OpinionLab is the global leader in Voice of Customer (VoC) feedback innovation, serving a prestigious client list that includes nearly half of Fortune 50 organizations such as Wal-Mart, Bank of America, Ford Motor Company, and many more. With real-time listening solutions for every brand touch point, this pioneering VoC platform invites consumers to share input in their own words, at anytime, from anywhere, helping organizations collect, understand, and leverage both structured andunstructured customer data. For over a decade, hundreds of the world’s leading brands have looked to the familiar [+] feedback symbol to better acquire, engage, and retain customers through an approach so streamlined it’s groundbreaking: listen always, listen everywhere. The result is actionable customer insight that sparks foundational improvement to companies’ products, people, and brands.

Accountable for operational management of e-learning websites for Fortune 500 Financial Services companies in the insurance, securities and banking industry including: implementation, usage tracking and reports, feedback surveys, new course/test releases, value-add application enhancements, issue resolution and contract compliance. Client accounts included: AIG, Citigroup, Lehman Brothers, CIBC Oppenheimer, Travelers Insurance and SunAmerica.- Project implementation of 30+ e-learning sites and training programs of varying size ($10k - $1mill budget, 100 to 25,000 employees).- Liaison between client and technical teams to gather custom application requirements; project manage and ensure application delivery met business requirements.- Trained clients on application's administrative tools and reporting features.- Developer customer service surveys using web-based surveying tools for ongoing service evaluation and improvement.- Instrumental in successful set up of customer service operation of a dot-com e-learning company in 7 weeks. Helped in grow from a 4-employee group servicing a handful of key customers to 20 employees servicing 130 corporate clients. - System administrator of 15 node NT LAN.

Worked for VMI for a decade, starting on their consumer product market research panel and evolving to their learning systems business unit. The last 2 years were in a Project Manager role with responsibilities including:- Day-to-day management of a team supporting 10,000 users of a PC-based training management system implemented across 1,000 retail bank branches for The Royal Bank Financial Group.- Project planning, implementation, monitoring of timelines and communication of project progress to clients.- Worked between IT team and client to ensure system enhancements met specifications.- Gathered and documented project specifications, system release notes and problem resolutions procedures.- Established and met contractual customer service performance standards.- Coordinated implementation of CBT application to 350 sites within 4-month timeline.- Created specifications of 10 custom reports on usage and test date.- Executed QA testing on 12 multi-media training courses under aggressive timelines.- Increased monthly project revenues by 10% by doing additional value-added projects.- Received award from client in recognition of exceptional effort on the testing of multi-media training courses.