Work Experience
Paradigm
eLearning Specialist
March 2023 - Present
I am responsible for supporting the eLearning Reach Platform. Reach enables organizations to deliver effective, sustainable, and impactful Diversity training. As the eLearning Specialist, I help provide the highest quality deliverables and support our growing number of enterprise LMS customers.
ChurnZero
Customer Education Specialist
June 2022 - Jan 2023
As the Customer Education Specialist I worked closely with customers and our internal teams to develop learning programs and supportive resources for the ChurnZero platform and Customer Success best practices. It was my job to be able to grasp complex web-based software and systems integrations and break down these concepts for non-technical learners.
DelmiaWorks
Training Content Developer
April 2019-June 2022
As the Training Content Developer, I am responsible for creating, maintaining, and continuously improving the training, reference, and performance support materials for the training curriculum, which allows our customers to continue successfully implement DELMIAWorks in day-to-day operations.
DelmiaWorks
Software Support Specialist
January 2017- April 2019
I worked closely with customers and internal DELMIAWorks teams to troubleshoot, replicate and resolve customer issues related to the DELMIAWorks Software. I delivered the highest support level by promptly providing appropriate solutions while serving as the liaison between the customers and internal DELMIAWorks teams.
MINDBODY
Learning and Development Coord.
July 2015- Dec 2016
I supported training operations for all MINDBODY learning programs by providing excellent service to internal business partners, developed new hire learning strategy, and maintained quarterly training schedules. All while managing training records and general administrative support for the Learning & Development team.
MINDBODY
eLearning Content Designer
May 2013 - July 2015
I was responsible for facilitating content in the MINDBODY Support Center to help customers find business management-related tips, answer questions, and share advice. These materials allowed customers to become self-taught and maintain their mental agility with the software to solve technical problems independently. According to the former Vice President of Customer service, Annie Woo, this database was (and still is) available to customers 24/7 and, in a 2-year time, saved the company approximately $23,000 in support costs.
MINDBODY
Customer Onboarding Specialist
April 2011 - May 2013
I coached customers throughout the initial implementation of their MINDBODY software to reach their goals and realize value. I was the liaison between the customer and other MINDBODY teams. After the sales process, I was an empathetic first point of contact and always made value-added recommendations with the customer's best interests in mind.
MINDBODY
Customer Technical Support Specialist
March 2010- April 2011
I worked in a high-volume contact center environment and was responsible for answering calls and emails to resolve customer inquiries appropriately. I undertook customer inquiries by gathering information through active listening questioning to identify the nature of the problem and troubleshoot foundational technical product-related issues.
MINDBODY
Admin Support Specialist
Sept. 2009- March 2010
As the Admin Support Specialist, I was the front-line/front-desk representative who performed, organized, and planned communication and administrative office duties in support of MINDBODY. I cultivated maintaining resources and was one of the points of contact for the property manager on site.
Education
Bachelors in Arts- Sociology
California State University- Chico
Sept. 2021 - May 2023
Associates in Arts- Liberal Studies
Hancock Community College
September 2005Â - May 2008