PROGRAM LAUNCH/MANAGEMENT

• Launched and grew the inaugural corporate Learning & Development function that supported 10,000 learners and 200 internal staff across more than 300 franchise locations.
• Recruited and managed a team of full-time Learning Experience Designers and Learning Administrators.
• Launched and managed the learning management, knowledge management, content development, franchise operations training, leadership development, and learning technology functions.
• Developed and managed the $1M annual departmental budget.

OPERATIONAL STRATEGY

• Provided consultation for the Director of Corporate Programs for tasks related to planning the annual conference.
• Led a team of executive leaders in developing and executing a content delivery strategy for the annual conference, including the adoption of content tracks and hands-on lab sessions.
• Led the adoption of several technology tools at the corporate level by consulting executive corporate leadership on the benefits and efficiencies gained from the tools.

STRATEGIC PLANNING

• Developed and executed a franchisee and academy management onboarding training strategy that included the design, development and implementation of both blended and hybrid training programs. These training programs earned a 96% overall learner satisfaction rating.
• Developed and executed a training content strategy to support the continuing education of customers and onboarding and continuing education of corporate staff. This included the procurement and launch of the franchise system’s first-ever Learning Management System (LMS), Docebo.
• Developed and executed a content management strategy, including a restructuring of system-facing operations documentation within the homegrown content management system.
• Developed a system-wide training competency framework for providing detailed metrics related to franchise owner performance, and training evaluation.
• Revised and implemented a corporate professional development strategy, including instituting continuing education sessions for staff recognized by the Project Management Institute and other professional organizations.

PROGRAM AND TECHNOLOGY ADOPTION/CHANGE MANAGEMENT

• Launched and supported the first Learning Management Systems (LMS) that provided system-facing training.
• Led the adoption of Artificial Intelligence (AI) tools at the organization.
• Designed and developed a first-in-industry virtual-reality health and safety training program for classroom teachers.

PROGRAM LAUNCH/MANAGEMENT

• Launched and grew the first organizational multi-product training function that supported 900,000 end users and 1,100 internal staff across 3 product lines.
• Built and managed an international team of full-time and contract Instructional Designers, Technical Writers, and Training Specialists across the United States and Mexico.
• Launched and managed the learning management, knowledge management, content development, customer product training, staff enablement, staff onboarding, learning technology, learning services, and organizational development functions.

MENTORSHIP AND THOUGHT LEADERSHIP

• Mentored training and development leaders across multiple functions and business units.
• Launched an internal learning community for technical knowledge and L&D knowledge exchange.
• Led the adoption of several technology tools at the corporate level by consulting executive corporate leadership on the benefits and efficiencies gained from the tools

STRATEGIC PLANNING

• Developed and executed a learning services strategy that provided revenue-generating premium best-in-class customer training products and services. These products and services had an overall Net Promoter Score (NPS) of +37 and overall 86% learner satisfaction rating.
• Developed and executed a blended staff onboarding framework that resulted in a 2100% increase in productivity of the client support team over the first 90 days in their role.
• Developed and executed a knowledge management strategy, including a restructuring of client-facing software documentation, and adoption of an organization-wide knowledge management system (MindTouch).
• Developed and executed a full staff-enablement framework that supported the customer support, implementation, software engineering and product teams.

PROGRAM AND TECHNOLOGY EXECUTION

• Launched and supported multiple simultaneous customer-facing Learning Management Systems (LMS) that provided customer-facing software training (including software simulations and assessments)
• Launched and supported a customer-facing digital adoption platform (DAP) that provided in-platform support and training for customers
• Improved efficiency of e-learning development by implementing an agile methodology (Scrumban) for content and e-learning development.

• Designed and launched customer-facing synchronous training programs that supported the implementation and use of the MedHub platform.
• Designed a staff enablement program to provide ongoing enablement of new software features to internal staff.
• Managed the documentation of the MedHub platform within the homegrown knowledge management tool.
• Launched an internal knowledge management framework, converting tribal knowledge to an accessible reference library.

KEY TOOLS/LANGUAGES: PHP (Laravel), MySQL (LAMP), HTML, JavaScript, CSS

• Designed, developed, and shipped new features and workflows for a SaaS administrative tool with over 500,000 end users.
• Launched a Tier 2 client support function, providing onboarding, mentoring, coaching, and strategy for the inaugural Tier 2 technical support team.
• Coached a team of six software developers, providing software platform training and guidance on team coding practices.
• Provided instructor-led training to customers on software workflows.
• Consulted customers on tool and industry (medical residency education) recommended practices.

• Built and managed key websites for the Wayne State University School of Medicine and Department of Engineering Technology.

Learning Design & Technology

Computer Information Systems

Mechanical Engineering

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