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Work Background
NutanixGlobal Early Career Systems Engineering Academy Lead
Mar. 2024Durham, North Carolina, United States · HybridSpearheading the recruitment, onboarding and training of early career pre-sales talent, focusing on evolving the program to support diverse roles and advance career progression.
Amazon Web Services (AWS)Global Knowledge Management Lead - Professional Services
Sep. 2022 - Mar. 2024- Provide strategic support to a team of over 7,000 employees by implementing comprehensive KM strategies to streamline information flow, enhance collaboration, and optimize knowledge sharing within the organization.
- Design and manage a robust knowledge repository, organizing information for easy access and retrieval, resulting in a 30% increase in efficiency in locating critical resources.
- Spearhead the creation of standardized documentation and best practices, resulting in improved consistency and quality of work.
- Collaborate with cross-functional teams to identify knowledge gaps and implement training initiatives that lead to a 20% increase in employee engagement with internal resources.
- Leverage advanced technology tools to enhance knowledge capture, storage, and dissemination processes, resulting in a 25% reduction in time spent searching for information.
- Establish key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives, presenting regular progress reports to senior leadership.
- Manage customer reference materials and testimonials, ensuring accurate and up-to-date information is readily accessible to support sales and marketing efforts.
- Utilize expertise in Wikipedia editing to enhance the organization's internal online knowledge presence, ensuring accurate and reliable information
Red HatSenior Program Manager - Sales and Partner Enablement (Training and Certification)
Aug. 2021 - Sep. 2022- Owned all aspects of both new hire onboarding and continuous learning for the sales force, including but not limited to training content creation, scheduling, coordination, creation and deployment
- Executed standard sales and partner workshops with learning services sales personnel to include but not limited to Business Development Managers (BDM), Training Sales Specialists (TSS), Training Partner Managers and Training Resellers.
- Increased direct and partner sales capability and competence through the creation and measurement of enablement plans in collaboration with product management, marketing and sales leadership
- Owned delivery of all product and solution centric enablement; ensuring sales teams are fully equipped to sell new and existing solutions
- Established communication strategy and channels with regular analysis and reporting of performance and measurement
- Identified gaps within direct and partner sales ecosystem and the coordination of integration where required
- Managed content adoption metrics and defines sales enablement best practices along with KPIs to measure the enablement program’s success
Red HatProgram Manager - Global Learning Services (Sales Enablement)
Mar. 2020 - Aug. 2021Raleigh-Durham-Chapel Hill Area- Developed an ongoing sales training and awareness program encompassing live training sessions, product information updates, facilitation of bi-weekly calls, job aids, and other awareness activities for the internal Global Learning Services team
- Maintained the company-facing GLS portal to provide key messaging, content, and resources for all sales associates within Red Hat; this includes content creation, updating, aggregation, and curation
- Supported the creation and implementation of ongoing sales feedback mechanisms, including sales representative councils and participation of sales representatives in key projects, surveys, etc.
- Participated in key sales meetings and quarterly business reviews (QBRs) and calls
- Handled and respond to inbound inquiries and requests from sales personnel as needed
Charter CommunicationsTraining Delivery Manager
Mar. 2019 - Mar. 2020Morrisville, North Carolina- Managed the consistent delivery of training and performance improvements
- Collaborated across the organization to develop, deliver, and evaluate sales training programs for
customer-facing personnel
- Enabled sales representatives to learn all areas needed to succeed at Spectrum, including cable
industry knowledge, product knowledge, technology tools, business communication skills, sales
processes and methodology, such as 30-60-90 sales curriculum and new hire on-boarding
- Assessed sales training needs by observing individual performance/behaviors and collaborating with
appropriate cross-functional area(s)
- Improved our program with up-to-date best practices in sales training and enablement, such as
certification and contests
- Considered and identified new strategies, tactics and vendors to raise the level of the team’s thinking
and performance
Charter CommunicationsPractical Training Supervisor
Sep. 2017 - Mar. 2019Morrisville, NC- Reviewed training performance reports by collecting, analyzing and summarizing data and trends
- Managed newly trained Inbound Sales classes of approximately 15-24 agents (monthly)
- Analyzed class performance against defined metrics and drive continuous improvement
- Managed a team of 20-25 sales mentors in the Inbound Sales Mentor Program
- Exceeded sales performance goals, team productivity adherence percentages, work order integrity error rates and minimum required monitoring scores.
- Created and facilitated level 1 surveys to accurately assess new hire and mentor training
-Monitored agents using recorded call monitoring systems and side-by-side live monitoring to ensure agents are maintaining quality calls that provide a good customer experience, sales approach and problem resolution proficiency.
- Coached agents by providing feedback from monitoring and data analysis using transformational coaching skills.
- Held daily team meetings to encourage team participation and foster productive learning environments.
Charter CommunicationsTrainer II
May. 2016 - Sep. 2017Morrisville, NC- Consulted with stakeholders to manage L&D projects, partnering with business partners as needed and designing/developing learning solutions that meet and/or accelerate business objectives
- Organized and prepared for the delivery of virtual and classroom training, including LMS set-up and learning lab preparation
- Functioned as an expert in a variety of learning methodologies that help drive execution with business partners through impactful and effective solutions.
- Planned and developed training materials that meet specific needs for new hire or recursive training classes, receiving high scores on trainer assessments
- Conducted virtual and classroom training to internal and external partners to enhance sales opportunities, reduce turnover and increase agent productivity
- Facilitated train-the-trainer activities for small-scale business initiatives
- Responded to business process and tool changes to ensure effective delivery of content
- Reviewed course evaluations and implement improvements or make suggestions for improvements
based on results
- Reviewed existing content, identify supplemental content and prepare lesson plan/ training solutions to
meet business needs
- Partnered with learning design to act as SME to review content and make recommendations on the
design of learning solutions
- Provided informal mentorship and consultative guidance to Associate Facilitators
Time Warner CableTrainer II - Residential Sales, Learning & Delivery
Oct. 2015 - May. 2016Morrisville, NC- Provided sales training for new employees in the sales organization
- Delivered product launch, up-skill and refresher training to existing employees
- Prepared lesson plans relevant to training materials
- Coached to performance, attendance and behavior challenges in the classroom
- Recommended changes to existing training programs by providing feedback to Sales Learning Delivery
- Maintained records of training attendance and progress reports for trainees and monitor training results
Time Warner CableOutbound Sales Agent
Jul. 2014 - Oct. 2015Morrisville, NC- Presented and promoted communications and entertainment services to new and existing customers via outbound calls while providing excellent customer service
- Educated customers and/or potential customers about the benefits and value of Time Warner Cable Services
- Contacted subscribers based on marketing campaigns to upsell ancillary and additional services
- Served as Outbound Sales Peer Mentor to assist new hire training classes
Synerfac Technical StaffingAccount Representative
Apr. 2014 - Jul. 2014Raleigh-Durham, North Carolina Area- Performed prospecting activities like cold-calling, networking and sales meetings to introduce and present features and benefits of our flexible staffing program to potential clients
- Submitted proposals to clients including terms for generation of new business
- Communicated effectively to technical recruiters on details of positions and clients requirements
- Developed, managed and maintained current records of clients, prospects and sales activities
Synerfac Technical StaffingSourcing Specialist
Jan. 2014 - Mar. 2014Raleigh-Durham, North Carolina Area- Contact job seekers using phone and e-mail. - Presented job opportunities and complete candidate qualification form while speaking with a job seeker. - Provided completed candidate qualification form and current resume to manager or senior recruiter for review. - Transferred resume search strings to each of the available resume databases. - Documented all activity in SmartSearch (resume database). - Requested and updated resume in SmartSearch if necessary. - Identified and shared “Sales Leads” with Branch Manager and/or sales staff.
EBA FinancialCentral Operations Manager
Aug. 2012 - Dec. 2013Raleigh-Durham, North Carolina Area• Spearheaded the center’s lead generation, sales and support team which sold alternative payment solutions (ACH/ e-check) to new and existing clients
• Managed business to business sales and business development representatives who sold through cold calling and in person meetings with C-level executives • Provided sales leadership to new account executives, training on marketing ACH service to e-commerce merchants, contract and pricing negotiation and report management • Demonstrated products or services and advised the clients on how using the products can reduce cost and/or increase revenue
• Created and conducted effective WebEx proposal presentations and responses that identify prospects’ business needs, the effects of those needs and the company’s solution to those needs
• Maintained accurate records of all sales and prospecting activities including sales calls, presentations, closed sales and follow-up activities
• Prepared and managed training manuals and support materials
• Established and maintained performance standards throughout the training process
• Conducted one-one-one and group coaching sessions to assist with ongoing training and development
• Assisted with the implementation and monitoring of the performance management system
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