Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Rachel LaCroix

Annandale,VA

Summary

Dedicated certification professional seeking opportunities to work on a collaborative team. Enthusiastic program manager with 8 years of experience applying creative and analytical approaches to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels at building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced environments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Certification SME Program Manager (II)

Amazon Web Services, Inc. (AWS)
04.2019 - 12.2024
  • Facilitated Job Task Analysis (JTA) and Item Development workshops (IDWs) to create and review content for high-stakes certification exams, including the AWS Certified AI Practitioner.
  • Lead development projects including automations, tool enhancements, and integrations with three SaaS vendors. Created and maintained process documentation, monthly newsletters, and training videos to support team usage of the platforms.
  • Continuously engaged cross-functional stakeholders, analyzed survey data, and evaluated program needs to Identify areas of improvement. Developed creative solutions to empower team members and prioritize feature requests for our SaaS platforms.
  • Attended courses to learn about generative AI, and incorporated AI tools into existing processes to streamline and innovate.

Certification SME Program Manager (I)

Amazon Web Services, Inc. (AWS)
04.2018 - 04.2019
  • Launched formal Subject Matter Expert (SME) program in 2018.
  • Led the expansion of the program to include thousands of internal and external SMEs, whose technical expertise is essential for the creation and maintenance of AWS' industry-leading credentials.
  • Developed the tools and processes to recruit, vet, track participation, issue incentives, and evaluate internal and external SMEs.
  • Onboarded, managed, and collaborated with third-party data management SaaS vendor to support SME program.
  • Led creation of marketing and incentive products for SME program, including digital badges, branded merchandise, public recognition, and promotional videos.

Certification Coordinator

Amazon Web Services, Inc. (AWS)
09.2017 - 04.2018
  • Responded to a high volume of certification support cases in an accurate and timely manner while providing outstanding customer service
  • Created and maintained response templates that addressed common trends and new changes to the program for all certification support cases
  • Collaborated with and supported regional training coordinators regarding certification-related cases
  • Tracked testing center location requests and communicate changes to regional contacts.

Member Service Center Representative, Certification Associate

Community Association Managers International Certification Board (CAMICB)
02.2016 - 09.2017
    • Coordinated the Certified Manager of Community Associations (CMCA) recertification and reinstatement process: created and executed mailings, processed recertification and reinstatement applications, verified documentation and compliance, and ensured accurate data and record management
    • Facilitated the CMCA continuing education program: assembled course submissions and distributed them to the Continuing Education Committee and provided all administrative services associated with the program
    • Served as primary resource for telephone and email inquiries regarding all aspects of the CMCA program.

ESOL Instructor

Arlington Education & Employment Program (REEP)
09.2014 - 08.2016
    • Created lesson plans for multi-level adult ESOL (English as a Second Language) classes and taught lessons encompassing a range of skill-building activities for speaking, writing, reading, and listening that employed kinesthetic, visual, and auditory approaches to make lessons interesting and interactive
    • Instructed students through life-skills-based curriculum and conducted small group and individual classroom activities based on differentiated learning needs.

Recruiting Coordinator

MicroStrategy Inc.
03.2014 - 08.2014
    • Improved communication efficiency as primary liaison between recruiters, hiring managers, and candidates both in person and remotely
    • Communicated with candidates via phone, email and in person to answer questions and ensure a smooth interview experience.

Receptionist

InfoReliance and Shirlington Village Condominium
08.2013 - 01.2014
    • Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

Education

Bachelor of Arts: International Studies and Spanish -

University of Wisconsin-Madison
Madison, WI
01.2013

Skills

Problem solving | Strategic alignment | Data tracking and analysis | Written communication | Project management | Microsoft Office tools | LMS management

Certification

AWS Certified Cloud Practitioner | Cornell University Project Management Certificate

Timeline

Certification SME Program Manager (II)

Amazon Web Services, Inc. (AWS)
04.2019 - 12.2024

Certification SME Program Manager (I)

Amazon Web Services, Inc. (AWS)
04.2018 - 04.2019

Certification Coordinator

Amazon Web Services, Inc. (AWS)
09.2017 - 04.2018

Member Service Center Representative, Certification Associate

Community Association Managers International Certification Board (CAMICB)
02.2016 - 09.2017

ESOL Instructor

Arlington Education & Employment Program (REEP)
09.2014 - 08.2016

Recruiting Coordinator

MicroStrategy Inc.
03.2014 - 08.2014

Receptionist

InfoReliance and Shirlington Village Condominium
08.2013 - 01.2014

Bachelor of Arts: International Studies and Spanish -

University of Wisconsin-Madison

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Rachel LaCroix