For the role, I keenly focus on meeting company objectives for company's water treatment division by planning, formulating, and executing training programs. I leverage SuccessFactors LMS to develop and maintain all AOS University eLearning courses. I use LMS report builder, Smartsheets, and Power BI to build and schedule various eLearning reports on users and training content. I support informed decision-making process by preparing comprehensive reports for training classes and presenting to key stakeholders. I manage AOS University SharePoint site and Five9 AOS University accounts.Following are my key contributions to the role:• Commended for spearheading the successful roll-out of 120+ eLearning courses.• Utilized an online learning management system tool and various graphics/multimedia software programs to create courseware for 350+ people (internally and externally).

I delivered robust support to the training department in training new team members for the technical support department. I monitored queues and assisted with daily goals while conducting quality control to reduce errors and improve procedures.Here is my notable achievement from the tenure:• Attained 85% transition rate through strategic vision, planning, and execution.

Trained and coached new agents aimed at improving their skill set pertaining to utilization of SAP. Provided active support in answering technical questions for team members in the technical support department.

I created Salesforce alerts for the technical support group. I answered bilingual technical support/social media request calls and for water heaters. I determined and diagnosed support issues based on variables such as equipment, software, and environment. I responded appropriately to incident and request tasks assigned to the end user services team while ensuring compliance with established guidelines and Service Level Agreements (SLAs).An excerpt from the tenure includes the following highlight:• Led virtual trainings for Spanish contractors while creating the curriculum and utilizing best practices.