Omnigo

Director of Customer Success

Everetics

Principal, Customer Success & Operations

GovOS

Director, Customer Success

Kibo Commerce

Manager, Customer Success

Phenomenex

Customer Service Manager

3PL Central - Warehouse Management Software

3PL Central is a leader among cloud-based supply chain software providers, offering warehouse management solutions that are robust, reliable, secure, cost-effective, and easy to use. Our products seamlessly integrate with a large and growing number of eCommerce enablement technologies, EDI providers, ERP platforms, accounting packages, shipping partners, and other supply chain technologies delivering a full warehouse management platform to effectively grow and scale your business. Offering enterprise-class WMS functionality, 3PL Central customers include small-to-medium sized 3PLs to private Fortune 500 distribution centers. For additional information, please visit www.3plcentral.com.

Implementation Specialist

Rapid7

Rapid7’s Learning and Support organization was a foundation of being awarded the TSIA Customer Success STAR award in November, 2015. Reporting to the Senior Director of Learning and Support, I was responsible for evolving Rapid7’s paradigm to that of customer and adult learning and managed a team to produce customer content that increased customer adoption, drove product usage, and increased retention.

•	United Rapid7’s documentation team, infusing Adult Learning and engagement principles into customer content, after relocating to Los Angeles.
•	Expanded team and responsibilities from 4 members/1 product to 7 members/5 products
•	Managed and delivered team results using both Agile and Waterfall project management methodologies simultaneously for different stakeholders.
•	Produced and launched Rapid7’s 1st free, end-to-end, product video training series consisting of 9 modules.
•	Modernized Rapid7 Support’s free webinars using blended learning approach, increasing quality, consistency, customer satisfaction, and Support efficiency.
•	Interacted with customers, on-site and virtually, to gather customer preferences, needs and situational differences to factor and refine training content with.
•	Key member of the cross-functional Learning Management System (LMS) replacement initiative to best support Rapid7’s aggressive growth and learning objectives.
•	Implemented and configured all aspects of Rapid7’s Cornerstone OnDemand (CSOD) global and customer divisions.
•	Liaised regularly with other departments to ensure customer community was bolstered and fresh with effective and impactful training content.

Learning Manager

Fully responsible for implementation and maintenance of Rapid7’s global learning infrastructure in a non-federated system landscape. Developed various new, and deployed existing internally facing enablement content.

•	Implemented and deployed Rapid7’s recently purchased and 1st ever LMS, docebo.
•	Evolved on-boarding and enablement programs increasing on-boarding efficacy by more than 60%.
•	Administrated all aspects of LMS: user management, security, reporting, compliance and content maintenance.
•	Orchestrated all back office processes and systems to support the LMS.  
•	Developed corporate learning track for a new company/product acquisition.
•	Hired and managed Rapid7’s first eLearning Content Developer.

eLearning Manager

athenahealth

Key member of LMS evaluation, replacement, and deployment team. Responsible for upkeep of LMS for all internal employees including course effectiveness evaluations, regulatory compliance, and employee messaging.

•	Administered the LMS (CSOD) for over 3,000 employees across the globe.
•	Performed regular LMS usage and trend analysis – an intense process that identified departmental needs, content effectiveness, and maximized learning investments.
•	Increased LMS effectiveness by implementing and driving a marketing program that resulted in over 20k course completions in Q2’14 (versus 4.8k in all of ’13).
•	Managed learning assessments for stakeholders to identify learning needs and developed comprehensive education plans including eLearning design and creation.

Learning and Development, Senior Associate

Responsible for developing and deploying new internal eLearning enablement content, developing and conducting in-person training, and upskilling Learning and Development staff in LMS and applied learning methodologies.  

•	Created first eLearning track for New hire orientation expediting foundational industry knowledge transfer.
•	Developed and delivered blended on-boarding training for multiple operational departments.
•	Coached and trained the Learning and Development team on: Lectora, Camtasia and Captivate.
•	Created all corporate eLearning content for: Salesforce.com, OpenAir, Workday and Colligo.

Learning and Development Associate

As a subject matter expert for client operations in the “Client Operations Scalability” project, I assisted to develop and drive the widely cost effective call center model that is in use today (based on educating analysts to train our customers versus legacy break/fix) and developed the training models to upskill a new call center in Maine using this approach.

•	Resolved a wide range of issues and escalations to facilitate and maintain practice productivity and patient safety.
•	Supervised and coached Help Desk Analysts to assist in learning and personal development including: weekly meetings to discuss performance, issue resolution and informal training sessions.
•	Developed and coordinated product and industry training sessions for the Client Service Center, account managers, and other operational groups. 
•	Developed training materials for Client Operations Associates on-boarding program, such as customer service soft skills, CRM protocols and quick reference guides for internal processes.
•	Managed project deadlines, mentoring work, phone duties and client cases in an efficient and timely manner.

Client Operations Associate, Tier 2

The frontlines of achieving our “changing healthcare” vision was in our Client Service Center. This senior level role required being responsible for providing exceptional, above and beyond, support and service to our clients and end users in an ever-changing and fast paced environment, handling inquiries via inbound phone calls, self-service CRM and e-mail. It was essential to be a versatile expert in a vast and complex athenaNet application and all service lines to resolve, and assist other Analysts to resolve, requests expeditiously.

Client Service Center Associate

Gained a thorough understanding of all product and service lines offered by athenahealth and all functional area’s responsibilities. My day to day responsibilities required resolving complex software issues and providing clear direction to end users in order to resolve customer inquiries on initial contact in a high service volume environment.

Taplio

Danielle Vinciguerra's Linkedin Analytics

Danielle Vinciguerra

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Danielle Vinciguerra's Linkedin Analytics

Danielle Vinciguerra

Want to drive more opportunities from LinkedIn?

Danielle Vinciguerra's Linkedin Analytics