Led a high-priority project for Zones Managed Services team in the design, development and execution of onboarding and technical training targeted to their Client Services technical and clinical support teams, as part of a new software support service.• Outlined learning requirements, partnering with internal and external key stakeholders.• Executed within eight weeks of project start date a formal onboarding learning path along with two additional learning tracks for technical support and clinical support. • Rapidly mastered Adobe Premier Pro and Captivate authoring tools to develop video learning content. • Defined report and dashboard requirements for internal and external customers to monitor training and ticket volumes.

Implement and manage Rite Aid’s SaaS LMS systems and third-party integrations. Partnered with Learning and Development, Information Technology, Customer Support teams and third-party vendors to manage day-to-day operations for Rite Aid’s learning initiatives. • Primary point of contact for providing solutions and best practices for leveraging LMS features and functionality to deliver, track and measure performance to meet organizational learning objectives.• Setup and execute AICC/SCORM courses/programs and ensure accurate audience and campaign assignments.• Establish standard operating procedures and policies for LMS and third-party vendor applications.• Provide requirements for and manage third-party vendor integrations and application support.• Build reports/dashboards for teams overseeing regulatory course offerings to ensure overall compliance. • Develop troubleshooting guides, knowledge articles and quick text for Call Center Support and serve as LMS subject matter expert.

Recruited to startup company Customer Service - Call Center. Focus on implementing strategic and project plans while managing daily activities including talent management, staffing, training, scheduling, and reward and recognition. Implement and manage technology projects for Salesforce, Service Cloud Case Management and Talkdesk, Call Management systems. Establish, monitor and provide analytics & metrics data on SLA and KPI compliance. Develop and update system policies, procedures, and productivity standards.

Managed and supported business applications, user accounts and workflow configuration for complex systems. Gathered requirements for business application upgrades and new system implementations. Created functional specifications with developers to configure complex workflows and architectural designs for new systems. Responsible for testing, QA. Provided high level technical and functional support for the implementation and day-to-day operation, support, maintenance, usage, analysis, and administration of existing LMS, GP and CRM systems.

Liaison and project manager for SumTotal LMS conversion from GeoMaestro to their Enterprise platform, leading cross-functional teams, conducting requirements analysis, system setup and implementation, testing and QA. Assisted in deployment and training of new LMS functionality, including reports and related business intelligence tools. Provided technical and functional support during implementation and then the daily operation, support, maintenance, usage, analysis and administration of the LMS.

Launched organizations virtual Corporate University and Learning Resource Center for physicians, students and employees. Led cross-functional teams to integrate HRIS system with LMS. Collaborated with teams to design curriculum and develop course content for annual safety and compliance training, new employee onboarding including computer software training and a large-scale nursing initiatives to promote consistency across all modalities, significantly reduce overall training costs and increase training compliance.

Launched and branded SwedishAmerican’s Corporate University teaching and learning curriculum’s with learning paths for staff, management and leadership development paths. Led cross-functional teams in creating a new employee onboarding experience using a just-in-time blended-learning approach, including a culture day, technical and role-specific training for clinical and non-clinical staff. Implemented key organizational training initiatives in Diversity and Inclusion and Service Excellence training for 3500+ healthcare employees.