Resume

Work Experience

Instructional Designer

Lead training team to ensure vendor oversight and content delivery
Built English and Spanish learning content from needs analysis through launch, for in-house and vendor customer service agents focusing on adult learning strategies.
Project management on new client rollouts, plus monthly compliance training and “Train the trainer” sessions to facilitators.
Experience with instructional design and AI tools such as Articulate (Rise 360/Storyline), Vyond, Adobe Creative Suite, etc
Partner with stakeholders and SMEs to organize focus groups and ensure accuracy of learning content. Develop and deliver surveys utilizing MS Forms.
Partner with Quality Assurance to recommend performance improvement strategies for CSRs.

Customer Success Consultant

Promoted to Consultant, focusing on "Key and Large" market customers with over $75,000 MRR.
Received second highest NPS net promoter scores across East region in 2022 Q1-Q2.
Built value-based B2B relationships by collaborating with engineering, sales, billing, product delivery, and other cross-functional teams to solve pain points across customer journey.

Customer Success Advocate II

Received highest NPS promoter health scores across USA market during 2021 Q3 - Q4.
Presented Quarterly Success Reviews to C-level stakeholders from "Regional Enterprise" customer market, analyzing yearly roadmaps and product solutions, resulting in over 90K of revenue retention plus new sales, increasing profit margins within first year.

Instructional Designer - Academic Success Department

Led redesign of bi-annual trainings in both synchronous and asynchronous learning environments. Applied learning methodologies, and design thinking. ADDIE model. Agile methodologies.
Created multi-media content including online courses, job aids, infographics, and videos, as well as knowledge check assessments by collaborating with subject matter experts.
Utilized and managed department’s learning management system, as well Articulate 360 Rise.
Content creator for social media platforms as Instagram and Facebook (Meta). Led event planning.

Client Support Manager

Central point of customer support throughout the customer lifecycle, increasing loyalty and enabling sales productivity, by ensuring a premier customer experience with CenturyLink.
Proactively engage customers by understanding their business models, initiatives and expectations.
Assisted sales account managers with contract renewal negotiation, as well as drive potential growth opportunities.

Promotions and Assessment Representative

Created, designed and scheduled social media content and flyers to promote fitness classes and instructors.
Informed UT community about special events and certification programs. Recruited new staff members each semester.

The University of Tampa

The University of Tampa