Monica Robson Email & Phone Number

United States

I led the North American Customer Education - Live Training Team for Verizon Connect by providing best-in-class fleet management training solutions to our customers. My team consisted of Senior Trainers and Training Delivery Specialists who provided training to our customers in many different ways including on-site training, live webinar training, and through eLearning.As a leader of this team, I interacted and worked closely with many cross-functional teams to support the training team with new product launches and enhancements, new and updated training offers, and any and all process changes. I worked alongside the Implementation and Customer Success organizations to support their customer training needs. Additionally, I provided product training to internal teams (Sales, Implementation, and Customer Success).

I worked in Customer Education training various enterprise level clients to support their fleet logistics initiatives. I served as the primary contact for new team members, responsible for delivering comprehensive onboarding and enablement training to facilitate their seamless integration into the team. I coached and mentored team members to become knowledgeable, effective SaaS product trainers. Many of my trainers went on to have the highest ranking CSAT scores and KPIs. In this role, I delivered over 200+ training sessions across North America and Canada for various fleet management companies. I was the first trainer to get certified on training all product platforms within the department. I developed relationships with Product teams to increase team knowledge and stay atop of new product launches.

I joined the team to help build out of our training program starting as a trainer to learn all the ins and outs of our customer needs to then build accordingly. Through this experience I planned training programs by collaborating with internal stakeholders to identify and address client impacting training needs. I implemented training programs for new and existing customers virtually while simultaneously managing an average of 40 customer accounts using Salesforce. I delivered over 300+ training sessions and was recognized by senior management on multiple documented occasions for maintaining a CSAT of 88 or more.

SMBEnterpriseGovernment

Served the Navy’s acquisition command that provides Command, Control, Communications and Intelligence (C4I) capabilities to the Warfighter including ship, shore sites, and space. Supports PMW 130 - Information Assurance and Cyber Security, and PMW 160 - Tactical Networks.-Performs technical content configuration data management and tracking activities to support technical publication development, modification, and sustainment.-Handles a variety of engineering changes, software change requests, reports, configuration records, engineering drawings, and project data impacting customer technical publications.-Coordinates with technical writing staff on changes to technical manuals, job guides, checklists, illustrated parts breakdowns, wiring and schematic diagrams, system support manuals and Interactive Electronic Technical Manuals (IETM).-Tracks project timelines and due dates based on customer need date for current and upcoming project deliverables. -Provides data and information to assist management personnel with coordination of technical publication process management.-Interacts with technical writers, internal and external customers while performing limited technical writing tasks and document editing as assigned or required.-Provides database administration, backup, archiving, and coordination support. Generates metrics to support productivity and customer deliveries.-Gathers, collects, records, tracks, verifies data and information from multiple sources and compares and reconciles differences between multiple databases.

Master Of Business Administration - Mba, Organizational Managment

Bachelors Of Science, Business Administration-Management

Activities and Societies: Alpha Kappa Psi: The Co-ed Professional Business Fraternity Business Management Tukwut Leadership Circle

A.A., Business Administration