• Redesigned and Delivered Customer Resource Hubs: Researched, storyboarded, and partnered with Product Managers and Creative Services to reorganize and relaunch Mediafly's three Customer Resource Hubs, delivering the project one week ahead of schedule.• Produced 100+ Training Videos: Leveraged Camtasia to recreate 5 videos and collaborated with SMEs to record approximately 70 new videos, editing them into over 100 resources for the Customer Resource Hubs and Litmos courses.• Project Managed and Hosted 12 Master Classes: Achieved a 185% growth rate in customer registrations and a 29% increase in attendance by planning and facilitating engaging, customer-focused webinars that drove solution adoption and positively impacted cross-sell and upsell opportunities.• Developed "Train the Trainer" Resources: Designed a comprehensive 70-slide User Guide and partnered with Creative Services to launch a dedicated webpage, empowering customers to deliver their own End User training sessions and enhancing self-sufficiency and user experience.• Built 3 Certificate Courses: Earned Litmos Black Belt certification and utilized expertise to create 3 Litmos courses comprising 24 training modules with text, videos, interactive content, and knowledge checks.• Enhanced Training Offerings: Authored detailed process documentation and trained teams on implementing new workflows to improve customer readiness, streamline training delivery, and reduce time-to-value.

• Served as the primary point of contact for 95 accounts, working with district/school personnel to define project priorities and set expectations to ensure onboarding and implementation success• Completed 235 Salesforce cases while owning account success and retention: supporting and problem-solving customer issues and proactively identifying and engaging ‘at risk’ accounts• Proactively coordinated the involvement of internal partners as needed, including sales, professional learning, product management, operations, and other resources, to meet account performance objectives and exceed customer expectations• Collaborated with a small cross-functional team to build a regional resource hub in Bloomfire to improve the organization of resources and increase efficiency for all Customer Success Managers and Specialists• Leveraged project tracking tools and processes for efficient consistency of operations and communications• Quickly learned Amplify products, software, and procedures to provide exceptional customer service

• Rated 4.7 out of 5 stars by verified parents of the learners I taught how to use free home design software during one-time and multi-day ongoing synchronous classes via Zoom• Created, marketed, and taught innovative lessons to 9-to-18-year-old learners• Provided exceptional customer service to parents and open, supportive communication with learners • Provided technical support for students experiencing difficulties with their device, Zoom, or other software

• Trained, mentored, and supported five team members on an ongoing basis; maintained team’s yearly budget• Lead ILT designer of an 18-week Professional Communication course; analyzed, backward designed, developed, implemented, and evaluated curriculum as it pertained to meeting program learning objectives• Saved five teammates 90% of planning/preparation time by adapting our 18-week course from instructor-led lessons to 85 asynchronous eLearning sessions by creating high-quality instructional materials, instructional videos, activities, and assessments, and uploading them to the LMS• Evaluated and improved programs through database management; recorded, monitored, and evaluated data to make informed decisions and implement necessary training, technology, and curriculum improvements• Prepared and presented on two CPE panels: “Technically Speaking: Using Tech Resources in the Speech Classroom” at Texas Speech Communication Association (TSCA) Conference in October 2017 & “Using ‘Insight’ Software for Computer Lab Classroom Management” at SCUC-U in August 2017

• Attained 98% passing rate from over 5,000 total learners while managing 120-200 students each semester in 5-6 sections of Professional Communication, Communication Applications, and/or Debate I-III courses• Created instructional materials to meet students varying needs and abilities while encouraging them to explore individual learning opportunities, work collaboratively, and persevere with challenging tasks • Taught principles, techniques, and methods in subjects like communication theory, interpersonal communication, group communication, job interviewing, public speaking, and job-readiness skills including using software and technology applications• Created, administered, and graded written assessments and performance-based rubrics with critiques• Maintained accurate and complete student records as required by law or administrative policies

• Maintained the team's schedule and yearly budget, including fundraising, purchasing, and transportation• Created marketing materials and recruited members; recruited and supervised volunteers for tournaments• Recruited, trained, and supervised paid adult judges for tournaments• Coached students in competitive speech & debate events including Policy/CX Debate, Value/LD Debate, Student Congressional Debate, Public Forum Debate, and Extemporaneous Speaking• Directed and organized the events, competitors, volunteers, and paid judges at the Speech & Debate Tournament for UIL District 26 6A Spring Academic Meets in May 2018 & May 2019• Directed Speech & Debate Tournament for Steele High School’s UIL Invitational in February 2014