• Was responsible for all team member development programs within GoDaddy’s Academy of Global Customer Care. This included the design, development, and delivery of the curricula for technical, sales, and soft-skills programs

• Managed continuing education training for specific product lines along with departmental on-boarding

• Defined core metrics for assessing training and ensuring the metrics data is available to drive key business decisions around the training investment. Ensured key stakeholders have clear visibility into the nature and impact of the Academy investment across Global Customer Care

• Drove consistency in the team member and customer experience by ensuring the Academy program reflects emerging best practices, cutting-edge tools and techniques

• Agile execution of training projects across multiple product teams, with a strategic push towards Agile Transformation

• Developed and provide leadership for the Academy team of Global Customer Care; including all assets, processes, frameworks, roadmaps, and deliverables

• Certified eLearning design specialist using Articulate Storyline

• Lead a team of 12 Trainers worldwide (US, India, Ireland), facilitating the New Hire Training program, department on-boarding, sales training and leadership training using adult learning theory

• Work with care center management to form goals into training and development strategies and solutions

• Use design flow to complete needs assessment and gap analysis to prioritize development needs for the care center

• Establish and evaluate training effectiveness providing continuous improvement recommendations to leadership

• Creation of employee continuing education training and development skills

• Oversee employee performance management and succession planning initiatives, including DDI Talent Management leadership training

• Foster continuous process improvement within Go Daddy to ensure curriculum training initiatives remain effective and relevant to the needs of the organization

• Facilitated six-week New Hire Program

• Aligned individuals and teams to the core values and mission of the company

• Taught fundamental skills to New Hire Agents to be successful in becoming internet sales consultants

• Developed, observed and improved performance of new hire teams

• Provided on-the-spot training, coaching and developmental feedback to each employee in the class

• Recognized, encouraged and rewarded behaviors and actions that lead to positive outcomes for the
team and customers

• Empowered team members to educate and assist customers become successful in their online presence

• Helped to develop skills for Agents to generate revenue and maintain a high level of productivity

• Created a productive, high-energy, and achievement oriented team environment

• Understood and utilized application of Adult Learning Theories

• Performed team member observations and provide positive structured feedback

• Oversaw action and performance plans for individuals on my team

• Accomplished experience in selling and servicing technology products or services to small businesses and consumers

• Consulted, recommended and enabled the right online products and service strategies to help customers with their business or personal needs

• Experienced in social media and to search engine optimization to help small businesses grow their online presence

• Utilized strong interpersonal skills to include proven rapport building and sales techniques

• Delivered stellar customer service while troubleshooting a technical support call