• Drove client success throughout the customer lifecycle, ensuring high levels of customer satisfaction and retention (100% renewal and retention) by: 1. Being a knowledgeable advisor, consulting on the effective and strategic use of the Seertech LMS to deliver, manage, track, and report on training events and compliance certifications – driving adoption, expanded usage, and dependency (stickiness) within the client 2. Providing thought leadership to customers on applying new capabilities in their environments to solve challenges and capitalize on opportunities; creating proofs-of-concept to clearly demonstrate value 3. Facilitating training for new teams or for newly activated functionality 4. Building strong relationships of trust by promptly resolving thousands of customer support issues and service requests; transparent with clients on status – leading to expanding the software platform into new divisions of a company 5. Monitoring customer health to anticipate risks and opportunities and reporting status to the broader support team 6. Writing dozens of articles for the customer online Help Center• Wrote project engagement proposals and SOWs• Collaborated internally to ensure clearly defined assignments and work responsibilities• Mentored new hire functional consultants

Provide technical support to users by researching and answering questions, troubleshooting problems, and guiding clients through corrective steps. Support also included just-in-time training and consultation on best practices.

• Implemented, administered, and maintained the SumTotal LMS for thousands of employees• Responsible for employee compliance with taking security and safety training• Management responsibilities over remote site training managers

• Instructional design and quality assurance for Core-LX on the IBM-sponsored Digital Nation Africa initiative — a free eLearning program offered across Africa (See https://skillsbuild.org/)• Provider of self/team assessments and workshops for DISC, Emotional Intelligence, and Driving Forces (Motivation)• Operational and sales support for the Delphinium educational gamification platform for universities

• Improved leader capabilities and supported succession planning through the implementation and facilitation of comprehensive leadership development programs for 90+ executives/managers • Provided personalized coaching in combination with senior management mentoring and peer support to enhance skills in real time in the workplace• Defined and executed communication plans and created “marketing” materials to drive awareness for leadership programs• Applied adult learning principles to the instructional design of multi-modal learning solutions for leaders and managers (classroom, virtual instruction, eLearning, OJT, seminars, workshops, business case simulations, and self-study)• Improved team interpersonal skills and supported a high performance, inclusive culture by facilitating team building workshops • TTI Certified Facilitator for Emotional Intelligence, DISC, and Driving Forces Motivators• Reported on program progress to the executive team, identifying issues and successes, capitalizing on opportunities, mitigating risks, and planning creative solution enhancements• Developed and implemented Learning & Development best practices to drive learning strategy and program design• Developed and implemented new hire orientation best practices and custom built orientation programs; onboarded dozens of new hires • Facilitated cross-portfolio round table meetings with L&D Managers to discuss issues and trends• Organizational change agent and project manager for the establishment of training departments at three portfolio companies (Kotter change management model)• Provided consultation to over a dozen companies navigating rapid growth via mergers and acquisitions, overseeing the expansion of their training functions to bolster talent development across international teams• Developed online software training for CoreSecurity• Selected/Managed vendor relationships; negotiated discounts of up to 80% using “win-win” approach

• Provided input into the product roadmap as the customer advocate on the product development cross functional team• Instructional designer for product training (software and hardware)• Designed, developed, and implemented product-related training for field service, customers, and partners• Taught Field Service courses and Train-the-Trainer sessions for global instructors• Provided quality assurance by evaluating the effectiveness of training using feedback surveys, KPIs, data-driven metrics and then continuously improving training offerings through incremental updates to existing curriculum• Created annual plan with quarterly goals and deliverables• Set budget, provided resource management, and prioritized projects based on corporate initiatives• Implemented new learning technologies and platforms to improve training development and enhance learner experiences (SumTotal LMS, Articulate 360, Adobe Creative Suite)• Ensured compliance with ISO 9001 standards, maintained documentation, and passed ISO audit• Identified emerging instructional trends and best practices as a member of ATD and ISPI for continuously enhancing approaches to elevate engagement and improve retention • Continuously enhanced approaches to elevate student engagement, improve retention, and achieve strategic business objectives by developing methods, processes, and tools based on research of emerging instructional trends, best practices, and technologies

• Prepared and presented business proposals to senior management for creating training and performance support initiatives• Managed multiple projects and priorities including nine educational programs and three infrastructure initiatives – all within my first year with the company• Accelerated the placement of High Potential new hires into key positions by designing and facilitating an enablement-driven onboarding program. Voluntary turnover 75% less than for standard hires within the first year of employment.• Developed and managed pre-hire “buddy” assignments and a culture-based, new hire mentoring program to support an immediate sense of belonging and inclusion• Collaborated with subject matter experts, management, clients, stakeholders, etc. to capture root cause, assess role-specific needs, ensure quality of training deliverables, and build consensus on learning and development approaches that aligned with corporate strategic direction• Applied adult learning principles to the instructional design and development of Blended Learning Programs (classroom, virtual instruction, eLearning, and self-study)• Worked with managers to create employee professional development plans to guide career growth and provide milestones for accountability• Developed and delivered train-the-trainer sessions and presentation skills workshop• Facilitated Customer Advisory Board to discuss Learning & Development needs – improving customer satisfaction and retention• Developed and delivered marketing campaigns to inform and encourage customers to participate in new training offerings• Launched sales training from Sales Development Expert and sales evaluation from the Objective Management Group

• Built the training department from the ground up, making training available 24/7/365 across the globe via eLearning for tens of thousands of users (employees, partners, and customers) – increasing customer satisfaction and retention while reducing service calls• Hired, oriented, developed, managed, empowered, and evaluated instructional designers, technical writers, LMS Administrator, instructors, and multimedia developers in the creation of documentation, training materials, and performance support deliverables• Conducted performance reviews using 360o feedback to develop a culture of high performance tied to corporate objectives (based on mutually agreed KPIs; status was regularly discussed throughout the year – performance review results were never a surprise) • Instituted a low-cost recognition program to boost team morale and engagement during a challenging period of time• Developed methods, processes, and tools to improve training organization effectiveness

• Managed staff, contractors, and talent to develop and implement training courses for instructor-led and eLearning delivery • Managed customer support group and handled all escalations • Led sales presentations onsite, via web, and at trade shows in the U.S., Canada, and Singapore• Envisioned and developed training solutions to align with evolving company business strategies • Expanded new training product offerings and created marketing collateral• Developed courseware for new employee orientation, customer service skills, and software • Taught software classes throughout the United States, U.K., Singapore, and virtually to India