Amanda Linss
Summary
Learning and Development professional with track record of driving impactful training initiatives and fostering continuous improvement. Skilled in designing and implementing training programs that enhance team performance and adapt to organizational needs. Strong emphasis on collaboration, effective communication, and strategic thinking to achieve measurable results. Reliable and flexible, always ready to meet changing needs and ensure success in dynamic environments.
Overview
21
21
years of professional experience
Work History
Learning & Development Specialist
SGEi
10.2023 - 09.2025
- Content Development: Implemented adult learning principles and instructional design strategies to create blended learning paths for leadership, new-hire, brand, and guest-experience for PENN Entertainment, Station Casinos, Crown Resorts
- ILT Design: Designed and supported learning experiences by creating content outlines, storyboards, and assessments based on research, client insights, focus groups, and benchmarking
- Designed and developed PowerPoint decks, facilitator guides, participant materials, microlearnings, training modules, and multimedia content; created critical thinking-based activities designed for real-world application
- Facilitated various training methods (e.g., instructor-led, virtual instructor-led)
- Apply industry tools to develop impactful learning solutions
- Supported and project-managed facilitators in preparing, testing, and delivering all learning experiences
- Facilitated focus group sessions and organized final deliverables for client assessment projects (e.g., organize client comments, create word clouds, finalize group session booklets)
- Other tasks: consulted on visual design, collaborated with stakeholders and SMEs
Director of Guest Experience
Spy Ninjas HQ
01.2023 - 10.2023
- Designed and implemented SOPs, training programs, and risk management strategies for start-up family entertainment center
- Oversaw day-to-day operations including guest services, retail, and events to deliver exceptional experiences
- Managed departmental budgets, vendor relationships, and facilities planning
- Provided direction, coaching, and performance evaluations for multi-departmental staff
- Served on strategic steering committee to guide company growth and operational strategy
Customer Service Rep | Trainer | Social Media
Poker Central
03.2016 - 01.2023
- Developed training manuals and delivered onboarding and ongoing training for staff
- Built first-ever departmental training resources, enhancing efficiency and team culture
- Conducted QA testing and weekly A/B experiments for PokerGO Holdem app, driving a 20% increase in daily active users and reducing churn by 15%
- Acted as liaison between Customer Service and Developers, using data insights to improve customer satisfaction and streamline processes
- Managed CRM of 30,000+ customers while consistently exceeding team goals
Customer Service Rep | Trainer | Social Media
Blaze Media
03.2016 - 01.2020
- Delivered new-hire training and ongoing coaching for team members
- Managed CRM of 100,000+ customers, maintaining top satisfaction and retention
Owner
Vaughan Fitness
01.2005 - 09.2016
- Built and sustained a successful fitness business, overseeing payroll, accounting, and client management
- Designed personalized training programs and maintained a loyal client base
- Developed marketing strategies and managed online/social media presence
Loan Analyst
Red Rock Community Bank
07.2004 - 01.2009
- Managed and disbursed a portfolio of 100+ commercial and consumer loans
- Collaborated with title companies and prepared documentation for compliance
Education
Master's - Training and Development
The Heller College of Business, Roosevelt University
07.2022
Bachelor's - Finance
The Gies College of Business, University of Illinois
12.2003
Skills
- Microsoft Office proficiency
- Proficient in Google Drive
- Customer relationship management expertise
- Team collaboration tools
- Training facilitation, process improvement, data analysis, guest experience, customer engagement, employee and team member coaching
- Organizational development, career & professional development, leadership development
- Facilitation techniques, soft skills training
- Needs assessment
- Training material development
- Performance consulting
- Public speaking, written communication
- Organizational skills
Timeline
Learning & Development Specialist
SGEi
10.2023 - 09.2025
Director of Guest Experience
Spy Ninjas HQ
01.2023 - 10.2023
Customer Service Rep | Trainer | Social Media
Poker Central
03.2016 - 01.2023
Customer Service Rep | Trainer | Social Media
Blaze Media
03.2016 - 01.2020
Owner
Vaughan Fitness
01.2005 - 09.2016
Loan Analyst
Red Rock Community Bank
07.2004 - 01.2009
Bachelor's - Finance
The Gies College of Business, University of Illinois
Master's - Training and Development
The Heller College of Business, Roosevelt University