Summary
Learning Developer and Knowledge Manager with 7 years of experience driving adoption of innovative technologies and scalable enablement programs in high-growth SaaS environments. Expert at translating complex technical material into engaging learning experiences through UX writing, technical documentation, and instructional content that drive measurable business outcomes. Proven track record in cross-functional collaboration, data-driven program optimization, and delivering 98% adoption rates for new technology rollouts across Sales, Customer Success, Technical Support and Product teams. Skilled at translating complex strategies into engaging, user-first content and cohesive employee journeys through AI-powered content creation and data-driven improvements that drive adoption, performance, and growth.
Professional Experience
Sr. Product Learning Developer
(Knowledge Management Lead)
June 2025 – August 2025
SchoolMint
- Directed enablement strategy and execution, utilizing instructional design standards, across 3 departments: Customer Success, Product & Development, and Sales teams, supporting employee and customer success.
- Configured and maintained Learning Management System platforms, optimizing content structure, user experience, and reporting for over 100 learners; utilized HTML/CSS to manage the visual design of the LMS and Zendesk portals for customers.
- Delivered learning program refreshes that enabled 98% adoption of new product updates, monitored through LMS reporting and validated by reductions in support requests tracked in Zendesk.
- Designed scalable learning solutions serving over 80 internal learners for new product launches, internal tools, and major updates.
- Analyzed learner data to refine training effectiveness and inform content improvements while collaborating with stakeholders and SMEs to identify skill and knowledge gaps to prioritize training initiatives.
- Engineered and launched a centralized knowledge management system, integrating with LMS, Confluence, and Zendesk to improve cross-team product knowledge and product adoption.
- Introduced and applied new technologies, including AI tools, to improve learning delivery and engagement.
- Applied UX writing principles to create clear, concise interface copy and help documentation, improving user comprehension and reducing support tickets by creating intuitive product experiences.
- Authored and maintained comprehensive technical documentation, including user guides, product specifications, and in-app microcopy, collaborating with Product and Customer Success to ensure clarity and alignment with user needs across the product lifecycle.
Product Learning Developer
January 2021 – June 2025
SchoolMint
- Developed interactive learning content, technical job aids, and UX-focused documentation for Customer Success, Product, and Sales teams, ensuring consistent voice and clarity across all user touchpoints.
- Led training needs assessments using surveys and interviews to guide learning strategy.
- Directed collaboration with SMEs to design training for 5 software products, becoming a product expert.
- Managed LMS content and tracked progress for 50–80 learners.
- Introduced new delivery methods, increasing learner engagement by 30%.
- Delivered a custom training program based on adult learning theory, boosting engagement by 42% and retention by 38%.
- Oversaw multiple learning projects while meeting deadlines and quality standards.
- Developed and applied evaluation strategies over a 12-month period, analyzing pre- and post-training assessment data for 80+ learners using surveys to measure learning impact and refine curriculum.
Onboarding Customer Success Manager
September 2018 – January 2021
SchoolMint
- Managed full implementation lifecycle for 50+ clients across 4 SaaS products.
- Trained over 100 end users and maintained ongoing client support.
- Resolved technical issues and advised clients on product best practices.
- Authored comprehensive technical documentation including user guides, implementation roadmaps, and product walkthroughs, applying plain language principles to complex technical concepts.
- Mentored new team members through group sessions and 1:1 support for up to 40 staff.
Education
M.S., Learning Experience Design & Educational Technology
Western Governors University August 2025
B.A., English
University of Louisiana at Lafayette May 2016
Skills
Hard Skills:
Learning Experience Design, Instructional Design, Technical Writing, UX Writing, ADDIE, Knowledge Management, Adult Learning, LMS Administration, Sales Enablement, Storyboarding, User Documentation, Information Architecture, Product Adoption, Data Analysis, Project Management, Document Design, WCAG Accessibility Standards, E-Learning Development, AI Integration, Content Development, Assessment Development, Learner Engagement, SaaS Implementation, Content Strategy, Multimedia Design, Video Editing, UX/UI Design, HTML/CSS, Microlearning, Just-in-Time Learning, Change Management
Technical Skills:
Atlassian, Jira, Confluence, Zendesk, Skilljar, TalentLMS, Camtasia, Trello, Navattic, Google Suite, Microsoft Office, Adobe, SharePoint, Articulate Rise, Tango, Salesforce, WalkMe, Zoom, Google Classroom, Canva, Asana, Notion, Airtable, Freshdesk, Figma, Pivotal Tracker, Highspot, LevelUp, ChatGPT, Claude AI, HTML/CSS, SCORM, API, SFTP