Training and Client Support Manager with nearly 13 years of experience within the higher education sector. Managed support for 700+ customer portfolio and contributed to a 98% client retention rate within a SaaS business.  
Work History

DIGARC | LAKELAND, FL | JUNE 2007 – APRIL 2020

TRAINING MANAGER
02/2020 – 04/2020
Resumed previous duties after organizational restructure.

CLIENT SUPPORT MANAGER
09/2019 – 02/2020
Moved into role after organizational restructure.
  • Managed client database to maintain high-level satisfaction, adoption, and contract renewal.
  • Improved client training and overall customer success which contributed to a 99% customer satisfaction rate.
  • Reduced the backlog of on hold tickets and increased response times.

PRODUCTIVITY IMPROVEMENT ANALYST
07/2018 – 09/2019
Moved into role after organizational restructure.
  • Successfully designed, configured, and integrated WalkMe across DIGARC’s three software solutions.
  • Developed interactive tests using WalkMe’s TeachMe product to use with the certification program during the annual user conference.
  • Developed an internal training program for new hires.

TRAINING MANAGER
02/2013 – 07/2018
  • Maintained customer support resources by updating videos, revising manuals, and creating new material for feature releases.
  • Hired, trained, and maintained a team of five Client Education Specialists.
  • Defined and designed internal training documentation for new hires.
  • Managed comprehensive project plans, documentation, and reports.
  • Assisted in the development and improvement of implementation plans.
  • Instrumental in the development of the four certification programs offered annually at the company’s annual conference.
  • Key member of the planning committee for the annual user’s conference.
  • Supported the Client Care department by aiding during high volume.

CLIENT EDUCATION SPECIALIST
01/2011 – 02/2013
  • Developed and presented virtual training sessions to clients.
  • Developed and presented monthly training webinars.
  • Developed online resources including the software manual for two proprietary products, online video tutorials, walkthroughs, FAQ’s, and other supplemental material.
  • Delivered in person training sessions with custom materials on-site to various college campuses by client request.

TRANSITIONS SPECIALIST
06/ 2007 – 01/ 2011
  • Migrated data and assisted with software configurations.
  • Assisted in the preparation of documents needed to meet project milestones.
  • Operated with a high level of accuracy to exceed quality and completion expectations.
  • Demonstrated exceptional knowledge of software applications.

Skills
  • Problem Solving
  • Team Leadership
  • Critical Thinking
  • Communication
  • E-Learning
  • Web Design
  • Software Training
  • Software Documentation
  • Collaboration
  • Virtual Training
  • Troubleshooting
  • Video Tutorials
  • Email Support
  • Webinars
Software & Languages
  • Microsoft Office 365 [Excel, Word, PowerPoint]
  • Adobe Photoshop
  • Google Suite
  • HTML
  • CSS
  • jQuery
  • WalkMe
  • Zendesk
  • Screenflow
  • Zoom
  • GoToMeeting, GoToTraining
  • RingCentral
  • Acalog, Curriculog, SECTION – Proprietary platforms with DIGARC
Education
  • Multimedia and Web Design, AAS
    • The Art Institute of Houston; 2006

A PDF downloadable version of my resume is also available!