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Resume

Technical Skills

Knowledge Management Tools
SharePoint | ServiceNow | Salesforce

Project Management Tools 
Jira | Miro | Click-Up | Aha!

Content Creation Tools
Canva | Articulate Storyline | Basic HTML and CSS

Data Analysis Tools
Excel | Tableau | PowerBI

Content Management Systems
Brightspace | Blackboard

Customer Relationship Management Tools
Salesforce | Microsoft

Competencies

Analysis
Communication
Content Creation
Critical Thinking
Cross-Functional Collaboration
Data-Informed Decision Making
Detail-Oriented
Documentation
Empathy
Knowledge Management 
Prioritization
Problem Solving
Process Improvement
Research
Strategic Thinking
Teamwork
Tenacity
Time Management
User-Friendly Writing

Education and Certifications

Certfied Knowledge Manager (CKM)

Knowledge Management Institute (KMI)

2024

Master of Science (M.S.) in 
Higher Education Administration

SNHU

Bachelor of Science (B.S.) in 
Environmental Studies

Colby-Sawyer College

Work Experience

Knowledge Management Consultant

03/2024 - Present

STRATactical, LLC

Instructional Facilitator

10/2022 - 09/2023

Southern New Hampshire University (SNHU)

  • Offers strategic guidance to clients regarding fostering positive employee behaviors conducive to effective communication, seamless collaboration, and active participation in organizational initiatives.

  • Analyzed customer interactions and feedback to identify patterns and address knowledge gaps for 60+ individual customers within 1-week deadlines over 6 months, achieving a 95% satisfaction rate.

  • Created clear, consistent, and user-friendly multimedia documentation that resulted in positive feedback.

Content Analyst

05/2022 - 09/2023

SNHU

  • Leveraged cross-functional collaboration with subject matter experts to gather feedback and consensus on 100+ projects, resulting in a 50% increase in available opportunities in 1 year.

  • Built out an internal project and file management system using Jira, ensuring information was up-to-date, relevant, and easily accessible in a highly organized and efficient system.

  • Crafted a comprehensive business proposal that transformed leadership vision into an actionable project plan, facilitating cross-functional collaboration and streamlining project from initiation to completion.

Knowledge Specialist and Career Growth Officer

12/2021 - 05/2023

SNHU

  • Identified areas for improvement in onboarding, updated outdated content, and created the first set of templated documentation to ensure consistency in brand voice, tone, quality, style, and structure.

  • Aligned the flow of knowledge into, within, and out of SharePoint knowledge storage system ensuring easy access and championing a culture of continuous improvement, resulting in a well-organized repository.                                           

  • Leveraged exceptional communication, flexibility, and collaboration skills to lead and manage transformative projects that supported customer development to successful completion.

Customer Relationship Specialist

08/2017 - 05/2022

SNHU

  • Analyzed data, leveraged Salesforce, and applied knowledge of business processes to establish metrics for effective outreach strategies, resulting in improvements to customer experience and business outcomes.

  • Established a framework to measure the value delivery of my efforts, leading to exceptional prioritization, problem management, and data-informed deployment strategies of need-based customer support.

  • Leveraged innate curiosity and exceptional communication skills to cultivate trusted relationships, tackle complex challenges, and adeptly manage over 250 diverse customers simultaneously.

Technical Writer and Quality Technician

01/2014 - 08/2017

ATC Group Services

  • Collaborated with Project Managers to execute testing in compliance with regulatory standards.

  • Efficiently and accurately entered and performed quality assurance/quality control (QA/QC) of analytical data in Microsoft Excel, ensuring data accuracy and compliance with regulatory standards.

  • Submitted final and error free reports with a high-level of accuracy, culminating in the timely submission of top-tier reports compliant with stringent client and state regulations.

Professional Development

DEI Community of Practice

09/2020 - 09/2023

SNHU

Collaborated with stakeholders to foster a workplace community emphasizing learning, vulnerability, and belonging to improve knowledge capture, sharing and application.

Instructional Design Principles for Course Creation

02/2022

Eduflow Academy

Applied the ADDIE model, Articulate Storyline, and Eduflow LMS to translate instructional design concepts and adult learning theories into effective interventions, while providing constructive coaching to peers and implementing received feedback.

Become an Instructional Designer

09/2021

Developed expertise in instructional design, needs analysis, adult learning theories, agile project management, Subject Matter Expert collaboration, brainstorming, prototyping, and content creation.

LinkedIn Learning Pathway

First Generation Learner Resource Group Advisor

12/2020 – 06/2021

Analyzed data and feedback from SNHU’s first Learner Resource Group of First-Generation learners to tailor content and job aids to their unique needs.

SNHU

Emerging Leaders

07/2020

Strengthened professional confidence as a leader and change manager in this highly selective and intensive leadership development program.

SNHU

Project Management

06/2022

Completed coursework on project management, ensuring adherence to Agile methodologies.

Sophia Learning

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