Andrea Maher

As a Services Enablement Manager at UKG, I was responsible for designing and managing comprehensive onboarding and training programs, driving continuous improvement through robust evaluation strategies, and enhancing internal communication through effective resource management.

• Comprehensive Onboarding: Managed the end-to-end onboarding process for new hires, including 12+ learning tracks for support, implementations, and customer success departments, ensuring seamless transitions and reducing time to productivity for thousands of employees.

• Mentorship Program Design: Successfully designed and oversaw a cross-departmental new hire mentorship program, incorporating certification, badging, deliverable tracking, recognition, and multi-tiered mentor support, leading to reduced attrition rates.

• Evaluation & Benchmarking: Developed and implemented robust evaluation and benchmarking strategies for onboarding and everboarding using surveys, focus groups, KPIs, customer satisfaction surveys, and post-live efficiency metrics to drive continuous improvement.

• Intranet Site Management: Designed and managed an intuitive SharePoint intranet site, significantly enhancing internal communication and resource access.

• Self-Paced Learning Paths: Created self-paced learning paths for Relationship Management, offering autonomy and flexibility to accommodate diverse learning styles.

• Resource Mobilization: Mobilized essential resources, including training materials, documentation, and subject matter experts, to support multiple departments effectively.

• Reboarding Program Execution: Designed and executed a reboarding program for Strategic Relationship Managers on a tight schedule, facilitating a smooth role transition from support.

As the Manager of Enablement and Customer Success at Tabrasa, I effectively oversaw and guided multiple departments to ensure alignment with organizational goals, designed user-centric training programs, and streamlined processes to enhance client onboarding efficiency and product proficiency.

• Training Program Design: Designed user-centric training programs for admins and end-users, boosting their product proficiency and curating an extensive resource library with articles, videos, and industry best practices for self-guided learning.

• Process Streamlining: Worked with Implementations and Learning teams to streamline processes, reducing project timelines and increasing client onboarding efficiency.

• Customer Consultations: Conducted thorough consultations with customers to understand their needs, goals, and technical specifications, customizing the CRM for new clients to align with their unique requirements and preferences.

• Impact Validation: Validated the impact of training through measurable KPIs, showcasing substantial increases in product usage and decreased support requests.

• Cross-Departmental Oversight: Effectively oversaw and guided Learning, Implementations, Client Success, and Marketing departments to align with organizational goals.

• Tailored Marketing Content: Tailored marketing content, messaging, and materials to match the client's industry, target audience, and branding, and produced video snapshots of new product features, capturing their functionality, benefits, and user experience.

As a Lead Learning Specialist at Cenlar, I managed, coached, and mentored new hires, streamlined training programs, and developed targeted coaching initiatives to enhance employee performance and ensure compliance with industry regulations.

• New Hire Management: Effectively managed, coached, and mentored cohorts of up to 40 new hires, delivering comprehensive training and support before transitioning them to their respective managers, ensuring a smooth onboarding process.

• Training Program Overhaul: Overhauled the existing 8-week employee training program to create a more streamlined and effective 6-week tiered approach, reducing the onboarding time for new hires.

• Classroom Training Sessions: Conducted impactful classroom-based new hire and refresher training sessions, aligning content with business objectives and equipping employees with essential skills and knowledge for peak performance.

• Targeted Coaching Programs: Developed and implemented targeted coaching programs for underperforming employees, identifying key areas of weakness, resulting in all agents transitioning from a failing to a passing grade within one month.

• New Office Training Setup: Played a key role in setting up and establishing training for a new office location, ensuring that call center and support staff were adequately trained.

• Content Review and Compliance: Regularly reviewed and revised training content to remain current with CFPB regulations and industry best practices.