As a Solutions Engineer, I am a member of the sales organization supporting in revenue generation by presenting NAVEX customers with solutions that meet their specific risk and compliance needs and helping them realize the value of our fully integrated platform.I work closely with sales reps to understand the customer's needs and then develop and deliver technical presentations and demonstrations that bridge the gap between the technical and business sides of the equation. I use my technical expertise and industry experience to clearly and concisely explain complex technical concepts to non-technical audiences. This helps build relationships with customers and earn their trust.

As a Project Manager, I am a member of the global Delivery Team, specializing in implementation of SaaS based compliance learning software. I manage multiple projects for a variety of business segments and industries. In addition to external-facing projects, I lead and participate in various internal initiatives to develop and standardize processes following the merger of LRN and Thomson Reuters Compliance Learning organizations.KEY ACHIEVEMENT:+ Supported key high profile internal project to develop, map, and standardize processes, as well as identify efficiency gains and best practices for three workstreams to ensure consistency and quality approach across global teams following merger of LRN and Thomson Reuters

As an Associate Implementation Project Lead, I am the senior team member and SME for the organization's online training implementation team. Externally, I manage projects for the organization's high- and executive-touch level customer accounts. I am regularly called upon to deliver to the most sensitive, high-visibility accounts to heal the business relationship and prevent churn. Internally, I lead and participate in and lead cross-functional projects that provide ongoing support to the teams in US and EU locations. For the implementation team, I provide coaching and feedback to all team members for professional development and adherence to best practices. I assist the customer success team by advising on product adoption techniques with a focus on customer retention. For the sales team, I review and create scope of work statements for non-standard customizations as well as provide guidance on pricing/subscription models.KEY ACHIEVEMENTS:+ Managed escalated, executive-level projects and provided coaching to the involved IMs resulting in churn prevention of 6 accounts totaling $875K+ in ARR in 18-month period+ Developed and facilitated cross-department training sessions for US and UK teams to support a new product launch, catering toward department roles, objectives, and overall success metrics+ Expanded onboarding program by identifying and developing 3 colleagues into facilitator roles, leading to their promotions and 16 successful trainees in 12 months+ Proposed, piloted, and managed peer-mentoring program across 5 teams that connected 20 senior and new team members on a regular basis for ongoing development of all participants

As a Senior Implementation Manager, I am trusted to guide the organization's highest value and most complex customers through the implementation of ethics and compliance software solutions. I specialize in resolving individual customer needs by finding new ways to leverage existing systems and templates. In addition to customer-facing responsibilities, I am also the Subject Matter Expert (SME) for the organization's e-learning courseware and learning management product. I utilize my knowledge to assist leadership and provide insight to cross-functional teams in support of internal initiatives, including product development, road-mapping, and process documentation. I also lead bi-weekly Roundtable meetings discuss important topics, process changes, and best practice guidelines with the implementation team.As a Senior Implementation Manager and SME, I developed and manage an onboarding program for new implementation managers. The program allows for self-guided learning, supported with one-on-one mentoring that allows for new hires to quickly learn the organization's systems and methodologies.KEY ACHIEVEMENTS:+ Recognized as Subject Matter Expert (SME) for e-learning product due to my thorough product knowledge and process orientated approach+ Represented Implementation Department on product “Core Team” that focused on improving communications between internal stakeholders for product road-mapping and change management+ Designed and launched a new onboarding program and process for new team members that reduced facilitator hours by 50% and shortened onboarding timeline from 6 weeks to 3 weeks+ Standardized process documentation for e-learning product implementations, leading to more consistent and efficient implementation experiences for customers

As an Implementation Manager, I guided clients through the implementation of ethics and compliance products and solutions, specializing in online training courseware and Learning Management Systems (LMS). I designed, set up, and configured the client’s system to meet their unique business workflow needs. I advised my clients on industry best practices to ensure successful launch of an engaging ethics training program that creates a culture of compliance for the organization. By focusing on successful and on-time project completion, I handled a caseload of up to 50 concurrent projects. I managed project timelines and helped clients plan and track project deliverables. I delivered user meetings and training via webcasts to educate clients on the use of their new software systems.KEY ACHIEVMENTS:+ Received 27 consecutive 100% post-implementation customer satisfaction surveys, which set a new department record and increased our NPS score+ Managed a portfolio of 40-50 concurrent projects while exceeding all KPIs for 5 consecutive quarters

As an Operations Supervisor, I was responsible for the day-to-day management of a team of 16+ Bilingual Communication Specialists. I fostered an environment of continuous improvement while developing and inspiring my team members to improve their performance in a way that created a world class customer experience. I delivered coaching and feedback to my team members in all areas of performance, including metrics and behaviors related to the customer experience. Through the analysis of performance data and conducting quality observations, I identified strengths and opportunities and created individual development plans, which were then implemented through one-on-one learning sessions and electronic communications.KEY ACHIEVEMENTS:+ Participated on team that standardized Call Handling Quality metrics and scorecard for all call center locations as part of post-merger integration+ Completed individual improvement plans through analysis of performance data, leading to internal promotions of four team members

As a Senior Communication Specialist, I audited internet and call center generated ethics and compliance reports to screen for client specified conditions in order to dispatch and escalate according to client guidelines. I reviewed call center reports for quality assurance purposes, and I provided feedback to the Operations Supervisors for ongoing team member development. I also assisted the Learning and Development Specialist with on-the-job training of new Communication Specialists. In addition to my normal duties, I served as a back up Workforce Analyst, which consisted of monitoring intra-day staffing levels to ensure service levels were met. As a Bilingual Senior Communication Specialist, I completed translation of ethics and compliance reports and client/reporter interactions from English to Spanish and vice versa.KEY ACHIEVEMENTS:+ Assisted in creation and implementation of standard process for Spanish-speaking Communication Specialists that created a consistent caller experience and written reports for clients across four international call center locations+ Translated existing training materials from English to Spanish that facilitated onboarding of Spanish-speaking Communication Specialists+ Established screening process using the Interagency Language Roundtable (ILR) scale to measure candidate language proficiency during the hiring process

I conducted over-the-phone interviews with English and Spanish-speaking reporters to gather information that enabled clients to gain insight on how they can improve the work environment for their teams while minimizing their organizational risk. I ensured that all key questions required to establish a report detailing the reporter’s experience were captured, with extra attention given to ensure quality and accuracy of report details. I engaged each reporter with the utmost honor, care and concern while maintaining strict confidentiality of all information.

Drove top-of-mind brand awareness by engaging guests via Social Media outlets. Managed Twitter (@QdobaNC), Facebook (QdobaCharlotte, QdobaRaleigh), and YouTube (QdobaNC) accounts. KEY ACHIEVEMENTS:+ Wrote and hosted eight-episode YouTube series, "Tailgating Tip of the Week", with a focus increasing Qdoba Catering sales during football season

As the General Manager, I directed day-to-day store operations. I managed labor, cost of goods, personnel, and administrative procedures, while maintaining quality, sanitation, and operational standards as established by corporate and municipal entities. I analyzed sales data to create local store marketing plans to increase year over year sales. I prepared and presented regular fiscal and budgeting reports to senior Management and the Franchisee. I hired, trained, led and inspired staff to exceed guest expectations and maximize profitability.