Hired as a Trainer and progressively expanded the role into learning systems, knowledge management, and front-end / technical enablement for multiple publishing clients.
Administer LearnUpon, KnowledgeOwl, and Talkdesk Copilot, including user management, course builds and SCORM packages, certification paths, and reporting.
Designed and deployed a modular CSS component library for KnowledgeOwl, improving the scannability and consistency of frontline operational guidance.
Led the integration of KnowledgeOwl content into Talkdesk Copilot, building tagging, intent, and metadata structures to improve AI-assisted search results.
Built SharePoint onboarding hubs, Power Automate workflows, and browser-based decision trees to improve coordination and self-service access.
Deliver blended onboarding, upskilling, and soft-skills programs — classroom ILT and virtual instructor-led training (vILT) — for agents and managers across operations in the United States, Ireland, and the Philippines.
Maintain learner satisfaction above 4.5+/5 across all programs and 90%+ first-time pass rates on new-hire certifications, evaluated at Kirkpatrick Levels 1–2 through standardized post-training surveys and certification assessments.
Support 8+ client programs and have led onboarding for three clients, including a six-week Philippines call-center (BPO) launch in October 2022.
Partnered with IT to move training and knowledge request intake from Airtable into Jira forms for knowledge-base updates, ILT requests, and e-learning work.
Created and transitioned company-wide recertification programs, including SOP development, documentation management, and change enablement.