Cameron Boyd

Experience

• 

  Best Buy

  Jul 2009 - Jan 2012

  As an ambassador of the premium Magnolia brand I was responsible for acquiring and communicating extensive home theater product and installation knowledge. Additionally I delivered performance reviews, wrote schedules and delivered documented disciplinary action. My main responsibility was leading a team to achieve sales metrics by providing relevant customer solutions. To do this I acquired advanced product knowledge on premium home theater and appliance brands and effective relationship management skills, then demonstrated these skills through my team. Other duties included delivering employee performance reviews writing schedules and documenting and providing disciplinary measures. Responsible for providing customers with home theater and appliance insights and recommending product and service solutions.

  • Magnolia Home Theater Supervisor

    May 2011 - Jan 2012

  • Home Essentials Supervisor

    May 2010 - May 2011

  • Customer Service Representative

    Jul 2009 - May 2010
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  East Fork Enterprises

  Jan 2012 - May 2015

  Internet Sales Manager

  My primary responsibilities were maintaining an online shopping cart and its corresponding website, planning Google ad campaigns, social media management, SEO initiatives, creating and distributing newsletters using Constant Contact, and eBay sales.

• 

  Apple

  May 2015 - Nov 2018

  Genius / Pro

  • Facilitated new hire staff onboarding training• Developed and facilitated business customer product training• Repaired customer relationships through exceptional empathy and approachability •Attended 4 week “Genius” training and earned Apple Certified Mac Technician certification •Utilized Apple’s Global Service Exchange platform to complete complex hardware repairs

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  Compass

  Nov 2018 - Jan 2024

  Optimized tech support with L&D initiatives by reducing onboarding time and revamping the customer journey using learning design principles, agile workflows, and SME collaboration.Reduced costs by $370k in 2022 and improved service quality via impactful learning experiences and accurate needs assessments.Improved support team’s customer request SLAs 67% (urgent) and 31% (non-urgent) requests.Facilitate both internal and business process outsourcing customer support initiatives and develop learning experiences utilizing ADDIE framework-audiences include 100-200 tier 1 IT support and product support associates.Measure training impact using Zendesk metrics and cost saving measurements such as reductions in time from staff onboarding to production environment. Improved support team's customer request SLA response times by 67% for urgent and 31% for non urgent requests. Consultant for other departments' learning design, including teaching leaders how to implement learning experiences leveraging educational psychology principles such as Bloom's Taxonomy for learning objectives, ROPES for an instructional design framework, Mayer's multimedia principles for appropriate multimedia usage, and Kirkpatrick's four levels of training evaluation to measure learning outcomes. Show less • Led "Compass Academy" team creating self-guided and facilitator-led tech courses for 200- 300 learners•Designed career development training for emerging SaaS skillset requirements (e.g. Zendesk Explore, Jamf)•Conducted regional staff upskilling training for new tech adoption (e.g., Dialpad, Zendesk, Slack Confluence)•Authored course scripts for WellSaid Labs text-to-speech software•Performed Tier 3 IT support for customer base of 30k primarily Mac and Google Workspace users, leveraging Zendesk, TeamViewer, BetterCloud, Google Admin•Attended Jamf 200 training and earned Jamf Tech certification• Led a team of 12 IT Specialists as the Knowledge Base Team Lead, responsible for maintaining and enhancing internal and customer-facing IT support guides, policies, and procedures. • In addition to these L&D leader roles, I resolved Tier 3 IT escalations. These issues included macOS, Windows, Google Workspace, Canon office printers, office networks, Google Meet conference room hardware, and Apple TVs. Show less

  • Learning Design Lead

    Mar 2023 - Jan 2024

  • Learning Design Facilitator

    Mar 2022 - Apr 2023

  • Senior IT L&D Specialist

    Nov 2018 - Mar 2022
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  Center for Vital Longevity

  Jan 2023 - now

  Research Assistant

  •Project lead for fMRI study investigating learning incentives for adults.•Code learning tasks for experiment using Python in PsychoPy application. •Write fMRI research design protocol.•Read latest cognitive neuroscience journals about adult learning.

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  Tinuiti

  Jan 2024 - now

  Learning Experience Designer