Helping clients succeed with the PlatCore LMS

I am responsible for the creation and implementation of effective knowledge strategies, including migration to a Single Source of Truth as well as implementation of Knowledge Centered Service practices. I made changes and updates to our knowledge and training based on user feedback and analytics, to ensure the efficacy of our content and reduce case load for agents.- Led projects to transfer thousands of existing articles to a “Single Source of Truth”- Implemented and evaluated search analytics to increase client self-solve rate by 30%- Developed and implemented multiple portals in ServiceNow -- Support - Allows clients to open, interact with, and manage cases -- Employee - Creates a single location for internal documentation -- Training - Leverages content from the knowledge portal for courses- Created and implemented a Chat bot to improve self service success- Transitioned all ServiceNow portals to AI search to improve first page CTR to over 90%- Evaluated and implemented a Component Content Management System CCMS

I have created a multi-national certification program with over one hundred courses, more than a dozen certifications, and 3000+ users. Nearly 50% of users who complete a course in my certification program end up adopting new platform features, making them stickier customers one certification at a time.- Designed and implemented a Knowledge Center and forums in ServiceNow.- Developed custom tools and functionality in ServiceNow to meet specific company needs.- Collaborated with dozens of employees to design and implement a new training program.- Researched, wrote, and created online training including text, video, and interactive elements.- Facilitated development of 100+ online and in person courses by company experts.- Recorded, edited, and produced dozens of training videos. - Designed and implemented course surveys and provided direction based on survey response. - Implemented and maintained LMS, responsible for course and system maintenance.- Created and iterated new processes for course and content creation.

I created an Employee Training Program and dozens of courses to reduce our new hire on-boarding time from 6 to 3 months.- Developed company’s first training role to address issues in employee and client churn.- Designed, implemented, and maintained online courses for employee training.- Worked with leaders of each department to develop and implement new curriculums. - Designed and taught courses based on dialogue education and task based learning.

As an Analyst at ChannelAdvisor I was responsible for bulk work - making changes to hundreds of thousands of data points as quickly as possible. In this position I automated many processes by making macros and custom excel formulas, saving myself and my team thousands of hours.- Created the first systematic new training program to reduce new hire onboarding time. - Analyzed stakeholder problems to find root issues and offer lasting technological solutions.- Worked with customers to create automated solutions to their unique problems.- Organized and hosted multipart classes on Google, Excel, internal software, and more.

Worked independently and with a team to address client needs. Designed and led in person training, wrote and recorded training videos, created and organized client documentation - anything that would help clients to be more successful.- Wrote and produced over forty videos to introduce new users to the product- Managed and moderated the online client community and events- Held weekly “getting started” training for new users- Created and implemented on boarding process for new clients

I kept customers happy by staying patient and calm through trainings, troubleshootings, crashes, and crisis.

I met quotas through brute force by using school databases to organize a solid call schedule and working with my sales rep to follow warm leads.

- Improved cake based writing- Practiced proofing and baking of bread- Learned that nothing is granted

Created print and digital campaigns to sell high quality furniture.