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Dedicated Senior Training Manager with over 20 years of experience in designing, developing, and implementing comprehensive learning strategies. Proven ability to establish and grow training organizations, define course development processes using AI and project management tools, and build global blended learning programs. Successfully reduced onboarding training duration by 33% and saved significant FTE through LMS migration. Expertise in instructional design, technical curriculum development, and assessing training effectiveness to drive impactful learning initiatives.

Learning Strategy: Ability to leverage deep subject matter expertise in learning theory and instructional design to develop effective learning strategies that address the needs of the business and target audience. 


Relationship Building: Skilled at establishing and cultivating relationships with executives and cross-functional teams to drive innovation.

Operational Efficiency: Strong ability to create order out of chaos and establish process and procedures to increase operational efficiency.

Key Acheivements

• Redesigned two onboarding programs and standardized program delivery across multiple locations to improve program effectiveness and reduce program duration by three weeks.
• Built a training team from the ground up. Work included: Hiring talent, establishing a needs analysis and instructional design process, defining role expectations, managing performance, and implementing course production software and a new LMS.
• Saved over half a full-time employee’s time by leading a large project to migrate over a hundred courses and associated completion data from an open source LMS to Cornerstone.

Professional Experience

Sonos, Senior Training Manager, Customer Experience
2020 - Present

• Established and grew the Customer Experience (CX) training organization by recruiting and developing staff, and implementing standardized course development methodologies and tools.
• Defined the course development lifecycle through the integration of instructional design standards, generative AI, storyboard templates, project management software, and comprehensive documentation.
• Cultivated strong relationships with partners and internal stakeholders to effectively identify, intake, and address evolving training requirements. Formulated and executed a strategic training roadmap and overarching strategy.
• Spearheaded the design and development of a global blended learning onboarding program for new customer service agents at partner sites, optimizing the program duration from six to four weeks by emphasizing the practical application of essential knowledge and skills.
• Designed learning experiences, including certification programs and new product training, through close collaboration with engineers and subject matter experts (SMEs).
• Assessed the efficacy of training programs through detailed survey analysis and audits conducted by the Quality Assurance (QA) team.
• Instituted a standardized framework for the development of technical certifications, incorporating assessment and auditing protocols to measure business impact./li>
• Defined requirements for a new Learning Management System (LMS) to support company-wide training delivery and tracking needs, subsequently leading the vendor selection process.
 

Biogen, Training Manager, R & D Learning
2019 - 2020

• Orchestrated a large-scale project to integrate an acquired company into the R&D training framework, encompassing the creation of role-based curriculums and the migration of training records.
• Oversaw training development vendors, ensuring the delivery of high-quality, effective training solutions and adherence to project timelines.
• Facilitated training requests for R&D audits and inspections by generating reports from the SuccessFactors LMS.

Akamai, Training Manager
2015–2019
Akamai, Lead Senior Documentation and Training Specialist
2014–2015
Akamai, Senior Documentation and Training Specialist
2013–2014

• Managed the Global Performance Operations training team, overseeing the design and development of comprehensive learning programs.
• Ascertained training needs and prioritized projects through consistent engagement with departmental stakeholders.
• Transformed complex technical content into learner-centric, blended learning curriculums that facilitated efficient troubleshooting workflows and standardized ticketing and operational procedures.
• Conducted instructor-led training sessions for senior engineers, promoting the adoption of new systems, processes, and tools.
• Devised and facilitated interactive learning games designed to enhance technical problem-solving skills and foster cross-location collaboration.
• Led a significant project to migrate over one hundred courses and associated completion data from an open-source LMS to Cornerstone, achieving an efficiency saving equivalent to over half a full-time employee.
• Championed a project to streamline and standardize a blended learning onboarding program across multiple Network Operations Command Center (NOCC) locations, resulting in a three-week reduction in training duration. Instituted a standardized course production process, including the selection of appropriate software and templates, to structure and optimize workflow efficiency.
• Quantified program effectiveness by analyzing survey and assessment results.

Self-employed, Freelance Instructional Designer
2012–2013

• Develop blended learning programs and self-paced online courses for clients including CDM Smith and Raytheon.
• Provide instructional design services as well course production and multi-media design using Lectora, Photoshop, Flash, and Captivate.

America’s Test Kitchen, Senior Instructional Designer
2011–2012

• Pioneered instructional design for a cutting-edge online cooking school that has enrolled thousands of students.
• Developed curriculum in close partnership with the Editorial Director, synthesizing and editing content from print sources, writing curriculum, drafting assessment questions, and designing the interactive learning experience.
• Authored website copy and managed the production of over one hundred courses, coordinating with external departments for on-time asset delivery and supervising copywriter assistants.
• Contributed to the foundational design of a custom course authoring system and LMS by collaborating closely with developers to define features and resolve technical challenges.

CDMSmith, Senior Training Specialist
2008–2010

• Collaborated with engineers to architect and develop online training modules.

Iron Mountain, eLearning Instructional Designer
2007–2008

• Designed and developed online courses to deliver software application training.

Six Red Marbles, Contract Educational Product Developer
2007–2007

• Wrote functional specifications for the development of software that allows teachers to manage science labs and other classroom activities.

athenahealth, Instructional Designer
2006–2007

• Designed and created online courses to deliver job-specific and healthcare industry training. Identified learning objectives, created storyboards and outlines, wrote content, and developed courses.
• Acted as technical lead: Researched and implemented course publishing software and wrote specifications and procedure documentation for the development of online courses.
• Performed needs assessment and gap analysis around current LMS, served as interim LMS administrator, and hired and supervised external contractors to resolve technical issues.

Newbury College and The New England Institute of Art, Adjunct Instructor in Web Design
Fall semesters 2003, 2004, & 2005

• Developed a course syllabus, lesson plans, online lessons, homework, and in-class exercises to support student learning. Taught basic website production skills: XHTML and CSS coding, image creation, and the application of fundamental design principles and web standards.

Various Companies, Web Developer and Web Designer
2000–2004

• Held multiple positions in the field of web design and development.

Technical Skills

Articulate Storyline, Lectora, Captivate, Photoshop, Illustrator, Final Cut Pro X, Sony Sound Forge, Audacity, Visio, HTML 5/CSS, Bootstrap, Microsoft Office Suite, and MS Project. Experience with Salesforce, SumTotal and Moodle LMSs, SQL, and SCORM standards.

Education

Harvard University, Graduate School of Education
Master of Education in Technology in Education

Coursework in learning technologies, learning theory, and curriculum development.

Brandeis University
Bachelor of Arts, Major in English; Graduated cum laude.