2002-Present
IBM Internet Security Systems
2002-2004: Support Associate
2004-2005: Support Supervisor
2005-Present: Worldwide Education and Development Specialist
- Working consultatively with all organizational levels including senior management to staff levels to uncover skill and behavioral gaps.
- Sourcing and developing programs and tools necessary to close those gaps. Developed relationships wth LTI, Wilson Learning, New Horizons, and Achieve Global
- Delivering training and syndicating new processes with a focus on automation and scalability
- Developing performance management templates for monitoring compliance/use of tools; developing and implementing change management strategies that ensure successful adoption of new skills or processes.
- Support and development of entry-level facilitators.
- Technical Support Intranet Development and content ownership.
- Select, develop, and evaluate 3 person call center team to ensure the efficient operation of the function.
- Develop and document new processes based on customer satisfaction, productivity, and departmental infrastructure.
- Implementation of personal and corporate agendas, trend analysis, support of corporate culture. |
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1999-2002
Mindspring/Earthlink Inc.
1999: Sales Consultant
2000: Sales Manager
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Management and professional development for groups of 12-15 people.
- Responsible for daily reporting of sales/call volume to 3 levels of management, finding trends within the data.
- Assisted in creation of training documents and implementation of policies to introduce products.
- Supported project management teams for product launches in the form of customer communication, and conventions (ie. MacWorld, InterOP).
- Provided change management support during Mindspring/Earthlink merger. |
1998-Present
Glamazon Design
Website and Graphic Design Consultant
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Website front doors, portals, and multipage sites including javascript and flash elements. Corporate and personal logos. |
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