*Asset Management solution design project-Collaborated with stakeholders to document current processes and develop intermediate- and future-state processes-Developed Asset Management Smartsheet, form, bulk upload templates, training and documentation, and dashboards-Coordinated UAT and delivered training *Training Administration for Workday’s Student Implementation-Developed prioritized training plan leveraging just-in-time training and train-the-trainer opportunities, reducing unnecessary training costs-Increased transparency and efficiency though a training dashboard for project stakeholders

- Administered Quantum Metric University and QM Partner Academy using WorkRamp. Outcomes included: increased the quarterly certification rate by 219% YOY, 85% of all accounts completed at least one course, course completion rate average (sustained over 3 years): 82%- Developed learning proficiencies that aligned with customer needs for deeper comfort with the platform and internal needs for both customer independence in analysis and increased adoption.- Created a new learning framework, based on ADDIE, to reinforce the practice of discovery to action on digital insights to teach a blend of Agile methodology and Continuous Product Design: Learn, Engage, Assess, and Practice (LEAP). This was used to update existing courses and build new ones, including for Partner Academy, a one-hour QM Foundations certification, and Use Case badge paths to give customers, partners, and employees the option to learn and earn badges by role or by goal: Get started with Quantum Metric University- Launched QMU Live program to provide live training to customers and support internal employee development (platform knowledge and public speaking)- Facilitated live product education workshops at our yearly product conference. - Created knowledge articles and supported community migration

- Documented MarTech systems (Salesforce Social Studio, Marketo, Salesforce, Google Analytics) and processes, onboarded new users, and provided continuing education - Facilitated workshops to identify, document, and prioritize process improvements - Assessed training needs to outsource customer service agents; developed 3-week training program to fill those needs - Created development process for instructional videos that included storyboards and approvals from various stakeholders - Coached team members to develop better quality annual goals - Collaborated with partners in and out of the organization to produce informational webinars - Managed social media accounts and oversaw customer support response; used Google Data Studio to track KPIs and develop social media and content strategy (blog and help center articles) *Customer Journey Diagrams: Collected and analyzed data from multiple sources (including Google Analytics, Salesforce, Marketo, social media, internal systems, and external review sites) to create a holistic view of WES’ B2C activities, identify pain points and opportunities, understand reputation issues and positioning in the industry, and recommend strategy to executive leadership- Wes.org Redesign: Made decisions about new information architecture, user flows, and the overall user experience based on Google Analytics data, Salesforce data, user testing, and extensive stakeholder interviews. This enabled a fourfold increase in traffic to B2C marketing content after launch. - Served as Acting Associate Director of Marketing Operations; managed tech stack (Salesforce, Google Analytics, Marketo, Social Studio, and Wordpress) for the organization, including B2C, B2B, and mission-driven business units. - Managed social media accounts and oversaw customer support response; used Google Data Studio to track KPIs and develop social media and content strategy

- Designed a complete training program covering ordering, inventory, and reporting systems for WFM’s eStore. The program included materials for various user types available for multiple delivery methods including wiki documentation, slides, Captivate modules, and train-the-trainer instructions.- Documented all processes and features of WFM’s eStore frontend, backend, inventory tracking system, and reporting suite. Also created documentation for WFM’s other eCommerce properties.- Provided WordPress training to various business partners- Implemented requirements gathering practices for new projects and requests- Coached TMs on training best practices to help them prepare impactful brownbag presentations

· Conducted training needs analysis for new hire and continuing education training and developed courses to fit those needs; analyzed post-training surveys to ensure continual improvement of the program· Designed training materials including lesson plans, quizzes and tests, slide shows, websites, wikis, articles, handouts, flow charts, hands on practices, and other assessments to track progress in technical and customer service oriented areas· Implemented versioning practices to track updates to training material· Trained new hire classes (average size: 15) to competently answer questions about all aspects of chat/phone support duties including cPanel, WHM, Plesk, domain registrars, DNS, email/FTP troubleshooting, SSL, Apache, troubleshooting, and error messages, while following proper policy and practicing superior customer service skills· Developed and facilitated advanced continuing education classes in the topics above · Utilized a variety of delivery methods to cater to all learners and their needs, including e-learning, lecture presentations, trainer facilitated group discussions, and hands-on exercises· Conducted train the trainer sessions, regularly assessed trainer skills, and provided feedback for improvement

Worked with clients on proof selection and prints, used Photoshop to retouch large print orders, and designed custom albums· Photographed weddings and other events· Maintained computers in office and classrooms as well as websites for truecolorstudios.com and texasinstituteofphotography.com· Designed advertising materials and managed booths for trade shows· Assisted teaching classes for the Texas Institute of Photography and Rice University’s Continuing Studies Department

At SeqWright I prepared DNA samples for sequencing and reviewed the resulting data for quality before delivering the data to clients. I also maintained quality control records on lab equipment, performed DNS mini-preps, made solutions and gels, and trained new technicians on SOPs in our lab.

At Convergys I got my feet wet in the call center environment. I took lots of calls, piloted their new flowchart troubleshooting system, and helped my peers.