Owning the organizational change strategy and coordinating its implementation across the organizationServing as a change agent for a multidimensional teams by providing senior leadership and other partners with ongoing insight into organization wide initiatives and progress towards outcomesApplying structured change management methodology, processes and tools to lead change activities and support adoption across the teamEngaging senior leaders in assessing the change impact, change readiness, and identify key stakeholdersEnsuring risk mitigation procedures are leveraged to minimize risk and exposure across organizationSupport communication efforts by enabling the design, development, delivery of key communicationsConsult and mentor project teams and people leadersFocus on associate development and training – providing input, documenting requirements, and supporting the design and delivery of training programs

I am currently seeking new opporunities to leverage my previous experience and skills and help a new team successfully implement and/or leverage technology solutions within their organization.

Served as a customer centric subject matter expert on the Global Service Delivery team for all EdCast SaaS products and services. Provided consultative support and implementation solutions to enterprise customer after signing and handoff from Sales team. Worked with customers' functional and technical teams to successfully implement EdCast SaaS solutions including EdCast LXP, MyGuide, EdData, and EdGraph.Led customer discovery sessions to gather requirements and alignment with implementation strategy. Partnered with internal engineering teams to ensure all necessary integrations were properly scoped and executed, including integrations to HRIS and ERP applications, content providers, LMSs, internal content repositories, and SSO solutions.Led familiarization and training workshops to enable customer teams to gain skills needed to administer application after launch. Facilitated curation training workshops for content creators and instructional designers to upskill for ongoing curation efforts.Successfully executed large enterprise customer implementations (10k+ users) across different sectors/industries. Partnered with colleagues to provide recommendations and implementation support for.Developed and managed project plans and implementation schedules to ensure successful launches.Initiated and managed both Jira and Salesforce tickets during implementation efforts to ensure all deliverables were executed and milestones met in accordance with project plans. Built Confluence community for Global Services team use to ensure Services team had access to most up-to-date product information from Product and DevOps teams. Created project templates, process documentation, presentations, and training materials for use with external customers.Engaged internal leaders and executive leadership at customer organizations to ensure customer needs were met and all expected deliverables provided prior to handoff to customer success team.

Edcast was acquired by Clearlake Capital bringing the organization and team members into the Cornerstone on Demand family.

Took voluntary leave from my career to challenge myself with and upskill in an entirely new endeavor - parenthood! Fast paced on-the-job "training" provided by twins!

Served as Program Manager for enterprise learning technology used by 180k+ users, including a Learning Management System (LMS), Learning Experience Platform (LXP) and other social and reference tools used across the organizationServed as Business Lead for new learning technology selection, including requirements gathering, RFP, sourcing, planning and execution of implementationsLed multiple enterprise LMS implementation as well as major and routine upgrades using both waterfall and agile project management methodologiesResponsible for learning technology roadmap and rollout of features across managed applicationsProvided leadership, coaching, and performance support for a team of high performing learning professionalsLed center of excellence COE for enterprise learning technology and administrationServed as Global Learning Lead, providing guidance and support for all divisions and departments in the organization regarding corporate learning policiesFacilitated monthly learning forum with interdepartmental learning leaders to ensure alignment on enterprise learning technology strategy and system administrationServed on enterprise customer steering committee with LMS provider. Advocated for product enhancements to maximize my organization’s return on investment and improve overall experienceProvided both functional expertise and administrative support for all supported platformsLeveraged data from supported applications to provide metrics and actionable insight to business teams and company executivesResponsible for creating and maintaining all upskilling collateral used by divisional administratorsLed continuous improvement projects using Six Sigma to optimize processes and realize efficiencies within our department and at touch points with other parts of organizationResponsible for multimillion dollar annual operating budget

Served as Program Manager, responsible for development, implementation, and delivery of transformational Customer Service training programs for all domestic and international customer facing airport employeesManaged and prioritized distribution of all learning events/activities for customer facing airport operations team members, including divisional, corporate, legal, and compliance initiativesPartnered with divisional leadership and SMEs to ensure learning needs were aligned with business objectives and provided measurable outcomes Provided consultative support for policy SMEs and served as liaison between business unit and Global Learning & Development teamDeveloped and delivered industry leading 3hr customer service program aimed at awareness of modern customers. Program focused on customer perceptions and awareness of social media and viral content and provided practical methods of working with a diversified customer base to provide exception service. Program was well received by operational teams and was praised by executives for providing a much needed emphasis on contemporary customer service skillsServed as Product Manager responsible for transformational project that reimagined curbside check-in experience for customers and technology used for checkin by team. members. Eliminated need to maintain separate check-in code and application by repurposing existing intuitive customer facing self service check-in application and equipment as a team member facing curbside check-in application

Served as global administrator of airport operational policy and procedure repository for all customer facing airport team membersPartnered with policy analysts to ensure information in repository was accurate and actionable by all team membersEstablished maintenance schedule and process by which to review and action content within repositoryResponsible for all formatting and style standards for documentation within repositoryCreated a style guide to be used by future editors of policy documents to ensure consistency in tone of voice, technical writing style, terminology, and full understanding of effective communication methods for sharing information with supported workgroups. Led a project to reduce content errors and redundancy which reduced size of repository by 40%Represented Airport team in cross departmental meetings to ensure cross functional policy decisions were properly shared amongst supported workgroups. (eg: when policy from other parts of the business impacted the airport agents duties/functions, or airport policy decisions impacted other parts of the business (ex. Revenue Mgmt, AA.com, and Reservations))

Partnered with corporate compliance teams and government agencies to ensure operation met all regulatory and compliance obligations for regional airline operation with 70 flights per dayPerformed above and below wing audits and observations to ensure policies and procedures were followedCoordinated station audits from corporate policy, safety, security, and environmental teamsPerformed financial audits for station operation as well as daily audit of deposits and into plane fuelingResponsible for reporting findings and corrective action plans to appropriate authority or regulating bodyPerformed station audits for regional outstations in northeast corridor and at outsourced Canadian operations Responsible for coordinating with other air carriers and airport authority during terminal relocationCertifications held: Ground Security Coordinator, Local Compliant Resolution Official, Lead Environmental Coordinator, Deicing Coordinator

Performed all ticketing and gate functions ensuring safe and on time departure of aircraftOperated jet bridges to allow customer and crew embarkation and disembarkationServed as second tier resolution for customer and crew concernsPerformed preflight cabin security checksAssigned work assignments to passenger service team during shiftCoordinated preflight and pre departure activities with ground operations team and flight crewPerformed weight and balance calculations for aircraft departureQualified to perform all Station Operations functions related to arrival and departure of aircraft from ramp control, including gate assignments, radio contact with crew, fuel and ground handling coordinationFacilitated above wing functions training and customer service soft skills training programsServed on system-wide Agent Advisory Board advocating for all airport agents through systemHeld certification for Local Complaint Resolution Official, Ground Security Coordinator, and Lead Environmental Coordinator