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Work Background
AlyciamSr. Instructional Designer & Corporate Trainer
Oct. 2022Remote• Managed projects from conception to delivery
• Led workshops for new product features
• Developed curriculums based on metrics and KPIs
• Organized and led meetings with SMEs (Subject Matter Experts)
• Managed LMS system (SCORM, Tincan, & Moodle)
• Created support pages for technical assistance and reporting via Confluence
• Collaborated across departments with Jira
• Supported Client Success Managers (CSM) in ensuring program success
• Collaborated on process improvements in coordination with multiple departments
• Proficient in Adobe Captivate, Articulate's Storyline & Rise, HTML5, and Adobe CC
LearnshipTrainer Manager and Onsite Coordinator
Jun. 2021 - Oct. 2022Chicago, IL • Operations Manager for SaaS Education Technology • Supported 260 trainers of more than 14 languages
• Created support pages for technical assistance and reporting via Confluence
• Collaborated across departments with Jira
• Provided IT support to trainers across the globe
• Supported Client Success Managers (CSM) in ensuring program success
• Led recruitment campaigns for rare language requests
• Managed candidate onboarding, training, and contract management
• Managed and built relationships with onsite trainers & partner schools across EMEA
• Managed invoicing for entire in-person (Onsite) EMEA trainer pools and partner schools
• Collaborated on process improvements in coordination with multiple departments
• Proficient in Parley Pro
• Proficient in Salesforce (Lightning in-use, 200+ users)
• Proficient in MS Power Platform
• Proficient in MS Office
• Proficient in Adobe Captivate and Articulate's Storyline
LearnshipBusiness English Coach
Aug. 2019 - Oct. 2022Chicago, IL • Native English Teacher for new professionals and professionals at the executive-career level
• Created a custom lesson plan for each student within an assigned curriculum • Coached students across the globe in etiquette for various professional settings • Presented solutions to learners to overcome personal roadblocks to improving their English fluency
• Provided instruction in public speaking, participation in meetings, and professional writing
• Instructed non-native English students on how to better communicate with their line manager
• Responsible for assisting students to gain multiple promotions and career advancements
• Assisted students holding senior management positions in how to provide unsatisfactory news
EF English FirstNative English Teacher
Sep. 2018 - Aug. 2019Tangerang City• Native English Teacher for ages 3 y/o up to professionals at the executive-career level
• Provided advisement for legal contracts
• Created lesson plans with a focus on flexibility and interaction
• Provided material support to students whom desired more advanced material
ConduentBenefits Administrator Senior Associate (Lockheed Martin)
Feb. 2017 - Jul. 2018Cary, NC• Health and Wellness administration for a corporate population greater than 130k
• Collaboration across multiple internal departments and external carriers
• Coordination of benefits and active servicing for active, retired, and surviving spousal populations
• Maintaining guidelines across corporate policy and federal/state regulations
Alyciam.comSenior Account Manager
Mar. 2014 - Oct. 2016Raleigh-Durham, North Carolina Area• Created 360° panoramic photographs for local businesses with point to point transitions
• Mastered specialized equipment for precise specifications of quality control
• Developed a work flow using multiple software packages and batch processes
• Published final results using Google+ and Streetview applications
• Provided established development to other participants to ensure program success
• Coordinated with cross-functional teams to ensure project deadlines and quality control
Sutherland Global ServicesSenior Consultant
Nov. 2011 - Apr. 2013Alexandria, Egypt• Provided outstanding billing support for AT&T UVERSE customers • Developed training documentation and courses for production associates • Owned all customer concerns until completion regardless of complexity or time to delivery • Coached staff in US markets, language skills, empathy, and deescalation • Exceeded all metrics with multiple awards being received
AT&TAssistant Manager
May. 2010 - Oct. 2011Raleigh-Durham, North Carolina Area• Provided sales and technical support for AT&T in a customer-facing role
• Established rapport with customers to significantly increased repeat business
• Created a work-flow to seamlessly transfer customer data to their new device
• Helped drive the success of our location prompting the opening of a corporate-owned store
• Provided technical consultancy to Executive-level customers within Research Triangle Park (RTP)
Independent Insurance Agents & Brokers Insurance Financial Advisor
Sep. 2005 - Feb. 2010Raleigh-Durham, North Carolina Area• Explained detailed benefits for association members through their employer
• Maintained agency book of business for new policies for current subscribers
• Provided referrals for fellow team members assigned to the client’s local area • Appointments by BCBS, Humana, AMS, & PacifiCare
Marble Slab Creamery CanadaGeneral Manager
May. 2004 - Mar. 2005Wake Forest, North Carolina• Hired and trained staff members in daily operations with a focus on team building • Maintained daily operations for in-house produced inventory and quality control • Submitted orders for corporate ingredients and secured fresh ingredients locally • Provided bi-monthly payroll, accounting forms, and royalty forms to corporate office • Created a bi-monthly employee schedule focusing on business need and staff commitments • Actively surveyed customers for satisfaction and personal preferences
Six Continents Hotels and ResortsReservations Agent
Feb. 2003 - Mar. 2004Cary, North Carolina• Maintained quality sales for inbound callers for worldwide reservations
• Exceeded expectations for both customers and management in sales and quality
• Coached fellow agents in improving sales and quality metrics
• Received multiple awards and corporate customer praise forwarded to management
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