Experience

Learning Coordinator – Asterid Group Inc.                        Toronto: Sept 2024 ~ Feb 2025

· Coordinate and host 3-6 Zoom webinars weekly providing continuing education to tax and HR professionals.

· Own customer service operations onboarding new subscribers and responding to 10-20 requests per day by email, phone and web chat automating chat functionality and increasing retention by 10% in 6 months.

· Use Strapi CRM to manage learner database containing ~10k students overseeing enrollment, account management and issuing of certifications.

· Collect and analyze student data reporting on trends to meet the needs of students and boost satisfaction scores by 15%.

· Collaborate with product team to create 20+ articles responding to knowledge gaps and reducing ticket rate by 20%.

· Consult SMEs to prepare materials and assessments for policy and compliance courses adhering to certification requirements and maintaining an equitable learning environment.  

Learning Designer – Freelance     Toronto/Pickering/Sudbury:  May 2012 ~ Sept 2024

· Deliver in person instruction to 100+ diverse students creating customized lessons to respond to their unique needs and advance students 20% faster than standard methods alone.

· Manage schedule, cancellations, enrollment, finances, communications, evaluation and professional development as a private contractor to grow client base and increase revenue by 10% per year.

· Dedicate myself to client success through empathy, active listening, perspective taking and creative problem solving to reduce churn by 10%.

· Work collaboratively with studio managers, admin staff and fellow teachers to provide seamless customer experience between purchasing, booking, scheduling and attending lessons.

· Coordinate master classes and recitals liaising with instructors and students to ensure seamless event execution, facilitate learning and promote products and services.

· Provide frontline technical support for hundreds of private and academic clients per week via phone, email, web chat and in person nurturing strong relationships to maintain a 92% satisfaction rate.

· Handle high volume of customer requests by simultaneously referencing product information, operating Lightspeed POS and interacting with customers to improve service efficiency by 10%.

Instructional Designer - AI Music Lessons                 Toronto: Dec 2020 ~ Nov 2021

· Maintain AWS based learning management system developing nomenclature, conventions and procedures to streamline content production and meet weekly, monthly and quarterly deadlines.

· Collaborate with subject matter experts to construct curriculum and lesson plans increasing session duration by 10%.

· Achieve a 70% user success rate by applying learning theories such as active learning, cognitive load theory and gamification to craft effective, learner centered experiences.

Educational Sales Specialist - St. John’s Music                Toronto:  Jun 2018 ~ Mar 2020

· Own order process from end to end including quoting, order processing, logistics and invoicing, developing best practices to improve efficiency and increase customer retention by 12%.

· Meet $100k monthly sales targets by tracking orders, generating and analyzing reports and identifying sales opportunities.

· Maintain accurate records of communications, finances and sales to manage accounts for hundreds of schools and school boards across southern Ontario.