Maggie Stillman Email & Phone Number

United States

• Empower over 2,500 LMS administrators through engaging virtual and in-person training sessions, consistently achieving an average customer satisfaction rating of 4.8/5. Design and deliver comprehensive courses, from single-topic sessions to multi-day modules, tailored to help system administrators navigate their Cornerstone, Saba, and EdCast (now called Learning Experience Platform) ecosystems.• Facilitate engaging training sessions with hands-on exercises, product demonstrations, breakout sessions, and guided discussions. Apply adult learning principles to simplify complex concepts, boosting participant retention and engagement.• Evaluate and optimize training programs using participant feedback and data analysis, aligning content with organizational goals and incorporating best practices in learning and development.• Create comprehensive training resources, including user guides and job aids, using instructional design principles to support diverse learning needs and enhance user comprehension.• Provide customized coaching and consulting to clients, assessing needs and delivering strategies that enhance system proficiency and self-sufficiency. Offer on-the-spot solutions to drive client success.• Lead cross-functional projects and mentor new trainers, fostering collaboration and continuous improvement. Promote professional development by sharing expertise and integrating innovative training methods.• Stay up-to-date with system updates, training methodologies, and industry trends, incorporating new techniques to enhance training delivery and client outcomes. Contribute to special projects to support organizational goals.

Denver, Colorado, United States

• Achieved a 40% reduction in user search time by implementing SearchUnify and developing an API crawl to unify data from four help sites into a single source of truth, enhancing knowledge management and user satisfaction.• Decreased new support cases by 30% by launching an AI-powered federated search integrated with Salesforce Service Cloud and LMS systems. This integration provided users with direct access to training materials from within support tickets themselves, significantly improving customer experience and reducing reliance on direct support.• Optimized operations by administering Salesforce Service Cloud, configuring automated workflows, and leveraging AI-driven case routing to reduce response times by 15%. Managed system sync, governance, and maintenance across multiple Salesforce sandbox and UAT environments to ensure consistent performance and reliability.• Redesigned the customer support portal to integrate seamlessly with Salesforce Service Cloud, enhancing visibility and accessibility of self-service resources. This redesign decreased support inquiries by empowering users to find relevant articles and training modules independently, strengthening customer loyalty and trust.• Conducted extensive QA testing with the SearchUnify team, collaborating closely to ensure the API and search functionalities met all user requirements and operated smoothly. This rigorous testing process led to a more robust search experience and minimized errors in the live environment.• Led cross-departmental collaboration to foster continuous learning and professional development, integrating tools like Jira for project tracking and Parature for customer knowledge management.

Denver, Colorado, United States

• Reduced support inquiries by 25% by creating and managing a KCS-compliant knowledge base integrated into Salesforce Service Cloud, enhancing resource accessibility and streamlining user access, which improved self-service capabilities and reduced dependency on direct support.• Implemented advanced tools like Salesforce Service Cloud, Jira, and Parature, configuring workflows and automation to enhance project tracking and content management, driving operational efficiency and aligning with strategic company goals.• Led the Knowledge Administration team, mentoring team members to produce accurate and timely content, fostering a culture of continuous improvement and collaboration, which increased content publication speed by 65%.• Developed and delivered comprehensive training and coaching programs that boosted team efficiency by 20% and enhanced knowledge-sharing capabilities, applying principles of adult learning and curriculum development to empower staff and improve content quality.• Optimized knowledge management processes by conducting regular content audits and updates, utilizing data analysis to identify gaps and ensure all articles met organizational standards, leading to a 30% increase in user satisfaction ratings.• Collaborated with cross-functional teams to embed knowledge management practices across various departments, supporting company-wide initiatives and improving customer experience through strategic communication and project leadership.

Denver, Colorado, United States

• Managed the entire lifecycle of Saba SMB customer implementations, from initial discovery to post-implementation support. Conducted pre-sale sessions to understand customer needs and developed customized implementation plans to address their specific business requirements, ensuring smooth onboarding and successful system adoption. Guided customers through system upgrades and migrations, applying change management best practices to minimize disruptions.• Provided 90 days of dedicated post-implementation support, acting as the main point of contact to resolve issues and ensure a seamless transition to regular support. • Built strong customer relationships by providing ongoing consulting and support, serving as a trusted advisor to help customers achieve their goals. Identified opportunities for cross-selling and upselling during post-implementation phases, enhancing customer satisfaction and increasing revenue streams.• Implemented fast-track onboarding programs for new system administrators, reducing time-to-value and ensuring smooth system integration. Increased renewals, and customer referrals. • Mentored and coached team members, fostering a culture of collaboration and continuous improvement. Led professional development efforts to enhance team skills and ensure high-quality service delivery.

Master Of Arts (M.A.)

Bachelor Of Arts (B.A.)

Education record