Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager
Megan Schoen

Megan Schoen

PITTSBURGH

Summary

Dynamic training and development professional with expertise in designing and executing effective training programs that enhance performance. Proficient in needs assessment, establishing learning objectives, and creating tailored content across various industries. Demonstrated ability to foster team motivation and adapt to emerging technologies, resulting in improved employee productivity through focused skill enhancement initiatives.

Overview

17
17
years of professional experience

Work History

Learning and Development Specialist

Homethrive
Chicago
11.2024 - 05.2025
  • Led training sessions to build employee skills, improve knowledge retention, and enhance job performance.
  • Heavily involved in Senior Leadership decision making processes which led project planning, logistics, communications, and stakeholder engagement for learning programs.
  • Assessed, analyzed, designed, developed, deployed, and measured learning and development programs and processes to reflect new and evolving workflows.
  • Redesigned learning paths for leadership, frontline, and management onboarding in LMS for both self led and instructor led courses to include clear expectations of roles.
  • Provided coaching and feedback sessions to frontline employees.
  • Evaluated the impact and ROI of L&D initiatives by tracking learning metrics and uses data to make the case for additional investments.
  • Worked closely with QA team to set expectations and develop scorecard system to be used for agent & member interaction evaluation.
  • Served as the only Articulate Rise 360LMS and Knowledge Base Administrator.
  • Assisted in creating a culture of continuous learning by providing guidance on best practices in adult education principles.

Training Specialist

Papa Inc.
Miami
06.2023 - 08.2024
  • Led live remote onboarding training sessions via Zoom for new hires and experienced contact center employees.
  • Streamlined content and resources to create engaging and effective sessions using Northpass LMS to improve training efficiency and that material was aligned with up-to-date policies and procedures.
  • Spearheaded cross-departmental collaborations with key stakeholders for implementing new learning tools, overhaul of care center hiring process, revamped workflows and addressed gaps in training content.
  • Acted as Subject Matter Expert (SME) for Zendesk, handling troubleshooting, functionalities, and FAQs.
  • Conducted 1:1 coaching sessions with agents and provided feedback to improve role performance, including documenting resources.
  • Assessed learner progress through effective facilitation and maintained tracking of training sessions, knowledge checks, assessments, and surveys.
  • Worked effectively with QA team to evaluate live and recorded calls to provide real time feedback to agents.

Client Services Liaison

Steep Rock Inc.
Washington
02.2023 - 06.2023
  • Managed client and end-user requests, including RFEs and bug fixes.
  • Coordinated technical troubleshooting with internal SMEs.
  • Responded to urgent requests, incidents, and bugs, reporting and following up with senior management.
  • Updated and organized knowledge base guides for clear workflow instructions as part of pre-packaged learning modules specifically designed for various user segments and roles.
  • Developed relationships with internal stakeholders to create client and internal employee best practices materials and receive feedback.
  • Led and coordinated client training efforts with department partners to align company messaging.
  • Collaborated with team members to use SME-provided content to design, create, implement, and maintain training materials for clients.

Lead Trainer & Senior Software Support Analyst

ConnectiveRX
Pittsburgh
10.2019 - 02.2023
  • Delivered and facilitated custom customer training during implementation, go-live, and ongoing education stages.
  • Applied multi-layer adult learning styles and approaches to training.
  • Developed and maintained knowledge base documentation and LMS for employees and external users. Created and maintained SOPs and user guides.
  • Acted as SME for portal usage, troubleshooting, and FAQs.
  • Identified and resolved technical problems, liaising with internal departments.
  • Collaborated cross-functionally with senior leadership on complex issues via Jira and Zendesk.
  • Supervised, developed, and assessed junior members of the department; ensuring they receive consistent feedback, prompt resolution of problems, and the time and opportunity to grow professionally.

Training Coordinator

West Penn Multi-List Inc.
Pittsburgh
05.2012 - 10.2019
  • Designed, created, and facilitated adult education courses on software and technology for Pennsylvania's second largest MLS service from the ground up.
  • Educated over 7000 realtors, brokers, and other professionals on technology, MLS rules and regulations, and software updates.
  • Promoted communication and resource sharing among real estate professionals and training coordinators nationwide.
  • Served as SME for Corelogic Software, beta testing MLS software and presenting at conferences and webinars.
  • Performed task analysis, scope and assess pipeline projects, and evaluated existing documentation to identify appropriate training approaches and content.

Senior Account Representative

ECSI
Pittsburgh
07.2008 - 05.2012
  • Pioneered and implemented new policies and procedures to streamline call center processes including its first formal training program.
  • Supervised daily production in a customer service environment.
  • Led development sessions for current and tenured employees.
  • Acted as SME for Federal and Private Institution Loans, privacy regulations, electronic billing systems.
  • Created and hosted webinar training sessions on the company intranet and LMS for higher education institution employees.
  • Managed high volume inbound and outbound phone queues and maintained relationships with federal credit bureau reporting agencies.
  • Served as a coach and mentor for all new hires during their probationary period and provided feedback to them on their career path within the company.

Education

Bachelor of Arts - Communications and Journalism

West Liberty University
West Liberty, WV

Skills

  • LMS systems and e-learning design
  • Compliance training management (HIPPA)
  • Salesforce and CRM platforms
  • Communication tools and platforms
  • Project management software
  • Stakeholder engagement
  • Content development and training delivery
  • Adult learning principles
  • Knowledge management strategies
  • Performance consulting

Timeline

Learning and Development Specialist

Homethrive
11.2024 - 05.2025

Training Specialist

Papa Inc.
06.2023 - 08.2024

Client Services Liaison

Steep Rock Inc.
02.2023 - 06.2023

Lead Trainer & Senior Software Support Analyst

ConnectiveRX
10.2019 - 02.2023

Training Coordinator

West Penn Multi-List Inc.
05.2012 - 10.2019

Senior Account Representative

ECSI
07.2008 - 05.2012

Bachelor of Arts - Communications and Journalism

West Liberty University

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