SUMMARY
helping others succeed
I look for opportunities to use my expertise to support the organization and ultimately, help others grow. I am passionate about effective collaboration, quality work, process efficiency, user experience, and clear communication. At the end of the day, I want to be a part of something that is enriching, meaningful, and fun.
I believe that I have a unique combination of both creative and technical skills. I'm a lifelong learner and I love taking on new experiences and challenges in my career. I have 15 years of experience in digital adoption, user experience design, content creation, customer education, knowledge management, project management, and product ownership.
Education
MONTREAT COLLEGE
B.S. MUSIC BUSINESS, MINOR: COMMUNICATIONS
Graduated May 2007, Honors Magna Cum Laude
Experience
OKTA, SENIOR ENABLEMENT SYSTEMS DIGITAL ADOPTION MANAGER
TL;DR: Program Development, Product ownership, DIGITAL ADOPTION, DESIGN & DEVELOPMENT
October 2023 - Now
Build and support a WalkMe digital adoption program to increase tool adoption, improve process adherence, enhance user experience, and understand user behavior across the entire GTM technology stack
Drive the relationship with cross-functional teams like Sales, IT, Marketing, Product Development, and Customer Success to increase adoption and recommend valuable use cases for WalkMe
Assure impactful program execution with an engagement model that governs intake, requirements gathering, content development, builder methodology, technical deployment, and UI/UX design
Develop digital adoption content, conduct user acceptance testing, deliver demos to stakeholders, and meet go-live milestones
Audit and enhance existing digital adoption content to mitigate breaks within the application, identify process improvements, and provide recommendations on how to effectively leverage the WalkMe platform
MASSMUTUAL, Knowledge Management Consultant, HR Service Delivery Product Owner
TL;DR: Program Development, Knowledge Management, HR Service Delivery, Product ownership
March 2023 - October 2023
Responsible for continuous improvement of the HR Knowledge Program including document lifecycle management, overall governance, KM tooling, and content quality
Work with subject matter experts to capture, write, and approve documentation that is accurate, up-to-date, compliant, and relevant
Create and maintain strategies that promote the retention and use of institutional knowledge through improved user experience, process efficiency, search optimization, and system automation
Drive roadmap, backlog prioritization, department strategy, governance, and overall vision for HR Service Delivery within ServiceNow
Collaborate with stakeholders to create process improvement, increase automation, and capture relevant work through ServiceNow product improvements
Capture and write user stories, acceptance criteria, and business requirements for relevant HRSD development work
Run business acceptance testing, change management, release strategies, training, and department communication for major updates to the ServiceNow HR platform
Develop KPIs, reports, and dashboards within ServiceNow to create data-driven models for queue management, knowledge effectiveness, customer satisfaction, team capacity, and service delivery
Coinbase, PROGRAM Manager, Enterprise Knowledge Management
TL;DR: Program Development, Knowledge Management, Employee Experience, Remote-First Tooling
June 2022 - January 2023
Drive enterprise knowledge management strategy and roadmap including the addition of new content tools
Execution of all program rollouts from planning stage to company-wide deployment with data-driven results analysis
Implement enterprise-wide governance on content management covering the document lifecycle, data retention, style guidelines, search optimization, taxonomy practices, permission levels, and more
Communicate and train on improved content practices across all business units through collaboration with identified content managers and editors
Provide knowledge management best practices and consulting with all areas of the business to improve the overall effectiveness of the company intranet and internal knowledge bases
Act as tooling administrator for overall setup, UI design, and additional technical implementations
Coinbase, IT Operations Content Manager
TL;DR: Program Development, Knowledge Management, Content Design & Standards, Technical Writing
June 2021 - June 2022
Developed and deployed a new content management program across the IT Operations organization (150+ members) that included improvements to content quality, effectiveness, intake, and management
Planned and carried out initiatives to ensure content met new voice and design standards, was accurate and up-to-date, as well as organized and well curated
Executed content improvements across hundreds of pages of internal help documentation including CSS design and implementation
Enhanced the user experience and design of the customer portal for all employee help desk channels via Jira Service Management
WL GORE, SALESFORCE ENABLEMENT TRAINING SPECIALIST - WALKME ADMINISTRATOR
TL;DR: WALKME Development, DIGITAL ADOPTION MANAGER, SALESFORCE ENGAGEMENT ANALYTICS, TRAINING DESIGN
December 2019 - Present
Act as the main WalkMe administrator and developer to improve Salesforce Sales Cloud self-service training, new user onboarding, internal change communication, and overall user experience
Redesigned in-app training content through brand aligned custom CSS, language consistency, and a formalized WalkMe development and deployment process in JIRA
Work with stakeholders to understand user pain points, gather requirements, create and deploy digital adoption solutions aligned to improve user experience and application effectiveness
Establish key UX metrics through WalkMe Insights including analysis of product improvements, user engagement trends and overall product value
Drive product release communications through WalkMe shoutouts, new feature tours, and release notes
Serve as interim Training Lead to help develop and manage Salesforce training projects across multiple divisions and competing priorities
RED HAT, KCS/KNOWLEDGE DOMAIN EXPERT - Program Manager
TL;DR: PROGRAM DEVELOPMENT, KNOWLEDGE MANAGEMENT, DRIVING RESULTS, PERFORMANCE ANALYTICS, TECHNICAL WRITING
December 2018 - December 2019
Developed the new KDE program for Red Hat’s existing KCS implementation including intranet site creation and management
Drove content creation and content curation through writing, editing, publishing and improving KCS solutions
Improved the health of the overall knowledge base by decreasing duplicity, draft content, and poor search results
Developed and communicated on key metrics as it relates to KCS success and content health
Advocated for and increased overall KCS activity with team of software engineers
Managed and solicited customer feedback for improvements to solution content
Contributed to improvements in customer facing self-service tools like top content, search, and automation
INMOTIONNOW, TRAINING & DOCUMENTATION MANAGER
TL;DR: PROGRAM DEVELOPMENT, CONTENT CREATION, CUSTOMER MARKETING, IN-APP TOUR DESIGN, TECHNICAL WRITING, CUSTOMER EXPERIENCE ANALYTICS
January 2017 - January 2019
Planned, rebuilt, and redesigned entire product knowledge-base using KnowledgeOwl platform including custom HTML and CSS
Managed on-boarding and help content creation for entire application suite, including the creation of product related graphics using thoughtful user stories
In-app guide creation and ongoing maintenance utilizing WalkMe and Pendo including custom HTML and CSS
Assisted with customer marketing including copy writing, campaign creation, and list management
Was responsible for activities as part of a cross-functional Product Release team including: documentation updates, product release notes, product tours, Pendo architecture changes and customer email campaigns
Administered Pendo and assisted with product usage analytics, including Salesforce and Zapier integrations
Expert in WalkMe, KnowledgeOwl, Microsoft Office, GSuite, Dropbox, Trello, Slack, Pendo, MailChimp, and Zapier
Utilized Adobe Photoshop, Adobe Illustrator, Screenflow, JIRA, Confluence, GoToWebinar and Full Story
Acted as a member of the event planning committee to promote fun events and positive company culture including sole responsibility for a complete redesign of the office Mother’s room
ORACLE (NETSUITE), INSTRUCTIONAL DESIGNER
TL;DR: COURSE DESIGN, INTERNAL COMMUNICATION, HUMAN RESOURCES TRAINING
June 2016 - January 2017
Created instructor led and self-paced course content including design, copy writing, and voiceover
Built new manager training curriculum outline and corresponding courses from start to finish
Managed initiative to create global company Learning & Development email campaign including design layout, content curation, and copy writing
Maintained intranet Learning & Development webpage, including a complete navigational rebuild, graphic design, content management, and self service tools
Worked with Adobe Photoshop, Illustrator, and Captivate, Camtasia, Logic Pro, Microsoft Office, Cornerstone LMS, Brainshark, Bronto, Trello, Slack, and Mac OS
DUDE SOLUTIONS, Senior CLIENT ADVISOR
TL;DR: TECHNICAL EXPERTISE, SAAS IMPLEMENTATION, CONSULTING, DATA QA & ANALYTICS, INTERNAL PRODUCT TRAINING
November 2015 - June 2016
Product expert for any new Emerging Technology project, including DSI's SaaS Energy Solutions, Crisis Management tools (HTML and mobile application), and Capital Planning tool
Maintained all Client Advisor duties as listed below for dozens of assigned clients with ownership of Emerging Technology products
Acted as data and QA analyst for energy and utility data associated with ongoing automation projects within DSI's Energy scope of service
Conducted mentoring, product training development and internal/external document creation as necessary for Emerging Technology products
DUDE SOLUTIONS, CLIENT ADVISOR
TL;DR: SAAS IMPLEMENTATION, CONSULTING, INTERNAL PRODUCT TRAINING, TECHNICAL SUPPORT
December 2013 - November 2015
Was responsible for software implementation upon new product acquisitions including handoff from sales, product software training, client assessments, and final product roll out
Provided resources, guidance, and assistance with change management, industry knowledge, and software application throughout the first year of the client relationship with the product
Mentored existing Associate Client Advisors including individual coaching, product demonstrations and creation of online product training videos and documentation
Supported 10 different SaaS applications daily through quality customer service via phone, email, and chat for clients worldwide
Completed requested new hire, refresher, and in-depth trainings on SaaS solutions through webinar and onsite service
Handled intake of possible code errors from clients, tested, reviewed, and submitted errors to development team while maintaining ongoing communication with client until resolution was in place
APPLECARE, Technical Support Advisor Tier 1 CPU, iOS, Tier 2 CPU Rotational
TL;DR: TECHNICAL SUPPORT, CUSTOMER SERVICE, ESCALATION MANAGEMENT
October 2012 - November 2013
Took technical support calls from Apple customers regarding Macintosh computer hardware and software, iOS device hardware and software, as well as Apple ID Account Security issues
Maintained customer focus while delivering prompt, effective, and empathetic support during calls
Held strong individual statistics for call satisfaction and average handle time and made Top 10% (90 day average) in overall goals and statistics within the first quarter in role
Conducted a rotational as Tier 2 CPU, Senior Apple Advisor; handled upset customer issues, manager requests, technical escalations from Tier 1 CPU, and balanced ownership of multiple cases until a resolution was reached. This included customer follow up, continued troubleshooting, and if needed, contact with Senior Engineering
APPLE, LEAD TRAINER
TL;DR: PEOPLE MANAGEMENT, EMPLOYEE DEVELOPMENT, TALENT ASSESSMENT, TRAIN THE TRAINER, TECHNICAL SUPPORT, CUSTOMER SERVICE, DRIVING RESULTS
August 2010 - October 2012
Managed a team of 30 or more trainers and technicians providing support and development in order to ensure the success of the in-store training program and technical support services including coaching of teaching skills, customer interactions, software knowledge, and technical procedures
Led MacArthur Center training team from ninth (2009-2010) in the region customer satisfaction rating to a second place standing (2010-2011)
Served as visionary for team goals and lead the implementation and communication of all new initiatives, including storewide and company priorities for the technical service and training teams
Worked in conjunction with the lead technician to provide necessary support for the entire team, including hiring, developing future candidates, facilitating technical training and providing strategic planning, and improvement for the service team
Developed and coached individual employees on personal skill sets and career ambition utilizing Lominger’s Leadership Architect to ensure consistent and meaningful growth for my direct reports
Generated and maintained market and storewide reporting involving high level data analysis in order to ensure strategic goals and team motivation were in place
Completed scheduling, staffing, and other administrative tasks instrumental to achieving strong team results in customer acceptance, team utilization, and appointment availability
APPLE, SENIOR TRAINER
TL;DR: CUSTOMER TRAINING, ADULT LEARNING, TECHNICAL SUPPORT, CUSTOMER SERVICE, STAFFING ADMINISTRATION
October 2007 - July 2010
Was responsible for a high level of product knowledge for individual and group training as well as developing professional level solutions for a broad range of customers
Utilized an internal teaching methodology to foster an enriching learning environment that emphasized using adult learning principles, maximizing retention, and building loyal customer relationships
Troubleshot iPod, iPhone and iPad repairs at the Genius Bar maintaining a strong level of empathy and technical knowledge
Functioned as staff training coordinator and presented courses on Logic Pro, GarageBand, and internal initiatives
Managed all system staffing and availability (2009-2010)
STONE TABLE MEDIA, PRODUCTION ASSISTANT & PUBLICIST
TL;DR: MEDIA PROMOTION, AUDIO ENGINEERING, RESEARCH
August 2003 - September 2007
Involved in key administrative duties, nationwide radio promotions, and media development
Solely responsible for cataloging audio data, building databases, and researching for major radio broadcast
Helped with media promotion, public relations, interviews, and publication for broadcasts with major public radio stations across the nation
Assisted with audio editing and mixing of various radio broadcasts, sermons, sound demos, spoken word tracks, etc.
“Teddy Roosevelt once said, ‘Far and away the best prize that life has to offer is a chance to work hard at work worth doing.’ And I would add that what makes work worth doing is getting to do it with people that you love.”
“The only way to be truly satisfied is to do what you believe is great work, and the only way to do great work is to love what you do. If you haven’t found it yet, keep looking, and don’t settle. As with all matters of the heart, you’ll know when you find it.”
CERTIFICATIONS
Certified Scrum Product Owner (CSPO)
WalkMe Builder
KCS v6 Fundamentals
SKILLS
Organizational Storytelling
Project Management
Program Development
Product Ownership
Data Analytics
Presentation & Public Speaking
Internal Communication
Customer Marketing & Copy Writing
Talent Assessment
Employee Engagement
Learning & Development
Knowledge Management
Technical Writing
In-app Guide Design
Saas Implementation
Technical Support
Customer Service
Audio & Video Editing
HTML, CSS & jQuery
SOFTWARE Knowledge
Microsoft Windows & Mac OS
Office365, Sharepoint & Google Workspace
Slack & Teams
WalkMe & Pendo
JIRA & Confluence
Salesforce, Highspot
ServiceNow ITSM & HRSD
Zapier, Trello, Asana, Miro & Lucidchart
Adobe Photoshop, Lightroom & Illustrator
Logic Pro, Camtasia & Screenflow
Brainshark, Cornerstone & KnowledgeOwl
CORE COMPETENCIES
Quality
Creativity
Empathy
Learning on the Fly
Action Oriented
Interpersonal Skills
Developing Others
Business Acumen
Strategic Thinking
INTERESTS
MBTI & Enneagram
Mental Health Awareness
Diversity, Inclusion & Equity
Neurodivergence
Photography
Creative Writing
Travel & Outdoors