🔶Working closely with the Project Manager to create and develop strategy plans, technical documents, and briefing materials.🔶Collaborate with stakeholders from various cross-functional, departments, and agencies to understand their requirements and gather feedback on current processes and needs🔶Develop comprehensive business requirements and functional specifications for process improvements and technical implementations.🔶Work closely with technical teams to translate business requirements into technical solutions, ensuring alignment with organizational goals and objectives.🔶Understand business requirements for strategic efforts and communicate in written documentation.

🔶 Provided oversight and guidance to Qualtrics projects related to the Voice of the Customer (VoC) Program, including survey development, testing, launch, end of survey reporting, and post-survey action planning – this resulted in 24/7 monitoring of advisor experience and satisfaction, which currently shows a rating of 4.8/5🔶 Drafted, assembled and presented findings to key stakeholders and C-suite executives on survey feedback and customer responses to demonstrate not only successes, but opportunities and pain points to focus on improving.🔶 Conducted and presented cost/benefit analysis to evaluate the feasibility of pursuing certifications such as J.D. Power certification, Great Place to Work certification, and utilization of Marcova business analytics.

🔶Pioneered and led creation of all user-manuals and how-to guides for custom SumTotal LMS. Managed all learning modules in SharePoint repository, and maintained all compliance information and renewals.🔶 Oversaw all LMS functions from course upload, renewal, decommissioning, updating, testing, and implementation of online course modules and training curriculum.🔶 Spearheaded efficiency improvements for instructional designers by streamlining and optimizing the course upload and testing procedures, therefore reducing the upload and live launch time from 1-2 days to under 60 minutes. 🔶 Planned and oversaw all Qualtrics surveys company-wide, utilizing a waterfall approach, accelerating the delivery of fully developed surveys by 35% and boosting survey response rates from less than 10% to over 13%.🔶 Decreased third-party support operating costs by 73% over two years through strategic contract renewals with an external LMS UI vendor for annual service and support hour usage.

🔶 Developed and maintained technical documentation, to include: published medical journals, gathering medical educational materials pertaining to post stroke and post heart failure recovery and treatment, specifications, release notes and version history for certification process. Maintained all documentation in SharePoint reference library.🔶 Collaborated with cross-functional teams and industry leaders nationwide to gather information and ensure accuracy and completeness of documentation. Worked closely with subject matter experts to understand complex technical concepts and translate them into easy-to-understand documentation for end-users.🔶 Organized and structured documentation to ensure clarity, consistency, and usability. Reviewed and edit documentations for grammar, clarity, accuracy, and adherence to style guidelines prior to publication.🔶 Successfully oversaw, led, and concluded Phase 1 of a new project for the American Heart Association, delivering 30 days ahead of schedule and under budget. Met all milestones and laid a solid groundwork for future program expansion, specifically the development and administration of a post-stroke care certification program sponsored by the Helmsley Foundation.

🔶 Spearheaded development of brand-new training programs, courses, and materials for technical products, software applications, and systems, implementing it across the entire facility off over 5000 people, increasing new employee retention within the first 90 days from 65% to nearly 80% through the introduction of a revamped "Day 1" training program.🔶 Collaborated with subject matter experts, instructional designers, and cross-functional teams to assess training needs, define learning objectives, and create training content that met the needs of diverse learners to make it easily accessible for all.🔶 Oversaw instructor-led training sessions, workshops, and presentations to employees via the Ambassador Program, utilizing the Train-the-Trainer approach. 🔶 Drafted and presented salary restructuring proposal for Amazon warehouse employees nationwide. Proposal was adapted and modified slightly and implemented into practice in 2018.

🔶 Held a primary leadership role in developing and launching the curriculum, testing, homework guidelines and procedures for the new 9th grade educational center that led to significant improvements in students’ academic performance.🔶 Co-led a highly effective Professional Learning Committee (PLC) team that became the model for the district, and was acknowledged throughout the school as a leader in classroom teaching and instructional content design, consistently achieving exceptional ratings by school administrators.🔶 Interactive and engaging curriculum increased student performance across all classes by 35%, and a high passing/promotion rate to higher grade levels or class curriculum types.🔶 Authored, edited and published new course curriculum to be offered as part of the district’s curriculum.🔶 Drafted and proposed new grant to purchase new laptops and laptop carts for all classrooms within the school district that would provide better assets for student use while reducing technology costs in repairing older equipment constantly breaking down or not working.

🔶 Pioneered and spearheaded the creation, development, and maintenance of all necessary training materials, guides, and programs. 🔶 Personally led the training of all SME staff and all companies involved via "Train the Trainer" methodologies in the scope of work to ensure project was completed on-time, within budget and achieved all school system requirements.🔶 Network Architecture training materials created led to an increase in passing inspections for individual campuses and companies from sub-50% to over 85% on initial final inspections by DISD Project Inspectors.

🔶 Proofread, edited, and streamlined all of America Online (AoL) training materials, web-based documentation, FAQ’s, knowledge-base articles, user manuals. Aided in rollout and implementation of new LMS system for employee training.🔶 Led a major training and operational readiness initiative to remotely hire and train the operational staff for a new call center in Delhi, India that was completed four months ahead of projected schedule and enabled an earlier than anticipated opening.