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%.● Developed a Brightspace training course to increase knowledge and skills for all team members.● Implemented weekly highlight program focused on operational updates and key metrics to increase transparency and accuracy across the team.

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. ● Implemented course designs and revisions, while preparing courses for pre and post-cloning each term.

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 success.● 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.● Guided and monitored students’ progress regarding issues such as student orientation, course selection and registration, course materials, billing, and navigating online courses.

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