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I am a multi-faceted training professional with five years of experience solving unique training challenges through business analysis, content management, and the development of learning programs for the modern workplace. I excel at coordinating cross-functional teams, evaluating program impact, and delivering engaging training experiences that improve customer and employee outcomes. I bring analytical, data-translation and curriculum-design skills, with hands-on expertise in using MS Teams and MS Viva to optimize delivery. I develop digital and print training materials, maintain content for customer care teams, and collaborate with stakeholders across Operations, Marketing, IT, HR and CX to keep programs up to date.…I am a multi-faceted training professional with five years of experience solving unique training challenges through business analysis, content management, and the development of learning programs for the modern workplace. I excel at coordinating cross-functional teams, evaluating program impact, and delivering engaging training experiences that improve customer and employee outcomes. I bring analytical, data-translation and curriculum-design skills, with hands-on expertise in using MS Teams and MS Viva to optimize delivery. I develop digital and print training materials, maintain content for customer care teams, and collaborate with stakeholders across Operations, Marketing, IT, HR and CX to keep programs up to date.

user1267829

Instructional Designer, Content Designer, Content Creator, +2

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I am a multi-faceted training professional with five years of experience solving unique training challenges through business analysis, content management, and the development of learning programs for the modern workplace. I excel at coordinating cross-functional teams, evaluating program impact, and delivering engaging training experiences that improve customer and employee outcomes. I bring analytical, data-translation and curriculum-design skills, with hands-on expertise in using MS Teams and MS Viva to optimize delivery. I develop digital and print training materials, maintain content for customer care teams, and collaborate with stakeholders across Operations, Marketing, IT, HR and CX to keep programs up to date.…I am a multi-faceted training professional with five years of experience solving unique training challenges through business analysis, content management, and the development of learning programs for the modern workplace. I excel at coordinating cross-functional teams, evaluating program impact, and delivering engaging training experiences that improve customer and employee outcomes. I bring analytical, data-translation and curriculum-design skills, with hands-on expertise in using MS Teams and MS Viva to optimize delivery. I develop digital and print training materials, maintain content for customer care teams, and collaborate with stakeholders across Operations, Marketing, IT, HR and CX to keep programs up to date.

Available to hire

I am a multi-faceted training professional with five years of experience solving unique training challenges through business analysis, content management, and the development of learning programs for the modern workplace. I excel at coordinating cross-functional teams, evaluating program impact, and delivering engaging training experiences that improve customer and employee outcomes.

I bring analytical, data-translation and curriculum-design skills, with hands-on expertise in using MS Teams and MS Viva to optimize delivery. I develop digital and print training materials, maintain content for customer care teams, and collaborate with stakeholders across Operations, Marketing, IT, HR and CX to keep programs up to date.

Skills

Copywriting

Experience Level

Copywriting

Intermediate

Work Experience

Lead Training Specialist at Optima Communications (Scotiabank)

September 1, 2018 - November 12, 2025

Training lead for the organization, responsible for driving change experience to help employees with development and delivery of training programs, and content maintenance for members of the customer care team. Liaise with customer care team members, Operations, Marketing, IT, HR, CX Team and other teams within Scotiabank to maintain a strong understanding of existing products and procedures. Develop digital and print training materials (e.g., videos, online tools, manuals). Ensure training materials are up to date to reflect changes due to business process review, system upgrades, new product launch, legislative changes, etc. Work with subject-matter experts to determine content for course modules. Deliver training for both new and existing staff members for new products/services as well as job related functional training. Deliver training via various methods such as instructor-led training, virtual training, videos, exercises, role-playing and quizzes to confirm understanding. Mainta

Training Services Administrator at Amazon.com Inc. – Global

August 1, 2017 - August 1, 2017

Supported Customer Service Representatives working across Amazon.com’s international domains, identifying opportunities for concession abuse prevention and improved client experience. Developed course materials, designing training modules to support customer service representatives and their understanding of system processes. Responsible for account management - onboarding, offboarding, customer inquiries, billing, invoicing, and contract renewals. Led activities for contract management reporting - SLA's, KPI's, assist with weekly, monthly, and quarterly reporting. Liaised with external partners for resources, reconciliation of invoices, SLA's. Identified and helped solve billing problems and questions, reconciliation and ticket investigation to ensure client needs are met. Applied problem-solving skills through using technical acumen, ex: assisting in the preparation of regularly scheduled reporting, performing data cleaning and entry tasks to enhance accuracy and efficiency of anal