Led a team of Instructional Designers, Certification Specialists, and Project Managers who built technical training content for customers, partners, and employees. •Led the development of adoption-based content, aligning with Product Managers, Product Marketing, and Supportability teams, to create training that drives support case deflection and improves the customer experience by reducing implementation barriers. •Drive process governance across Services Enablement to ensure consistent, accurate, and quality training content that aligns with Citrix brand guidelines. •Develop and manage a crowdsourcing model to drive consistency across Citrix content developers and increase the reuse ratio of content across the business. •Align with the Customer Success leadership team to plan the content development roadmap and ensure alignment with key business initiatives.

Creating interactive eLearning courses for the Support organization within Citrix, focusing on a variety of technical products including networking, virtualization and mobility. Managing projects and working closely with Subject Matter Experts to storyboard and develop engaging content that maintains quality and is released within our departmental SLAs.

Designing and developing Citrix Education courseware with focus on application and desktop virtualization. Utilizing multiple authoring tools and working closely with Subject Matter Experts to build instructor manuals, student manuals, exercise workbooks, job aids, and simulations for both instructor-led and eLearning courses.

Conducted training needs assessment for BankAtlantic University curriculum, including GAP analysis of targeted knowledge, skills and abilities (KSA’s). Designed and developed training programs and curricula in accordance with business needs and corporate culture. Evaluated internally developed courses for quality assurance and consulted with Subject Matter Experts and business unit manager on recommendations.

Facilitated New Hire Orientation and Customer Service Representative training while collaborating with Subject Matter Experts to ensure all material was accurate and updated. Conducted Train-the-Trainer sessions to develop BankAtlantic University’s staff.

Build and expand prospective and existing customer relationships and ensure they have the appropriate products and services to meet their financial needs. Processing customer transactions and offering products and services that fit their financial needs. Customer satisfaction and convenience were a main priority, yet compliance and security measures were implemented to avoid identity theft, protect the customers, and protect the organization.

Acclimating new students to the university by delivering presentations based on the particular college you were obtaining your degree in, give a tour around the campus, include ice-breakers to allow students to get involved and meet new people, and hold several welcome sessions and social events. The following year, I obtained a promotion as an Orientation Assistant, in which I assisted the Orientation Director throughout the year in preparation of Orientation. This included developing the new team of Orientation Leaders to ensure they were prepared to deliver a tour as well as accurate information regarding the University, scheduling future students for orientation and answering questions, and managing the Orientation Leaders on the days of Orientation.