• Created e-learning solutions for over 20 new retail brands onboarding onto the platform over six months for a retail field population of 400 employees.• Collaborated with a seven-person Customer Success team to manage intake and prioritization of 50+ brand’s ongoing training needs and determine learning solutions.• Created brand-facing learning content modules to showcase how to submit content to our Training team for e-learning creation which automated two Leap -> brand communication processes into one.• Outlined learning solution concepts (voiceover scripts, iconography, learning methodologies) using the A.D.D.I.E. model to create over 50 learning solutions in five months.• Co-created a project management strategy that allowed our Training team to create up to 3+ learning solutions per week divided into platform-standard and brand-specific content.• Collaborated with Learning Partner to evaluate learner feedback and monitor intended learning outcomes (i.e., store sales performance increases, lifts in KPIs, and/or field population behavior changes).• Co-created a Curriculum Guide that outlined Leap and brand-specific content creation standards, including formatting, spelling, grammar, and prescribed learning methodologies.• Led procurement and integration of Articulate Suite and Canva into platform LMS to improve video content creation capabilities.

• Executed training collateral revamp and modernization of training materials.• Scheduled and conducted needs analysis meetings with stakeholders and/or subject matter experts.• Developed project plans outlining deliverables and project timeline for training requests in various media formats.• Distributed created learning materials via Wistia, SABA upload, marketing department collaboration, etc.• Coordinated project retrospectives that analyzed the overall training product, gaps and successes, and utilized this analysis for future strategic iteration.• Ensured all materials were equitable, diverse, and inclusive of a wide learner audience

• Processed inbound training requests from multiple departments via intake form.• Developed project plans outlining deliverables and project timeline for training requests in various media formats.• Distributed created learning materials via Wistia, SABA upload, marketing department collaboration, etc.• Proactively facilitated discovery meetings with the Product team regarding future product rollouts.• Collected stakeholder feedback via stakeholder satisfaction form.

• Monitored service levels and initiated lever action plans.• Maintained data entry and user profiles for over 1K employees.• Generated weekly schedules for two sites and provided volume forecasts for upper management.• Trained offshore resources for daily exception entry.• Facilitated WFM platform training in several departments at varying management levels.• Troubleshot various WFM/Digital phone platform issues for agents and management.• Approved/Denied PTO based off business needs and service levels.

• Managed a 22-member call center team.• Performed bi-weekly one-on-ones, which covered career development plans.• Coached in real-time various team members using data from Cisco/Amazon Connect platforms.• Maintained service levels and reported coverage issues to upper management.• Collaborated with multiple management levels to ensure procedure adherence.• Utilized Cisco/Amazon Connect by actively monitoring inbound queue calls in tandem with expected service levels to ensure appropriate staffing.

• Managed a 10-member team performing various tasks.• Performed bi-weekly one-on-ones, which covered career development plans.• Assisted local offices with work order issues and escalated residents.• Conducted weekly client calls covering various issues and providing solutions.• Facilitated affiliate management via various communication forms.• Helped roll out proprietary software to client regions across the US from a remote location in Chicago.

• Created, dispatched, and followed up on resident created work orders.• Communicated via technology platform, email, and phone calls to affiliates, clients, and residents regarding open work orders.• Work with state and county government bodies to help facilitate work order completion.• Obtained updates from affiliates and communicated findings to clients via photos, videos, and written notes regarding work orders.• Compiled daily spreadsheet reports and distributed to the entire Florida team (20+ members).• Collected data from associates and compiled into a spreadsheet for upper management to review and report to our clients.• Provided guidance and support for associates during client escalations.• Approved quotes and updated residents regarding scheduled completion of work orders.• Helped facilitate client corporate business merger and provided guidance and information to residents affected.• Trained new associates in the company’s proprietary maintenance platform (SMS One), as well as company policies and procedures.• Provided QA feedback for IT regarding action center/tasks list.• Coordinated with sourcing team regarding vendor alignment within vendor matrix.• Co-created processes and procedures for new client rollouts of Renters Warehouse and Tricon American Homes.• Assisted new and current associates on client expectations and company policies and procedures for new client rollouts.• Created and maintained a growing vendor matrix, as new vendors were procured and new regions rolled out.• Worked directly with the client on a day-to-day basis to meet homeowner needs.

• Created and maintained employee files.• Filed necessary employee paperwork.• Analyzed projected theater attendance.• Scheduled film crew hours according to business levels.• Utilized exceptional guest service skills to create a superb theater experience for guests.• Maintained and serviced projectors and library servers.• Managed payroll.• Administered performance coaching(s) ('Disciplinary Warnings').• Participated in corporate and local theater driven contests with film crew.• Promoted film crew 'buy-in' by motivating and coaching, where appropriate.• Assisted HR Manager in hiring process (phone screenings, interview setup process, new employee on boarding, training of new film crew, and development of film crew associates).