Tim Bakeris
Las Vegas
Summary
Strategic learning leader with a track record of modernizing training for over 1,250 employees across multiple countries. Implemented innovative AI-assisted content strategies, achieving a 30% reduction in training production time and significantly enhancing new hire readiness through efficient onboarding processes.
Overview
12
12
years of professional experience
Work History
Senior Manager, Learning & Development
DRAFTKINGS INC.
Las Vegas
08.2023 - 05.2026
- Led strategy, growth, and modernization of learning for 1,250+ Customer Experience and Risk Operations employees across the United States, Mexico, Colombia, South Africa, and India.
- Led multi-level L&D team of two direct-report leaders and seven indirect reports, managing curriculum strategy, governance, and learning operations across Docebo, Lessonly, and Centrical to drive effective learning initiatives.
- Built seven specialized onboarding tracks, reducing onboarding duration from eight to six weeks and time-to-proficiency from 10-12 weeks to 5-6 weeks to enhance new hire readiness.
- Introduced custom ChatGPT workflows, Articulate AI, Adobe Firefly, and Powtoon that accelerated first-pass development and reduced training-content production time by 30% while preserving human review and quality control.
- Partnered with Knowledge Management to synchronize training and frontline content, generating several hundred Zendesk macros that improved agent response times and consistency.
Learning & Development Manager
DRAFTKINGS INC.
Las Vegas
06.2022 - 08.2023
- Redesigned and launched scalable customer experience onboarding, including instructor-led class for 40+ participants, then expanded L&D ownership to risk operations for enhanced training reach.
- Developed role-based curricula and coached learning professionals to ensure consistent training and improve frontline customer interactions.
- Built agile content-development processes with product, legal, compliance, HR, operations, customer experience, risk, and subject-matter experts to quickly adapt to product and policy changes.
CX Manager
DRAFTKINGS INC.
Las Vegas
06.2021 - 06.2022
- Developed eight team leads overseeing 160 representatives, utilizing quality, productivity, and handle-time data to inform coaching and staffing decisions for continuous improvement.
- Oversaw daily operations and ensured compliance with company policies.
- Managed staff schedules and coordinated team activities for peak performance.
- Trained new employees on operational procedures and company standards.
CX Team Lead
DRAFTKINGS INC.
Las Vegas
10.2020 - 06.2021
- Led 23 representatives through rapid growth and transition to remote work, implementing performance monitoring, coaching, and accountability practices to enhance team effectiveness.
- Led project teams to enhance product offerings and operational efficiency.
- Facilitated cross-departmental communication for streamlined workflows and collaboration.
- Developed training programs for new team members to ensure skill proficiency.
Customer Support Manager
ActiveCampaign
Chicago
09.2017 - 11.2018
- Managed customer support team to enhance service quality and efficiency.
- Enhanced metrics and reporting, and facilitated product, communication, and issue-resolution training for onboarding and ongoing development by leading 8-10 omnichannel support representatives.
- Developed training programs for new support staff to improve skills.
- Implemented feedback systems to gather customer insights and improve service.
Technical Support Manager
GoHealth
Greater Chicago Area
07.2016 - 08.2017
- Managed technical support team to resolve customer inquiries efficiently.
- Redesigned ticket workflow and onboarded two analysts, overseeing technical support operations and escalations to enhance service delivery.
- Streamlined ticketing system to enhance issue tracking and resolution.
- Developed training materials for new support agents and ongoing education.
Head of Customer Support
Venmo
Greater Chicago Area
01.2014 - 07.2016
- Scaled the internal support organization from four to 85 representatives and established an offsite center with 30 additional Tier 1 agents.
- Sourced, configured, and implemented Zendesk; established performance and quality processes; rebuilt onboarding to enhance user experience; trained organization on new platform and hired dedicated trainer.
- Created foundation for internal documentation and customer-facing knowledge-base content while developing six team members into management roles.
Education
B.A. - Educational/Instructional Media Design
University of Arizona Global Campus
01-2027
Skills
- Onboarding strategy
- AI-Assisted Content Development
- Performance Analytics
- Customer Journey Mapping
- Knowledge management
- LMS/CMS Administration
- Learning platforms
- Docebo
- Zendesk
- Stakeholder management
- Global & Remote Enablement
- ChatGPT/custom GPTs
- Storyline development
- Visual Content Design
- Interactive Video Development
- Confluence
- Notion
Personal Information
Title: Knowledge & Training Leader | Support Enablement | AI-Enabled Learning
Additional Relevant Experience
- Support, Venmo, 2013-2014
- Support, Braintree, 2013-2014
- In-Store Guest Trainer, Visual Merchandising Lead & Specialist, Apple, 2007-2013
Core Expertise
- Training Strategy & Onboarding
- Knowledge Management & Support Content
- AI-Assisted Content Development
- LMS/CMS Administration
- Customer Experience Operations
- Performance Analytics
- Global & Remote Enablement
- Cross-Functional Stakeholder Management
Timeline
Senior Manager, Learning & Development
DRAFTKINGS INC.
08.2023 - 05.2026
Learning & Development Manager
DRAFTKINGS INC.
06.2022 - 08.2023
CX Manager
DRAFTKINGS INC.
06.2021 - 06.2022
CX Team Lead
DRAFTKINGS INC.
10.2020 - 06.2021
Customer Support Manager
ActiveCampaign
09.2017 - 11.2018
Technical Support Manager
GoHealth
07.2016 - 08.2017
Head of Customer Support
Venmo
01.2014 - 07.2016
B.A. - Educational/Instructional Media Design
University of Arizona Global Campus