S. NICOLE WATSON

Driven customer success specialist with a mission to create long term relationships with clients. Proven ability to identify customer needs and provide solutions that increase customer retention and satisfaction.

Training and Development

• Serves as the primary trainer to upskill/reskill educators/customers with a focus on education practices, new technology, remote learning and learner engagement practices.
• Facilitates train the trainer sessions as needed to ensure training is optimized and programs meet the objectives to drive the job performance and skill proficiency of learners.
• Identifies appropriate internal/external partners to perform delivery utilizing various modalities including instructor led, virtual, eLearning and asynchronous and synchronous learning.
• Develops action plans, as needed, for individual development of assigned learners/cohorts.
• Assists in the annual planning of training and delivery calendar.

Curriculum Development

• Meets with assigned clients to conduct needs assessments to define learning and content needs to meet business/learning objectives.
• Evaluates learning solutions and measures impact to refine and enhance future recommendations or iterations of content.
• Identify education gaps and adjust content to meet various learning levels and adult learning styles.
• Acts as dedicated content writer and vets training content, ensuring consistent vernacular, tone, voice, terminology; manages the approval of visuals, graphics, and video/audio.
• Proficient at creating learning evaluation strategies to confirm learning objectives have been met.

Project Management

• Independently lead and engaged diverse teams on various types of projects in fast-paced virtual and in-person environments
• Provides oversight to leadership including updates on project scope, timeline, budget, risks, dependencies and deliverable outcomes
• Delivers data insights using identified metrics/KPIs for assigned projects.
• Identify, procure and manage outside vendors that are best suited for assigned projects, when required.
• Facilitates efficient meetings including producing detailed agendas, pre-reads and captures and records meeting notes and ensures action items are completed promptly.
• Completes and manages toll gate moments and artifacts.
• Served as program manager for D&I committee with a focus on cultural celebration months.