Heather Small Email & Phone Number

Austin, Texas, United States

Austin, Texas Area

Austin, Texas Area

Defined and designed curriculum frameworks and online learning solutions for Fortune 500 clients in IT, big data and analytics, digital advertising, cloud technology, and enterprise software. Developed new team members, maintaining editorial oversight of content development and conducting feedback reviews. ACCOMPLISHMENTS• Implemented new production processes that streamlined revisions while improving quality of deliverables, and increased client satisfaction scores by nearly 10%• Increased efficiency and improved communication across teams and with clients by driving adoption of agile collaboration platforms like Trello and G Suite• Continued direct content development, in addition to senior role responsibilities, for up to four major concurrent projects across multiple clients

Austin, Texas Area

Coordinated with project managers, graphic designers, quality assurance, and subject matter experts to design, publish, and deliver over 30 learning and development projects for Fortune 500 clients in IT, big data and analytics, digital advertising, cloud technology, and enterprise software:SIGNIFICANT PROJECTS DELIVERED• Global sales conference with 5000+ attendees: Conducted virtual content development workshops with over 50 subject matter experts at a leading virtualization software provider to enable the successful delivery of multiple breakout sessions and event-wide quizzing games• Worldwide leader in IaaS: Developed a full-day instructor-led course with group interactivity, an 80-minute eLearning course, and a competency-based scenario assessment to support the global delivery of a partner sales enablement program on big data cloud solutions• Fortune 500 cloud PaaS provider: Developed three interactive, gamified eLearning scenarios using Articulate Storyline to enable the assessment of core product and platform knowledge of 3,400+ sales reps• Highly-influential social media platform: Developed virtual instructor-led sessions, foundational product eLearning courses, and assessments to support a large-scale product training initiative for hundreds of digital marketing sales reps• Leading data center services provider: Implemented a new employee onboarding and Learning Management System, including evaluation activities, built on the Moodle platform

London, United Kingdom

Individual contributor engaged in the development, design and delivery of bespoke training on key business systems such as Sales CRM tools, Marketing applications and SAP procurement applications. ACCOMPLISHMENTS• Reduced new-employee classroom time for Sales CRM training by 75% by implementing task-based training reinforced by role-specific, on-the-job coaching.• Received 100-200 daily hits on a sales process intranet 'wiki' community created for a 90-person sales team within a month of soft-launch, assisting to facilitate the integration of two sales departments during a major acquisition. • Provided strong, data-led evidence of revenue ROI associated with customer training initiatives and identified significant revenue-impacting customer service issues through enrichment and analysis of product usage data• Consistently ranked in the top 100 users of the Thomson Reuters Jive social intranet out of 60,000+ employees based on content contribution and community interaction.Additional responsibilities included:• Product eLearning development• New employee induction/onboarding• Systems implementation project involvement• Intranet community management

London, United Kingdom

Client-facing role assisting busy inside sales teams to manage and grow client accounts by qualifying leads, processing contracts, resolving customer queries, providing product information, and administering customer access for online services.ACCOMPLISHMENTS• Recovered up to £50,000 (approx. USD $72,000) of lost contract revenue through investigation and analysis of renewal data and usage reporting• Assisted Sales reporting accuracy through involvement in Sales CRM deployment, User Acceptance Testing and coaching of team members• Significantly reduced contract processing and billing issues through implementation of consistent contract-checking process

London, United Kingdom

Supported multiple sales teams through the allocation of all sales leads, contract administration, database administration, query allocation, and training of staff on sales processes, policies, software, and databases.ACCOMPLISHMENTS• Assisted in the successful implementation of Sarbanes-Oxley (SOX) compliance processes by migrating thousands of hard copy contracts into a digital database while meeting compliance deadlines.• Consolidated and refined Sales Process guidance for contract order processing and customer service queries.