery.

As a Project Manager at Ardent, I was pivotal in orchestrating the development and execution of three impactful Dealership training workshops. I'm working closely with the Account Director, so I ensured seamless coordination of these sessions. This involved securing suitable hotels and venues and overseeing logistics for over 10 regional training events. I also tailored customized client workshops, extending my reach to 40 dealerships across Canada.Within my initial 30 days, I spearheaded a mission to expedite training workshops. I liaised between our third-party call center and a French-speaking contractor to enhance workshop attendance. 𝑲𝒆𝒚 𝑨𝒄𝒄𝒐𝒎𝒑𝒍𝒊𝒔𝒉𝒎𝒆𝒏𝒕𝒔:➔ Pioneered a time-saving initiative for delivering client progress reports, resulting in a 50% reduction in processing time.➔ Redesigned and expanded the training feedback process using Survey Monkey, enhancing the quality and depth of insights gathered.➔ Achieved Smartsheets certification in December 2019, showcasing proficiency in project management tools.

During my tenure at Sutherland Global, I progressed through roles of increasing scope and responsibility, demonstrating a commitment to excellence, and contributing significantly to the organization's success. Beginning as an entry-level Agent, I advanced to the position of Subject Matter Expert. Subsequently, I became a Training Specialist, culminating in my promotion to Senior Training & Development Specialist for a new campaign with Airbnb.As a Senior Training Specialist, I was pivotal in steering and coaching a team of 300+ employees across two enterprise accounts. Additionally, I was responsible for mentoring 11 Virtual Training Facilitators (VTF) and assumed the role of Acting Training Manager.My contributions were acknowledged by both internal and external teams for training presentations and insights during client business reviews, earning me an invitation to participate in future meetings. 𝑲𝒆𝒚 𝑨𝒄𝒄𝒐𝒎𝒑𝒍𝒊𝒔𝒉𝒎𝒆𝒏𝒕𝒔:➔ Developed a pre-certification process for the Virtual Training Facilitator (VTF) team, resulting in an outstanding 97% Airbnb certification success rate.➔ Co-led a 6-week performance "Extended Nesting" process aimed at improving low-performing agent and trainee metrics, achieving an impressive average graduation rate of 95%+.➔ Mentored and developed VTF team members to attain Training Specialist status.➔ Streamlined talking points to reduce average call time and optimize productivity, with the new script being adopted across approximately 20 partner sites.➔ Contributed to a notable improvement in call center metrics, including call handling time, QA scores, and customer issue resolution, achieving approximately a 10% enhancement.𝑨𝒘𝒂𝒓𝒅𝒔 𝒂𝒏𝒅 𝑨𝒄𝒌𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆𝒎𝒆𝒏𝒕𝒔:➔ Received the Sutherland “Clients” Value Award in September 2018

In my first 18 months with Sutherland working on the ATT/DirectTV campaign, I advanced my career three times. During this period, I led collaborative learning experiences for up to 31 trainees per class; managed inbound calls and service tickets. I demonstrated how to deliver outstanding customer care in real-time training experiences. Additionally, I supported and coordinated with HR to further on-site interviews and the on-boarding process. I regularly performed new-hire orientations for teams of up to 50 employees. I also authored scripts and call interaction templates. Simultaneously resolved customer billing and service inquiries during training sessions to model exemplary service. Key Accomplishments:♦ Awarded three promotions in 18 months.♦ Conducted observational assessments across the organizational matrix, identified training opportunities.Awards and Acknowledgments:★ Sutherland “Entrepreneurial spirit” Platinum award Date: June 2015★ Sutherland “People” Platinum award Date: August 2013