Customer Experience and Training Leader 

Insurance & Investment Services
Wealth Management had been a completely foreign industry to me and proved to be an exciting learning opportunity both professionally and personally. I worked with financial advisors and had to become fluent in their language, systems, and needs. What started out as technical training grew into leadership, and after 2 years, I was promoted to the position of Director of Advisor Experience. My responsibilities grew from creating eLearnings and delivering training to being the voice of our customer - financial advisors.

Some of my accountabilities included:

• Channeling the voice of the business and its financial advisors in the development of a roadmap for efficient client account opening and reporting

• Prioritizing user-requests and vendor-enhancements with an understanding of interrelated complexities

• Coordinating with technical partners to identify and resolve data architecture and data integrity issues

• Strategizing with partners to ensure supporting materials, marketing, and training plans aligned with the enhancement roadmap

• Collaborating with the VP of Marketing on the vendor selection for a large-scale customer segmentation, journey mapping, and experience prioritization project

Healthcare IT & Electronic Medical Records
When a trauma patient arrives in the ER and requires a cardiac cath as a result of heart attack, cardiologists and nurses don't want to be thinking about software. Preparing these users and supporting their system use under pressure are skills I honed while assisting radiology and cardiology departments across the country. My introduction to the healthcare industry came as a result of working at the headquarters of Epic Systems, the leading electronic medical record provider. 

After training system analysts and hospital administrators on application build, I transitioned to assisting individual healthcare organizations as an instructional designer and classroom trainer so that I could take a more active role helping care providers. My responsibilites included workflow analysis, training material and environment creation, learner assessments, classroom training, and go-live support.

I often joined a project after an abrupt resource departure and have developed a method for documenting and tracking progress during the critical time prior to go-live. My contribution to and organization of these projects was frequently noted, and I’m proud of my ability to present confidently even when organizational uncertainty may be building behind the scenes.

Through consulting assignments, I've worked with the following healthcare organizations:

• Sutter Health - Sacremento, CA

• Maricopa Integrated Health System - Phoenix, AZ

• Resurection HealthCare (now Presence Health) - Chicago, IL

• Univeristy of Maryland Medical System - Baltimore, MD

• Partners HealthCare - Boston, MA

• Hartford HealthCare - Hartford, CT

• Northwestern Medicine/Kishwaukee Hospital - DeKalb, IL

• Yale/New Haven Health - New Haven, NY