-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

-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.

-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