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Career Highlights​

Knowledge Services Professional

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  • Led the Knowledge Management team responsible for managing, expanding, and delivering knowledge assets including online documentation, eLearning, and instructor-led training materials.

  • Established and exceeded team KPIs/OKRs aligned with corporate and business unit objectives.

  • Built role-based education and certification program resulting in improved product knowledge performance scores across the Services organization  (baseline knowledge scores of 6.5 raised to 8.5 on average)

  • Created and executed Essential Skills training program for over 100 Services employees reaching a 99% on-time and passing rate compliance.

  • Established eLearning program design standards for self-service internal and client-facing training.

  • Directed and implemented organization-wide video production best practices and standards and managed video production team which produced over 50 customer-facing eLearning tutorials.

  • Designed, built, and managed customer training and certification programs including instructor-led workshops, video presentations, and active eLearning programs.

  • Mastered skills in video production and interactive eLearning integrating Articulate Storyline and Camtasia productions with the Corporate LMS.

  • Built and implemented effective pre & post assessment methodologies for varied knowledge transfer methods.

  • Designed and conducted training program effectiveness analysis.

  • 2015 American Productivity and Quality Center (APQC) Process Conference Speaker: Capture and Transfer Knowledge Process

Product & Marketing Management

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  • Directly managed team of senior level product managers in clinical interoperability and identity management services

  • Over 15 years of experience managing healthcare products for payer and provider markets

  • Directed domestic and international technical teams in a matrix organization responsible for building, testing, and deploying health care solutions.

  • Facilitated organizational learning, change management and championed Agile process adoption and improvements

  • Coordinated across Agile teams for progress, impediment resolution, and portfolio management oversight

  • Mentored fellow product managers in process, skills, and innovation, and career development

  • Developed and obtained approval from senior management for product business plans, proposals, and opportunity assessments.

  • Prioritized product enhancements and issues using team-building skills to negotiate resolutions and resource allocations with Development.

  • Performed strategic analysis and fiscal year planning based upon customer needs analysis.

  • Ensured appropriate level of documentation and information flow for requirements gathering, development, operational readiness, release notifications, and sales support.

  • Developed and maintained good relations with over 250 customers to achieve the goal of repeat business and continued maintenance revenue.

  • Created marketing materials; magazine advertisements, website product pages, product brochures, product announcements, FAQ documents, product positioning guides, and product information sheets.

  • Prepared and delivered product training for customers, internal employees and senior management.

  • Managed product beta site contracting, testing, launch, and release planning.

  • Conducted win/loss studies to improve sales, services, and product quality.

Career Milestones

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