Paula E. Carroll Email and Phone Number

Facilitated operations for computer science education program, CS First. Created documentation to support operational processes. Managed daily user support contacts and user support analytics. Acted as community manager for program’s help forum. Filed and tracked bugs related to user support contacts. * Managed overhaul of user support tracking taxonomy. * Led help center revision in preparation for major site update, including localizing content for EMEA users.

Facilitated course launches by liaising with product development and marketing and acted as platform manager of LXP. Developed administration processes, train-the-trainer tutorials, and developed course communications to drive completion rates.• Managed licensing program that allowed channel salesforce to private label and deliver certification programming to clients, resulting in growth in 18 months and doubling the number of learners certified.• Became the organizations's expert in our LXP (Learning Experience Platform).

I project managed eLearning and blended programs for Wiley Learning Solutions. As project manager, I take project teams from ideation, through beta, to project launch. I touch all aspects of eLearning projects including instructional design and storyboarding, module development using Adobe suite, vendor/talent management, LMS management, user support, QA oversight, budgeting and reporting.Accomplishments:• Successfully brought eLearning development in-house after several years of outsourcing.• Our blended courses receive satisfaction scores above 90% from learners.• Launched four product certification programs and a licensing program in four years.

Prototyping | Design | Psychological AssessmentsDesigned and wrote content for educational products.• Designed prototypes for assessment reports used in two customer betas.• Wrote personalized report text for personality reports based on 12 DiSC sytles and 16 Meyers-Briggs types.• Beta testers reported that their profiles described them very accurately.

• Responsible for enhancing the company’s thought leadership reputation and website leads through original content creation• Responsible for long form writing projects, including e-books, white papers, survey reports, case studies, articles and web content for B2B and B2C audiences• Input web content using CMS system in consultation with SEO for maximum impact• Content generation and curation for 11 monthly e-newsletters; conduct A/B testing to maximize results• Generate marketing plans to promote content via email, direct mail, web and media pitches• Develop annual survey topics and questions, conduct data analysis, generate charts and graphs and create survey reportsAchievements:• Worked with digital marketing specialist to maximize email results through email marketing best practices: optimization, segmenting, A/B testing, producing open rates upward of 30%• Led effort to increase reader engagement through commenting and polling• Spearheaded effort to increase response rate for annual survey, resulting in a 175% increase from the previous year and setting a company record• Pitched and ghostwrote article for top recruiting publication, which spent five weeks in their website’s top ten articles list• Project managed content development for two micro-sites

Taught Freshman composition and integrated reading and writing