Susan Kapff

Experience

• 

  Central Bank

  Jun 1998 - Jan 2001

  Teller/Personal Banker
• 

  Pearson

  Apr 2001 - Aug 2019

  • Supported Pearson's North America Services business unit by providing training, learning and professional development efforts. (9 teams, and over 500 team members)• Created, developed, and launched an Onboarding Framework for Pearson's North America Services. Over 15 new hires successfully completed the program• Designed, directed, and recorded six web based videos called the Spotlight Series highlighting the various teams in Pearson's North America Services and the work that they do• Devised, wrote, and recruited additional writers for a blog series for helpful tips and tricks of common issues in the work place. This series also encouraged employees to share tips and tricks as well. • Volunteered as a member of the Diversity and Inclusion ERG for Generation Pearson Show less • Onboarded, trained, and mentored over 40 new Customer Success Representatives.• Provided training to current Customer Success Representatives to ensure they stayed current to changes within Pearson's digital Products• Designed and implemented the curriculum to make the departmental change from Faculty and Field Services to Customer Success•Redesigned the training manual to reflect departmental changes• Wrote 10 customer facing guides and recorded 12 customer facing videos to assist faculty and students in using Pearson's digital suite of products. Show less

  • Organization Enablement Specialist

    Mar 2018 - Aug 2019

  • Information Specialist (Faculty Field Services and Customer Success)

    Jan 2011 - Mar 2018

  • Health Professions Sales Specialist

    Nov 2009 - Dec 2010

  • Sales Associate

    Oct 2006 - Nov 2009

  • Faculty and Field Services

    Apr 2001 - Sept 2006