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Work experience

Training Specialist


Trained SAP R/3 courses in SD, MM, PP, and WF modules at an average of four per month

  • Performed needs analysis to determine training and communication requirements for a variety of end-user audiences and implementation projects
  • Developed nine courses during three SAP R/3 implementations and several smaller initiatives, including exercises, job aids, presentation slides, and accelerated learning activities. Interviewed subject matter experts and technical experts to provide content and accuracy in training documentation
  • Enhanced training implementation by adding creativity and fun to the technical classroom
  • Developed content and design standards for training team and aided in moving training documentation online

Outcome Highlights

  • 90% or higher employee satisfaction with training
  • $350K annual savings in training production and increased productivity via online documentation

Leader, Peer Influence Marketing


Reporting to the VP of Marketing, create the strategy and organization to support the implementation of social and peer-to-peer marketing for Intuit’s Accounting Professionals Division:

  • Leveraged customer-driven innovation to establish a new team focused on engaging customers, driving loyalty and increasing promoters through value-added content, education, and strategic partnerships with key influencers and influential organizations
  • Drove incremental revenue through peer-influence programs that increase word of mouth, drive awareness, grow loyalty & retention, and improve net promoter ratings of flagship offerings
  • Created infrastructure for content acquisition through strategic partnerships, optimizing effectiveness and efficiencies through operational rigor
  • Built promoter and influencer programs to increase loyalty and recommendations

Outcome Highlights:

  • Increased distribution of content 50% through leveraging influencer channels
  • Decreased content time-to-market by 30%
  • Increased breadth and depth of content by streamlining content creation and integrating training, marketing, PR, and support

Leader, Intuit Academy


Reporting to the VP of HR in support of the VPs of Marketing, Sales, Service and Support, provided end-to-end leadership for education within Intuit's Accounting Professionals Division, including key influencer and partner organization relations, events, tradeshows, customer certification and education, 1st year customer onboarding and retention and employee training:

  • Created and implemented company-wide strategy for driving confident use and recommendations of Intuit's offerings through content and education, including guide content offerings that include videos, podcasts, virtual conferences, webinars, seminars, tradeshows, meetups, articles, blog/community posts, and self-paced training
  • Collaborated with product development and marketing teams to integrate and continually evolve compelling content, complemented by performance metrics and customer feedback
  • Implemented 1st year experience for top tier customers, including welcome and orientation, data conversion, training and 1st year support, scaling process for lower end customers

Outcome Highlights

  • 800% more customers trained, driving 40% increase in purchases and 30% of web traffic
  • 1st year customer retention up from 67% to 96%
  • Increased front line agent knowledge 30% and net promoter for customer care experiences while decreasing training time and costs 50%
  • 90% adoption of sales training with $1M revenue increase attributed to improvements

Leader, Customer Training, Relations & Social Media


Reporting to the VP of Marketing in Accounting Professionals Division, led team responsible for Accountant customer education, Accounting association relations, and event, tradeshow, social, and influencer functions, including strategy and planning, customer and competitive analysis, resource allocation, initiative design and prioritization, program and project management, staffing, operating mechanisms, and elements of our customer training business.

  • Defined the overall strategy, editorial voice, visual identity, production, and marketing of customer education
  • Created division's social media strategy, driving incremental revenue through increased word of mouth, awareness, loyalty, retention, and net promoter ratings
  • Created scalable, on-budget, on-deadline and press-worthy digital experiences, integrating web, blogs, expert content, subject matter experts, video and more to drive customer engagement

Outcome Highlights

  • 10X customers trained with 50% of resources
  • 500% increase in web traffic through social distribution of training
  • 30% increase in customer satisfaction with training and 12 pt higher product net promoter
  • Increased team employee engagement scores by 30 points in first year

Senior Manager, Instructional Design and Delivery, Accountant Training Network


Reporting to Accountant Training Network Group Manager, lead learning and development function for customer training and certification

  • Redesigned customer education development processes to follow ADDIE model, including more thorough needs assessment, group-wide standardization, improved evaluation processes, and more efficient registration experiences for customers, including online registration and onsite CPE processing
  • Built a certified trainer network of Intuit customers, which delivered training programs to over 50,000 customers, and external writer network of product experts, who created over 25 separate courses
  • Lead team of 12 employees, including establishing processes, providing coaching, and transitioning subject matter expert team to effective course developers, trainers and event managers
  • Provided consulting and project management services for multiple company-wide customer learning initiatives, from project planning and outsourcing course development needs to serving as the instructional design and adult education expert for building large-scale educational and certification programs.
  • Managed all eLearning projects, including vendor management and coordinating cross-company selection of Learning Management System for all Intuit customer training

Outcome Highlights

  • 10pt increase in learner satisfaction and 60% decrease in project costs
  • Delivered certification program 10 months earlier than prior years
  • Decreased customer service calls from 68K to 8K annually through improved processes
  • Scaled resources 9X by growing external network of trainers

Systems Training and eLearning Manager

Aon (Cambridge Integrated Services)

Reporting to the Chief Learning Officer, developed and implemented systems training initiatives throughout company for four separate system implementations.

  • Deployed eLearning initiatives, including synchronous and asynchronous learning, LMS implementation, and WBT development
  • Worked with Executives, HR Director, Chief Learning Officer and Business Unit leaders to develop Functional/Technical competency models, gap assessment, development programs, and learning paths to enhance organizational capabilities, for all employees, from adjusters to executives, with emphasis on high potential employees.
  • Trained and managed national on-the-job training team of 22 instructors.
  • Provided strategy and analysis for internal training, communications, change management, user support and system roll-out strategies.
  • Transitioned prior classroom training models to blended learning approaches, using WebEx, training teams, self-paced online courses, and traditional delivery.

Outcome Highlights

  • Saved $550K and 100 hours per employee through eLearning implementation
  • Received a copper (first place) Axiem award for outstanding electronic learning.

Change Management Consultant


Managed implementation training team for global platform roll-out of several systems, including SAP R/3, from feasibility study to training delivery and assessment

  • Led organizational readiness and change management activities, including stakeholder analysis and management, role definitions, and process documentation and alignment activities
  • Developed and implemented project team training and end user training plans and drove decisions and deadlines for course development and training delivery
  • Organized training projects from inception to completion, including conducting needs analysis, developing training methodology, supervising course developers, managing subject matter experts across functions, and conducting global knowledge sharing activities

Outcome Highlights

  • Decreased time to productivity by 40%
  • Decreased content creation time by 60%
  • 90% end user satisfaction with training

College English Instructor

University of North Texas

Taught Sophomore and Freshman-level college courses in technical writing, business writing, college writing, English literature, and English as a second language.

  • Designed own courses, from creating syllabi to developing lectures on course requirements and student needs
  • Created and led team of teaching fellows in norming and writing evaluation. Evaluated textbooks based on student needs and requirements
  • Instructed students in the elements of audience analysis, user-oriented design, and effective writing style for college and business
  • Taught correspondence, proposal, brochure, user manual, feasibility study, and report writing. Evaluated technical documents, essays and research papers for assigning grades.




University of North Texas

Master of Arts

California State University, Fresno

Bacehlor or Arts

California State University, Fresno

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