Summary
Overview
Work History
Education
Skills
Timeline
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Jake Wood

Summary

Dynamic and technology-savvy professional with robust experience in platform support and team leadership. Well-known for ability to work under pressure and complete projects in a timely manner. Committed to improving operational efficiencies and creating solutions that enhance business performance and user experience from a data-driven perspective.

Overview

10
10
years of professional experience

Work History

Training Coordinator

Telecare
11.2023 - Current
  • Implement and coordinate comprehensive training programs for clinical and non-clinical staff at a behavioral healthcare organization
  • Demonstrated proficiency in Relias LMS administration by managing training schedules, coordinating with various departments, and overseeing the registration and enrollment process for trainees.
  • Act as the primary administrator for SharePoint, streamlining document organization, ensuring easy access to training resources, and enhancing collaboration among staff members.

Implementation Specialist

Intellum
07.2022 - 07.2023
  • Served as the key facilitator of Google CIMS partner support, aiding cross-functional partners in seamlessly integrating with Intellum's Exceed LMS.
  • Resolved numerous LMS platform errors, including but not limited to access issues, group logic errors, and SCORM upload errors, ensuring platform stability and accessibility.
  • Conducted thorough training for new partners on Intellum LMS tools, and performed demonstrations of functionalities for potential partners.
  • Provided extensive support to over 15M users across Google's external and internal LMS instances, resulting in significant cost savings of approximately $60K for various internal teams in 1 year.
  • Reengineered an internal Feature Request escalation process, effectively reducing the average submission time from 2 months to 3 weeks.
  • Significantly improved bug resolution time by 60% quarter over quarter, ultimately improving operational efficiency.

Platform Data Specialist

Accenture
04.2021 - 07.2022
  • Employed Natural Language Processing tools to expertly train Meta's "Portal" virtual assistant, enhancing its understanding and response capabilities.
  • Converted complex engineer-provided data into actionable input for training the virtual assistant, ensuring accurate and optimal learning.
  • Conducted rigorous analysis of speech processing results, curating feedback that improved operating efficiency by 15%.

Lead Barista

Cafe 4
06.2017 - 04.2021
  • Boosted sales and customer retention by leading teams on shift, ensuring product quality was excellent and environment was welcoming.

Children's Ministry Program Coordinator

3Crosses
08.2017 - 08.2018
  • Served as a leader to recruit, interview, and train volunteers who offered exceptional talent to the team within the church.
  • Assisted youth director in writing engaging and creative curriculum, running weekly program, and coordinating large-scale community outreach events.

Outreach Team Leader

YWAM Newcastle
11.2013 - 05.2015
  • Actively coached students on a weekly basis, providing them with the essential skills and insights for effective cross-cultural outreach programs.
  • Spearheaded major fundraising efforts that successfully generated $10K+ for trip funds, while also taking on the responsibility of overseeing the budget and expenditure during the trips.
  • Established robust partnerships in foreign nations, securing lodging for teams and orchestrating opportunities to run youth programs, provide support for human trafficking victims, aid at-risk children, and build and maintain youth centers.
  • Assumed leadership role for outreach teams of 10-12 individuals, overseeing missions to Mongolia, India, and Thailand.
  • Utilized Salesforce to prospect and conduct discovery calls with potential students interested in YWAM's program.

Education

Master of Arts - Theology

Western Seminary
07.2022

Skills

  • Technical Support
  • LMS Administration
  • Project Management
  • Data-Driven Decision Making
  • Platform Integration
  • Zendesk
  • Salesforce
  • Python

Timeline

Training Coordinator

Telecare
11.2023 - Current

Implementation Specialist

Intellum
07.2022 - 07.2023

Platform Data Specialist

Accenture
04.2021 - 07.2022

Children's Ministry Program Coordinator

3Crosses
08.2017 - 08.2018

Lead Barista

Cafe 4
06.2017 - 04.2021

Outreach Team Leader

YWAM Newcastle
11.2013 - 05.2015

Master of Arts - Theology

Western Seminary

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Jake Wood