-Developed and led 15+ hours of Salesforce training to increase user acceptance during a CRM transition-Created a bi-annual 40-hour Project Management certification and facilitated discussions for 15+ employees -Regularly audited 60+ internal articles, including all essential processes, procedures, and product documents-Championed micro-training initiatives for a department of 100+, created 20+ trainings and consulted on 50+-Facilitated and organized 20+ training discussions on communication, artificial intelligence, and goals-Created 6+ Salesforce Reports and a Dashboard for Customer Experience prioritization and data visualization-Conducted a needs assessment to identify product knowledge and inform product training and documentation needs, leading to live, on-demand training and 10+ articles detailing processes and access.-Collaborate with other Training Specialists to provide agnostic training that offers significant growth opportunities for the organizationSubject Matter Expert (SME): Salesforce Processes and Analytics, Quality Assurance-Served as the point of contact and consultant for 4+ departments' use of Salesforce workflows and reporting-Reimagined and owned a 700+ product line report into a searchable database to support customer experience-Developed and maintained a quality assurance plan for 20+ employees and 8000+ associated clients

-Contributed expertise in a large-scale department documentation project through the creation of 20+ articles -Oversaw onboarding for up to $10,000,000+ license deals for 300+ School Districts across ten states-Organized and managed onboarding projects for 300+ customers across a 3-week timeframe-Developed documentation and training for the Sales Team to inform them of the onboarding process-Began as a temporary position but was promoted to full time September 2021-Title change January 2022 from CX to PC due to restructuring and additional responsibilities

-Created and implemented a COVID-19 protocol to ensure office productivity during the pandemic-Responded to customers and employees via phone and email and tracked communication in a CRM-Co-Lead all new-hire interviews, personally trained 7 employees, and coordinated shift scheduling

-Solved faulty delivery issues and was a liaison between individual departments and customers -Received cross-training in 4 departments based on my ability to learn quickly and train others-Earned The Service Star Award – $100 corporate reward for exceptional customer assistance

- Assists students with questions and needs throughout their e-learning experience - Document incoming assignments and outgoing grades - Handle all mail for the office buildings withing Independent Study

-Conducted 15 international interviews to determine potential improvements and their program impact-Coded and ran statistical analysis on interview data to determine gaps in product effectiveness-Presented marketing proposal to senior management and created nine English and Spanish training videos