Selected Accomplishments
Performance & Process Improvement
- Development of call center performance support application to deliver knowledge at the users’ point of need improving “first time fix” rate and SLA “time to fix” agreement rate by 10%. >> View Case Study
- Maintained budget of 1.8mm while working with global organization to develop hybrid curriculum and performance support strategy to on-board customers to new technology, resulting in reduced travel and support costs. >> View Case Study
- Implemented CMS system that streamlined process flows with reduction of development, review, and approval, and translations processes for training projects reducing costs by 30%. >> View Case Study
Instructional Strategy & Knowledge Management
- Reduced time-to-competence for call center employees through Knowledge Management strategy and tools resulting in $500,000 savings/year in time saved. >> View Case Study
- Created learning portal for thousands of internal and external customers; accessible in over 17+ languages, available on mobile and offline. >> View Case Study
- Established range of cross-functional team processes; including SOPs, documentation, and training to encourage efficient work streams.
Marketing Communications & Technology
- Built integrated checkout, membership platform and marketing automation system that increased overall email open and click rates by 65+%. Increasing company revenue. >> View Case Study
- Designed & implemented email marketing and automation strategy, that increased email attribution to 50+%.
- Developed proprietary customer journey with a focus on brand advocacy in order to convert leads into buyers.