Stephanie Ridd, Maol Email & Phone Number

Orlando, FL, US

Maitland, Florida, United States

• Manages a team of 10 Instructional Technologists.
• Provides consistent support and coaching to ensure all team members maintain an overall CSAT score of 98%.
• Implemented new processes to streamline tasks and communication between internal departments, which resulted in an 11% increase in our internal CSAT score.
• Reports on data and analytics in monthly Global and Instructional Technologist meetings.
• Responsible for setting priorities, assigning work, and ensuring completion consistent with departmental policies and procedures.
• Collaborated in a Kaizen event focused on simplifying processes, resulting in a reduction of late task orders by 24%.

Maitland, Florida, United States

• Managed a team of 7 Instructional Technologists.
• Conducted weekly meetings to provide team updates and support.
• Balanced workloads amongst team members to ensure metrics are met.
• Completed team member performance metric reports and provided additional coaching if any metric dropped below 93%.
• Developed program processes and maintained detailed partner documentation.

Maitland, Florida, United States

• Provided prompt customer and technical support for instructors using Blackboard, Moodle, D2L, and Canvas.
• Identified and managed tasks required for successful course deployment based on company standards, client needs, and individual instructor preferences.
• Completed LMS migrations, moving universities from Moodle to Canvas and Blackboard Learn to Blackboard Ultra.
• Develop and lead technical training for faculty learning how to teach online.
• Maintained 100% CSAT score year over year.
• Created online interactives using H5P, and embedded them into online courses.

Maitland, Florida, United States

• Provided training and assistance in interviewing and coaching new-hire Student Service Coordinators.
• Initiated, developed, and sustained strong positive relationships with program and departmental leadership to ensure the achievement of the mission and goals of the school.
• Responsible for scheduling and registering students using the university's Student Information System (SIS).
• Followed contact strategies based on appropriate communication plans and protocol on an ongoing basis to maintain a relationship with students, targeting specific student populations to boost retention and student.
• Provided students with information related to program procedures, policies, goals and objectives, registration, course materials, technical guidance, and problem resolution.
• Coordinated and administered student support to new and continuing students, including course registration, graduation processing, petitioning, withdrawals, program documentation, and computer accounts.

Maitland, Florida, United States

• Provided effective service to new, continuing, and resuming students by developing and implementing highly proactive outreach services with particular attention paid to retention and student success.
• Identified and successfully resolved student concerns through prompt problem resolution, coaching, tutorial remedies designed to improve student retention, and other strategies to meet campus benchmarks and goals.
• Responsible for handling incoming service-related questions or concerns for students, eliminating delays that impede student success.
• Followed contact strategies on an ongoing basis to maintain a relationship with students.
• Responsible for maintaining documentation of outreach services in SalesForce and other reporting tools.

Master Of Arts In Organizational Leadership, Higher Education

Bachelor Of Science (B.S.), Business Administration