Donald Tran Email & Phone Number

-Collaborating with learning tool providers to analyze and test LTI integration capabilities-Creating support documentation for publishing partners and internal implementation teams-Troubleshooting launch errors, gradesync issues, and deep linking setup problems

-Managed multiple escalations teams to improve resolution times, quality of communication, and depth of Customer insights-Provided a continuous improvement feedback loop with internal teams across Product, Technology, and Content-Partnered with external tool providers to develop and improve Customer Support processes-Developed the next generation of Learning technologies by clarifying, quantifying, and amplifying the Voice of the Customer.

-Managed Tier 3 Customer Support case escalations to ensure timely resolutions and effective communication-Analyzed Customer insights to improve CX processes and better inform Product development-Hosted a daily triage call to field, prioritize, and resolve our most complex Customer issues

-Facilitated the onboarding and implementation of Macmillan Learning digital products to instructors in K-12 school systems-Improved pedagogy by applying Learning Science and insights to course management-Provided resources for standards based education, data driven instruction, and active learning environments-Leveraged experience as a secondary education teacher, higher education publishing rep, and business management student to provide holistic solutions for instructors, administrators, and information technologists

Hamilton, Nj

-CRM team lead and custom curriculum solutions liaison-Provided innovative course materials and content to instructors while seeking to bring affordability to higher education through creative problem solving and technological expertise-Managed accounts that spanned several time zones by constantly demonstrating reliability, punctuality, and ability to connect-Collaborated with colleagues, management, and clients to create optimal solutions by serving as the facilitator of the conversation-Stayed abreast of the latest trends and best practices in teaching and learning with experience as a student, teacher, and content provider.

Roselle, Nj

-Composed the 8th grade science curriculum using backwards design from content standards to specific student learning objectives and activities; continued curriculum revisions each year-Team Leader for professional learning community (PLC)- developed and executed agendas that met the specific needs and concerns of students-School Leadership Council Member-revised teacher and administrator interview protocols, and various school improvement projects-Technology Integration Mentor- assisted teachers and staff in the use of technology to drive instruction through individualized tutoring sessions, group training, and online webinars-Public Relations Representative- managed the school website, created monthly newsletters, and maintained the school's social media presence-Intramural Sports Adviser- created and ran a program designed to provide two hours of daily physical activity to students through a variety of sports and activities-Yearbook Adviser- organized picture days and published the yearbook-Applied for and awarded a grant of $1000 through Dow STEMtheGAP sponsored by the DOW Chemical Company to provide resources for STEM education in Spring 2015

-Landscape crew supervisor specializing in landscape design and installation, patios and walkways, landscape lighting, water features, drainage and irrigation, restoration, and property management-Developed the company website ForeverInBloomNJ.com-Assisted in Forever Floral assembly and delivery of wedding centerpieces and decorations

-Independently designed and ran six staff development workshops for new and current employees with emphasis on child safety and customer service

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Science (B.S.), Biology/Secondary Education

Education record