RESUME

SUMMARY:

Strategic Product Enablement and Learning Executive with 20+ years of experience building and scaling digital adoption, customer education, and enterprise learning ecosystems across SaaS and multi-entity organizations. Proven leader in aligning product analytics, AI-driven insights, onboarding strategy, and instructional design to measurable business outcomes, including reduced time-to-value, improved retention, and scalable revenue growth. Recognized for transforming traditional training functions into data-driven adoption engines that integrate LMS strategy, in-app guidance, behavioral analytics, and cross-functional GTM alignment.

STRENGTHS:

Customer Education Strategy • Customer Enablement • Product Education • SaaS Onboarding • Digital Adoption Platforms (DAP) • Pendo • WalkMe • LMS Certification Administration • Learning Management Systems • Customer Journey Mapping • Time‑to‑Value (TTV) Optimization • Adoption Analytics • NPS Programs • Voice of Customer (VoC) • Knowledge Management • GTM Readiness • Product Launch Enablement • Cross‑Functional Leadership • Remote Team Leadership • Instructional Design • Content Lifecycle Management • Education KPIs & Metrics • Product Operations • Customer Experience (CX)

CERTIFICATIONS:

Pendo Essentials for Web • WalkMe Certified Digital Adoption Project Manager • WalkMe Certified Digital Adoption Solution Engineer

DEC 2008  - Current

FREELANCE CONSULTANT (Remote) · Self-Employed

Provided full-service instructional design, learning strategy, multimedia development, and performance support consulting for clients across finance, healthcare, retail, restaurants, entertainment, agriculture, leadership development, and technology. Led projects from discovery and needs analysis through design, development, deployment, evaluation, and optimization, creating customized learning solutions that supported employee enablement, customer education, compliance, operational performance, and software adoption.

  • Led end-to-end learning and enablement projects, including needs analysis, scope definition, solution architecture, instructional design, development, implementation, reporting, and post-launch optimization.
  • Designed and delivered multimodal learning solutions including SCORM/xAPI eLearning, virtual instructor-led training, instructor-led training, software simulations, video-based learning, job aids, facilitator guides, learner workbooks, assessments, and knowledge base content.
  • Partnered with client stakeholders, subject matter experts, and business leaders to analyze performance gaps and recommend learning solutions aligned to business goals.
  • Created custom instructional strategies for diverse audiences including frontline employees, managers, customer support teams, sales teams, software users, and operational leaders.
  • Developed scenario-based and workflow-driven training that improved knowledge retention, process consistency, software proficiency, and on-the-job performance.
  • Built software training and simulation-based learning experiences to support digital tool adoption, system rollouts, and process change initiatives.
  • Produced performance support assets such as quick reference guides, checklists, process maps, troubleshooting resources, and searchable knowledge content to reinforce learning at the point of need.
  • Managed client relationships, contracts, timelines, budgets, project plans, vendor coordination, reviews, revisions, and final delivery across multiple concurrent engagements.
  • Applied adult learning theory, visual design, user experience principles, and accessibility considerations to create engaging and practical learning experiences.
  • Supported content conversion and modernization initiatives, including transforming classroom training into blended, virtual, or self-paced digital learning experiences.
  • Designed assessments, evaluations, and feedback loops to measure learning effectiveness and identify opportunities for improvement.
  • Collaborated with creative, technical, and business teams to ensure training deliverables were accurate, polished, on brand, and aligned with client expectations.
  • Delivered consulting services to organizations including AMC Theatres, Famous Dave’s BBQ, Hyundai Capital Finance, Fifth Third Bank, Allergan Medical, QC Supply, Leaderology, Schnuck’s, and Unity 3D.

 

 JAN 2024 - APR 2026

PRODUCT ENABLEMENT MANAGER (Remote) · Teamfront, Inc. - Salt Lake City, UT

Directed enterprise digital adoption and product engagement strategy across six SaaS business units, transforming onboarding, behavioral analytics, and customer education into a measurable retention, growth, and time‑to‑value acceleration engine.

  • Led enterprise implementation and administration of Pendo across six organizations to measure engagement, feature adoption, conversion rates, and time‑to‑value (TTV).
  • Established repeatable deployment playbooks and standardized education instrumentation requirements across business units for product tier releases.
  • Evaluated onboarding programs for inefficiencies and rebuilt them into customer-centric, role-based adoption journeys aligned to business outcomes and value realization milestones.
  • Increased feature adoption velocity by ~35% through Pendo-guided onboarding journeys; churn decreased from 12% to 8% following onboarding transformation.
  • Reduced customer onboarding time by 66% (90 → 31 days), accelerating measurable time‑to‑first-value and strengthening early retention indicators.
  • Developed customer journey maps to identify adoption gaps, optimize lifecycle education strategy, and improve customer value realization.
  • Leveraged Pendo + Claude AI integration to build predictive behavioral models identifying engagement trends, friction points, and early churn signals.
  • Established a company‑wide Customer Health Score, integrated with HubSpot, enabling CSMs to proactively manage adoption risk and expansion opportunities.
  • Improved NPS by +11 points following alignment of education strategy with product release cycles.
  • Partnered with Product, Engineering, UI/UX, and Customer Experience leadership to embed education into the product development lifecycle.
  • Delivered clear go/no-go GTM guidelines aligned to strategic value delivery, adoption benchmarks, and measurable customer outcomes.

JUL 2022 - DEC 2023

SR. PRODUCT OPERATIONS MANAGER (Remote) · Autosoft, Inc. - West Middlesex, PA

Owned customer and product education operations across the SaaS lifecycle, integrating GTM readiness, onboarding, and customer enablement into product strategy.

  • Led a remote team of five responsible for documentation, eLearning, tutorials, knowledge articles, in-app training, and video materials.
  • Partnered with Product Management on roadmap priorities, sprint planning, and release readiness.
  • Directed UI/UX initiatives to align product enhancements with education and adoption goals.
  • Served as escalation lead for complex product and customer issues. Worked with key accounts on escalation needs.
  • Designed and executed GTM enablement plans integrating WalkMe analytics and digital adoption tracking.
  • Coordinated customer pilot/beta programs; translated feedback into product and education improvements.
  • Prepared Customer Support teams with structured training and escalation workflows to improve resolution quality and customer learning.
  • Reduced support tickets by 14% through embedded WalkMe guidance and contextual support.
  • Identified product improvement opportunities through usage data, customer feedback, and trend analysis.
  • Managed product updates, enhancements, and retirements aligned to roadmap strategy.

JUL 2019  - JUL 2022

DIGITAL TRAINING MANAGER (Remote) · Autosoft, Inc. - West Middlesex, PA

Built and led the company’s Digital Adoption and LMS strategy, scaling customer education across the SaaS customer lifecycle.

  • Managed LMS, Salesforce Knowledge Base, and Support Communities; led five remote direct reports.
  • Owned RFPs and vendor contract negotiations for LMS, DAP, and education technology platforms.
  • Served as primary liaison between business leadership and Learning & Development.
  • Implemented WalkMe and TeachMe to deliver contextual in‑app onboarding.
  • Designed blended onboarding programs combining LMS eLearning and in‑product learning experiences. Increased onboarding completion rates by 35%.
  • Conducted performance diagnostics to identify root causes of adoption gaps and implement corrective action plans.

FEB 2018  - JUL 2019

INSTRUCTIONAL DESIGNER (Remote) · Autosoft, Inc. - West Middlesex, PA

Designed and developed scalable customer-facing learning programs that translated complex SaaS workflows into clear, role-based training experiences. Partnered with product, support, implementation, and customer-facing teams to identify learner needs, document business processes, and create instructional content that improved onboarding consistency, product understanding, and customer self-sufficiency.

  • Designed customer-facing curriculum, eLearning modules, tutorials, job aids, and support content aligned to adult learning principles, SaaS workflows, and customer onboarding goals.
  • Conducted needs assessments with internal stakeholders and customer-facing teams to identify knowledge gaps, workflow friction, and opportunities to improve training effectiveness.
  • Created structured learning paths that supported new user onboarding, feature adoption, and ongoing customer education across key product areas.
  • Developed instructional materials including facilitator guides, learner guides, software simulations, quick reference guides, knowledge articles, and assessment content.
  • Managed LMS administration activities including course uploads, learner assignments, enrollment tracking, completion reporting, certification administration, and content updates.
  • Maintained LMS certification programs by organizing curriculum requirements, tracking learner progress, validating completions, and ensuring training records remained accurate and audit-ready.
  • Collaborated with subject matter experts to convert technical product knowledge into accessible, performance-based learning experiences.
  • Supported continuous improvement initiatives by reviewing learner feedback, completion data, support trends, and stakeholder input to update and optimize training content.
  • Standardized content templates, learning assets, and documentation practices to improve consistency across customer education materials.
  • Partnered with Support and Implementation teams to align training resources with common customer questions, onboarding challenges, and recurring product adoption needs.
  • Maintained content lifecycle processes to ensure courses, guides, and knowledge resources stayed current with product updates and workflow changes.
  • Contributed to the foundation of a scalable digital training ecosystem that later supported broader LMS, digital adoption, and customer education initiatives.

EDUCATION:

Bachelor's Degree in Fine Art, Illustration and Graphic Design Major - Kansas City Art Institute, Kansas City, Missouri

SOFTWARE:

Adobe Captivate • Adobe Illustrator • Adobe InDesign • Adobe Photoshop • Airtable • Arrows • Articulate 360 • Camtasia • DocuSign • Docebo • Draw.io • HubSpot • Lucid • Microsoft 365 • Pendo • PowerBI • Salesforce • Smartsheets • Talent LMS • WalkMe • TeachMe • UserPilot