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Work Background
Your Authentic Self LLCCareer Coach, Owner
Apr. 2024Austin, Texas, United States · Remote
Planet FitnessFront Desk Representative
Jan. 2024 - Apr. 2024Cedar Park, Texas, United States · On-siteGuide prospect members through a high-level tour of the facility and providing information about club membership options.
Support Black Card members withBlack Card Spa amenities.
Conduct frequent club checks and ensuring machines are clean, weights are properly put away and the club represents Plant Fitness values.
Activision BlizzardCurriculum Manager
Aug. 2022RemoteDesign, implement, and scale a blended training program focused on providing candidates with the opportunity to build game development and business capabilities.
AppleTraining Program Manager (Rotation)
Oct. 2021 - Aug. 2022Austin, Texas, United States- Analyze, design, and implement professional development programs in the Shared Services space.
- Collaborate with multiple teams across Shared Services to assess professional development interest and determine needs for targeted skill-development programs.
- Effectively allocate people resources across a number of projects to meet schedules and goals
- Work with leaders and groups across Shared Services to build relationships with key stakeholders, make recommendations, devise a strategy, and directly contribute to the development of all programs, in addition to evaluating and reporting on the effectiveness, success, and return-on-investment of programs.
AppleLead Instructional Designer
Oct. 2019 - Aug. 2022Austin, Texas Area- Implements learning theories, instructional design models, and curriculum strategy for the global AppleCare Support Advisor onboarding program. Our program trains 50K Advisors supporting Apple products and services for 100M customers in 40 languages. - Autonomously leads projects in curriculum design, creation, and implementation of core customer support training topics. Ensures deliverables are met and outcomes meet business needs.
Participates in learner feedback activities with learners, Instructors, line-of-business, analytics, and quality for current and future training. Defines and improves processes through design thinking, concept iteration, and feedback. - Partner with regional content leads to address and meet the needs of a global audience.
Partner with subject matter experts to ensure content meets the needs of accessible learners.
Manages content production end-to-end, and engages and manages external agencies to support scalability. - Communicates ongoing projects and project updates to senior business leaders. Mentors and coaches rotational content developers in basic instructional design skills, including ADDIE and Bloom's taxonomy.
AppleAppleCare Instructional Designer
Apr. 2015 - Oct. 2019Austin, Texas Area- Manage and maintain two major AppleCare Support lines of business.
- Lead content development for Apps Developer support programs, enabling more Advisors to provide efficient and high-quality support to App Developers. - Conduct needs analysis to determine LOE and design plan for new curricula for AppleCare support - groups.
- Designed innovative online interactions for iTunes Provider Support Books curriculum. - Lead developer for iTunes Provider Support Music and App Management and Distribution curricula updates.
- Exceeded iTunes Provider Support Music and App Management and Distribution deadline goal by one week.
- Mentor new content developer rotations from ACPR Advisor group.
- Maintain a strong relationship with key business stakeholders in ACPR and iTunes Store.
- Lead developer for online content distributed to global support groups in EMEIA and APAC.
AppleAppleCare Worldwide Instructor
Mar. 2013 - Apr. 2015Austin, Texas Area- Facilitated on-boarding and transitional classes for a variety of LOBs. - Built and maintained rapport with business stakeholders including business managers, area managers, and team managers.
- Partnered with leadership to develop an Instructor workbook that compiled individual classroom evaluations to help develop SMART goals.
- Designed and developed a new Instructor Qualification course that integrated Here to Help concepts. - Partnered with instructional designers and content developers in implementing feedback to improve iOS, watchOS, macOS training, and app-developer support training.
AppleAppleCare Professional Applications Support
Oct. 2012 - Mar. 2013Austin, Texas Area- Supported customers with technical and how-to questions for the following: Final Cut Pro, Aperture, Motion, Compressor, and Logic Pro. - Formed the Professional Applications mentor team which allowed for more positive peer-to-peer feedback and enabled success amongst the ProApps teams.
- Consistently delivered high results for customer satisfaction, Average handle time, and issue resolution.
LoneStar ProductionsInternship
Jun. 2012 - Aug. 2012San Antonio, Texas- Organize video clips into packages that allowed Sr. Editors to easily splice in clips for show segments - Organize intake requests from clients - Edit misc. projects from clients which included a trigger point yoga series that went straight to DVD
- Coordinated with Sr. Editor on areas of work to consolidate tasks, making the editor workflow more efficient
AppleCreative
Aug. 2007 - Oct. 2012San Antonio, Texas Area- Facilitated one on one training or group consumer workshops. - Partnered with the Business team as a Joint Venture (JV) training consultant curating custom JV workshops for small businesses.
- Family Room lead mentor for two years, coaching Creatives and Family Room Specialist on facilitation skills.
AppleSpecialist
Aug. 2007 - Jul. 2008San Antonio, TXAs a Specialist, you help create the energy and excitement around Apple products, providing the right solutions and getting products into customers’ hands. You understand that the Apple Store is dedicated to delivering a customer experience that’s unlike any other. It starts with you discovering customers’ needs. And with the support of your store team members, you match those needs with the right products. Every day is an opportunity for you to turn another Apple Store visitor into a loyal Apple customer.
GameStopGame Advisor
Jul. 2006 - Aug. 2007San Antonio, Texas Area- Cataloged used games upon intake - Supported customers with trade-ins, sales, and inquiries about upcoming releases for gaming consoles
- Coordinated midnight launch releases for various titles including Halo 3 and The Nintendo Wii
- Supported operations team with new store openings
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