Danielle Canterberry Email & Phone Number

• Brought a video-based microlearning program from concept to successful implementation, performing front-end analysis, project management, instructional design, curriculum development template creation, digital asset.
• Led team of 20-30 off-site contractors in adapting created curriculum templates as needed to implement a video based, mobile-first, self-paced microlearning catalogue.
• Created multi-level and stakeholder-based content prioritization tools and performance analysis metrics for new microlearning content.
• Liaised with SMEs and product owners in multiple departments, as well as external clients, to analyze deficiencies in current training programs, creating content to fill gaps, and delegating content creation to SME.
• Designed, built, and implemented gamified learning using Storyline and Captivate to supplement the microlearning content catalogue with knowledge evaluation and training effectiveness evaluation.
• Assisted with evaluation and implementation of new corporate software, including extensive evaluation of new LMS systems and their API capabilities.

Austin, Texas

• Created curriculum for and delivered deep technical training on DLP and Email Security products both internally for technical support, and externally for trainers, administrators, and system engineers. Delivered.
• Recognized for contributions to building new team and project management-supporting systems, including Agile project management documentation, Instructional Systems Design, and JIRA administration. Created systems were.
• Created bespoke training offerings for multiple global scale enterprise (Fortune 500 and higher) level clients, resulting in the continued retention of several at-risk accounts.
• Received in person training on the principles of Instructional Systems Design from Harold D. Stolovich, author of Telling Ain’t Training.
• Led multiple quality improvement initiatives for underperforming elements of the DLP training portfolio by driving in-depth evaluations and providing performance coaching.
• Responsible for onboarding new training team members and certifying instructional readiness.

Austin, Texas

Austin, Texas Area

• Provided shadowing and onboarding support for new hires on the Data team, resulting in increased employee 1st year retention and averaging a 25% reduction in time to first call.
• Recognized for consistently high metrics (99th percentile) in productivity and customer satisfaction, with NPS scores averaging in the high 90’s.
• Provided white glove support and client experience for all support tiers, including mission critical enterprise clients.

Austin, Texas

Austin, Texas

• Designed course curriculum and provided training during nesting period for new hires on the support team.
• Provided advanced training, performance coaching, and job guidance for a team of 15 support engineers.
• Using primarily Five9, Salesforce, Excel, and I3, created management processes for the Team Lead role, generating verifiable and actionable metrics to use in performance coaching and reporting to upper management.
• Took ownership of both manager escalations and high-level technical escalations from support, keeping ownership of those contacts until resolution, resulting in increased client retention rates.
• Handled change management and scaling optimization during support department expansion and company policy revision.
• Provided first class SaaS platform management and technical support, including retail site management through API, and site development using HTML, CSS, and JavaScript.

• “Acted up” as needed as trainer and supervisor for new hires, and performance coach for Tier I representatives.
• As a subject matter expert, assisted with training, coaching, knowledge base editing, and policy revision.
• Used multiple proprietary tools to provide epic billing and technical support for all Blizzard products, including networking troubleshooting, hardware health, in game support, and software diagnosis for Windows and.
• Recognized for consistently high metrics, team leadership, and process innovation.

Education record

Programming and Software Development

Business Management

English (Creative Writing)

English (Creative Writing)