* Helped Learners access courses and retrieve their certification papers.* Audited over 800 courses to ensure settings were correct. Updated as needed.* Troubleshot courses that were problematic to find a resolution.* Loaded courses and tested to ensure they were working properly.

• Grew LMS content from the initial approx. 60 courses to 300+, or by 450%. • Increased user engagement from .05% to 30+% across the entire organization.• Implemented, created, and maintained a majority of all eLearning content while solely managing LMS.• Provide insights to all departments across the organization based on analyzing data related to compliance and learning adherence.• Consistently executes long-term plan for LMS growth and improvement.• Creates, tracks usage, and drives communication of any IT issues related to the LMS and external tools, resulting in efficient resolution for any usage of the system.• Created curricula, research topics and conceptualized course format, subject matter, and presentation.• Primary contact for piloting, testing, and implementing new eLearning technology. • Updated all course content and created new content with a strong focus on diverse learning styles for both LMS and training initiatives. • Developed assessments and user polls to evaluate course effectiveness, altering content and delivery to exceed student learning goals.• Delivered private instruction to adult learners in a variety of fields (leadership development, professional writing, business communication, delivery of proposals and presentations, and instructor Led Training best practices).

• Implemented a culture that promotes Diversity, Equity, and Inclusion.• Established cultural functions of the organization targeting lifestyle, health, and mental well-being of all employees.• Onboarded new employees with training and new hire documentation.• Proactively identify new leaders and build opportunities for growth and promotion.• Develop, communicate, and administer HR policies and procedures that maintain and improve employee relations and shape organizational culture. • Assess and advance employee engagement and satisfaction, with particular attention to the experiences and needs of those who have been historically marginalized.• Championed value-add projects focused on employee experience.• Serve as HR contact for all employees; proactively engage employees to improve working relationships, build morale, and increase productivity and retention; communicate openly and frequently, keeping staff informed on benefit resources, organizational events, and other pertinent information.• Maximized performance by monitoring daily activities and mentoring team members.• Improved safety procedures to create safe working conditions for workers.

• NOTE: SIRS was purchased by RDI in March of 2014. • Selected training aids, demonstration models, computer tutorials and reference work to use in classroom.• Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.• Provided in-house training to new employees concerning maintenance of standardized training approaches.• Recruited, interviewed, and onboarded 3 new instructors, boosting corporate success.• Lead special seminars for diverse types of employees.• Evaluated training needs to improve training quality.

• Coordinated, supervised, and evaluated the work of subordinates and reallocated staff and resources to meet performance requirements. (300+ Total and 100+ Nightly)• Identified underperforming areas and implemented effective process improvements.• Identified areas of conflict among team members and immediately worked to resolve those issues using negotiation and active listening.• Provided feedback, training, and skill development to staff to improve accuracy, productivity, and quality.• Mandated policy, procedure, and performance adherence for continued and increased operational efficiency and profitability.• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.

• Resolved caller issues quickly and thoroughly.• Researched and identified solutions to technical problems.• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.• Diagnosed and troubleshot hardware, software, and network issues.• Monitored system performance to identify potential issues.• Tested new software and hardware prior to deployment.• Responded to customer inquiries and provided technical assistance over the phone.

• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.• Maintained compliance with company policies, objectives, and communication goals.• Monitored workflow to improve employee time management and increase productivity.• Evaluated staff performance and provided coaching to address inefficiencies.• Helped meet changing demands by recommending improvements to business systems or procedures.• Frequently inspected production area to verify proper equipment operation.

• Gathered data and insights from participants during telephone interviews.• Followed call center protocols when notifying participants of call purpose and use of information.• Administered phone interviews to survey participants.• Completed surveys by rechecking contact information before ending each call.• Conducted interviews with participants to assess eligibility.• Delivered information from script regarding surveys for on-demand phone project assignment.• Worked flexible hours across night, weekend, and holiday shifts.