Liliana Dávalos

Onboarding Engagement Manager

Brightcove

Jan 2023 - Current (2 years 7 months)

Lead onboarding for high-end clients, ensuring seamless integration and rapid product adoption of Brightcove's video solutions. Designed tailored onboarding strategies, decreasing time-to-value for new clients by 25%. Collaborated with cross-functional teams to streamline the onboarding process and boost client satisfaction, resulting in a 15% reduction in churn. Engaged with stakeholders to provide ongoing support and identify upsell opportunities, contributing to revenue growth. Monitored client progress and key performance indicators (KPIs) to ensure long-term success and loyalty. Worked along one of the biggest Real State companies worldwide, helping them create engaging videos for their customers to improve sales

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Instructional Designer

BlingABC

Apr 2022 - Jan 2023 (10 months)

Provided tailored ESL lessons to K-12 students, attaining a 90% satisfaction rate by employing engaging and interactive teaching methods. Facilitated the academic growth of more than 100 students, concentrating on enhancing their speaking, reading, and writing abilities. Leveraged data analytics to modify lesson plans based on student progress and individual needs. Collaborated with school staff and administration to design and execute professional development workshops focused on best practices in ESL education. Mentored new ESL teachers, providing guidance on effective instructional strategies and classroom management techniques, contributing to a more cohesive teaching team. Slack management.

Instructional Designer

ttec

Apr 2022 - Current (3 years 4 months)

- Create engaging learning activities - Create compelling course materials - Work with SME to identify the target audience's training needs - Analyze and apply trends and best practices in learning technologies and instructional design -Designed for various campaigns for schools, IT services, and Real State services to improve their sales -Slack management - Create supporting training material/media - Maintain training documentation and course folders updated

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IT Support T2

MidAmerica Logistics

Mar 2022 - Current (3 years 5 months)

- Performed moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems - End-to-end customer support - Problem identification and solving -Slack management - Hardware maintenance -Improved the sales process to create a smooth transition from prospects to clients - Server maintenance - Computer assembly - OS installation - Ticket routing and solving based on SLA - Upkeeping of help desk records - Inventory maintenance - Equipment deployment

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IT Manager

MidAmerica Logistics

Feb 2022 - Jan 2023 (1 year)

Directed the IT department, overseeing IT infrastructure, troubleshooting, and process improvements for a team of over 100 employees. Implemented new IT protocols and software solutions that increased department productivity by 20%. Led cross-functional IT projects, including implementing company-wide systems upgrades, which improved operational efficiency by 30%. Coordinated with different departments to identify IT-related challenges and deliver effective, scalable solutions. Developed and conducted training sessions for non-technical staff, improving overall IT literacy and reducing support requests by 40%. Managed vendor relationships, negotiated service contracts, and ensured timely support for critical IT services. Improved the sales

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Training

Quickcorps

Sep 2021 - Mar 2022 (7 months)

- Constant review and update of our Knowledge Base. - Content creation of new KBs as per business needs - Training material development for newcomers and on the job employees. - Training program design and implementation based on an agile scrum framework. - Agile team management - SCORM based lessons for customers and employees -Trained newcomers to improve their sales abilities

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Customer Service

Quickcorps

Oct 2020 - Sep 2021 (1 year)

- Provide technical guidance to customers who need to place orders - Order report management. - Monitoring pending requests and making sure that they are properly solved or routed to the next point of service. -Sold additional products while serving customers. - Ensure our KB was properly updated to comply with US Federal law modifications.

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ESL Teacher

BlingABC

Dec 2019 - Jan 2022 (2 years 2 months)

- Large group management. - Create and manage lesson plans for special education students. - Communicate with other teachers and parents to help meet students' educational needs. -Slack management. -Trial lessons for sales. - Constant interaction with the rest of the team to make courseware corrections.

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Senior Learning Specialist

Bizee (formerly Incfile)

Oct 2019 - Feb 2022 (2 years 5 months)

Directed the IT department, overseeing IT infrastructure, troubleshooting, and process improvements for a team of over 100 employees. Implemented new IT protocols and software solutions that increased department productivity by 20%. Led cross-functional IT projects, including the implementation of company-wide systems upgrades, which improved operational efficiency by 30%. Coordinated with different departments to identify IT-related challenges and deliver effective, scalable solutions. Developed and conducted training sessions for non-technical staff, improving overall IT literacy and reducing support requests by 40%. Managed vendor relationships, negotiated service contracts, and ensured timely support for critical IT services.

ESL Tutor

DaDaABC

Aug 2018 - Jan 2022 (3 years 6 months)

- Small group management. - Homework assignment customized for students with special learning styles. - Create and manage lesson plans for special education students. - Communicate with other teachers and parents to help meet students' educational needs. -Slack management. - Constant interaction with the rest of the team to make courseware corrections.

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MPS Management

HPM, Inc

Oct 2017 - Dec 2019 (2 years 3 months)

- Elaborate manual and virtual orders for final processing. - Implement agile techniques to improve team eficiency. - Elaboration of training materials and training sessions to educate newcomers and prospect customers.

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MPS Order Processing Specialist

Bizee (formerly Incfile)

Oct 2017 - Dec 2019 (2 years 3 months)

Managed the processing of multi-vendor print service (MPS) orders, ensuring timely and accurate fulfillment for a global customer base. Coordinated closely with the sales and procurement teams to maintain a seamless order pipeline, achieving a 98% on-time delivery rate. Acted as the primary point of contact for escalated client issues, resolving complex order-related problems within a 24-hour timeframe. Trained new team members on order processing procedures and the MPS system, reducing the onboarding time for new hires by 25%. Implemented process improvements that enhanced order accuracy and reduced processing time by 15%.

Sr. Technical Support Associate

Dell

Nov 2015 - Mar 2017 (1 year 5 months)

- Report system issues to the proper IT area through a ticketing system. - Assist customers via email and phone with technical problems. - Assist trainers in the elaboration of material to keep employees updated. - Contact customers regarding OMG tickets and reported issues to ensure optimal technical deployment. - Onboarded newcomers and guided them OTJ. - Weekly system reports procurement.

Liliana Dávalos

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Liliana Dávalos