Outstanding Attributes

Throughout a long career overseeing the full product pipeline, performing setup, implementation, quality assurance, and system troubleshooting for the websites and products, serving as the top super-administrator for the LMS, and running lead for the OSHA-authorized training programs, as well as many other duties at a small but esteemed SaaS online safety training company, AdvanceOnline, I became a renaissance person and the go-to employee for problem solving in all areas.

Whenever a tricky situation with content or systems arose, I was proud to be the one the President/CEO, VPs, and my co-workers turned to. I honed my product management, problem-solving, and client management skills via a deep understanding of client and co-worker requests, both technical and interpersonal. The voice of the customer was the primary motivation throughout this time, and I delighted in resolving issues for users and building relationships to understand fully these users’ functional expectations and usability concerns.

An overview of my occupational characteristics:

• Tenacious at problem-solving and masterful at balancing user requests, regulatory requirements, business interests, and the requests of executive management

• Many years of functioning in a fast-paced, high impact role with decision making authority

• Obsessed with the user experience and creating delighted clients

• Startup seasoned with an “All hands on deck” mentality

• Experienced at kick-starting new product production and existing product updates

• Consistently the most knowledgeable about company tools, products, procedures, requirements, communication, and client relationships

• History of strong ties and thorough communication and collaboration with team members and management; excellent verbal and written communicator

• Extensive experience working to guide and build cross-functional consensus in technical, design, development, sales, and marketing teams plus clients and executive stakeholders

• Decades of experience transforming user feedback and pain points into real product change

• Meticulous about quality and correct functionality, clicking every button and dotting every “i”

• Director of federal government (DOL/OSHA Outreach authorized online trainer) program with oversight and through maintenance of rigorous quality and compliance standards

• Seasoned and accomplished worker, 20+ years remote, 10+ years in-office | Location: WA

Professional Experience

Product Management/Quality Control/Client Services Management/Regulatory Oversight

–AdvanceOnline Solutions, Inc. ▪ Houston, TX ▪ April 2000 – April 2023

Prior to the company sale in 2023, in my 23 years working with Advance Online, I impacted multiple aspects of the business simultaneously, performing a wide variety of tasks. The past six years, most of my efforts were spent managing the online training course products from birth to launch and through maintenance as well as handling all large or particularly technical customer implementations. As the person who knew the systems and processes best, my general function was to know the trajectory, see all sides of a challenge, use analytical skills to assess it, and resolve it. Achievements:

• Product management responsibilities for all interactive online courseware since 2017

• 103 courses, total 200+ hours of high quality, interactive, online training content in my administrative and QC purview

• Owner of all escalated product and technical issues for 10+ years, particularly familiar with  hotfixes and quick iterations and the close ties with technology team needed to achieve these

• Employed exhaustive knowledge of systems and processes to resolve issues through training, cross-functional bug resolution, and devising/distributing “work-arounds” as needed

• Go-to contact for all large clients; producer of custom user guides in indicated circumstances

• Shepherded product implementations for 1000+ corporate purchasers, with up to 34,000 users each. Notable clients: City of New York ▪ City of Cincinnati ▪ St. Louis Carpenters Union ▪ Grainger ▪ Quality Carriers ▪ True Value ▪ Western Express

• Other vital responsibilities:

  • Sole director for quality control of content and technology

  • Spotless record of oversight of all aspects of DOL/OSHA Outreach program updates, documentation, compliance, reporting, and communication

  • Everyday collaboration with course developers, content providers, and SME’s

  • Full management and oversight of Customer Service team for 20 years

• With belief and commitment, single-handedly rescued AdvanceOnline’s bid to become the first-ever online OSHA Outreach training provider after the original shuttering of the company in 2001. OSHA authorization was to become the company’s major attribute and basis for sales from 2001 to closure in 2023

Technical Support Dispatch

–The Macabe Associates ▪ Seattle, WA ▪ 1999-2000

Received, consolidated, triaged, and assigned support requests at software consulting, development, and training firm for Sage accounting software. Devised and implemented ticket tracking, forms, and workflows and worked cross-functionally with sales, support, production, and technology.

Licensed Customs Broker and Branch Manager

–David K. Lindemuth Co. and Thyssen Haniel Logistics ▪ Sea-Tac, WA ▪ 1989 – 1998

Licensed by U.S. Customs through exhaustive testing, detailed background check, and board interview. Managed customs brokerage and freight forwarding business including customer service, import, export, data input, billing, A/R, and A/P. Maintained close relationships with and worked under the review of government agencies including U.S. Customs, FDA, DOT, EPA, and USDA. Arranged movement of freight locally and internationally.

Software Skills

Excellent skills in MS365 applications and standalone MS programs. Skilled administrator of CRMs: Salesforce, Sugar, and Zoho. Advanced skills in implementing and adapting AICC/SCORM products.

Education

Pierce College 2003-2005