Summary
Overview
Work History
Education
Skills
Additional Experience
Timeline
Generic
Dawn Vance

Dawn Vance

McKinney,Texas

Summary

Dynamic leader with expertise in customer experience management and talent development. Developed and implemented innovative certification programs, resulting in improved service quality and increased customer satisfaction. Skilled in LMS strategy and project management, achieving notable enhancements in training efficiency and learner engagement. Committed to promoting a culture of continuous learning.

Overview

17
17
years of professional experience

Work History

Manager, Learning and Certification Services

CDK Global
Austin, TX
06.2022 - Current
  • Spearheaded development of industry-first Customer and Employee Certification program, enhancing service quality.
  • Collaborated with Customer Experience team to identify training gaps and create a comprehensive knowledge base.
  • Authored over 100 How-tos for customer self-help portals, enabling independent problem resolution.
  • Created comprehensive onboarding program for employees and customers to promote knowledge and skill acquisition.

Manager, Business Development – Educational Services

Avid Technologies
Dallas, TX
01.2019 - 04.2023
  • Directed multiple teams to implement strategic automation across four systems, enhancing customer experience with Learning Services.
  • Drove annual strategic planning for Learning Services, developing RFPs and addressing process gaps through RACI documentation.
  • Achieved 50% increase in new learner registrations year-over-year.
  • Maintained over 60 LMS portals for diverse customer needs.
  • Facilitated over 2500 minutes of content for Avid Learning Central by conducting 100+ webinars with product SMEs.
  • Attracted an average of 2000 viewers per session by leveraging social media for training events.
  • Supported launch of Avid Learning Central subscription model to expand service offerings.
  • Appointed to Customer Ambassador Team to advocate for customer voice and streamline experiences.

Senior Manager, Learning and Development

Imagine Communications
Frisco, TX
01.2012 - 07.2018
  • Initiated formalized training process for internal staff, enhancing product and solution certification practices.
  • Led six Trainers and Content Developers in designing over 400 customized training resources including videos and presentations.
  • Championed collaboration with executives to establish team training priorities and 'Learning Plan.'
  • Partnered with Marketing to develop customer-focused messaging and global webinar content.
  • Achieved fifty percent reduction in average training spend per person through virtual modules.
  • Increased visibility and accessibility of training opportunities, resulting in fifty-four percent staff engagement.
  • Designed innovative onboarding process, reducing new hire ramp-up period to four weeks.
  • Created online customer training program for virtual playback systems integrating AZURE networking workflows.

Senior Technical Product Service & Training Manager

Imagine Communications
Toronto, Canada
01.2009 - 01.2012
  • Revitalized Toronto Global Customer Service Center for Workflow, Infrastructure, & Networking product lines.
  • Directed a team of 34 CSRs, TSRs, Order Entry, and Field Engineers to meet customer needs.
  • Championed best practices training for service staff to enhance performance.
  • Connected Cornerstone LMS to PeopleSoft HR for streamlined employee training implementation.
  • Achieved 25-point increase in NPS monthly average through senior-level customer call-backs.
  • Recovered over $12M in field service inventory by ensuring timely RMA equipment returns.

Education

Bachelor of Science - Human Services (BSHS)

University of Phoenix
Phoenix, AZ

Skills

  • Learning management systems strategy
  • Employee onboarding programs
  • Global learning initiatives
  • Content creation and SCORM compliance
  • LMS implementation
  • Project management expertise
  • Agile LMS platforms: Docebo, Cornerstone, LearnUpon, Moodle, SkillSoft
  • Content design tools: Camtasia, Articulate, Adobe Suite, Publisher, Socrative, iSpring, Assima, RenWebADDIE and Bloom's frameworks
  • Career development strategies
  • Process and application analysis
  • Customer experience management
  • Talent managementCRM software proficiency: Salesforce, Workday, Siebel, Oracle, PeopleSoft
  • Collaboration tools: Zoom, WebEx, GoToMeeting, Slack, Teams, Highfive
  • Project management tools: Airtable, Smartsheet, Microsoft Project and Planner
  • Technological proficiency: OKTA, Azure, Expression Web 4, Microsoft Suite

Additional Experience

  • Customer Service Manager, Harris Broadcast, Los Angeles, CA
  • Section Chief – Network Switching, United States Army, Multiple Locations

Timeline

Manager, Learning and Certification Services

CDK Global
06.2022 - Current

Manager, Business Development – Educational Services

Avid Technologies
01.2019 - 04.2023

Senior Manager, Learning and Development

Imagine Communications
01.2012 - 07.2018

Senior Technical Product Service & Training Manager

Imagine Communications
01.2009 - 01.2012

Bachelor of Science - Human Services (BSHS)

University of Phoenix

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