Joshua Berkstresser, SPHR
Senior Manager Of Education Strategy
Chula Vista,CA
Overview
17
17
years of professional experience
11
11
years of post-secondary education
Work History
Senior Manager Education
Lightspeed Commerce
San Diego, CA
09.2020 - Current
- Formerly Ecwid as we were purchased by Lightspeed in October of 2021.
- Primary responsibility to set education strategy for flagship e-commerce product.
- Increased key metrics of Merchant transaction rate by 100% using micro-learning campaigns, tutorial videos, and media based learning.
- Launched a customer education academy using Thinkific to drive activation and customer success.
- Identify key areas of churn and created strategies to mitigate said churn through intervention and education.
- Managed help center team, education team, and customer success project Managers.
- Https://ecommerce-academy.ecwid.com/
Manager of Learning and Development
Soapy Joe's Inc
San Diego, CA
07.2019 - 09.2020
- Increased organizational effectiveness by implementing Zendesk to
automate/manage multiple internal business processes including all
customer service
- Sourced and implemented a Cloud Based telephony system and launched contact center to increase customer satisfaction and increased the organizations ability to meet the needs of their members
- Provide expertise and insight using data to inform functions on how to meet organizational and external demands
- Increased effectiveness of marketing promotions by creating/delivering in person and remote training to line staff
- Developed and implemented an organizational wide learning and
development plan that included leadership development and a cutting edge core e-learning curriculum
Sr Training Coordinator
Kyocera International
01.2018 - 07.2019
- Overseeing the development and implementation of SAP Training platform for the entire organization
- Implementing and Administrating organization wide Training System
- Internal consult on learning programs
Director of Instructional Design
PsychArmor Institute
01.2016 - 09.2018
- Lead a team of 15 instructional designers, video editors, graphic artists, web developers, and audio specialists
- Oversee the end to end development and creation of free online courses that leverage custom animation, live video, and interactivity using SAM and
- ADDIE
- Lead the design, development, and implementation of an in house Learning
- Management System which resulted in 100% increase in course competitions and user registration
- Directed all technology related activities, including website, Learning
- Management System, internal technologies, creative software, and learning related software
- Facilitated the move from audio based slideshows to engaging video based learning
- Served as internal Subject Matter Expert on employee engagement and HR
Learning and Development Manager
06.2015 - 09.2016
- Manage and deliver Onboarding to all new hires
- Sourced and implemented Learning Technology solution including a social based Learning Management System
- Participate in the hiring and recruitment process of open positions
- Support other departments by managing media projects such as videos and
- Recordings
- Design and deliver product training to cross functional teams
- Develop and design sales training based on the Challenger sales method
- Develop leadership and employee development programs
- Support HR Director in re-designing and delivering performance management
Manager of Learning and Development
San Diego
04.2013 - 06.2015
- 2-1-1, Designed and implemented a full learning technology solution including an enterprise social network
- Worked with program staff to develop training plans for organization and new programs
- Created leadership development plan for executive leadership team
- Created a learning and development department
- Design and implemented a new onboarding program increasing time to performance by 100% and increase in Quality Assurance and Customer
- Satisfaction Scores for new hires
- Oversee all learning programs from development to measurement and align with business needs
- Consult and advise Senior Leadership team on tactics to increase employee engagement and retention
- Created and delivered Customer Service skills training
- Facilitated the quarterly recruitment and hiring process for phone staff
Learning and Development Specialist
PacSun
07.2012 - 04.2013
- Developed instructional aids for Retail and Corporate side of Pac Sun
- Delivered Instructor Lead Classroom training on soft skills
- Worked in a cross-functional environment to support the Learning and
- Organizational Development needs of the company
- Developed, Designed, and Delivered competency based training for
- Corporate Employees
- Used current adult learning theory to design, develop and implement e- learning solutions to training needs
- Worked as a technology partner with cross-functional teams
- Supported Retail Leadership and staff with communication aids and learning products
Lead Trainer/Global Guest Trainer
Apple
01.2007 - 06.2012
- Retail
- Special assignment to Global Retail Training team of Apple Inc
- In international settings
- Delivered training and managed a small team of trainers in the opening of 4
- Apple Stores in 3 countries
- Facilitated training for opening of new stores in 3 countries.
- Training delivered focused on communication skills, handling of difficult customers, technical knowledge, product knowledge, and inter-personal skills
- Deliver Train the Trainer courses in Facilitation Skills and new hire training Training delivered focused on adult learning theory, group dynamics, presentation skills
- Trained customers to use technology through personal sessions and group workshops
- Led in-store training teams to meet metrics in session availability, customer satisfaction and interactions within work environment.
Education
Master of Science - Educational and Instructional Technology
National University
San Diego, CA 04.2012 - 05.2013
Master of Arts - History specializing, Genocide
National University
San Diego, CA 04.2008 - 01.2018
Skills
Video Editing
E-learning
Data VisualizationCoachingStorylineAccomplishments
- Learning and Talent Professional
- Over the past 10 years I have developed a strong passion for developing the talent of organizations using the latest in learning andorganizational technology
- I am also a huge nerd :)
- Personal Info
- Address8725 Ariva Way, #654
- San Diego, CA, 92123
Timeline
Senior Manager Education
Lightspeed Commerce
09.2020 - Current
Manager of Learning and Development
Soapy Joe's Inc
07.2019 - 09.2020
Sr Training Coordinator
Kyocera International
01.2018 - 07.2019
Director of Instructional Design
PsychArmor Institute
01.2016 - 09.2018
Learning and Development Manager
06.2015 - 09.2016
Manager of Learning and Development
04.2013 - 06.2015
Learning and Development Specialist
PacSun
07.2012 - 04.2013
Master of Science - Educational and Instructional Technology
National University
04.2012 - 05.2013
Master of Arts - History specializing, Genocide
National University
04.2008 - 01.2018
Lead Trainer/Global Guest Trainer
Apple
01.2007 - 06.2012