Product and brand education.

• Global Product and Brand Education: Led the management of core pillars within the Global Training and Education department, overseeing event activations, live stream productions, and educational content development, including digital/print materials and videos.• Budget Management: Effectively tracked and assisted in budgeting for the department, ensuring accuracy and optimal resource allocation.• Vendor and Agency Onboarding: Successfully onboarded vendors and agencies, fostering productive collaborations and ensuring seamless integration into project workflows.• Online Learning Management: Served as the content administrator for a 5000-user online Learning Management System (LMS) - GoPro eCademy, overseeing the creation and delivery of engaging educational content.

• Product Launches: Spearheaded the successful execution of five high-impact camera launches, demonstrating proficiency in project planning, coordination, and delivery.• Educational Video Management: Oversaw the production and management of 90+ educational videos published on the GoProTips YouTube page, ensuring content alignment with educational objectives and brand messaging.• Live Stream Productions: Directed and produced over 250+ educational live streams, showcasing expertise in live event management and content production.• Event Management: Played a pivotal role integrating team involvement into major events such as the GoPro Mountain Games, Training Summits, and launch events in various countries, contributing to the brand's visibility and market presence.

Leads a global team of eight who provide high-level assistance for 250- 350 customer support representatives across all product lines, processes, and offerings. Defines project scope and schedule baselines for each team initiative to improve SOPs. Manages tier two and three escalations and successfully reduced the volume by 60%. Maintain accuracy and localization of two knowledge bases that encompass 2800 articles in nine languages. Led the redesign of customer-facing emails to visually align with brand guidelines. Developed KPIs for Agent Readiness team and upholds standard to meet expectations. Conduct weekly Technical, Lead, and Business Review meetings with two international vendors.