Jen Perez
Henderson,NV
Summary
Professional success manager with strong background in client relations and customer success strategies. Known for driving impactful results through strategic initiatives and effective communication. Emphasizes team collaboration and adaptability, ensuring consistent achievement of goals. Proficient in account management and performance optimization.
Experienced with customer satisfaction and relationship management. Utilizes strategic planning and communication to drive success initiatives. Track record of enhancing client engagement and fostering long-term partnerships.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Success Manager
HealthStream, Inc.
Nashville, TN
09.2022 - Current
- Led customer success initiatives, enhancing client satisfaction and engagement across multiple platforms.
- Developed and implemented training programs to improve user adoption of software solutions.
- Analyzed customer feedback to drive product enhancements and address service gaps effectively.
- Collaborated with cross-functional teams to optimize account management processes and workflows.
Education Coordinator
UHS, Inc.
Las Vegas
02.2020 - 09.2022
- Revamp New Employee Orientation from 2 hours to three days and reduce 90 day turnover from 120%+ to 0%.
- Developed and implemented educational programs aligned with organizational goals.
- Coordinated training sessions and workshops for staff development and compliance.
- Streamlined communication between departments to enhance program delivery and support.
- Analyzed feedback to improve curriculum effectiveness and participant engagement.
- Maintained compliance with local, state, federal policies regarding education coordination through diligent record-keeping practices.
- Supported staff recruitment initiatives for high-quality program delivery.
- Promoted a positive learning environment through effective classroom management strategies and fostering strong relationships with students.
- Improved student engagement by developing and implementing innovative educational programs and activities.
Training and Development Manager
H&H Enterprises
Las Vegas
01.2018 - 01.2020
- Create, deliver, and manage certification program to have production line employees certified in their position within 6 weeks of hire.
- Create training manuals for all equipment and implemented training programs to enhance employee skills and performance.
- Collaborated with department heads to identify training needs and align programs with business goals.
- Streamlined onboarding processes to improve new hire integration and reduce ramp-up time.
- Partner with department managers to ensure training meets company needs.
- Perform needs analysis for additional training needs for organization and create timeline for completing each phase.
Staff Services Manager I
California Correctional Health Care Services-Staff Development
Elk Grove
01.2017 - 01.2018
- Provided comprehensive management of Instructional Design Team of six - process improvement, eLearning development, learning management system implementation, and ensuring legal compliance.
- Facilitated Lean White Belt classes for California Department of Corrections and California Correctional Health Care Services to reduce costs and improve processes across the department.
- Established project timeline standards to ensure eLearning courses deadlines were met, as well as accountability standards for designers.
- Hired, mentored, and lead staff to meet unit standards for eLearning development.
- Improved staff course completion rates by 1000%. (From 2 course completion/year – 20 course completions/year)
- Negotiated statement of work with other departments for training development.
Instructional Designer
California Correctional Health Care Services-Staff Development Unit
Elk Grove
01.2016 - 01.2017
- Developed eLearning courses using various course authoring tools and delivered via learning management system.
- Created instructional design standards incorporating adult learning theory and principles, industry best practices, and departmental styles which ensured consistency and instructional integrity of training products.
- Provided quality assurance review on instructional design projects completed by instructional design staff.
- Served as subject matter expert to departmental administrators on training concerns and initiatives.
- Collaborated with Training Officers to update Basic Supervision instructor led training and facilitate pilot classes.
Education
MBA, With Human Resources Graduate Certificate - Business
University of Phoenix
Phoenix02.2021
MA, Adult Education and Training -
University of Phoenix
Phoenix, AZ08.2015
AA, Paralegal Studies -
MTI College
Sacramento, CA02.2004
BA, Media Communications -
California State University, Sacramento
Sacramento, CA08.1989
Skills
- Customer service
- Customer relationship building
- Training and mentoring
- E-learning development
- Training facilitation
- Learning management systems
- Organizational development
- Needs assessment
- Strategic thinker
- Written and oral communication
- New hire on-boarding
- Coaching and mentoring
Certification
Leadership 101 - Sutter Health
The Leadership Challenge - Sutter Health
Train the Trainer - Sutter Health
Clinical and Management Excellence - Sutter Health
Lean Six Sigma Green Belt - Management and Strategy InstituteMaster Lean White Belt Trainer - State of California
Timeline
Success Manager
HealthStream, Inc.
09.2022 - Current
Education Coordinator
UHS, Inc.
02.2020 - 09.2022
Training and Development Manager
H&H Enterprises
01.2018 - 01.2020
Staff Services Manager I
California Correctional Health Care Services-Staff Development
01.2017 - 01.2018
Instructional Designer
California Correctional Health Care Services-Staff Development Unit
01.2016 - 01.2017
MBA, With Human Resources Graduate Certificate - Business
University of Phoenix
MA, Adult Education and Training -
University of Phoenix
AA, Paralegal Studies -
MTI College
BA, Media Communications -
California State University, Sacramento