Tamara Roberts Email & Phone Number

Play an integral role throughout the full learning content development lifecycle, from the strategy, researching, scoping, designing, and developing hands-on, learner-centric content, to creating learning assets, through the launch and facilitation of training content on technology solutions.Key contributions:• Collaborate cross-functionally with Marketing, Sales, Engineering, and senior leaders, overseeing the alignment of learning and development initiatives with corporate priorities.• Design, implement, evaluate, and manage learning strategy and initiatives for employees at multiple levels, including new hire onboarding, customer service, technical certification training, and sales effectiveness.• Oversee Train the Trainer (T3) process for technical training and lead end-to-end development of revenue-generating certification programs.• Redesigned and currently oversee virtual and hybrid training, generating $146K+ in revenue in less than two years.• Achieved 95%+ “very effective” and “effective” performance responses for user satisfaction surveys and a 97% all-time certification success rate.• Mentor, coach, and manage the training team, enabling them to seamlessly identify, plan, and organize learning programs to instruct company employees and customers on FuelMaster applications and products.• Facilitate virtual/remote and in-person classes; certify technicians to install, configure, and maintain client-based software and other corporate products.• Analyze quantitative and qualitative data to ensure an optimized user experience, resulting in continuous course enhancements, retention of learning, and recognition by senior leadership. • Develop and execute plans for the control and capabilities of planned outputs, utilization, efficiency/performance, customer feedback, and continuous improvement. • Act as a gateway and escalation point for resolving strategic and/or tactical problems.

Tallahassee, Florida, United States

Responsible for designing, authoring, and delivering technical training to customers and end-users, most of whom were technicians, customers, service managers, and employees. Created innovative, scalable, and strategic curriculum and learning programs to support the continuous training cycle, aligned directly with product usage goals. Researched the learner experience, identified weaknesses in the curriculum, and made improvements to existing content. Influenced and encouraged users to adopt features of the tool, identified critical use cases and interdependencies for training planning, positively managed and overcame resistance in situations with conflicting priorities, and communicated effectively to promote the wins, planned changes, and best practices. Key contributions:• Applied best practices in curriculum development to improve training quality and provide a new training perspective.• Developed and implemented Regional Certification Training which generated $45K the first year and increased an average of 8% year over year (YoY).• Spearheaded the strategy and design of marketing materials for Regional Certification Training, providing technical marketing support to generate sales volume for solutions and tools.• Negotiated contracts with vendors to save on training costs. • Produced and oversaw an online Recertification Training which generated $78K in the first seven months and, to date, has generated $278K+.• Developed educational programs using the latest training materials and concepts in organizational development, motivation, and adult learning theories.• Collaborated with marketing and other stakeholders to develop scripts and outlines for the Automotive Information Module (AIM) installation instructional video.• Developed and implemented policies, procedures, and lesson plans for customers, distributors, and DoD training sessions in collaboration with team players.

Tallahassee, Florida, United States

Maintained SME-level knowledge and expertise in engineering systems to ensure quality training was delivered and guidance was provided to trainees. Evaluated and assessed learning objectives and oversaw quality assurance testing of hardware and software releases.Key contributions:• Facilitated problem solving and identified training topics to present to team lead and manager.• Installed, configured, maintained, and troubleshot FuelMaster systems, networks, hardware, and software applications.• Resolved and deployed resources to correct database, hardware, and network issues. • Managed ‘Priority One’ accounts with assets totaling $500K+. • Interacted with, supported, and trained new hires on support and departmental procedures.• Received recognition for exceeding all helpdesk goals by an average of 15%.

Tallahassee, Florida, United States

• Provided hardware and software support on FuelMaster products to DoD customers, commercial customers and distributors along with providing troubleshooting assistance with customers’ servers and/or modems, and network systems.• Maintained a product ordering/inventory database based on the DOD’s allotted budget.• Trained over 100 DOD staff in fuel management and assisted on-call technicians with DOD calls.

Tallahassee, Florida, United States

• Prepare Federal, State, and Local Personal Tax Returns for an average of 120 clients annually that include income and deductions from investments, rental property, retirement, education, and employee business expenses. • Thoroughly review new clients’ previous year’s tax returns and financial documents to ensure they have received maximum tax credits and an accurate and complete return.• Identify potential tax credits and liabilities, and ensure 100% accurate and complete returns are filed in a timely manner.• Generate business growth, increase client retention, offer additional products and services, and train/advise clients on tax forms in accordance with policies and in compliance with legislation and regulations.