Oliver Daniel Craig

Daniel Craig-|- | LinkedIn PROFILE SUMMARY Dedicated program manager with a strong background in Psychology and Business Administration, complemented by a Google Project Management certification. Demonstrated proficiency in comprehensive content development, video production, and editing. Proven skills in project management, instructional design, and fostering effective cross-functional collaboration. Adept at designing and delivering impactful training programs with a focus on engaging audiences and aligning with business objectives. A strategic thinker with exceptional leadership capabilities, committed to creating and maintaining high-quality learning experiences that drive organizational success. CORE COMPETENCIES Designing and developing effective learning materials and experiences that align with learning objectives and organizational goals. Creating engaging and relevant content for various learning formats, including e-learning modules, videos, and interactive materials. Ability to effectively plan, organize, and oversee the execution of learning and development initiatives, ensuring timely delivery and successful implementation. Working collaboratively with various teams, stakeholders, and subject matter experts to ensure the accuracy and relevance of learning materials and programs. Crafting comprehensive training programs that cater to diverse learning styles and needs, incorporating innovative and effective instructional strategies. Proficiency in utilizing various e-learning tools and technologies to enhance the learning experience, such as learning management systems (LMS) and multimedia production tools. Conducting thorough assessments to identify learning needs and gaps within an organization, thereby designing targeted and relevant learning interventions. PROFESSIONAL SKILLS HR Management Staffing and Resource Management Team Management and Leadership Training and Development Digital Asset Management Product Testing and Quality Assurance Resource Planning Communication and Interpersonal Skills Customer Service and Support Cloud-Based Solutions PROFESSIONAL WORK EXPERIENCE IMS Consulting & Expert Services Marketing Operations Specialist | July 2023 Orchestrated the successful execution of four website builds as an internal project manager. Ensured seamless coordination with external web agencies, guaranteeing adherence to timelines and maximizing project efficiency. Spearheaded the conceptualization, design, and implementation of the IMS bookstore as an Amazon Affiliate Partner, leveraging comprehensive research and innovative design strategies. Directed the production efforts for IMS education content, pivotal to the website launch scheduled for January 2024. Held accountability for maintaining brand integrity and adherence to brand guidelines during the launch of new websites. Oversaw and facilitated the globalization process of the IMS UK website, ensuring alignment with international standards and strategic objectives. Xero | (SaaS Accounting Solution) Lead Instructional Designer | December 2021 – June 2023 Over saw a team of four instructional designers / content producers tasked with testing, and maintenance of visually captivating digital educational content in alignment with company standards. Provided comprehensive training and guidance to team members reporting to me, enhancing the creation of compelling in-product videos and elevating overall content quality, thus amplifying customer satisfaction. Fostered seamless collaboration with diverse global and regional teams spanning education, customer support, media, and motion graphics to ensure efficient content production and delivery. Implemented in app video content to help educate end users as they were actively using Xero product. 33 videos were eventually added to Xero resulting in a 15% reduction in support tickets. Directed end-to-end production processes for prominent in-product educational content, including audio recording, screen capture, editing, and integration of motion graphics, ensuring adherence to project timelines and specifications across cross-functional global teams (AU, UK, NZ). Developed and curated training materials and meticulous documentation outlining best practices, contributing to team proficiency and knowledge sharing. Managed content storage procedures and maintenance strategies for the Digital Education team, ensuring accessibility and organization of production assets. Provided expert guidance on instructional methodologies and technical intricacies related to production assets, facilitating the creation of impactful educational content. Cultivated effective communication channels and fostered collaborative relationships with team members and stakeholders, facilitating streamlined workflows and project success. Leveraged creative ingenuity and meticulous attention to detail to craft visually compelling content tailored to audience needs and brand standards. Implemented robust file management practices utilizing the Digital Asset Management system (Brandfolders) to safeguard finished project assets and streamline accessibility. Instructional Designer | November 2012 - December 2021 Orchestrated the production, testing, and upkeep of customer-facing digital education content across diverse formats, including video, animation, eLearning, and presentation materials. Instructional design lead for global Xero certification course for 7 regions. (63 individual lessons) Lead designer for Xero Payroll certification courses in AU, NZ, US and UK. Collaborated closely with global and regional education, media, and motion graphics teams to ensure alignment with company objectives and standards. Contributed to production processes, including screen capture, audio recording, video editing, and integration of motion graphics, ensuring adherence to quality, branding, and style guidelines. Conducted rigorous quality assurance checks on all productions to uphold Xero's standards of excellence and consistency. Customer Success Manager, November 2012 - November 2013 Led and managed the customer support team, ensuring outstanding customer support and effective team performance. Reviewed, classified, and prioritized customer support requests based on SLAs and urgent priorities. Assigned, reassigned, prioritized, and escalated team tickets based on Xero guidelines. Collaborated globally with team leaders to handle HR requirements. Managed, trained, mentored, and monitored team members' productivity and quality through the customer support process. Sage Software Customer Support Manager | December 1999 - November 2012 Led the support team for Sage’s cloud-based business solution (Sage One). Established effective support coordination between all offices in the US and Canada (Sage 50 / Peachtree Accounting). Ensured adequate staffing for product support. Contributed to customer support decision-making and initiatives to enhance the customer experience. Developed efficient electronic and telephone support models. Acted as a product expert, supporting the SVP of support and services. Implemented programs to improve customer experience and reduce support call duration. Represented customer support in product development testing and quality assurance. Created and developed processes, procedures and personnel startup for Peachtree electronic support Managed electronic services for Peachtree support team. Developed metrics for chat support that was not previously offered to Sage customers Created methods for hiring electronic support analysts Designed custom reports to show electronic metrics are being met by all of Sage offices Recruited and developed potential support analysts for technical call center staff Monitored analysts’ customer contacts for technical accuracy Reviewed content for service release updates for end user impact Primary contact for sales and service teams for resolving customer escalations Coached team members on a regular basis to meet Sage Software standards Generated a social media footprint for the Peachtree product line as another venue for customers to contact Sage, these include Facebook posts as well as a twitter feed. EDUCATION Bachelor of Science (BS) in Psychology and Business Administration from Troy University, AL Google Project Management Certification (Credential ID: DG4CHE45XCSR) TECHNICAL PROFICIENCIES Camtasia (certified) SnagIt (certified) Final Cut Pro Adobe Creative Cloud Intellum Evolve Google G Suite Adobe Captivate Cornerstone Litmos Appinium Brightcove Vimeo YouTube Microsoft Office