Turning Strategy into Successful Implementation
Partnering with business and technology leaders to diagnose performance needs, design integrated solutions, and successfully implement business transformation initiatives.
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My Approach
Every business challenge deserves the right solution — not just more training.
For more than 20 years, I've partnered with business and technology leaders to solve business and performance challenges. Rather than starting with a predetermined solution, I begin by understanding the business need, the people impacted, and what's getting in the way of success.
I help organizations identify the right mix of strategic learning, performance support, communications, organizational change, and process improvement to achieve their goals. My focus is ensuring solutions are aligned with business priorities, right-sized for the audience, and measurable over time.
My goal is the same: help organizations build capability, accelerate adoption, and achieve better business outcomes.
Core capabilities include:
Performance Consulting Technology Enablement
Business Transformation Business Process Improvement
Strategic Learning Stakeholder Engagement
Organizational Readiness Executive Communication
Organizational Change Management Portfolio Leadership
Enterprise Transformation Strategy
PPD (Thermo-Fisher Scientific) | Principal Optimization Specialist | 2019 - 2023
Developed organizational readiness, executive communications, manager enablement, and strategic learning solutions that prepared employees for successful adoption of new technologies and business processes.
Business Challenge
PPD was leading multiple enterprise transformation initiatives that required employees across the organization to adopt new technologies, processes, and ways of working. Success depended on more than training. It required organizational readiness, executive communications, manager enablement, and performance support.
My Role
I partnered with business leaders to understand implementation needs and develop practical solutions that prepared employees, managers, and leaders for successful adoption.
Featured Initiatives
PPD Translate
Developed the organizational readiness strategy for an enterprise-wide initiative, including executive communications, manager toolkits, implementation resources, and a SharePoint communications hub that helped leaders prepare employees for change.
Robotic Process Automation
Supported multiple finance automation initiatives by leading organizational readiness, stakeholder communications, manager coaching, adoption planning, and post-implementation evaluation.
Change Management PowerApp
Designed a PowerApp that helped business partners build change strategies by assessing project complexity and recommending templates, tools, and implementation approaches based on established change management methodologies.
Digital Adoption Strategy
Evaluated WalkMe and Whatfix to determine how a digital adoption platform could improve technology implementation and employee performance support across approximately 4,300 clinical operations employees.
Featured Work Samples
Manager Enablement Presentation
Weekly manager communication package supporting key messages and organizational readiness throughout the rollout.
Video Production Guide
Support guide that helped employees create professional-quality video.
Communications GIF
Animated GIF created to build awareness and excitement for the transformation.
Job Aid Template
Job aid template created to standardize performance support resources.
*Many of the materials developed for PPD remain proprietary and cannot be publicly shared.*
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Strategic Learning & Portfolio Leadership
TIAA | Learning Manager (Progressed through four enterprise learning and performance consulting roles) | 2007 - 2019
Led enterprise learning strategy, performance consulting, and portfolio governance across multiple business functions, partnering with senior leaders to improve organizational capability and support large-scale business and technology initiatives.
My Role
Over nearly twelve years at TIAA, I progressed through increasingly strategic roles—from Instructional Designer to Lead Performance Consultant, Senior Learning Consultant, and ultimately Learning Manager. Throughout that progression, I partnered with business and technology leaders across multiple enterprise functions - including the National Contact Center, Wealth Management, IT & Operations, TIAA Bank, and Client Solutions - to diagnose business and performance needs, prioritize enterprise initiatives, manage strategic learning portfolios, lead cross-functional teams, and design integrated solutions that strengthened organizational capability and improved business performance.
Key Business Solutions
Strategic Learning Portfolio Management
Governed TIAA's enterprise IT learning portfolio, partnering with IT leadership to prioritize initiatives, allocate resources, and align learning investments with business strategy. Led governance activities, managed cross-functional teams and instructional design contractors, and established portfolio maintenance processes that kept learning assets current and aligned with evolving business priorities.
Performance Consulting & Learning Strategy
Partnered with business leaders to understand performance challenges, identify root causes, and recommend solutions that balanced business goals, employee needs, available resources, and implementation risks.
Designed performance strategies that combined instructor-led learning, virtual learning, eLearning, performance support, coaching, communications, and organizational change practices when appropriate.
Defined success measures and evaluated outcomes using learning analytics, focus groups, Level 3 evaluations, and enterprise needs assessments to guide future learning investments.
Enterprise Technology Enablement
Partnered with business and technology leaders to develop learning and performance solutions supporting enterprise technology implementations across IT, Operations, Wealth Management, the National Contact Center, Field Consulting, TIAA Bank, and Client Solutions.
Led the learning strategy for TIAA's customized Relationship Management System (Siebel), developing instructor-led, virtual, and online learning for enterprise-wide audiences. Created a comic book–inspired SDLC tutorial that simplified complex technical concepts and achieved a 95% completion rate across approximately 6,000 employees and contractors.
Implemented enterprise cybersecurity awareness initiatives reaching more than 10,000 employees and contractors, achieving a 92% completion rate while increasing employee reporting of phishing attempts.
Expanded technical learning resources through enterprise partnerships, including Safari Books Online, reducing annual learning costs by approximately $190,000.
Leadership & Workforce Development
Partnered with business leaders to develop leadership programs, competency frameworks, career pathways, and manager resources that strengthened workforce capability across IT and Operations.
Redesigned the customer care learning experience by combining role-based curricula, coaching, performance support, and manager reinforcement. The program improved customer service quality metrics by 90% and business writing evaluations by 80%.
Business Impact
90% 80% 95%
Customer Service Quality Business Writing SDLC Completion
50+ Customer Service Associates 50+ Customer Service Associates 6,000+ IT Employees
92% $190K
Cybersecurity Completion Annual Cost Savings
10,000+ Enterprise Employees 1500+ IT Employees
*Many of the materials developed for TIAA remain proprietary and cannot be publicly shared.*
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Enterprise Learning Modernization
Mars Veterinary Health | Lead Instructional Designer | 2024 - 2026
Developed Agile learning and performance support solutions that helped veterinary teams successfully adopt Voyager Health throughout a large-scale enterprise technology transformation.
Business Challenge
Mars Veterinary Health launched a multi-year enterprise transformation to replace legacy veterinary practice management systems with Voyager Health, a cloud-based platform designed to improve clinical workflows, standardize operations, and support future growth.
Supporting enterprise technology implementation required more than software training. Learning solutions had to evolve with Agile development, changing business priorities, and continuous application enhancements while helping thousands of veterinary professionals adopt new workflows.
My Role
As the lead and sole instructional designer supporting the Voyager Health implementation, I provided learning strategy, instructional analysis, design leadership, and performance support for the rollout of a new veterinary practice management system across Banfield Pet Hospital.
In addition to designing the majority of learner-facing resources, I provide day-to-day direction for contingent instructional design resources, including onboarding, work allocation, prioritization, design guidance, and quality oversight. I also developed standardized templates and coached an onsite facilitator in job-aid development, Articulate Rise, and graphic editing to expand the team's content-development capability.
Featured Initiatives
Learning Needs Analysis & Recommendation
Conducted a learning needs analysis to understand stakeholder expectations and recommend a blended learning strategy for the Voyager Health implementation. Developed an approach that combined digital learning, virtual instructor-led training, sandbox practice, and performance support while balancing learning best practices with stakeholder preferences. As implementation priorities changed, learning resources were continuously refined to support the evolving deployment.
Performance Support & Learning Resources
Developed and maintained digital performance support resources that helped veterinary teams using Voyager Health throughout implementation and ongoing Agile releases. Designed learning resources—including Articulate Rise Guides, sandbox workbooks, job aids, and reference materials—that reflected evolving application functionality and supported day-to-day clinical workflows.
Collaborated with facilitators and third-party developers to keep learning resources accurate and consistent as the platform evolved. Formal learning was delivered through the LMS, while performance support resources were available through SharePoint and embedded PDF references within Voyager Valet (Whatfix) for just-in-time access.
Agile Learning Operations
Managed ongoing Voyager Health releases by maintaining learning and performance support resources through continuous Agile development. Participated in sprint reviews and feature demonstrations to assess the impact of application changes and ensure learning resources remained aligned with evolving functionality.
Coordinated updates across Articulate Rise Guides, sandbox workbooks, job aids, and supporting documentation while working with an instructional design contractor to maintain quality and consistency. Developed a maintenance tracking process that improved visibility into learning asset updates and supported efficient release planning.
Content Governance & Quality Assurance
Established content standards and quality processes for learning and performance support resources supporting the Voyager Health implementation. Developed the content structure for job aids that improved consistency, usability, and alignment with organizational branding.
Reviewed deliverables produced by internal contributors and third-party developers to ensure instructional quality, content accuracy, and documentation standards. Coordinated work across four instructional design contractors, providing feedback and guidance to maintain quality and consistency across learning assets.
Business Impact
Supported one of Mars Veterinary Health's largest technology implementations by maintaining scalable learning and performance support resources across approximately 50 Agile releases.
900+
Veterinary Hospitals
Planned Voyager Health deployment across the U.S., Puerto Rico, and Mexico
50+
Learning Assets
Rise Guides, LMS courses, sandbox workbooks, storyboards, and job aids
Featured Deliverables
Articulate Rise Course
Required introductory Voyager Health course for all Banfield Associates.
Sandbox Workbook
Hands-on workbook reinforcing real clinical workflows in the training sandbox.
10,000+
Banfield Associates
Supported through learning and performance resources
40+
Job Aids
Created and maintained to support evolving application workflows
Articulate Rise Step-by-Step Guide
Function-based step-by-step guide explaining Voyager Health processes.
Storyboard
Planning document defining learning structure and content.
Maintenance Tracker
Identifies learning assets and status for updates based on Agile releases.
50+
Agile Releases
Learning content updated and maintained
4
Instructional Design Contractors
Coordinated and reviewed
Job Aid
Performance support providing just-in-time support.
Sprint Release Training Impacts
Track feature releases and impacts to training materials.
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Enterprise Organizational Change Management Framework
Gainwell Technologies | Organizational Change Management Leader | 2024
Developed a scalable, customizable and repeatable organizational change management framework designed to provide project teams with practical guidance, standardized templates, and a consistent approach for future implementations.
Business Challenge
Gainwell Technologies recognized the need for a consistent, enterprise-wide Organizational Change Management (OCM) approach to support technology implementations and business transformation initiatives. While projects incorporated change activities in different ways, there was no standardized methodology, toolkit, or governance model to guide planning, stakeholder engagement, communications, or organizational readiness.
My Role
Served as the Organizational Change Management Leader responsible for designing Gainwell Technologies' enterprise OCM methodology. Worked with stakeholders to understand organizational needs, researched industry best practices, and developed the APPLES Framework along with the supporting tools, templates, and implementation guidance used to standardize future change initiatives.
Key Business Solutions
To establish a consistent approach to organizational change management, I designed the APPLES Framework— a scalable methodology supported by practical tools, templates, and implementation guidance. Together, these solutions gave project teams a common approach to planning and implementing organizational change.
Enterprise OCM Framework (APPLES)
Designed Gainwell Technologies' proprietary APPLES Organizational Change Management Framework, a scalable methodology that guides organizations through six phases: Assess, Plan, Prepare, Launch, Evaluate, and Sustain. The framework integrated stakeholder engagement, communications, organizational readiness, learning, and adoption activities into a consistent approach that could be tailored to projects of different sizes and complexity.
Standardized OCM Toolkit
Developed a standardized toolkit of templates, assessments, and implementation resources that supported every phase of the APPLES Framework. Resources included stakeholder analyses, change impact assessments, readiness assessments, communication plans, training plans, adoption measures, and implementation guidance, giving project teams practical tools while maintaining a consistent enterprise approach.
SDLC Integration
Integrated Organizational Change Management into Gainwell's Software Development Life Cycle (SDLC), ensuring stakeholder engagement, communications, organizational readiness, training, and adoption activities were planned alongside technology implementation rather than treated as separate workstreams. The framework provided project teams with a structured approach to reducing implementation risk and improving adoption throughout the project lifecycle.
Integrated Change Methodology
Designed the APPLES Framework by integrating proven practices from multiple industry-recognized change methodologies rather than relying on a single model. Drawing from Prosci ADKAR, LaMarsh, Kotter, Lewin, McKinsey 7-S, Rogers' Technology Adoption Curve, Kübler-Ross, and Nudge Theory, the framework combined established best practices into a practical methodology tailored to Gainwell's organizational needs.
Framework Outcomes
Enterprise Framework
Proprietary APPLES Organizational Change Management Framework
Six-Phase Methodology
Assess • Plan • Prepare • Launch • Evaluate • Sustain
Integrated Delivery
Organizational Change Management embedded into the SDLC
Practitioner Toolkit
Enterprise templates, assessments, implementation guides, and governance resources
Featured Deliverable
APPLES Organizational Change Management Framework
Enterprise Organizational Change Management framework defining Gainwell Technologies' six-phase APPLES methodology and illustrating its implementation approach, governance model, and integration throughout the project lifecycle.
*Many of the materials developed for Gainwell Technologies remain proprietary and cannot be publicly shared.*
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