Sophia McGregor
Nanaimo,BC
Summary
Experienced Product Trainer with a proven track record in delivering engaging and effective training programs for social media platforms. Skilled in developing and delivering comprehensive training materials, including presentations and workshops. Adept at tailoring training content to meet the diverse needs of users, from beginners to advanced professionals. Committed to fostering a positive and supportive learning environment that empowers individuals to maximize their use of Hootsuite.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Product Trainer
Hootsuite
12.2020 - Current
- Develop and deliver comprehensive training programs for the Hootsuite product including: Listening Powered by TalkWalker, Inbox 2.0, Analytics, Advanced Analytics, Create, and Plan
- Create and update engaging training materials, such as slide decks and presentations tailored to user level and client
- Assess user training needs and tailored programs accordingly to ensure maximum effectiveness
- Provide technical support and assistance to clients during and after training sessions
- Collaborate cross functionally with various teams to ensure alignment and effective communication
Enterprise Customer Support Advocate
Hootsuite
09.2018 - 12.2020
- Provided exceptional customer support to Enterprise clients through efficient technical troubleshooting and a deep understanding of the Hootsuite platform.
- Communicate cross functionally with key stake holders to identify bugs
and ensure client’s experience is seamless. - Exceeded quarterly targets by
meeting quality assurance, customer satisfaction and productivity scores.
Customer Support Advocate
Hootsuite
09.2017 - 09.2018
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
Education
Langara College
Vancouver, BC 09.2011 - 05.2013
Skills
Verbal Communication: Clear and concise communication, both in person and virtually
Written Communication: Ability to create engaging and informative training materials
Presentation Skills: Confidence and ability to deliver presentations that are catered to a clients needs
Curriculum Development: Designing effective training materials and programs
Instructional Design: Structuring training content for optimal learning
Facilitation: Guiding and engaging learners during training sessions
Assessment: Evaluating learner progress and understanding
Leadership Skills
Teamwork: Collaborating effectively with colleagues and subject matter experts
Time Management: Efficiently managing training schedules and resources
Problem Solving: Identifying and addressing challenges in training delivery
Timeline
Product Trainer
Hootsuite
12.2020 - Current
Enterprise Customer Support Advocate
Hootsuite
09.2018 - 12.2020
Customer Support Advocate
Hootsuite
09.2017 - 09.2018
Langara College
09.2011 - 05.2013
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