Terry Griffith Email & Phone Number

Chicago, IL, US

New York, New York, United States

• Developed, designed, and facilitated an engaging and relevant onboarding program for DealCloud the company’s CRM platform. Utilized various delivery methods including instructor-led, e-Learning, classroom, and virtual.
• Responsible for identifying training needs, designing and delivery of training programs, and evaluating their effectiveness.
• Conduct training needs assessments to boost workplace performance and drive adaptation within the organization.
• Collaborate with various stakeholders to identify training gaps and develop targeted solutions to address them.
• Leverage data analysis (support ticket submissions, customer usage) to prioritize content creation.
• Develop documentation to include classroom handouts, instructional materials, aids, release notes and manuals.

Greater Chicago Area

• Led, mentored, and developed multiple remote Training, Knowledge Base, and Instructional Design teams across the company, focused on producing innovative high-quality training for a SaaS environment software solution.
• Provided oversight for curriculum writing, media production and course creation.
• Applied tested instructional design, learning theories, practices, methodologies to all learning resources.
• Prepared management reports measuring the effectiveness of client facing platforms, training, and other learning resources.
• Attended key strategy meetings to help influence the direction of training development to ensure market advantages and differentiation.
• Created engaging learning activities and compelling course content that enhanced retention via audio, video, simulations, and role play.

Chicago, Illinois, United States

• Ensured software implementation, training, and support was executed successfully and timely in accordance with company procedures, contract guidelines and client satisfaction.
• Orchestrated the completion of customer implementations within company guidelines and the delivery of services in a timely fashion for revenue recognition.
• Oversaw the implementation team including account executives, project managers, application specialists, installation analysts, data conversion specialists, technical writers, forms developers and crystal report writers.
• Served as customer advocate by listening to customer needs, campaigned for applicable resources and development support, and was a trusted advisor by implementing strategies, problem solving, and communicating project.
• Tracked and improved the level of customer satisfaction as related to implementation, training, project management, and help desk support.

Chicago, Illinois, United States

• Ensured software implementation, training, and support was executed successfully and timely within budget in accordance with company procedures, contract guidelines and client satisfaction.
• Established and maintained good working relationships with customers including project managers, IT resources, clinical providers as well as executive level leadership.
• Maintained agendas and project plans for internal and client facing status calls. Produced accurate and detailed call notes, identified and communicated project risks, assigned and managed resources to meet project.
• Coordinated cross-functional teams to make sure all parties are on track with project requirements, deadlines, and schedules.
• Ensured customers were set up for success after go-live prior to handing off to customer support.

Chicago, Illinois, United States

• Installed and delivered training on MS Access based credentialing software including Apogee, MSO, Queries and Reports, and Delegation Monitor at client site and in-house location.
• Performed project management for each installation and training experience including overall organization, travel arrangements, training, expense reports, customer follow-up and customer support.
• Utilized strong multi-tasking skills.
• Authored user documentation including manuals, job aids and release notes.
• Facilitated training programs that stimulated trainee participation and comprehension.
• Developed certification programs.