Muck Rack

Associate Director, Customer Education

Established the Customer Education function, recruiting experts in instructional design and learning operations, and creating comprehensive documentation for initiatives that encompassed content, technology, and engagement strategies.

Established relationships with stakeholders across various seniority levels and teams within the organization, fostering collaboration to enhance company processes and drive successful change initiatives.

Liaised with external consultants to refine  strategies for go-to-market enablement initiatives and implement a new discovery and demonstration methodology for Muck Rack‘s revenue teams.

Implemented the first of Muck Rack’s in-app performance support tools, including in-platform workflow checklists and product tours to give new users a choice in how to activate and engage with learning content.

Worked with inter-departmental peers to scope a thorough community-led growth strategy.

Manager, Customer Education

As the company’s first Instructional Designer, I conducted Needs Assessments to understand customer behaviors and determine knowledge and skill gaps. 

This work included analyzing product engagement metrics and surveying and interviewing customers and internal teams to refine needs. For visibility, I created engaging presentations to socialize findings with stakeholders and subject matter experts.

I established operational standards to streamline collaboration around design, development, and promotion of new training resources. 

Developing a new product curriculum, I curated existing knowledge resources into high-level content repositories/outlines for each product feature area, establishing learning objectives and assessment strategies. I leveraged these outlines to create engaging learning objects of diverse modalities (i.e. video, eLearning, facilitated webinars, and asynchronous learning resources such as job aids and end-of-course assignments).

To house this curriculum, I led cross-departmental efforts to compare vendors for and implement a new customer-facing Learning Management System. I gave special attention to the integration of the LMS with existing company systems and reporting methods in order to correlate course completion to greater product engagement and feature adoption, and ultimately prove value of the investment.

Instructional Designer

Pavilion

Pavilion is an organization for top sales, marketing, operation, and executives leaders worldwide.

Member

Datto, Inc.

Using the ADDIE methodology, analyzes business training needs, designs, and develops instructor-led and metric-based training curriculum for a product suite spanning four core business areas to drive positive business outcomes. Implements programs and evaluates for efficiency and effectiveness throughout the entire development process. 

Creates engaging, custom-illustrated eLearning experiences using Articulate Storyline, Rise, and Techsmith Camtasia. Diversifies learning objects and designs job aids to ensure learner retention and transfer of knowledge and skills to the job. 

Led the effort to develop iterative, blended learning experiences for a year-long product development journey. Effectively collaborated with department Stakeholders and Subject Matter Experts across the company to produce a wide variety of technical and sales training materials for business partners and internal employees.

Worked as part of Datto's in-house creative team to create product materials, web and print branding collateral, and illustrations that communicated the company's message.

Participated in a total re-brand for the company that resulted in a flexible identity fit for the growing global business.

Designed and updated marketing materials including data sheets, pricing sheets, product brochures, and user guides.

Created internal and external event collateral for small and large events (10-1,000 attendees).

Designed 12 internal magazines from planning to execution, from layouts to branding and illustration.

Graphic Designer & Illustrator

Diagnosed and resolved issues with an enterprise-level backup solution. Dealt with complex problems, virtualization, command line and more. Time management was key when resolving a multitude of reported problems.

Technical Support Engineer

Blackboard

Provide day-to-day support for Self-Hosted System Administrators experiencing performance and process issues with their Blackboard Learn learning management system (LMS) environments. 

Provide process documentation on maintenance and upgrade procedures – assist clients with walk-throughs of processes upon request.

Log and thread dump analysis; error troubleshooting utilizing external and internal facing documents to resolve software issues.

Technical Support Manager 

Intuit

Technical Support Agent

As a leader in Customer Education, I direct strategic education programs of a diverse scope. Always with an emphasis on sound learning principles, I ensure content, technology, and engagement initiatives align with the needs of the customer and drive business outcomes. I leverage over 7 years of experience leading the success of highly collaborative creative projects to develop engaging learning solutions for any audience.

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