Entrata

Implementation Project Manager

Pearson

Pearson is a Fortune 500 company providing educational services around the world. As a team leader, I manage a team of 30+ direct reports, who are providing services to external school partnerships, ranging in size from 1,00-15,000 students. 

*Daily collaboration with school partners to ensure 96.6% project success rate across 60 active service projects through continuous stakeholder coordination and timely issue resolution

*Enabled professional growth plans for 361 direct reports by leading 39 Supervisor stakeholders to drive a 25% increase in employee engagement scores across 6 weeks, achieving 96.8% participation rate. 

*Used process improvement strategies to decrease the timeline of new employee training from 6 days to 4.  Worked cross-functionally, with Learning & Dev and HR, to audit new hire training courses in Learning Management Systems.  Collected user feedback to drive course changes. 

*Supporting direct reports in all areas (interviews, onboarding, performance reviews, coaching, terminations), with an 82% approval rate, compared to department wide approval rate of 76%.

Customer Success Service Delivery:  Supervisor of Teaching Operations  

Stride Learning Solutions

As an educational company, Stride offers SaaS as well as educational services. I managed a team of trainers and customized training plans to meet customer program needs. Collaborated with functional managers to negotiate trainer workloads. 

*Utilized change management strategies to support the move to synchronous instruction. Led live training sessions for over 100 employees.  Mitigated risks through the use of transparent communications; constructed mass department communications. 

*Collaborated with cross-functional teams (Quality Specialists, Human Resources, Instruction, and Content teams) to customize training  and onboarding for 45+ new hires in a 2 week time period, for a new school program customer

*Customized 5 training courses using the ADDIE model to meet diverse customer needs, resulting in 92% satisfaction rate among participants

Training and Development Manager, Interim B2B

Led a national team of 50+ employees using a data-driven operations strategy.  Weekly communication with external customers to ensure satisfaction with services provided. 

*Created digital workflow processes to monitor and control client close-outs tasks completed by direct reports. Maintained 100% team success rate of accurate and punctual closeouts

*Analyzed performance data in Power Bi and SharePoint for areas of improvement, providing feedback and action plans to drive positive customer outcomes from 65% to 78%

*Through one on one discussions and performance tracking, identified staff training needs, developed and presented professional development sessions to ensure employee growth for 50 employees

*Led team through mentorship and increased accountability standards.  Support through employee life cycle including interviews, training, performance improvement plans, terminations, and performance reviews using CRM software

*Cross functional problem solving with Customer Success to solve customer concerns using Salesforce with 100% success rate

Teacher Manager B2B ▫ SaaS

Served as a SME for Electives curriculum and coach to other teachers; taught Electives and English courses virtually. 

*Collaborated with customer stakeholders (school admin, parents, counselors) weekly to ensure student progress and to provide the space for transparent communication, for 250+ students. 

*Using data driven instructional strategies, increased the student success rate each by 5%+, year over year

*Mentored, trained, and coached new teachers, providing technical and instructional support

Content Coach and Teacher B2B ▫ SaaS 

A Pass Educational Group, LLC

Developed and reviewed assessment items to ensure alignment with various state standards and objectives for standardized testing materials.

Independent Professional:  Development Editor

West Shore School District

Taught and designed Family and Consumer Sciences courses 2005-2011; collaborated and co-taught with 100+ teachers as a Librarian 2012-2016.

*Coordinated with community businesses to execute student-run fundraising programs to support program needs. Exceeded goal of $1,000 by 150% ($1,500 raised)
*Built all curriculum scope components including scope and OKRs from initiation to completion.  Cross-functional support of content areas to strengthen student standardized testing performance by 8%. 

*Use of Agile Methodology strategies to improve instructional and program processes on a quarterly basis, prioritizing client needs to meet state compliance standards.

Teacher  and Library Media Specialist

I am a Client Services Professional with over 7 years of experience building trusted relationships and enabling success for technology customers.  I provide a unique blend of  project management skills, as a certified PMP and Scrum Master, and leadership experience.  Skilled at leading large teams of 50+ and boosting satisfaction scores by 5 points over department average.  I use process improvement and root cause analysis strategies to increase efficiency.  



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.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;}Rebecca Kiehn, PMP 's Linkedin Analytics

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