Work History
DIGARC | LAKELAND, FL | JUNE 2007 – APRIL 2020
TRAINING MANAGER
02/2020 – 04/2020
02/2020 – 04/2020
Resumed previous duties after organizational restructure.
CLIENT SUPPORT MANAGER
09/2019 – 02/2020
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
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
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
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
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