Approach: Transformed ad hoc QA processes into systematic, foundational operations.

• Implemented call recording infrastructure and hired a developer to build a centralized database
• Created comprehensive policy frameworks and documentation templates
• Established call calibration sessions, eliminating subjective “vibes-based” quality assessment
• Built performance reporting systems for 1:1 coaching and trend analysis
• Designed a cross-departmental newsletter elevating CS visibility to leadership

Results

• Gave leaders visibility for performance management they’d never had
• Created objective, consistent quality accountability across multiple supervisors and sites
• Elevated CS department organizational perception
• Newsletter featured future CEO, earned spot award for organizational impact
• Became a model for how quality operations should function

Skills: Quality assurance program design, process transformation, infrastructure building, stakeholder engagement, data-driven decision making.

Approach: Served as master of ceremonies, managing real-time event orchestration across multiple consecutive days.

• Opened and closed each day, transitioning all speakers and sessions
• Listened to every presentation, taking real-time notes without advance materials
• Synthesized key takeaways on the fly, delivering impromptu wrap-ups connecting each session to strategic objectives
• Created thematic continuity across days by linking sessions and reinforcing strategic messages
• Facilitated expert panel discussions with executives and external speakers
• Led hands-on interactive workshops engaging a hybrid audience (in-person and virtual participants)
• Managed energy and pacing across 6-8-hour days, maintaining audience engagement
• Coordinated with leadership behind the scenes on strategic announcements and messaging

Results

• Transformed chaotic event into cohesive, professionally orchestrated experience
• Received exceptional feedback on event coherence and strategic messaging
• Successfully engaged a hybrid audience across multiple time zones
• The AI workshop became a turning point, driving 100% mandatory training completion within 30 days
• Created a repeatable framework for future company events

Skills: Event facilitation, public speaking, real-time synthesis, strategic messaging, executive presence, audience engagement, hybrid event management, improvisational orchestration.

Approach: Designed a multi-month phase release gamified security awareness program with incentives and progress tracking.

• Created a flexible, learner-driven structure – participants could complete content as it dropped or consume in chunks on their own timeline
• Built gamification elements: asynchronous bingo, themed movies, and interactive activities
• Provided downloadable visual resources that were engaging and retention-focused
• Integrated with Bonusly for incentive delivery and milestone rewards
• Launched later in the year as a capstone to ongoing security awareness efforts
• Built a communication campaign sustaining momentum across multiple months

Results

• 65% voluntary participation without mandate
• Sustained engagement over a multi-month period (not one-and-done training)
• Supported successful SOC 2 Type 1 certification
• Shifted security awareness from an annual checkbox to an ongoing cultural conversation
• Demonstrated that a flexible, gamified approach drives voluntary compliance behavior

Skills: Engagement strategy, gamification, compliance training, program management, learner-centered design, phased rollout planning, incentive design, sustained behavior change.

Approach: Led end-to-end LMS selection, configuration, and implementation.

• Evaluated 7 LMS platforms against organizational requirements
• Selected and configured the Unboxed Technology platform
• Built architecture supporting 100+ courses, 1,000+ curated resources
• Designed self-service global onboarding, eliminating timezone constraints
• Integrated with Slack, Bonusly, and Zoom for a seamless user experience
• Created gamification programs (Bingo, Kahoot, challenges), driving voluntary participation
• Established searchable resource library serving as institutional memory
• Created a comprehensive LMS Administrator Guide documenting company-specific governance, processes, and system administration protocols as the platform was built—ensuring sustainability, knowledge transfer, and enabling team members to manage the platform according to established standards without relying solely on vendor documentation

Results

• 70-80% active monthly engagement maintained throughout tenure (industry benchmark: 20-30%)
• Vendor called it “best client engagement at this high level”
• 99.4% annual platform utilization
• Global corporate onboarding for all new staff is completed 100%
• Eliminated onboarding delays caused by timezone differences for the global workforce

Skills: Technical writing, system administration, knowledge management, process documentation

Skills: LMS selection and evaluation, platform administration, user experience design, strategic implementation, integration management, and adoption strategy

🔒Note: Platform walkthrough video available to share in an interview setting.

Approach: Self-taught platform and systematically rebuilt the system to restore functionality.

• Learned SumTotal TMS administration without formal training or vendor support
• Cleaned up thousands of obsolete objects to restore system performance
• Rebuilt broken reporting infrastructure, enabling a decade of historical training data access
• Established governance standards preventing future degradation
• Expanded platform functionality beyond the original implementation
• Served as system owner for over a decade, maintaining a platform for the enterprise workforce
• Led L&D and knowledge management components for full platform re-implementation when extensive customizations required system migration
• Positioned as an essential project team member due to comprehensive institutional knowledge of platform architecture, customizations, and organizational training infrastructure

Results

• Rescued a critical enterprise platform from failure
• Restored access to a decade of compliance and training records
• Maximized ROI on $150K+ system investment through long-term optimization
• Maintained platform reliability serving 1,700-2,000 employees over 10+ years
• Successfully navigated complex enterprise re-implementation without data loss
• Established a systematic approach to prevent future system degradation

Skills: Enterprise LMS administration, system rescue and optimization, self-directed learning, technical problem-solving, long-term platform stewardship, change management, vendor management, project management, institutional knowledge preservation.

Approach: Created a series of learner journeys in our LMS teaching Google Drive, Docs, Calendar, etc., with 60-second microlearnings curated from Google (YouTube) with practical tips and tricks our staff needed.

Results

• Became one of the most popular voluntary learning programs, with over 60% of staff completing the voluntary curriculum
• Drove platform engagement and tool adoption without mandatory training
• Generated ongoing requests for additional tips
• Demonstrated that bite-sized, practical content drives behavior change

Skills: Microlearning design, tool enablement, video production, engagement strategy, curation.

Approach: Served as a certified facilitator delivering comprehensive leadership and soft skills training programs.

• Obtained DDI (Development Dimensions International) Certified Facilitator credential
• Facilitated formal leadership development programs for new and existing managers for over 10 years
• Facilitated Learning Maps sessions using large-format visual tools where groups explored organizational information through guided dialogue and peer-to-peer knowledge sharing based on their roles and experiences
• Delivered soft skills workshops covering communication, time management, conflict resolution, professional development, and more
• Conducted sessions for groups, ensuring personalized attention and engagement
• Adapted facilitation approach based on audience needs and organizational context
• Created psychologically safe learning environments, encouraging participation and vulnerability
• Used real-world scenarios and practical applications relevant to healthcare operations
• Provided ongoing coaching support beyond formal training sessions

Results

• Developed leadership capabilities across multiple management cohorts
• Consistently received strong participant feedback on facilitation quality and practical application
• Contributed to organizational leadership bench strength through systematic development
• Built a reputation as a trusted facilitator requested by departments for critical training initiatives
• Supported the organizational culture of continuous learning and professional development
• Enabled managers to successfully transition from peer to supervisor roles through structured training

Skills: Leadership development, facilitation, DDI methodologies, soft skills training, adult learning principles, group dynamics management, coaching, psychological safety creation, workshop design and delivery, performance improvement, and professional development.

Approach: Created a 100+ page administrator guide documenting processes I established, covering system architecture, integrations, troubleshooting, and best practices.

Results

• Became an authoritative reference for the entire training team
• Established standards are followed across the organization for consistency and quality
• Enabled new administrators to manage the platform without extensive, expensive vendor training
• Reduced support tickets and system issues through clear documentation

Skills: Technical writing, system administration, knowledge management, process documentation, information mapping.

Approach: Created a monthly one-page newsletter serving as a searchable institutional memory.

• Curated “big org things” from all-hands meetings into a written format
• Designed a visually engaging, minimal-scrolling format optimized for remote work
• Uploaded as PDFs to LMS, making content text-searchable (unlike external slide links)
• Made the historical company context accessible to future employees

Results

• 100% adoption with new hires (used as onboarding reference tool)
• 10% ongoing engagement with existing staff, but consumption patterns showed staff read multiple issues at once during slower periods (validating lasting value)
• Reduced tribal knowledge problem – new hires could “catch up” on organizational context quickly
• Created a single source of truth for “what happened when”
• Solved problem training alone couldn’t fix – information preservation and accessibility

Skills: Communication design, knowledge management, content curation, visual design, strategic problem-solving.

Approach: Created a quarterly 8-page print newsletter serving as a culture-building and cross-departmental visibility tool.

• Designed tabloid-format publication (4 sheets folded), physically delivered to every desk
• Solicited articles from CS staff and other departments, creating collaborative content
• Highlighted CS achievements, trending quality issues, and performance improvements
• Featured profiles, recognition, and cross-departmental stories
• Partnered with the print team for professional production
• Built governance structure with stakeholder input and review (HRBP, CS&PA Leadership)

Results

• Elevated the CS department’s organizational perception significantly
• Featured future CEO in a publication
• Earned spot award for organizational impact
• Created cross-departmental engagement—other departments requested inclusion
• Made frontline staff feel connected to company-wide activities
• Demonstrated CS expertise and strategic value to leadership

Skills: Communication design, cross-functional collaboration, stakeholder engagement, content curation, organizational culture building, strategic positioning.

Approach: Served as internal technical liaison and training lead, managing full adoption lifecycle.

• Participated in a 9-month vendor build phase, providing an end-user perspective and conducting regression testing
• Provided read-only system access pre-launch, allowing users to practice workflows before cutover
• Supported intensive drop-in support sessions twice daily during Week 1 post-launch
• Scaled support to once daily, Week 3, based on actual user need and question volume
• Built comprehensive onboarding training for new hires based on lessons from the initial rollout
• Established weekly check-ins with the operations coordinator, monitoring system issues, and training gaps
• Coordinated with Operations and executive stakeholders, ensuring alignment throughout implementation

Results

• Achieved user self-sufficiency within three weeks of cutover (users confirmed no additional support needed)
• Zero major system issues or operational disruptions during transition
• New hire onboarding training enabled seamless integration for employees joining post-launch
• Reduced post-launch issues by 70% through proactive user testing and feedback during the build phase
• Created a sustainable training infrastructure requiring no ongoing intensive support after Week 3

Skills: Enterprise software training, change management, user adoption strategy, technical liaison, stakeholder coordination, rapid enablement, distributed workforce training, vendor management.

Approach: Created the company’s first internal comprehensive strategic communications framework from the ground up.

• Established consistent branding standards (colors, fonts, visual style) across all internal communications
• Designed a suite of reusable templates for common communication needs (announcements, training, programs)
• Created a visual design system, ensuring a professional, cohesive appearance without a design team
• Built a library of branded graphics, icons, and visual elements for organizational use
• Established communication standards and best practices accessible to all staff
• Integrated visual framework across learning programs, internal communications, and organizational initiatives

Results

• Transformed ad hoc communications into a professional, branded organizational voice
• Infrastructure became essential to operations—used across departments and initiatives
• Enabled non-designers to create professional communications using standardized templates
• Elevated organizational perception internally and externally through consistent branding
• Created a sustainable communication system requiring no dedicated communications staff
• Framework remained foundational to organizational operations throughout tenure

Skills: Strategic communications, brand development, visual design, template creation, standards development, organizational infrastructure building, scalable systems design.

Approach: Identified systemic problem, designed organizational solution, and built team from the ground up.

• Identified cross-departmental training inefficiencies and wrote a comprehensive business case for a centralized training role
• Negotiated with Operations SVP and HR over one year to secure approval and funding for a new position
• Designed role scope, reporting structure, and team requirements based on organizational needs
• Selected for the newly created Operations Training Manager position based on proposal and demonstrated expertise
• Hired, onboarded, and developed seven direct reports with varied experience levels
• Established training standards, quality assurance protocols, and performance management systems
• Created centralized training operations, eliminating departmental silos and duplicated effort
• Managed vendor partnerships for learning technologies and instructional design resources
• Built team capability through ongoing coaching, skill development, and performance feedback

Results

• Successfully advocated for and secured the creation of a new organizational role addressing systemic need
• Built a functional training team from zero to seven members in 18 months after role creation
• Centralized training operations serving 1,700-2,000 employees across multiple departments
• Maintained 99%+ compliance rates in a heavily regulated environment through team consistency
• Established training standards adopted across the organization as an authoritative reference
• Demonstrated strategic thinking and organizational design capability by solving the problem I identified

Skills: Strategic problem identification, business case development, organizational design, stakeholder negotiation, influence without authority, team building, hiring and onboarding, performance management, coaching and mentoring, vendor management, standards development, regulated industry compliance.