Brianna Savage
Noblesville,IN
Summary
I am a full-time Senior Learning Experience Designer and part-time Project Developmental Manager. I have 15 years' experience working in a customer-facing role, 8 years' working in technology, 5 years' implementing SaaS, and 4 years' creating and maintaining SaaS training materials and programs.
I have strong organizational, communication, technical, customer service, and project management skills, combined with a passion for technology, SaaS, and DEI. I am a technical educator with experience training and creating education content for various software and change management processes for internal employees, partners, and customers. I have a passion for DEI issues and am looking to work for a company that truly cares about social inequalities and working toward a more inclusive society.
Overview
9
9
years of professional experience
Work History
Project Developmental Manager
Exhibit A Discovery
Remote, IN
06.2021 - Current
- Achieved project deadlines by coordinating with contractors to manage performance.
- Modified and directed project plans to meet organizational needs.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Built successful project plans covering objectives, resources and staffing to meet schedules in Smartsheet.
- Provided management for internal personnel, contractors and vendors.
- Drove team success through shared vision and recognition of quality performance.
- Maintained open communication by presenting regular updates on project status.
- Identified plans and resources required to meet project goals and objectives.
- Managed projects from procurement to commission.
- Developed and initiated projects, managed costs, and monitored performance.
- Created reports and presentations detailing business development activities.
- Devised effective marketing, sales and other promotional initiatives.
- Collected data and performed customer needs analysis.
- Streamlined operations by delivering recommendations for knowledge-base processes and procedures.
- Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones.
Sr. Learning Experience Designer
UKG
Remote, IN
10.2020 - Current
- Targeted diverse learning modalities in development of new course content and training programs.
- Designed digital course materials for internals, partners, and customers using complex situations and use-cases for multiple products.
- Planned, developed, and monitored implementation of technology-based learning programs.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency, and exceed training goals.
- Developed assessments and user polls to evaluate course effectiveness, altering content and delivery to achieve student learning goals.
- Contributed to development of comprehensive employee training courses.
- Prepares lesson plans from engineering documentation, field service requirements, and software documentation.
- Collaborates with engineering, technical support, professional services, and product management to ensure course material reflects current product features and best practices.
- Experience rebranding course materials.
Sr. Solution Consultant
UKG
Remote, IN
10.2018 - 09.2020
- Works closely with the Project Manager to ensure the successful completion of the project on-time and within budget. Develops conversion and system implementation plans.
- Performed detailed research of customer business structures to accurately configure the software to the unique needs of each.
- Worked closely with customers to establish specifications and system designs.
- Maintained existing applications and designed and delivered new applications.
- Gathered requirements to determine necessary hardware configurations for planned software.
- Translated technical concepts and information into terms parties could easily comprehend.
- Used interpersonal and communication skills in interactions, enriching team collaboration and customer relationships.
- Performed software testing to uncover bugs and troubleshoot issues prior to application launch.
- Drafted integration plans to ease assimilation of products into customers' business infrastructure.
- Designed training curricula to educate customers on use and maintenance of the products.
- Led both virtual and in-person product training for customer employee groups.
- Built, tested and deployed scalable, highly available and modular software products.
- Prepared test plans and test cases based on the customer's tailored product configuration.
- Led testing efforts while maintaining a log of issues. Worked with development and support teams to resolve product issues discovered in the testing phase of implementation.
- Coordinated support responses to customer issues, verifying closure of concerns, and correction of deficiencies.
- Corrected, modified, and upgraded software to improve performance.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Collaborated with cross-functional development team members to analyze potential system solutions based on evolving client requirements.
- Collaborated with developers and performance engineers to enhance supportability and identify performance bottlenecks.
- Mentored new Solution Consultants to provide support and training when needed.
Sr. Implementation Project Coordinator
RightSourcing
Irvine, CA
02.2016 - 09.2018
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Transitioned projects from estimation and pre-construction phase to well-defined project execution plan.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Gathered requirements for ongoing projects and organized details for management use.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Built strong relationships with internal and external stakeholders and devised strategies for successful implementation.
- Obtained needed resources by strategically negotiating with stakeholders and outside suppliers.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Oversaw onboarding and mentorship, planned, and executed meetings and developed project documentation.
- Counseled departmental leaders to determine issues and deliver solutions to individualized problems and concerns.
- Sourced, vetted, and managed vendors needed to accomplish project goals.
- Wrote technical narratives to document processes and design changes.
- Provided technical direction on configuration of the SaaS product.
- Led testing efforts, and worked with technical to resolve configuration issues or bugs.
- Wrote and maintained customer SOPs and training materials based on customer specific configuration.
- Facilitated online and on-site training for customer employee groups.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Reported regularly to managers on project budget, progress and technical problems.
- Mentored and oversaw other implementation coordinators to achieve positive performance and successful projects.
- Manages go-live and post-live activities by providing customer support. Often times go-lives would require travel and in-person support.
Incident Coordinator
Taco Bell Corporate
Irvine, CA
08.2014 - 02.2016
- Followed up with customers to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for Taco Bell restaurant on-site employees.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Devised solutions to operations issues related to closing and escalation processes for open incident tickets.
- Created new department-wide process for closing incident tickets that successfully lowered the amount of open incidents from ~6,000 to ~300.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Arts - Communication Studies
Colorado State University
Fort Collins, CO08.2013
Skills
- Strong Communication
- Software Configuration
- Project Management
- Change Management
- Customer Experience
- Training Material Development
- SaaS Implementations
- Technical Aptitude
- User Acceptance Testing (UAT)
- Workforce Scheduling
- Software Deployment Support
- Leadership
Industry Knowledge
- Restaurant/Hospitality - 11 years
- SaaS - 6 years
- Public Sector - 4 years
- Healthcare - 3 years
- Manufacturing - 2 years
References
- Nicholas Dowell (UKG) 317-752-4685
- Greg Kutzbach (Exhibit A Discovery) 562-301-3967
- Holli Salley (RightSourcing) 949-278-1902
Timeline
Project Developmental Manager
Exhibit A Discovery
06.2021 - Current
Sr. Learning Experience Designer
UKG
10.2020 - Current
Sr. Solution Consultant
UKG
10.2018 - 09.2020
Sr. Implementation Project Coordinator
RightSourcing
02.2016 - 09.2018
Incident Coordinator
Taco Bell Corporate
08.2014 - 02.2016
Bachelor of Arts - Communication Studies
Colorado State University
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