Kenisha Caicedo
Buffalo,NY
Summary
Dynamic and innovative Learning & Development leader with 15+ years of experience designing and scaling global programs that boost performance, engagement, and retention. Expert in instructional design, AI-driven learning solutions, interactive eLearning (Articulate 360 Storyline & Rise), and onboarding program development that enhances performance, retention, and engagement. Experienced in facilitating workshops, blended learning, and leadership development programs, aligning learning strategies with organizational and academic goals while fostering continuous learning in diverse, multicultural environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Community Operations Training Manager
Instawork
08.2025 - Current
- Lead AI-driven and human-centered learning strategies that enhance agent performance, engagement, and operational efficiency, contributing to a 15–20% improvement in key performance metrics.
- Design and develop blended learning programs, including interactive eLearning in Articulate Storyline and Rise 360 integrating AI simulations, real-time feedback, and scenario-based activities, achieving 90% learner satisfaction scores.
- Oversee the full instructional design lifecycle (ADDIE) to ensure training programs align with business objectives and adult learning principles, supporting 150+ hours of annual training content.
- Facilitate and manage onboarding programs for over 150 new hires annually, reducing ramp-up time by 30%.
- Evaluate learning effectiveness using performance data, feedback, and assessments, driving continuous improvements that boost learner engagement by 25%.
- Implement continuous improvement initiatives, optimizing learning materials, delivery methods, and engagement strategies, resulting in 20% faster course completion rates.
- Mentor and coach trainers, cultivating a culture of collaboration, growth, and knowledge sharing across teams, increasing internal trainer capacity by 50%.
- Manage LMS administration in Workday Learning, tracking enrollments, completions, and ensuring content accessibility and compliance, maintaining 99% system accuracy.
- Collaborate cross-functionally with Operations, Engineering, Legal, and L&D to align training strategies with organizational goals and compliance standards, reducing onboarding compliance errors by 15%.
- Develop and maintain training dashboards and analytics, providing insights into learning trends, productivity, and performance outcomes, enabling data-driven decision-making across multiple teams.
Community Operations Lead Trainer
Instawork
07.2022 - 08.2025
- Spearheaded the implementation of Instawork’s first LMS, expanding global learning access to over 500 employees across 3 continents and improving data-driven reporting by 25%.
- Designed and delivered onboarding, upskilling, and compliance programs, reducing new-hire ramp-up time by 30% and improving operational readiness across distributed teams.
- Created interactive eLearning content and digital resources supporting product updates, process improvements, and system adoption, achieving 90%+ course completion rates.
- Partnered with Legal, Trust & Safety, and Product teams to ensure compliance and learner engagement, resulting in 100% alignment with regulatory standards.
- Improved performance metrics by introducing structured learning paths and standardized assessments, increasing team productivity by 15–20%.
- Led cross-functional initiatives to strengthen community engagement and boost operational efficiency, cutting response times by 10% and reducing operational errors by 15%.
- Developed training programs optimizing new-hire onboarding and accelerating time-to-productivity, onboarding 50+ new employees per quarter.
- Facilitated workshops to promote best practices in community operations across multiple locations, reaching 100+ community managers and staff and increasing adherence to standard processes by 20%.
Adjunct Faculty
ADEN University
09.2023 - Current
- Facilitated leadership and organizational development programs for over 100 professionals and executives annually across the Americas, achieving 98%+ participant satisfaction ratings.
- Integrated AI-powered learning tools and interactive technologies in virtual classrooms, increasing learner engagement and retention by 20%.
- Designed and delivered blended learning experiences, combining live facilitation, digital content, and self-paced learning, resulting in enhanced leadership, communication, and decision-making skills among participants.
- Collaborated with academic leadership to align curricula with industry trends and emerging business practices, improving program relevance and applicability for global executives.
- Mentored professionals on leadership, communication, sales, customer service and innovation in a multicultural context.
Corporate Learning & Development Instructional Designer
Copa Airlines
07.2015 - 08.2022
- Designed and developed interactive eLearning modules and blended programs for over 900 employees, covering leadership, customer experience, and operational excellence, resulting in improved team performance metrics by 15%.
- Facilitated workshops and training sessions to promote effective use of learning management systems among staff, increasing LMS adoption and engagement by 25%.
- Developed instructor-led training materials that supported face-to-face classroom instruction for blended learning environments, enhancing learner participation and skill application.
- Designed multimedia presentations incorporating audio, video, and graphics for engaging online courses, achieving 95%+ positive learner feedback.
- Implemented Oracle HCM company-wide, leading change management and creating adoption materials (videos, simulations, quick reference guides), resulting in 95% system utilization within 3 months of rollout.
- Applied instructional design models (ADDIE, SAM) to create learner-centered training that supported digital and instructor-led delivery, improving knowledge retention by 20%.
- Conducted Training Needs Analysis (TNA) and performance consulting to identify skill gaps and optimize learning impact, contributing to reduced operational errors by 10%.
- Led pilot testing, feedback sessions, and impact evaluations to measure effectiveness and ensure continuous improvement, achieving measurable improvements in learner engagement and performance outcomes.
- Managed SharePoint and Teams collaboration sites, supporting resource sharing, version control, and stakeholder communication, streamlining cross-departmental collaboration by 15%.
Education
Master of Education (M.Ed.) - Organizational Leadership
American InterContinental University
Chicago, IL10-2010
MBA - Marketing & Communications
American InterContinental University
Chicago07-2006
Skills
- Blended learning development
- AI-enhanced learning techniques
- Effective learning experience development
- Onboarding strategy implementation
- Learning management system implementation
- Articulate 360
Accomplishments
- Implemented Instawork’s first global Learning Management System (LMS), improving access to training and performance tracking for thousands of learners.
- Led the instructional design and change management strategy for Copa Airlines’ Oracle HCM Cloud implementation, supporting adoption and training for over 9,000 employees across multiple departments and regions.
- Developed and launched AI-integrated onboarding and upskilling programs, reducing ramp-up time by over 30% and improving performance across distributed teams.
- Created over 150 hours of eLearning content using Articulate 360 (Storyline & Rise), focusing on compliance, customer experience, leadership, onboarding, and operational excellence.
Certification
LinkedIn Learning certifications in instructional design, leadership, AI, and organizational development, including:
- Articulate 360: Interactive Learning
- Brain-Based eLearning Design
- Instructional Design for Adult Learners
- Measuring Learning Effectiveness
- Creating Psychological Safety for Diverse Teams
- The Digital Transformation of Learning
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Awards
Instawork “All-Star 2025” — Recognized for outstanding performance, leadership, and impact in training & operations.
Timeline
Community Operations Training Manager
Instawork
08.2025 - Current
Adjunct Faculty
ADEN University
09.2023 - Current
Community Operations Lead Trainer
Instawork
07.2022 - 08.2025
Corporate Learning & Development Instructional Designer
Copa Airlines
07.2015 - 08.2022
Master of Education (M.Ed.) - Organizational Leadership
American InterContinental University
MBA - Marketing & Communications
American InterContinental University