Learning & Development Specialist
Here’s a little information about me…
I have a diverse background in Special Event Coordination, Customer Experience Learning & Development, Performance Coaching, Instructional Design, and Quality Program Development.
In short, I love building culture for Customer Experience teams through education and fun employee engagement experiences.
“Gamification” is my middle name and I’ve found success within a global organization creating fun, educational, experiences that are rooted in the “micro-learning” age of TikTok and Social Media.
Learning outcomes should be clear, training should be fun, and employee engagement should lead to a self-sustaining education program.
I’m seeking boutique businesses who want to create a learning and development foundation for their team. To me, extended education, as well as performance management and coaching, should all be an integral part of training and keeping high quality employees.
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Quality Specialist & Performance Coach
As the originating North American role for Eventbrite's first global Customer Experience Quality Program, I acted as both a Quality Specialist, Performance Coach, and key program developer.
Focused on coaching, feedback, consistent quality reviews, and target performance coaching, the CX Quality program foundation was built to support and encourage a global community of Customer Facing agents to provide caring, personal, white-glove service to event creators.
As an Eventbrite "Briteling" I contributed various Learning & Development programs and projects to the CX team including the creation of...
- "BriteBadges" a Learning & Development badge program created for internal extended education and re-teaching opportunities. Scaled across global company from 2018-2020
- The global experience quality scorecard. Used across all Customer Facing teams at Eventbrite.
- Company-wide scoring and tracking system for Quality reviews via Google Suite
- Quality program onboarding and training for new agents, new associate managers, and new quality team members.
Happy to share additional L&D projects at Eventbrite if requested.
Learning & Development Virtual Assistant
After being laid off due to the COVID-19 pandemic, I saw a growing need for local small businesses to create innovative training and change management strategies to help their teams handle the shifting restrictions caused by COVID-19.
I help develop strategies and training materials for boutique companies so business owners can quickly communicate and train their teams for workplace re-entry and changing performance and compliance expectations.
In addition to COVID-19 project management, I help build on-boarding and new hire training, as well as compliance and coaching program foundations, for small organizations and private universities.
Outside of learning and development work, I team up with creative businesses like Lucky Bird Media and Conscious Mother Coaching to offer virtual administrative support services like the creation of daily client workflows, social content planning, internal account process creation, even Squarespace Web Design and CX response template creation.