I lead clients through an interactive and highly personalized process for full bathroom remodels. I analyze performance data to identify opportunities for improvement so I can continue to provide world-class customer service.

- Responsible for designing, implementing, and managing training initiatives within the Store Operations organization.- Collaborate with sales leadership and operations to identify specific training needs and tailor programs as needed to address and improve knowledge gaps.- Consult on content, delivery, and reporting for all organizational DE&I training. - Owned learning operations for Tailored Learning Center (LMS).- Led team of 2 content developers and 5 field training managers. - Evaluated and selected onboarding and training platforms.- Managed relationships with system and content vendors, including forecasting and budgeting services.

- Created training programs from the ground up for Solar Utility EPC.- Cataloged skill requirements by role and created role-based development paths.- Created train-the-trainer program for on-site labor supervisors. - Steered RFP for learning management system (LMS); implemented companywide. - Managed Workday Learning Management System including updating, loading, and certifying course training and certificates.- Ensured execution of required Safety training and record keeping supporting worker safety initiatives and on-site inspections.

- Owned learning operations for award-winning Mattress Firm University. Led team of 5 system admins and content creators. - Evaluated and selected onboarding and training platforms. - Drove content developers’ and learners’ adoption and comprehension of all systems. - Analyzed and imparted reporting data through dashboards. - Consulted on learning ROI and strategies for future programs based on comprehensive data. - Identified correlations between new hire orientation learning program and associate’s sales performance by analyzing program efficacy, evaluating associated costs, benchmarking sales metrics, and creating dashboard to share data. - Facilitated L&D efforts and change management initiatives related to launch of new sales and buying process. Designed interactive online coursework, in-person learning events, and live virtual training for associates. Improved total sales and profit margins amongst markets that adopted new process.

- Oversaw system administration and documentation of standard operating procedures (SOPs). - Researched, evaluated, and selected content development tools; launched Articulate 360. - Selected and integrated media infrastructure to incorporate video production into learning content. - Transitioned vendor-provided content to in-house best practice sharing site for associates. Enabled capacity to produce large-scale broadcast events that outperformed audience and quality limitations of standard webinar software. - Steered RFP process for selection of learning management system (LMS); implemented companywide. Captured 99% adoption by sales division, saved $2M through overhaul of onboarding model, reduced vendors’ costs $1M+ for in-person product launches, and improved retention 13% by adding online learning as pre-work for in-person events.

- Engineered custom interactive eLearning content for clients using Flash and Adobe eLearning Suite.- Lead generation and full sales cycle to identify new clients and negotiate service prices

- Led implementation of 2 ERP systems in various roles, from gathering requirements to creating support documentation. - Managed intranet design and execution, including system administration, content development, and partnering with SMEs to gather and deliver content.

- Managed clients from onboarding to implementation and customer service. - Led production teams of up to 10 people creating interactive eLearning content