Scope: Led the consolidation of bundled product certification training for external Partners to eliminate content redundancy, operating within budget constraints by utilizing existing resources and platforms.

Responsibilities: Coordinated cross-functional collaboration among various teams, subject matter experts (SMEs), and training platform administrators to streamline and integrate training content effectively.

Outcome: Successfully reduced the total training duration from 22 eight-hour days to 5 eight-hour days, equating to a decrease from 4 weeks and 2 days to just 1 working week. This consolidation resulted in significant cost savings by minimizing the need for instructors, administrative support, and physical training facilities.

Scope: Designed a quarterly training plan for global employees at beginner, intermediate, and advanced levels to meet a 20-hour per quarter learning requirement. Training content consisted of 80% product knowledge and 20% professional development, delivered using existing resources.

Responsibilities: Collaborated with management and employees to curate relevant training, developed a centralized digital page on the intranet for easy access, and maintained monthly reporting to track team progress against training goals.

Outcome: 95% of employees consistently met their quarterly training targets, increasing employee and manager satisfaction by ensuring teams remained up to date on product knowledge and professional development.

Scope: Managed quarterly metrics for an external learning content curation program with 150 assets, tracking views, completions, and engagement (likes).

Responsibilities: Collected and analyzed data from the learning platform, providing quarterly reports to leadership and key teams.

Outcome: Enabled data-driven decisions on content retirement and updates, ensuring the learning library remained relevant and valuable.

Scope: Developed and distributed a monthly digital newsletter tailored for the Support Team, encompassing product updates, support-specific news, and team highlights. The initiative was executed within the constraints of a limited budget, utilizing existing resources and tools.

Responsibilities: Led the design and delivery of the monthly newsletter, establishing a robust network of internal sources by collaborating with various departments across the organization.

Outcome: Achieved high levels of satisfaction among team members and leadership, fostering increased interest in the support organization from other teams.

Scope: Developed a user-friendly, centralized platform enabling employees to access team-specific learning materials, documents, and collaboration tools. This initiative was executed within a limited budget, utilizing existing platforms and resources.

Responsibilities: Collaborated with cross-functional teams and leadership to curate relevant content. Designed, built, and maintained the platform, incorporating a feedback mechanism to ensure continuous improvement.

Outcome: Achieved high satisfaction levels among team members and leadership, enhancing the accessibility of essential content and improving overall job performance.

Scope: Developed a comprehensive digital playbook to assist the team during the critical transition from Zendesk to Service Cloud. The project was executed within budget constraints, utilizing existing resources and platforms to deliver the content.

Responsibilities: Facilitated cross-team collaboration to gather essential information, created and populated the playbook template with relevant content, and oversaw its review and continuous updates. Used the platforms feedback capabilities for continuous improvements to the document.

Outcome: The team effectively utilized the 100+ page playbook, successfully navigating the platform transition and enhancing their operational efficiency.