Career Summary

I am an experienced L&D Program Manager known for effective project management, impactful training programs, and stakeholder relationships. I’ve honed many skills in data analysis, facilitating retrospectives, and optimizing processes. I also have strong communication, problem-solving, and leadership abilities.

Experience

L&D Program Manager Shopify - March 2023 to Present

Impact

  1. Revamping current programs: Conducting needs assessments, aligning learning objectives within Shopify’s goals, and enhancing training effectiveness for improved outcomes.
  2. Optimizing learning experience: Evaluating current training content, recommending enhancements through data analysis, and adapting materials to evolving business needs, ensuring effective and efficient learning experiences.

Main Tasks

  • Conduct needs assessments and analysis to develop learning objectives aligned with organizational goals.
  • Design and create comprehensive training materials and programs, utilizing instructional design methodologies (e.g., ADDIE, SAM) to create effective and engaging learning experiences.
  • Research and select appropriate learning technologies and authoring tools for course development.
  • Collaborate with subject-matter experts, stakeholders, and instructional design team members to gather information and input for course development.
  • Evaluate training effectiveness through data analysis and feedback, recommending improvements for continuous enhancement.
  • Manage scheduling, logistics, and communication of training programs to ensure seamless execution.
  • Update training materials based on evolving business needs and industry best practices.
  • Collaborate with learning management system (LMS) administrators to upload and organize training content.
  • Conduct ongoing evaluation and analysis of training programs to assess effectiveness and recommend enhancements.
  • Provide guidance and support to instructors and trainers during the implementation of training programs.
  • Manage multiple projects simultaneously, ensuring adherence to deadlines and project milestones.

Quality Assurance Specialist (Education & Resources) Shopify -October 2021 to March 2023

Impact

  1. Enhanced Learning Outcomes: By evaluating the effectiveness of the QA training programs, identifying areas for improvement, and implementing necessary changes. This resulted  in improved knowledge acquisition, skill development, and overall performance outcomes for learners.
  2. Streamlined Processes and Stakeholder Management: Through establishing collaborative frameworks, implementing and reviewing internal processes, and effectively managing stakeholder relationships to efficient and effective project management. This ultimately lead to smoother communication, streamlined workflows, and successful project outcomes.

Main Tasks

  1. Analyzed, created, and published comprehensive monthly, quarterly, and annual reports, including regional and high-level information.
  2. Established collaborative frameworks to effectively manage stakeholders' relationships and ensure smooth communication.
  3. Implemented and reviewed internal processes with cross-functional teams, while delegating tasks and leading special projects.
  4. Developed engaging internal and external learning and development materials to enhance employee skills and knowledge.
  5. Evaluated the effectiveness of training programs, identified areas for improvement, and implemented necessary changes.
  6. Collaborated with subject-matter experts (SMEs) to leverage their knowledge in developing impactful training content.
  7. Contributed to the creation of resources related to tooling, processes, policies, and workflows to improve efficiency and productivity.
  8. Ensured a consistent, trustworthy, and smooth experience for Shopify users across various touchpoints.
  9. Audited interactions and reviewed merchant inquiries to maintain high-quality assistance and customer satisfaction.

Support Specialist - Shopify August 2021 to September 2021

Impact:

  1. Enhanced Customer Satisfaction: By providing timely, empathetic, and effective support, I managed to significantly improve user satisfaction ratings. I paid careful attention to customers' needs, providing tailored solutions that reflected their unique circumstances.
  2. Streamlined Support Processes: Through the analysis of common queries and feedback, I contributed to the refinement of support guidelines and procedures. This proactive approach led to a more efficient and responsive support process.

Main Tasks:

  1. Customer Support and Issue Resolution: My primary responsibility was to assist users with their inquiries and challenges, offering clear guidance and troubleshooting complex issues related to the Shop App.
  2. Feedback Analysis and Process Improvement: I analyzed user feedback and identified areas where the support process could be improved, collaborating with the team to implement changes that enhanced efficiency and effectiveness.
  3. Collaboration with Cross-Functional Teams: Working closely with development, product, and quality assurance teams, I provided insights from the customer perspective, ensuring that the app's functionality and features met user expectations.
  4. Documentation and Knowledge Sharing: I created and maintained comprehensive documentation for support protocols and frequently encountered issues, which served as a valuable resource for the support team and facilitated knowledge sharing.
  5. Ongoing Professional Development: Despite the short duration of my time in this role, I engaged in continuous learning and professional development to stay abreast of product changes, industry trends, and best practices in customer support.
  6. Adherence to Company Values and Standards: I consistently aligned my work with Shopify's values and standards, demonstrating a commitment to excellence, collaboration, and user-centric service.

Social Services Worker Pinecrest Queensway Community Health Centre March 2013 to March 2021

Impact:

  1. Enhanced Community Engagement: By establishing and fostering relationships with local community members, I was able to understand their unique needs and develop tailored support strategies. My efforts led to higher engagement and trust within the community.
  2. Improved Access to Services: I actively worked to identify and remove barriers that hindered access to essential health and social services. This approach resulted in more accessible and inclusive support systems for our clients.

Main Tasks:

  1. Client Assessment and Support: I conducted thorough assessments of clients' needs and situations to create personalized care plans, aligning them with available resources and services.
  2. Community Collaboration: I actively collaborated with various community agencies and stakeholders to ensure comprehensive support for clients. This included developing partnerships, coordinating services, and acting as a liaison between clients and organizations.
  3. Crisis Intervention: In times of urgent need, I provided immediate support and intervention, utilizing a variety of techniques and resources to stabilize situations and ensure client safety.
  4. Program Development and Evaluation: Drawing on insights from clients and community needs, I contributed to the development and continuous improvement of social service programs, ensuring they were responsive and effective.
  5. Education and Advocacy: I played a key role in educating clients and the broader community about available resources and rights, advocating for policy changes that promoted equity and inclusion.
  6. Ongoing Professional Development: My commitment to learning was evidenced by regular participation in professional development activities, ensuring my skills and knowledge were aligned with current best practices in social services.

Primary Teacher in Brazil 2004 - 2007

Impact:

  • Enhanced Language Proficiency: Through a blend of innovative teaching methods and culturally relevant materials, fostered students' understanding and proficiency in both Portuguese and English, laying a strong foundation for future academic success and global communication skills.
  • Cultural Integration: Integrated elements of Brazilian culture and English-speaking countries into the curriculum, promoting cultural awareness and appreciation among students, and helping them relate language learning to real-world contexts.
  • Individualized Growth: Tailored teaching strategies to individual learning needs, resulting in improved comprehension and academic performance, building confidence and curiosity in language learning.

Main Tasks:

  • Curriculum Development: Designed and implemented an engaging curriculum, combining the principles of Portuguese grammar and structure with English as a second language, aligned with national educational standards.
  • Innovative Teaching Techniques: Utilized interactive and multimedia tools, including games, stories, and visual aids, to make language learning engaging and effective for young learners.
  • Assessment and Evaluation: Regularly assessed students' language abilities through written and oral exams, quizzes, and participatory activities, providing feedback and adjustments to teaching strategies as needed.
  • Parent Collaboration: Engaged with parents and guardians to keep them informed about students' progress, challenges, and opportunities for at-home reinforcement of language skills.
  • Cultural Enrichment: Integrated Brazilian and English-speaking cultural elements into lessons, fostering global awareness and enhancing language comprehension through cultural context.
  • Continuous Professional Development: Pursued ongoing education and professional development in language teaching methodologies, staying up-to-date with best practices in bilingual education.
  • Student Support and Motivation: Provided individualized support to students, identifying their unique learning needs and styles, and motivating them through positive reinforcement and targeted teaching strategies.

Professional Development

As someone deeply committed to personal and professional growth, I consistently seek opportunities to expand my knowledge and skills, embracing a mindset of continuous learning that drives innovation and excellence in my work.

More Certifications here
  • Instructional Design Skills

    • Methodologies
    • Learning & Teaching Tools
    • Curriculum Development
    • Assessments and Evaluations
    • Needs Analysis
    • Content Adaptation
    • Continuous Improvement
    • LMS Management
    • Authoring Tools
  • Project and Stakeholder Management Skills

    • Project Management
    • Stakeholder Management
    • Strategic Planning
    • Cross-Functional Collaboration
    • Technology Adaptation
    • Agile Methodologies
    • Change Management
    • Team Leadership and Collaboration
    • Quality Assurance

Technology

As an L&D Program Manager in Instructional Design, I use a suite of tools to streamline the entire learning cycle.

Want to chat more about my background?