Oversees all planning and production aspects for 25 business conferences per year, including vendor management, recruitment of speakers, collateral creation, and troubleshooting. Manages relationships and contract negotiations with outside vendors for each event, and solidify overall program agenda, guest list, and event chair. Identify upwards of 25 guest speakers for each event based on subject matter expertise. Supervise 2 production assistants in creating conference materials, registration collateral, customer-facing emails, and communications, in addition to facilitating onsite registration, setup, and coordination of logistics and staff.

In charge of hiring, managing, and administering training for 10 call center representatives and a team lead, including on-call support staff during after-hours and weekend shifts. Developed and delivered a 9-week training program designed to prepare team members for success in the role.

Partnered with senior management to enhance and deliver training programs for over 350 employees and new hires. Assisted with the opening of a call center in Southwest Virginia as an instructor for the facility’s 200-person staff. Served as a project lead on the new hire training program and Customer Service Operation Development program, responsible for creating processes, curriculums, and materials, and ensuring employer user access. Created content for diverse subject areas including communications, rate structures, regulatory processes, energy conservation, and internal policies and procedures.