Supported two teams, managing 10+ User Stories each sprint, achieving 99% User Story completion rate for all of 2022 and 2023.Defined and enforced priorities between User Stories and 2,000+ annual customer tickets, consistently meeting service level agreements.Volunteered to develop and maintain the department bug and defect dashboard, using widgets to identify ADO hygiene issues which enabled the department to identify and complete over 4,000 bugs and defects.Developed and maintained 10+ dashboards in Azure Dev-Ops, collecting and socializing metrics to drive further work and identify risks/impediments.Developed dashboard, project managed, and manually inspected/approved 2,000+ bugs and defects for an assessment conversion migration project of 50,000+ assessments.Maintained the highest velocity of all Curriculum development teams.Fostered a culture of change/continuous improvement by identifying and implementing process enhancements and supporting teammates through 5+ re-organizations of staff.

Worked collaboratively to resolve 2,000+ annual customer-reported issues, consistently meeting expectations for service-level agreements and customer service standards.Resolving customer-reported issues required extensive knowledge in Pearson software, processes, and procedures.

Edit course and assessment content across multiple platforms, ensuring compliance with editorial standards and company style guide.Responsible for executing editorial standards and protocol for all core, offline, and elective online courses (lessons, assessments, multimedia, and ancillary materials).Provided expertise on editorial style, standards, and processes within a cross-functional Agile team, consistently meeting all KPI expectations.Examined, researched, and resolved editorial issues, addressed escalated issues, oversaw editorial quality, and identified work process improvements.

•Develop training materials for Connections Academy, International Connections Academy, and Pearson Online & Blending Learning school staff within an agile project management framework.•Expert working knowledge of the user’s experience on both Connexus V2 and PCx platforms.•Demonstrated efficiency at start to finish delivery of role-based training products – including analysis, design, development, QA/copyediting, deployment and communication strategy while focused on user experience.•Designed and developed role-based trainings including courses, handouts/guides/FAQs, and presentations.•Work with the Product Owners to refine user stories and acceptance criteria to define discrete outcomes.•Consistently complete all user stories within each sprint (Scrum team averaging 22 assets/features per PI).•On a new scrum team (Game of Scrums) that has increased velocity by 169% over one PI.•Collaboration with SMEs and expert working knowledge on annual staff course assignment needs. •Annually maintain the staff course search widget, used to communicate staff courses to schools, HR Onboarding, and internal teams, requiring a high level of detail, cross-departmental communication, and institutional knowledge to ensure that every staff role is assigned the appropriate training courses.•Work collaboratively in a team environment, mitigating conflict using an effective working agreement.

Connections Education - a division of Pearson•Manage team of Content Specialists who create and update staff-facing resources for all Connections Education schools•Edit/update training resources for grammar, flow of content, readability, and accessibility•Project Manager for 40+ Orientation Courses ensuring content accuracy and timely delivery•Create new training resources for program enhancements•Collaborated with subject matter experts to generate content for the Scoop, edited submissions for grammar, style guide, flow, and brevity, and worked with HR on the communication strategy.•Project managed annual role-based orientation course/section creation, development, and sectioning.•Managed a team of Training Specialists. Assigned, reviewed, and quality checked their work.•Served as a last quality assurance check of all assets while deploying files to Extra, uploading to Teacher Central, maintaining the Teacher Central Site Map, and cataloging the assets in our repository database.•Managed resource needs based on the school year cycle – queued up assets for review to meet appropriate deadlines. Maintained repository of over 350 training assets, managing the annual review.

•Helped create and continue to supervise/mentor a team of 12 Senior Customer Service Representatives called the Performance Solutions Team (PST), who take both question and escalated calls.•In December of 2014, completed a large project in which I was the project leader. I wrote business requirements, Standard Operating Procedures, and organized the implementation, training, and implementation of email capabilities into our phone system to integrate phone calls and customer emails together.•Created and helped validate processes and procedures for the PST and the entire contact center, including how call escalations should be handled, working closely with Accounting and Policy Administration.•Continue to work with compliance to validate details of procedures not outlined in the Knowledge Management System.•Created PST schedules by reviewing call traffic statistics to find times of greatest need. Provided these schedules to Workforce Management.•Continue to gather data to provide actionable coaching for Service and Sales Supervisors, including but not limited to, phone slip and letters, call handling, common questions and clarification of procedures.•Continue to create, monitor, and edit targets for the PST.•Created and continue to maintain tracking procedures to provide actionable items for Leadership.•Handle escalated calls given to me from the PST and the Unit Leaders.•Work closely with corporate office in White Plains, NY on escalated customer situations.

•Wrote detailed government and commercial bid proposals.•Read and summarized Request for Proposals (RFP) to understand requirements and communicate said requirements to members of Management. •Created and maintained organizational system to help create a scalable department•After three months, role was changed to Business Development Manager. In this new role, not only continued to organize/write proposals, but also Managed a team of sales representatives all over the US.•In this new role, I reported directly to the CEO and coached seasoned sales representatives to work toward obtaining highly profitable security contracts in their areas.

•Managed a team of 13-30 Operational Coordinators, Content Editors, Japanese Translators, an XML Coordinator and temporary employees in a rapidly growing company new to West Michigan.•Developed training materials, manuals, and presentations for employees.•Oversaw all the North American hotels added to Booking.com by reviewing contracts, assigning to Operational Coordinators and monitoring Coordinator performance to insure hotels were quickly added to the site and appropriately trained on how to use Booking.com.•Managed the work of Content Editors to insure that North American content was created and maintained according to set guidelines and that the content optimized search engine capabilities.•Coached translators to improve quality and increase the number of translated words per day.•Managed an XML Coordinator who worked with 3rd parties to establish interface connections.•Organized and supervised large chain rollouts on the website for 3 major hotel chains, including nearly 9000 hotels. Ensured that hotels were trained and ready to be activated within set timelines.•Provided all the North American tracking statistics to Leadership.•Regularly traveled for business meetings to corporate offices. During said meetings, played an important role in the development of new features on the Booking.com website in terms of content and tracking.•Oversaw additional projects such as building a sales team to make cold calls and a team to check rates hotels offered to other 3rd parties.

•Responsible for the daily training, evaluating, coaching and support of 13-25 Customer Service Representatives in both sales and service.•Utilize programs such as MS Office products as well as internal software programs on a daily basis for the purpose of evaluating and coaching associates.•Responsible for the planning and delivery of monthly sales contests, team meetings and promotional product days.•Consistently ranked in top 5 of 18 teams in terms of sales, service and performance.•Attended Human Resource classes, covering laws and regulations.•Documented and coached to performance management and improvement.Additional Positions Held at Huntington National Bank Call Center:Assistant Team Sales Manager/Coach September 2005-April 2006Online Chat Specialist June 2004 - September 2005Customer Service Help Desk Specialist May 2002 - June 2004Customer Service Associate October 2000 - May 2002