Resume

Business Requirements Gathering

Process Analysis

Communication

Adaptability and Flexibility

Needs Assessments

Camtasia

Articulate Storyline

Adult Learning

Project Scope / Deadline

Computer Based Training

Staff Development

Corporate Training

Collaboration

Program Development

LexisNexis / Customer Success Manager

JANUARY 2018 - PRESENT,  MIAMISBURG, OH

• Authoring training modules for LexisNexis products using Vimeo, Camtasia, Articulate 360, and other authoring tools / procedures as required for both external and internal audiences.

• Collaborate with Subject Matter Experts during the needs analysis phase to develop engaging training solutions tailored to client requirements.

• Analyze user comments on course material effectiveness and suggest areas for improvement, resulting in a 5% increase in customer satisfaction and confidence in product usage.

• Customer Success Manager curriculum and needs assessment for LexisNexis customers and Bowling Green State University students and used data to create product and tool e-learning videos, tip sheets, and training classes.

• Consult and train customers on business information solution using consulting and training sessions require knowledge of LN products and content as well as customer business goals and workflows.

• Actively investigate to gather information during the consulting process to uncover future potential opportunities.

• Communicate significant account information to related sales team partner.

• Meet or exceed assigned goals by driving revenue through increased use and adoption of LexisNexis products.

• Maintain relationships with account decision makers and influencers. These relationships should lead to better customer use of LexisNexis products and services and better account positioning for retention and expansion.

• Utilize all required processes, tools and systems including Salesforce and Outreach

LexisNexis / Onboarding Specialist

OCTOBER 2016 - JANUARY 2018,  MIAMISBURG, OH

• Showed a desire to provide excellent customer service by going above and beyond; doing whatever it takes to make sure every client contact with LexisNexis is a good one

• Managed and coordinate activities for onboarding new customers and act as the main point of contact for all customer-related problems and opportunities during the onboarding process.

• Diagnosed and resolved problems using the department's tools, resources, business judgment, and expertise. This gives customers more faith in LexisNexis as a service provider.

• Initiate the escalation process for unresolved customer difficulties

• Serves as an effective role model by continuously improving performance, strengthening business skills and supporting departmental/company goals

• Promote excellence through high individual productivity, accuracy, and thoroughness- look for ways to improve and promote quality

• Balance team and individual duties successfully when working in a team context

• Contribute to the development of a positive team cohesion; seek out and take advantage of opportunities to aid the team on a comprehensive approach.

LexisNexis / Dedicated Training Knowledge Management Specialist

DECEMBER 2012 -OCTOBER  2016,  MIAMISBURG, OH

• Cultivate trust and recognition amongst customers and industry leaders for ability to perform new product analysis and determine support processes and resources for release to customers

• Applauded by management for exceptional project direction, which led to selection of special assignment in Global Customer Support Project in Manila, Philippians for five weeks to develop training for transition of customer support to global resources

• Provided coaching and quality reviews for over 300 employees, turning underproducing individuals into high-performing team members (internal and external)

• Coordinate internal sales, marketing, and product development teams to create win-win solutions for customers and continue to deliver high quality support and issue resolution for customers

• Develop training for new and existing product releases (CounselLink, Lexis, Nexis Diligence, etc.) to simplify the initial user process

• Attend demos and quality testing meeting to ensure product functioned as designed.

Bowling Green State University / Bachelor of Science

DECEMBER  2021, BOWLING GREEN, OH

Management & Technology with Concentration in Training & Development

GPA 3.326

Bowling Green State University / Master of Education

 AUGUST  2023, BOWLING GREEN, OH

Instructional Design and Technology

GPA 3.777