Roberta Bear
Lancaster,PA
Summary
Instructional leader with 20 years of experience designing and delivering high-impact learning for adults in both in-person and online settings. Known for grounding every course in research-based instructional best practices, clear learning outcomes, and inclusive, student-centered design. Skilled in curriculum development, hybrid and online facilitation, LMS-based instruction, assessment for learning, and collaborative leadership that drives meaningful growth for learners and teams.
Overview
20
20
years of professional experience
Work History
Vice President, Customer Experience
BrainPOP
05.2022 - Current
- Led initiatives to enhance customer engagement across digital platforms.
- Developed and implemented customer feedback systems to drive service improvements.
- Collaborated with cross-functional teams to optimize user experience and satisfaction.
- Analyzed customer data to identify trends and inform strategic decision-making.
- Championed a culture of continuous improvement in customer service operations.
- Established strong relationships with key clients, ensuring their needs were met and fostering continued business growth.
- Managed a high-performing Customer Experience team, setting goals, providing guidance, and evaluating performance against established benchmarks.
- Promoted a proactive approach to problem-solving within the organization by fostering an environment that valued creativity and innovation in addressing customer concerns.
- Conducted internal audits of existing processes to identify inefficiencies and recommend improvements for enhanced customer experiences.
- Initiated regular communication channels between departments to promote collaboration, ultimately benefiting the end-customer experience.
- Analyzed customer feedback data to identify trends and areas for improvement, leading to targeted action plans and positive outcomes.
National Advocacy Director
McGraw-Hill Education Inc.
01.2018 - 05.2022
- Led advocacy initiatives to promote educational equity and access across diverse communities.
- Developed strategic partnerships with educational organizations to enhance outreach efforts.
- Directed comprehensive training programs for advocacy staff, fostering professional development and team cohesion.
- Implemented targeted communication strategies to effectively engage stakeholders and raise awareness of key issues.
- Coordinated advocacy campaigns that aligned with organizational goals, ensuring consistency in messaging and branding.
- Mentored junior staff in advocacy best practices, enhancing team performance and effectiveness.
- Evaluated campaign outcomes to identify areas for improvement, driving continuous enhancement of strategies employed.
- Designed comprehensive training programs for staff members to enhance their advocacy skills and knowledge.
- Collaborated closely with other departments within the organization, ensuring alignment of advocacy efforts with broader organizational goals and objectives.
Manager, Professional Learning Services
IXL
07.2015 - 12.2017
- Developed and managed innovative learning modules, improving employee competency and product knowledge.
- Produced and strategically delivered critical customer support resources, enhancing self-service and reducing response times.
- Led professional learning team operations and continuous improvement initiatives, optimizing workflows and resource allocation for efficiency.
- Accelerated revenue by creating and facilitating impactful sales enablement training supporting key product launches.
- Streamlined new hire integration by developing and facilitating a scalable onboarding program, significantly reducing time-to-productivity.
- Delivered high-stakes professional learning facilitation for adult learners, including high-profile webinars, on-site workshops, and conference keynotes.
English Teacher
Manheim Central School District
08.2005 - 06.2015
- Developed engaging lesson plans aligned with curriculum standards.
- Implemented differentiated instruction strategies to accommodate diverse learning styles.
- Evaluated student progress through formative assessments and provided constructive feedback.
- Cultivated a positive classroom environment that encouraged student participation and collaboration.
Education
Bachelor of Arts - Theater
University of The Arts
Philadephia, PAMaster of Arts - Education
Cabrini University
Radnor, PA05-2012
Teaching Certification - Grades 7-12, English Education Certification
Millersville University
Lancaster, PA05-2005
Skills
- Leadership and management
- Strategic thinking
- Team building and motivation
- Data-driven decision making
- Exceptional communication
- Training and coaching
Timeline
Vice President, Customer Experience
BrainPOP
05.2022 - Current
National Advocacy Director
McGraw-Hill Education Inc.
01.2018 - 05.2022
Manager, Professional Learning Services
IXL
07.2015 - 12.2017
English Teacher
Manheim Central School District
08.2005 - 06.2015
Bachelor of Arts - Theater
University of The Arts
Master of Arts - Education
Cabrini University
Teaching Certification - Grades 7-12, English Education Certification
Millersville University