Connections Academy is a for-profit corporate provider of online school products and services to virtual schools for grades K-12. It is based in Columbia, Maryland, and is part of Pearson's Online & Blended Learning K-12 group. It supports public online schools for grades K-12 across the United States.Oversee day-to-day operations, programs, and procedures for the targeted audience. Worked closely with key stakeholders in the company to develop new systems and procedures to streamline communication and consistency. Review and research content and standards to identify areas of strength and weakness devised strategies to remediate and strengthen overall content offerings.~Managed program growth of 200% over two years. ~Trained 100+ employees on content modifications for specially designated users.~Planned and implemented successful professional development days for 100+ staff 2-3 times per year with different themes and formats for each one

•Comprehensive audit of app and customer support resources•Reviewed 35 Help Desk Articles, 6 video tutorials, 10 asset folders•37% improvement in Help Desk Articles - Created 13 articles, 10 video tutorials•Expanded access of hidden assets package•Create and collaborate to drive traffic to new asset package through social media and addition to home page resources.

•Analyze website and Google Marketplace assets for strengths and areas of improvement. •Analyze product and user complexity•Analyze customer data•Created social media assets to drive traffic to website and Google Marketplace•Invited current customers to participate in a case study and give feedback on their experiences•Proposed and helped develop a Panel Project of at least 6 weeks to get user feedback and testimonials on recent improvements on one of the apps.•Started a HubSpot account for the company, importing data, and using built-in tools to facilitate reaching business metrics.

Customer Success | Customer Experience | Community ManagerReporting to the team lead:•Support the community of internal and external customers•Ensure good care for external customers throughout the customer lifecycle•Volley Channel Specialist - oversee specific channel, engaging with the community, creating content and posts driving engagement

Community Manager [Slack and Circle] - Reporting to the CEO:•Set, plan, and implement social media and communication campaigns and strategies•Provide engaging content for social media •Interact and engage with clients on multiple channels [Slack and LinkedIn]•Promote and highlight client efforts internally [Slack] and externally [LinkedIn]•Respond to clients in a timely manner

• Researcher• Workshop Facilitator• User-Centered Advocate with diverse audiences• Improved Services by tailoring pertinent information to the needs of users• Research, Edit, Write and Organize contentEvaluated and analyzed user needs in the current system to evaluate delivery gaps. Researched current content strategy and user impressions to determine if KPIs were met. Led ideation and thought partnership with subject matter experts, providing various iterated options for consideration. Collated data over a period of months, presented key data findings to key stakeholders. Delivered pre and post alternatives and user testing results to stakeholders in pitch. Managed custom content delivery to segmented users, maintained ongoing user performances and feedback to determine if KPIs targeted were met. Data demonstrated clear gains from usability feedback.