- Design and deliver comprehensive onboarding and continuous-learning curricula across phone, chat, email, and self-serve channels.
- Manage the full lifecycle of the Learning Management System (LMS) including platform selection, content architecture, and optimization.
- Partner with CX Strategy and Brand teams to translate campaign messaging and product launches into effective training modules.
- Develop service-to-sales training tracks focused on upselling, subscription conversion, and loyalty retention.
- Build escalation training frameworks for product safety, regulatory inquiries, and high-value customer retention.
- Monitor training effectiveness through KPIs including quality score lift, CSAT/NPS, sales conversion, and time-to-proficiency.
- Lead, coach, and develop a team of Training Supervisors, Content Coordinators, and Trainers.
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