I led a team that drove the strategies for learning experience design and performance support for 800+ locations across the franchise brands. We aligned our programs to focus on the metrics that most significantly influence profitability, along with employee retention and career advancement. Our programs are intended to be a competitive advantage for our organization, contributing to profitability for franchisees, sales to new franchisees, and the brands becoming among top employers of choice.Team toolkit includes Articulate 360, Camtasia, Vyond, Schoox (LMS), Zendesk (KM). - Led a team that specialized in instructional design, implementation planning and change management, facilitation coaching, frontline manager support, training content curation, and LMS management - The team's programs contributed to increased sales, decreased turnover, improved speed-to-proficiency for new hires, and successful product/service launches - Established a scalable and cost-effective model for onboarding and other flagship training programs while evolving and aligning the training strategy across multiple franchise brands - The team collaborated cross-functionally to develop Leader Academy and Trainer Certification programs to build leader capabilities that directly supported the business model and addressed known performance challenges

Established online learning strategy for our franchise brands to create learning solutions that enabled employee performance, inspired pride in the brand, and delivered business results. - Introduced interactive online learning and blended learning experiences to stakeholders and franchisees in the beauty and fitness industries to support employee onboarding and ongoing skill development - Established an analysis and course development process, instructional philosophies, and operational procedures to guide the work of both in-house and contract instructional designers who developed content for any of the organization’s franchise brands - Improved speed to proficiency and compliance with brand standards of personal trainers, estheticians, and cosmetologists by reimagining their onboarding experiences

My leadership role expanded to include a second team, Creative Services, consisting of graphic designers and animators, with the intent to replicate the operational effectiveness performed by my original team.

I was recruited to launch a new team dedicated to the design and development of online learning for Customer Operations audiences. This included hiring talent, selecting authoring tools, defining processes and standards, guiding instructional design strategy, and influencing stakeholders who were skeptical about the effectiveness of online learning. Team toolkit included Articulate 360, Adobe Creative Cloud, Cornerstone (LMS), and Xyleme (LCMS).

In addition to the "special project" responsibilities I already held, I took on leadership for a team of multilingual instructional designers who developed training materials for domestic and global audiences. - Created a long-term development plan for the team of multilingual instructional designers I managed, to advance skills related to instructional design, eLearning experience, translation, and leadership and influencing - Redefined the relationship between offshore support teams and instructional designers in the United States, resulting in a structure for ongoing collaboration and a suite of learning solutions that more effectively meet the needs of the offshore audience, and producing measurable impact such as improved customer experience metrics

I led instructional strategy for large-scale initiatives that tended to be cross-business and cross-functional, often with global scope. This frequently involved working with new internal client groups and leading teams of instructional designers. The best part: Special projects tend to call for new ideas and experimentation. - Established processes and talent capabilities for instructional design teams to support large-scale global training initiatives, when global scope was new to our L&D organization - Employed agile methodologies to support financial technology (fintech) teams following the scrum method, including the development of learning architecture, a team culture of continuous improvement and innovation, and ongoing evaluation - Launched an experimental online social learning community, designed to support contact center new hires’ transition from training to the job - Co-led an initiative to modernize the learning solutions produced by our organization, achieving buy-in through a process of co-creation that resulted in a strategy for improved learning solutions and team building with my peers

- Led the redesign of the organization’s highest volume new hire curricula, resulting in shorter training, improved business outcomes, and elevated learning experiences - Determined appropriate learning and performance solutions based on the outcome of analyzing business needs, performance goals, and audience - Designed and developed training materials using various modalities such as eLearning, video, and both classroom and virtual delivery - Led project management for training initiatives, while collaborating with business partners at various levels, media developers, and other key stakeholders - Planned and conducted evaluations to measure learning effectiveness - Collaborated with geographically dispersed teams in a virtual work environment - Mentored instructional design peers to elevate their design capabilities

Most articles I wrote were about workplace learning or travel.Publications I contributed to included Integrated Learnings: eLearning, eLearn Magazine, eLearning! Magazine, Journey Beyond Travel: Morocco Travel Guide, Forbes Travel Guide, MarocMama, Under30CEO, Do It In Person, InternetCE: Insurance Continuing Education, Performance Improvement Journal, Journal of Workplace Learning, Journal of Effective Teaching, and PerformanceXpress.I also wrote promotional materials for city visitor guides, LivingSocial, and AmazonLocal.

Developed a series of eLearning courses (developed with Articulate Studio and Camtasia; published in the Blackboard LMS) as part of a National Science Foundation grant. The body of work aimed to to increase performance and retention of undergraduate engineering students. Also co-produced a conference presentation and published research.