This multifaceted role intertwines strategic leadership and immersive client engagement. Guiding the training team with precision and foresight, I orchestrate a harmonious blend of consistency and adaptability in our educational approach. Moreover, I have the privilege of collaborating directly with our clients, crafting curated training solutions that surpass conventional boundaries and amplify engagement. In parallel, I lend my expertise within Clarity PPM, seamlessly weaving deployment strategies and innovative solutions to forge a transformative landscape for our clients. This dual responsibility encapsulates my unwavering commitment to excellence on both educational and operational fronts, shaping a future that resonates with innovation and client-centricity.

In the span of the five years, my journey has been defined by the privilege of collaborating with numerous distinguished clients, tailoring bespoke solutions that transcend traditional boundaries. My portfolio showcases a symphony of endeavors, encompassing in-person instructor-led sessions, cutting-edge virtual classes, succinct micro-burst learning modules, and meticulously crafted recorded demonstrations. Each of these endeavors has been strategically orchestrated to propel our clients towards triumphant deployments and exponential engagement amplification.Throughout this odyssey, I've diligently curated our resource repository, deftly refining its contents to encapsulate an array of subjects while reimagining layouts to infuse vitality into existing materials. This thoughtful curation has induced a remarkable surge in utilization rates across the entire spectrum of our offerings, unlocking unprecedented value for our clientele.For the past two years, I've been entrusted with the training team, orchestrating a harmonious fusion of steadfast consistency and adaptive flexibility. This balance has not only preserved a cohesive style and approach but also produced an environment where the fluidity of our clients' evolving needs nurtures and evolves our overarching educational principles.

Manage of internal applications for WDP&R Tech. Responsible for training, documentation and rollout of applications for 4,000 cast members and consultants. Manage salaried leaders ensuring clear direction, objectives and inclusive goals. Creator of executive reports/presentations showing application utilization. Assist in managing multiple projects within both waterfall and agile/scrum methodologies. Primary contact for business partners coordinating problem management ensuring issues within applications are prioritized, developed and deployed in the next available release. Responsible for coaching and developing leaders in the utilization of the applications.

Developed a Problem Management process in order to shrink the overall technical debt of an internal application. This process enabled the technical team and business partners to size and prioritize each problem. Problems were grouped and sorted into targeted releases, tracked by both technical teams and business partners with full transparency. The process decreased the backlog by over 60% and increased the code quality where after the 2nd release post-release problems were down by over 50%.

Worked with 27 business units to gain accurate and up to date information in order to provide our cast with the best information. Manage security profiles and workflow for over 1500 users. Developed training curriculum, job aids and workshops customized to each business units specification of content. Assisted in the development of the “date based pricing” of tickets and accommodations. Primary analyst of DREAMS rollout in connection with OneSource (Vignette content management system).

Manage teams of 15 to 35 cast members providing coaching, mentorship and growth opportunities. Facilitate 6-week training classes for new cast members. Responsible for new streamlined process for on-boarding cast members tracking progress through the training modules.

Manger of Tier 2 team, QA (call center quality assurance) and knowledge base web team. Implemented an internal web-site and online database was used to track QA scores for individual team members. Provide monthly call center reports based on data collection. Provide coaching focus for team members, teams and call center to provide focus on opportunities for improvement. Developed and lead a “Testing Team” to develop new standards and methodologies in order to decrease AHT and increase overall call quality and customer satisfaction. Implemented new procedures where applicable and retired outdated procedures.