• Lead, scale, and inspire a team of seven Instructional Designers who are responsible for the design, development, and execution of scalable learning solutions.• Develop and coach team members who create engaging global training content for all customer-facing agents (support, sales, and fulfillment teams).• Partner with business leaders to understand priorities and challenges and to identify skill/knowledge gaps and opportunities to develop a successful training strategy.• Partner with stakeholders (sales and support leadership, product marketing, and brand management) to understand the business needs to achieve top KPIs.• Drive and measure execution of high-quality programs/projects using adult learning methodologies based on learner needs.• Develop continuing education program for all brands to increase AHT (average call-handle time) and CSAT (customer satisfaction) scores.• Mentor individual team members, helping them to excel and grow in their career.• Implement Instructional Design Development Process for the team using ADDIE adult-learning methodology.• Partner with Training & Delivery, Channel Enablement, and Knowledge Management team leaders to implement training across the organization.• Active member of WIN (Women in Newfold) and FIT@Newfold affinity groups.

• Create effective messaging, positioning, and tools (including scripts) for programs and products sold by customer service channels. • Own and create conversation guides to support a repeatable service model. • Work cross-functionally with sales and support leadership, product marketing, and brand management to achieve top KPIs.• Collect feedback and iterate quickly on delivered enablement assets and collateral.• Drive sales and cross-sell/upgrade assets to arm customer service channels with the knowhow and tools to deliver.• Develop and distribute internal communications, job aids, and creative assets to frontline employees on priority updates on processes or products and builds Newfold culture.• Simultaneously support various projects, tests, and other early state initiatives for multiple stakeholders.• Partner on enabling frontline teams on product knowledge and the ability to capitalize within the customer service conversation.• Facilitate and responsible for delivering frontline feedback and process on tools, material, and other programs. • Deliver the “voice of sales” to product marketing and sales program or features needs that promote conversion and KPI attainment.• SME to other training managers to offer guidance on sales and support processes.

• Report to the Director, Corporate Training and oversee day-to-day operations for a Learning & Development (L&D) team responsible for the Customer Organization in Florida, Pennsylvania, and Canada. • Manage a team of two Facilitators (direct) and mentor two Instructional Designers in the day-to-day development and delivery of training modules (Instructor-Led, Virtual Instructor-Led, Pre-shifts, Blended Learning, and eLearning).• Lead in the professional development of new team members (Train the Trainer) to ensure new team members are able to design, develop, and facilitate best-in-class training programs.• Partner with Product Marketing, Retail Sales, Field Sales, Operations, Customer Support, Fulfillment, and Leadership teams in the development and delivery of product, process, service, and systems training.• Manage, develop, and support the implementation of a streamlined new hire training program using Adult learning interventions. Evaluated the new hire program using Kirk Patrick’s evaluation theory to achieve the desired metrics of the new hire program as established by the business.• Define the structure and oversee consistent training for new or changing product releases and corporate initiatives using effective learning methodologies depending on business needs' analysis to support yearly strategies. • Assess delivery approaches and evaluate product training to drive continuous improvement in learning outcomes.• Deep knowledge and expertise in the utilization of LMS (Moodle), Articulate 360 Suite (Storyline 360, Rise, Replay), Adobe Photoshop, Canva, and Microsoft Office (Word, Excel, PowerPoint) in the development of training programs.

•Reported to the Manager, Corporate Training and oversaw the design, development and facilitation of training modules (Instructor-Led, Virtual Instructor-Led, Pre-Shifts, Blended Learning, and eLearning).•Partnered with Business Unit Leaders across Sales, Marketing, and Customer Services to conduct due diligence, clearly defined training objectives, and develop training modules that fulfilled the stated goals.•Created and maintained product and corporate training programs using Kolb’s theory to ensure the materials developed appeal to different styles of learning.•Internal customers included our Product Marketing, Retail Sales, Field Sales, Operations, Customer Support, Fulfillment, and Leadership teams.•Deep knowledge and expertise in the utilization of LMS (Moodle), Articulate 360 Suite (Storyline 360, Rise, Replay), Adobe Photoshop, and Microsoft Office (Word, Excel, PowerPoint) in the development training programs.

•Team member responsible for the design and development of training materials for the Quality Control department to enhance their understanding of the basic principles of copy and design.•Partner with leadership to identify issues and trends that are effecting customer satisfaction and develop corrective action plans.•Member of the QC Audit Team; provide feedback to leadership on work product and responsible for conducting peer group reviews and making recommendations. •Responsible for extensive edits and rewrites of website copy flagged by Quality Control Specialists for not meeting company standards and/or customer’s requests.•Responsible for the development and adjustment of website design elements flagged by Quality Control Specialists through the utilization of Photoshop, CSS, and HTML. •Use 3D Web and Excel programs to run and sort hold lists in order to know which accounts need to be worked.•Completed company Leadership Bootcamps:- Phase II, Leadership - 2017 - Leadership Bootcamp - 2017

•Performed QC assessments on websites during developmental stages to ensure copy, format, and design elements met company standards and customer expectations.•Partnered with Tier 2 Specialists in QC and Design teams to address issues discovered in copy, grammar, spelling, and flow; reviewed layouts, images, and tables to ensure finished products met customer expectations.•Communicated feedback in a constructive and professional manner, while working in a team environment.•Utilized Hermes Matrix, a proprietary software for website design and edits.•Established a basic knowledge of Photoshop and HTML coding.•Provided training to new hires.

A boutique firm specializing in the development of editorial content, copywriting, and proofreading for online, print magazines and supplemental marketing projects on a national level.Client Sampling Includes:SANDOW MEDIA (2010-2013)Sandow is made up of over 400 employees across 18 companies located within 13 global offices; building influential brands in beauty, design, business information and luxury.•Partner with the editorial team at Luxe Interiors + Design Magazine to develop and edit copy for its LuxeBox marketing program—the ultimate home design resource kit.•Partner with the editorial team at NewBeauty magazine to develop copy for the publication and website including interviewing 50 + plastic surgeons for a new consumer-based web tool.•Compiled and wrote product ingredient glossary and plastic surgery procedure/treatment glossary for NewBeauty’s website.•Wrote product copy for several of NewBeauty’s TestTube program brochures.FORT LAUDERDALE MAGAZINE (2012)Fort Lauderdale Magazine is a reflection of the people, places, events, issues, and concerns that shape the lives, influence the decisions and provide for a vibrant existence in Fort Lauderdale.•Partnered with the editorial team at Fort Lauderdale Magazine to develop copy.

EAST was an edgy, online lifestyle magazine dedicated to South Florida and targeting business professionals who wanted to know what was going on around town. •Acted as the Managing Editor and developed the editorial matrix for this online publication.•Wrote the majority of the magazine copy including personality profiles, local features, restaurant and entertainment reviews and more; and proofread entire magazine.•Partnered with the Art Director in the acquisition and development of all photos and editorial. •Worked with freelance writers and photographers to ensure all deadlines were met.

Publisher of Boca Raton magazine, Worth Avenue magazine, Mizner's Dream magazine, the Greater Boca Raton Chamber of Commerce Annual, and Fine Dining for upscale South Florida restaurants.•Writer and editor of Boca Raton magazine; Worth Avenue magazine; Fine Dining magazine; Mizner’s Dream; Boca Raton Chamber of Commerce publication.•Wrote “Body & Soul” health and beauty section of Boca Raton magazine; wrote several travel articles, restaurant reviews, “A La Carte” section, as well as several feature articles.•Maintained and updated Boca Raton magazine’s website.•Assisted Art Director as a photo editor.

Helped manage public relations accounts for hi-tech clients.