Resume

At Picaboo, I researched and designed a training program from the ground up for a small company, including rapid iteration of more than 40 e-learning courses to facilitate the hiring surge during peak season.

I was also responsible for basic web design and updates, video production and the creation of marketing materials (such as promotional landing pages).

Other accomplishments include:

• Designing multi-faceted curriculums, which include interactions, activities, quizzes and demonstration videos.

• Conducting detailed analysis of learning needs, available resources and ROI. Based on my research, was able to quickly launch a robust solution that will scale, while saving the company about $15,000 per year.

• Managing and supporting Learning Management System with dozens of users.

• Designing customer-facing video learning center, with a goal to reduce the number of contacts into the call center.

• Creating and producing customer trainings as well as marketing and promotional videos.

• Hiring & managing voice-over talent. Assured competitive pricing, wrote and produced scripts and secured assets in a timely manner.

• Creating web landing pages for marketing promotions, as well as performed other minor site maintenance.

• Managing updates to knowledge base articles and canned email responses.

• Worked closely with Director of Social Media to create assets for various promotions, contests and blog posts.

• Managed updates to knowledge base articles and canned email responses.

After PayCycle was acquired by Intuit, my role expanded as an Instructional Designer.

My responsibilities included managing two learning management systems that benefited thousands of employees around the world.

I also designed skill-based certifications that increased employee retention and improved customer satisfaction.

Other highlights include:

• Devising creative ways to support teams spread across numerous call centers. This included creating interactive software manual for instant access to important support topics during peak seasons.

• Designing and delivering effective sales training that enabled Intuit sales reps to successfully sell the PayCycle product, even though they had never seen or used it.

• Training PayCycle employees on legacy systems and processes already in place at Intuit.

• Training Intuit employees to help further their understanding of the PayCycle system, processes and procedures.

• Facilitating live training sessions for new support representatives.

• Delivering live webinars to numerous partners and hundreds of their employees.

At PayCycle, I played an important role in designing and implementing training programs across multiple call centers and numerous financial partners.

Other responsibilities included:

• Working with major partners to design sales and educational materials for their employees and customers. Hosted numerous training webinars for key partners that assured their staff would be able to confidently sell our private-label payroll solution.

• Facilitating numerous ILT (Instructor Led Trainings) for support reps that enabled them to support new releases, product changes and support strategies.

• Researching and launching a Learning Management System that enabled the company to provide quality e-learning initiatives while saving tens of thousands of dollars in travel expenses. I also introduced software solutions that enabled us to rapidly iterate training programs in a cost-effective way.

• Redesigned New Hire Curriculum and certifications, which enabled new customer care representatives to confidently support customers on the first day they started taking calls.

• Designing and implementing hundreds of other web-based trainings and webinars, using state-of-the-art production tools and techniques. Created compliance and sales trainings, best practices and support manuals.

• Preparing hundreds of employees for our "peak season", where intense customer contacts are the norm, due to the pending tax season. This included publishing a printed support manual that enabled even new reps to support complex payroll issues.