As the Customer Experience (CX) Training & Development Manager, I defineand lead learning and development strategies for new technologies deployed to global Customer Experience, Commercial, & Packaging Teams.- Actively collaborate with business leaders to identify the development needs of employees and teams globally across multiple regions, recognizing their invaluable insights for improvement.- I continue leading change management activities from my previous role as Change Management Lead by engaging and working closely with key stakeholders to identify change impacts, conduct change management assessments, and determine required change management activities. - Developed and facilitated specialized end-user training for over 500 users and ten impacted groups globally. Training development includes role mapping, course creation, training content creation, and facilitating training sessions both virtually and in person.- Strive to ensure the design and delivery of innovative and accessible ways to train employees, fostering a culture of continuous learning and growth.- Developed a comprehensive communication plan and created distribution lists to ensure proper communication and updates reached impacted user groups.- Serve as a business advocate for employees seeking feedback, assistance, or creative ways to engage with CX Technology.- Create new methods to capture user feedback, including surveys, feedback sessions, and email polls. - Currently delivering input to project leaders with recommendations for corrective actions for future enhancements of our CX tools.

As the CX Organizational Change Management Lead, I define and lead change management strategies for new technologies deployed to Customer Experience, Commercial, Packaging & Cellulose teams. - Engage and work closely with key stakeholders to identify change impacts, conduct change management assessments, and determine required change management activities. - Developed and facilitated specialized end-user training for over 300 end users and ten impacted groups globally. Training development included role mapping, course creation, training content creation, and facilitating training sessions via Teams. - Identified and trained Subject Matter Experts and Superusers during user onboarding and user acceptance testing - Develop a comprehensive communication plan and create distribution lists to ensure proper communication and updates reach impacted groups. - Partner with Program leaders, sponsors, and management to ensure all change management tasks are in scope - Monitor and Report to business process leads the status of change management initiatives and identify anticipated issues that may challenge adoption goals. - Capture user feedback using surveys, user feedback sessions, email, and teams. Deliver input to Project Leaders and assist with creating corrective actions for future enhancements. - Serve as an advocate for impacted groups and provide a forum for them to provide their input in their desired change journey.

As a CX Analyst, I worked with key business stakeholders to understand and gather business requirements for future CX technologies. - Serve as a liaison between the business and IT to ensure business requirements are communicated and understood for product development. - Create User Storys in Azure DevOps to ensure all required features are appropriately planned and deployed. - Communicate project milestones, deployments, and releases via email, teams meetings, weekly check-ins, and business town halls.-Plan and monitor User Acceptance testing. Analyze test results. Document root causes and corrective actions as needed.- Served as a Training SME for all user training and onboarding to the CRM Dynamics tool.

- Manage GP Containerboard customer accounts by entering complex purchase orders, determining production schedules, and tracking shipments.- Develop close relationships with external customers, identify customer trends, and support supply chain efforts- Responsible for processing incoming orders, scheduling demand on machines, and invoicing- Monitor domestic warehouse inventory to ensure customer’s products are properly stored and ready for shipment- Successfully transitioned one of Containerboard’s largest accounts from consignment billing to billing upon shipments.- Assisting with a large implementation project, P&C Digital Core, by ensuring proper information and tasks for the project launch are completed

Served as the primary relationship manager for CORL Clients and developing trust-based relationships with senior client personnel. Provided Information Security reports and developed vendor outreach for clients.Communicated the status of projects both internally and to the client on a routine basis.Developed initial project plans (based on agreed upon scope) and updating the plan throughout the duration of the project.

Support client implementation activities on-site and serve as a primary client contact onathenaNet as well as a resources for other Athena staff; evaluate client athenaNet userproficiency on-site

Closely monitored key operational metrics that supported specific global programs;provided detailed data analysis and interpreted trends for large data sets; routinelyconducted queries and collected data to ensure scheduled reporting was submitted toclients; consulted with clients to report performance improvement opportunities;gathered all global data to create monthly business review presentations; scheduledmeetings via Outlook and WebEx; organized and archived files via FTP server and otherfile sharing and web database toolsAssisted and sometimes lead the execution and implementation of department widechange projects, including updating department wide instructional guides and StandardOperating ProceduresSpearheaded a large cleanup project that updated over two million records for Recall’slargest client, significantly improving the efficiency of the record destruction processIdentified a need and subsequently created a weekly report to decrease specific serviceerrors for Recall’s largest client

Served as the primary contact for all external customers involving over 100 storage anddestruction centers in the United States and Canada; records management of confidentialdocumentation for various clients; assisted with mentoring and training for new hires;supported the implementation of Recall portal features on the webDeveloped and managed a new process for inventory, audit, and activity reporting for theCustomer Care Department, decreasing the turnaround time for report requests from 72hours to 24 hours for our clients