Experience

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  Fedex office

  Dec 1990 - Jan 1999

  Corporate trainer

  • Designed and implemented Kinko's first web-based training.• Increased sales for 6 San Francisco Bay area stores by 14% & decreased employee turnover by 15% through identifying, developing, delivering hardware, software & soft-skills training.• Developed a curriculum and course workbook for regional management training courses.

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  Ex'pression college

  Jan 1999 - May 1999

  Lab instuctor

  • Designed, produced and taught a variety of lectures, student guides and course workbook.• Aided in the curriculum development of the college's freshman orientation class.• Setup and trained on computer hardware.• Delivered Microsoft Office and Adobe PageMaker and Photoshop computer lab instruction.

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  Aig

  May 1999 - Sept 2000

  Training specialist

  • Recruited to lead the research on various online learning products and vendors.• Developed training curriculum to support MS Office and AIG's proprietary software.• Delivered employee training via classroom throughout the US & Canada.• Designed and developed training collateral including lectures, student guides, tutorials, visual aids, and training manuals.

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  Inleague, inc.

  Sept 2000 - Oct 2001

  Training and development specialist

  • Identified application, hardware and soft-skills training opportunities.• Created and delivered hardware, software and soft-skills training & supporting materials for both one-on-one and large-scale employee training through classroom and distance training.• Presented demonstrations for senior staff and board members and potential partners and VCs while coordinating and facilitating application review sessions.• Created and implemented the training pricing structure resulting in $15k in revenue within 5 months. Show less

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  Accuchex payroll & insurance services

  Apr 2002 - Feb 2004

  Corporate trainer and district sales manager

  • Increased customer renewals by 50% through establishing the training department.• Designed, developed, and delivered software and soft-skills training curriculum and materials for one-on-one and large-scale client and employee classroom and distance training.• Continuously received 100% satisfaction ratings from trained clients and co-workers.• Maintained a 95% close rate for 6 months through Sales engineering for prospects and channel partners.

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  Ibm global business process services

  Feb 2004 - May 2005

  Training and development specialist

  • Created, developed and maintained technical training collateral including course curriculums, presentation slides, trainer notes, visual aids and user guides for client's proprietary application.• Delivered, monitored and identified training sessions and needs throughout Northern California for large scale employee training through classroom and distance training.• Facilitated application review sessions for end users, senior staff and engineering teams.• Recruited by the client to interface with their subject matter experts, engineering and quality assurance teams to acquire and disseminate application changes to IBM’s training team. Show less

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  Perquest

  May 2005 - Feb 2006

  Manager of client care and training specialist

  • Supported 125 payroll customers while performing many back-office operations.• Increased partner & customer renewals by 25% through working with VP Operations to create and co-present training materials to our partner's customer support team.• Helped streamline operational costs by 15% through creating, analyzing & maintaining metrics for Customer Care's contact which were used for budgeting and funding forecasts.

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  Aurea (acquired lyris, acquired clicktracks)

  Mar 2006 - Feb 2020

  Onboarding & training specialist and technical support manager

  • Decreased new customer support cases by 85% through acquiring, reforming, and managing the Lyris onboarding team, while onboarding customers & employees in North America.• Increased renewals by 60% through both customer onboarding & training and delivering, facilitating & co-facilitating large scale & one-on-one remote & on-site training for customers & employees while providing strategic Email & Website analysis & consultation.• Increased sales by 75% through Sales engineering & Sales Training.• Increased employee retention by 40% through developing and maintaining training collateral including instructor & student guides, manuals, tutorials, and visual aids.• Increased two business units’ average Net Promoter Score from 75 to 95 through managing, mentoring, cross training, & merging their two Technical Support teams from 8/2017-10/2019.• Promoted by our general manager to lead two business unit’s products improvements efforts through working with senior management, engineering, marketing, and sales from 12/2017-10/2019.• Increased worldwide sales opportunities by 100% and close rated by 75% though establishing European pre and post sales training & sales engineering operations. Show less

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  Santa cruz county bank

  Jun 2020 - Nov 2023

  Bank training specialist

  • Responsible for developing & delivering Employee Orientation to educate new hires on company culture, customer service expectations, MS Windows & Office configuration, and other commonly used applications.• Provide creative and effective instruction to the Bank’s personnel on a diverse range of subject matter including Check Cashing, Effective Communication, and Manager Soft skills.• Deliver in-person & remote training for a variety of Bank products and processes to help individual contributors and managers develop crucial job skills• Create & deliver training and collateral for third party solutions, such as DocuSign, Mitel, MS Teams, and Paylocity.• Amend and revise existing programs as necessary, in order to adapt to changes occurring in both the work and industry environment including New Hire Orientation, and procedures for NACHA, New Accounts, and Wire Transfers.• Develop, deliver, and facilitate monthly in-branch training on bank-related topics such as opening & closing procedures, customer service, check negotiation, and banking applications. • Develop and maintain daily use collateral including processes and procedures, Bank Secrecy Act Training decks, and Treasury Management Welcome Letters & training decks. Show less