Summary
Overview
Work History
Education
Skills
Systemsexperience
Certification
Timeline
Hi, I’m

Justin McGee

Enablement Specialist, Digital Adoption
San Diego,CA
Justin McGee

Summary

Over 3 years of experience in Digital Adoption (WalkMe) with a successful track record in designing, building, and executing world-class DAP experiences for internal and external stakeholders as the primary WalkMe expert for New Balance. Proficient in various platforms including Elastic B2B website, Salesforce, Deck Commerce, and Microsoft D365.

Additionally, brings 5 years of expertise as a Training Enablement Specialist, delivering exceptional digital training experiences using tools like Articulate 360, Workday Learn, PowerPoint, WalkMe, and remote in-person 1:1 and 1:many training.

Demonstrated excellence in Quality Analytics throughout a 12-year tenure in the consumer-driven industry with New Balance Athletic. Instrumental in designing and executing comprehensive Quality Management programs to provide a 360-degree view of service.

Ranked as the #1 Engagement leader on the industry online training platform Myagi, delivering quarterly product training to over 1,700 US retail associates. Experience also includes interviewing, training and development, and performance management. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

2025
years of professional experience
1
Certification

Work History

New Balance Athletic Shoe, Inc.
San Diego, California

Enablement Specialist, Training
1 2020 - Current

Job overview

  • Design, Build and Manage WalkMe Digital Adoption Platform content across various platforms (Salesforce, Microsoft D365, Elastic B2B website, Deck Commerce).
  • Develop and report on WalkME DAP Insights to identify user trends, system pain points and ROI of the tool.
  • Implemented customer feedback system on external B2B site to inform sales and service departments.
  • Manage the full life cycle of all internal training documentation and documentation standards for Sales and Service departments.
  • Deliver system training to internal and external stakeholders via Articulate 360, Powerpoint and SFDC Knowledge.
  • Create and manage training videos for internal sales and service departments.
  • Collaborate with cross-functional teams to achieve project goals on time and within budget.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.

New Balance Athletic Shoe, Inc.
Boston, MA

Sales and Service Quality Analyst
01.2008 - 01.2020

Job overview

  • Monitor and report monthly on 20-30 service department reps to ensure the department is meeting service metrics and to identify and address opportunities for improvement in service levels.
  • Acted as a trusted liaison between peers & management to improve the business
  • Supported the creation of new policies and procedures aimed at enhancing overall service quality across the organization.
  • Enhanced customer satisfaction by implementing targeted training programs for staff based on performance metrics.
  • Implemented process improvements that led to increased efficiency and greater customer satisfaction ratings.
  • Increased employee engagement by recognizing outstanding performers and fostering a culture of continuous improvement.
  • Reduced customer complaints by closely monitoring service standards and addressing issues promptly.

Education

Western New England University
Springfield, MA

Bachelor of Science from Sports Management, Communications
08.2021 - 05.2005

University Overview

  • Extracurricular Activities: 4 year starter on University's baseball team. 10th Man Award Winner for contributions to the team.

Skills

Certified WalkMe Builder

Systemsexperience

  • InContact WFM
  • Salesforce.com
  • Diver
  • Stella Connect customer surveys
  • WalkMe Digital Adoption Platform (DAP)
  • Articulate 360 e-learning
  • Workday Learn
  • Advanced Microsoft Excel
  • Word
  • Powerpoint

Certification

WalkMe Builder

Timeline

WalkMe Builder

11-2024

Western New England University

Bachelor of Science from Sports Management, Communications
08.2021 - 05.2005

Sales and Service Quality Analyst

New Balance Athletic Shoe, Inc.
01.2008 - 01.2020

Enablement Specialist, Training

New Balance Athletic Shoe, Inc.
1 2020 - Current

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Justin McGeeEnablement Specialist, Digital Adoption