Research and document business processes, standard retail operating procedures, best practices and industry trends to enable technology-driven business process upgrades and digital marketing transformations for automotive manufacturing (OEM) and dealership clients.Rapid development of technical training documentation, infographics and e-learning videos. Curate content, write and design interactive instructional materials including user manuals, instructor guides, simulations, scripts, and animated visual presentation aids.

Cox Automotive University enables client success by building the knowledge, capabilities, culture and mindset for OEM and dealership teams to thrive in an ever-changing automotive marketplace.Researched and documented business processes and industry best practices to support the adoption of emerging technology applications and digital marketing solutions for automotive clients.Developed, edited and published interactive instructional materials; managed complex development, printing and delivery schedules to ensure timely updates; Evaluated curriculum/delivery effectiveness; implemented improvements. Deliverables: User manuals, instructor guides, activity resources and simulations, infographics, visual presentation aids, communication materials, eLearning video and script development, online resource library.

Researched, documented, scripted, storyboarded, recorded, edited and produced advanced technology data analytics product knowledge e-learning videos using Articulate Storyline 360 authoring software to support product launches and company-wide online learning resource library for internal users.

Organization-wide enhanced software and buyer experience transitioned 400 sales offices to paperless digital e-signature platform and online approval process. Stakeholders impacted by change included 2800+ sales, project, and construction field managers, divisional leaders, and corporate support staff. (Team of 5 Transformation Leaders.)Documented business processes for 86+ workflow and behavioral changes; Designed, developed and edited communication and instructional materials for non-technical users; Conducted needs analysis and change readiness assessments; Developed implementation strategy; Conducted classroom and online training: Evaluated adoption rates/risks; Communicated UX feedback; Produced e-Learning scripts videos; conducted train-the-trainer for hand-off.

Documented and developed communication and instructional materials for 2000+ operational restaurant locations to support continuous equipment and information technology system upgrade launches and releases. Stakeholders included store managers and employees, technical support staff and external vendors/suppliers.

Documented workflow and developed communication and training materials to support corporate-wide transition to new technology platform for coordinating and sending digital marketing data to 800+ digital billboards and 5000+ digital vending machines. Participated in design input, sprint planning, agile process and scrum meetings: documented user stories and translated to system requirements, developed process flow diagrams and user test scripts; personally conducted online training, evaluated adoption rates and managed user-resistance.

Scripted and created custom software product demonstrations, software simulations, branched scenarios and randomized quizzes to train and assist healthcare providers transitioning from paper-based to electronic healthcare reporting (EHR) platform as mandated by the Affordable Healthcare Act. Evaluated adoption rates and managed user-resistance; Communicated user experience feedback to software development teams.

Documented standards and procedures for global transition of regional first responders and epidemiologists to adopt uniform structured process for identifying, assessing and responding to natural disasters, emergencies and non-infectious toxic outbreaks. Designed/developed experiential instructional resources; measured adoption rates.

Implemented launch of large-scale online volunteer management system software impacting 18,000+ adult volunteers and 50,000+ girl members; Documented business process changes and developed communication and instructional materials to facilitate Volunteer Learning and Engagement initiatives.

Responsible for call center agent training and development, customer satisfaction performance and legal compliance for national network of customer care centers providing outsourced BPO and CIS business services to over 70 clients, serving over 23 million consumers.Accomplishments:• Documented key performance competencies; identified critical quality, attrition and performance gaps• Developed accelerated new employee training onboarding program to reduce attrition/improve scores• Designed and facilitated company-wide leadership development /employee engagement programs• Developed global training standards and implemented train-the-trainer compliance program• Supported IT software upgrade releases via customer care agent training and knowledge-database• Conducted user/system troubleshooting and implemented solutions • Accountable for monthly contractual compliance on 64 client service level indicators• Exceeded contractual expectations for customer satisfaction scores on third-party evaluations

Managed the design, development and delivery of comprehensive corporate learning and development solutions for Fortune 500 company start-up operations, relocations and expansions. Managed time-sensitive project budgets and schedules along with large-scale production teams of technical writers, instructors, media-based instructional designers, animators, and project coordinators. • Analyzed client training and performance needs; conducted job profiling & competency-based analyses.• Presented information through state-of-the-art, high-tech structured learning environments.• Facilitated change process for organizations transitioning and relocating operations.• Produced written and media-based technical instructional materials.• Evaluated program success; documented results and reports as required by state legislative procedures.• Managed and facilitated on-going learning and development programs for clients (leadership, customer service, total quality management, team effectiveness, change management, train-the-trainer.)