Anna Dixon

Experience

• 

  Toot Hill Academy

  Aug 2014 - Sept 2015

  Computer Science Teacher
• 

  Union Square Software

  Dec 2015 - Oct 2017

  Customer Care Analyst
• 

  Deltek

  Dec 2015 - now

  In this role, I consistently ensured that training materials were aligned with both Deltek Software product releases and customer requirements, utilizing strong stakeholder and project management skills to meet organizational objectives. I also maintained crucial tools like the Project Tracker and Project Roadmaps and managed product certifications to ensure the highest quality of training. By providing monthly product updates and representing Deltek University in product release meetings, I played a vital role in maintaining the organization's commitment to excellence in training and development.Key Role Requirements:Stakeholder and Project Management: Act as a proficient stakeholder and project manager, ensuring seamless coordination between teams, while overseeing project timelines and objectives.Project Tracker Management: Maintain and update the Project Tracker, guaranteeing the timely delivery of training materials and establishing a valuable data repository for future planning and forecasting.Project Roadmap Enhancement: Regularly update Project Roadmaps based on Product Strategy, aligning training initiatives with the organization's strategic goals.Product Certification Oversight: Manage the creation and maintenance of Product Certifications, ensuring they reflect the latest product capabilities and industry standards.Training Asset Inventory: Develop and maintain an inventory of training assets, ensuring that training materials meet the specific needs of the organization.Monthly Product Updates: Provide comprehensive product updates on a monthly basis, keeping internal teams and stakeholders informed about the latest software developments.Product Release Representation: Attend product release meetings and serve as the representative of Deltek University, ensuring that training needs are incorporated into product planning and rollout strategies. Show less Key Responsibilities:Live Course Development: Spearheaded the development and delivery of Live Courses, leveraging expertise in the subject matter.Courseware Accuracy: Ensured the accuracy and appropriateness of courseware as the Subject Matter Expert, delivering top-quality training content.Adult Learning-Centric Design: Designed all training content with a focus on adult learning principles, enhancing the effectiveness of the training materials.Quality Assurance: Provided rigorous quality assurance on all courseware created, guaranteeing the highest standards of training content.Learning Modality Innovation: Developed and improved learning modalities to meet evolving learning needs and industry standards.Stakeholder Engagement: Established strong communication and built robust relationships with remote teams and stakeholders, fostering collaboration and feedback.Stakeholder Meetings: Conducted regular meetings with key stakeholders to ensure the consistent delivery of excellent quality course materials, aligning training with organizational goals.Learning Path Enhancement: Maintained and redesigned Learning Paths to optimize outcomes for clients, ensuring a relevant and effective learning journey.Continuous Learning: Stayed current and relevant with the latest Learning Management Systems (LMS), training methodologies, and learning standards and trends through diligent research and practical application.Feedback Analysis: Reviewed and analyzed feedback to enhance the quality of the learner's experience by consistently improving the quality of courseware. Show less Providing first-line support for Bespoke SoftwareKey Responsibilities:Resolve Customer Issues: Proficiently troubleshoot and resolve customer problems from inception to resolution, ensuring clients are kept informed throughout the entire support process.Effective Escalation: Expertly escalate unresolved issues to the appropriate internal teams while maintaining consistent and transparent communication with clients.Knowledgebase Articles: Develop and curate comprehensive Knowledgebase Articles, serving as a valuable resource for both internal staff and external clients, streamlining issue resolution and enhancing self-service capabilities.Feedback Management: Proactively collect, escalate, and swiftly act on client feedback, driving improvements in service and satisfaction. Show less

  • Sr Manager, Curriculum & Delivery

    Jan 2025 - now

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    Sept 2023 - Jan 2025

  • Team Lead, Sr Customer Care

    May 2021 - Sept 2023

  • Sr Curriculum Manager

    Mar 2021 - May 2021

  • Curriculum Manager

    Mar 2019 - Mar 2021

  • Associate Instructor

    Oct 2017 - Mar 2019

  • Associate Customer Care Analyst

    Dec 2015 - Oct 2017