Authoring training for remote learning via video conferencing, creating training materials for the Learning and Development team as well as cross departmental teams for distribution in an LMS as well as via email, and using tools built into an LMS in tandem with Microsoft products to report on training usage and compliance. Also working to support the training associated with a new system launch as well as working with a committee to run an annual Employee Mentorship Program.

Worked to establish a new team to support enterprise sellers worldwide with large corporate deals, leveraging modern workplace software from Microsoft’s portfolio, including Excel, Power BI, and Power Automate; to develop tools and workflows to establish the support team and interface with sellers. Also worked across teams and departments to strengthen the support available to sellers.

Worked up from Tier 1 customer service representative handling phone, chat, and email customer contacts. Promoted to senior customer advocate role handling tier 2 escalations with management and coaching as well. Also worked on developing training materials, LMS management, classroom training, remote training, and developing and managing SharePoint sites. Also worked on multiple cross department projects including User Acceptance Testing company website, refining customer feedback tools, and communicating voice of the customer back to product development.