- Provide vertical sector ownership and support, coordinating client and stakeholder communications and processing issue management.- Support Active Issue Management leadership in ensuring operational excellence, continuous quality improvements, and project completion, measuring performance against KPIs.- Assist in developing vertical sector support, ensuring consistent customer service, and updating service procedures.- Participate in client meetings, reviews, and after-hours support rotation, managing work orders and providing expertise.

• Actively engaged in ongoing professional development through workshop participation, certification acquisition, and conference attendance, staying abreast of emerging instructional design techniques.• Collaborated effectively with mentors and work partners to leverage their expertise, enhancing my skill set and fostering the creation of innovative learning solutions.• Demonstrated commitment to career growth by proactively investing in my skills and portfolio, ensuring the ability to deliver cutting-edge and impactful learning solutions.

• Enhanced E-Learning Accessibility: Improved the accessibility of e-learning materials on the Evolve Platform by implementing content updates, concise alt tags, and proper citations in accordance with Web Content Accessibility Guidelines (WCAG).• Alternate Format Production: Created WCAG-compliant Word and PDF course materials, ensuring screen reader compatibility to accommodate diverse learner preferences, including print and downloadable formats, with meticulous attention to detail and strong formatting expertise.• Change Log Management: Maintained a comprehensive change log to track all updates, revisions, and improvements made to the e-learning objects.• Canvas LMS Integration: Efficiently organized and formatted content for seamless integration into the Canvas LMS.

• Instructed fourth-grade students in-person, hybrid, and online, within a Title 1 school.• Developed curriculum with a cross-functional team and adapted learning materials for varying ability levels, cultural backgrounds and English language proficiency. • Facilitated face-to-face staff development training for 70+ adults for implementing a new systems platform that resulted in full software adoption. Created the training materials and presentation.• Recognized for leading a five-person team through a difficult transitional period while onboarding and coaching three new team members.• Oversaw the transition to eLearning education and digital curriculums during Covid-19 for a functional team and met the diverse needs of 120 learners by continuing delivery of quality education using LMS. Increased average completion rate to 90% the second year after evaluating and redesigning the learning experience to incorporate universal design options, including interactivity and screencasts.• Participated in diversity, equity, and inclusion workshops to understand culturally sensitive practices. • Chaired two teams focusing on external stakeholder engagement, as a committee member.

• Designing Instructional Materials: Expertly created instructional materials, thoughtfully designed to be replicable and easily localized, catering to diverse audiences, spanning multicultural, non-technical, and technical sectors. Emphasis on clarity and effectiveness in conveying complex concepts while allowing for easy adaptation to various cultural and linguistic contexts.• Needs Analysis and Gap Identification: Conducted a comprehensive needs analysis, which included reviewing existing documents, interviewing field SMEs, and engaging with stakeholders. This approach ensured a deep understanding of audience requirements and skill levels, enabling the identification of gaps in existing knowledge bases that required addressing.• Collaboration with SMEs and Research: Collaborated closely with a globally dispersed team of subject-matter experts (SMEs), all possessing practical field experience with the product. Conducted thorough research to distill intricate information into clear and concise content, enhancing the overall learning experience.• Remote Cross-Functional Collaboration: Proficiently collaborated with a cross-functional team, adeptly managing remote work dynamics, and engaged internationally based SMEs to ensure a globally informed content creation approach, highlighting adaptability and intercultural communication expertise.

• Facilitated the education of over 100 K-6th grade students in English, encompassing literacy, mathematics, science, art, and theater.• Created tailored content and delivered advanced English instruction to a diverse group of 30+ adult business learners.• Cultivated cultural insights through immersive living experiences in Taiwan and extensive travel in Asia.• Achieved Elementary Proficiency in the Chinese Mandarin language, further enriching my cross-cultural competencies.

• Successfully trained more than 50 adult learners in Advanced Business English at various U.S. company divisions in Mexico, including Oracle. Utilized my intermediate proficiency in Spanish to provide valuable support to Spanish-speaking learners during instruction.• Gained profound cultural insights through immersive living experiences in both Mexico and Guatemala.• Achieved Limited Working Proficiency in the Spanish language, further enhancing my ability to connect across cultural and linguistic boundaries.

o Provided advanced level technical support by problem-solving emerging issues, tracking bugs in JIRA, consulting with SMEs, contributing to a knowledgebase, and presenting trends at company meetings.o Collaborated effectively within a small, agile support team that closely engaged with product developers.o Delivered personalized phone and email support to customers, leveraging extensive product knowledge and hands-on experience to provide detailed explanations of company products and programs.o Guided customers through installation, purchase selection, and troubleshooting procedures.[Company was previously Pure Networks, networking software acquired by CISCO.]

o Provided phone and email customer support using a Support Knowledge Base.o Delivered assistance via phone and email channels, utilizing a comprehensive Support Knowledge Base.o Responsibilities included managing customer accounts, supervising orders, processing returns or exchanges, and monitoring shipping and fulfillment timelines.o Applied diverse customer service skills, including active listening, problem-solving, clear communication, and empathy, to consistently exceed customer expectations.