Customer Service Project Manager

Odette Santiago-Elmer *

ODETTE SANTIAGO-ELMER

Sanford, FL 407-***-**** Email: *******@*******.*** PROFILE

Dynamic consultant, training leader, and project manager with a proven record of driving business performance through strategic learning, talent development, and enterprise software implementation. Skilled in leading global initiatives that integrate learning, performance, and talent management systems to optimize workforce capability and organizational outcomes. Experienced in managing cross-functional teams and delivering scalable training programs across private and public sectors, including federal and local government. Recognized for translating complex systems into practical learning solutions, fostering strong client partnerships, and consistently achieving results in fast-paced, high-stakes environments.

EXPERIENCE

Consulting & Management

• Directed full-cycle project management for complex SaaS implementations, consistently delivering projects on time and within budget through effective scope, change control, timeline, and resource management.

• Conducted organizational performance analyses to design competency mapping and career pathing strategies tailored to diverse U.S. and global client needs.

• Partnered with cross-functional teams and client stakeholders to define project goals, develop comprehensive project plans, and ensure strategic alignment across all phases of execution.

• Led large-scale enterprise software rollouts impacting up to 500K users across learning, performance, talent management, and invoicing automation platforms, ensuring seamless implementation and user adoption.

• Built and maintained strong client relationships, driving stakeholder engagement, solution adoption, and project success through proactive communication and consultative partnership.

• Supervised and mentored instructor teams, developing certification programs and onboarding frameworks to enhance delivery quality, consistency, and scalability across training operations. Training & Analysis

• Led end-to-end LMS training and education consulting for diverse audiences—including clients, internal teams, and partner organizations, to ensure successful system adoption and user proficiency.

• Conducted in-depth post–go-live usability analyses, leveraging task-role mapping, user surveys, and system usage data to identify performance gaps and deliver actionable optimization strategies.

• Designed and delivered scalable training programs for over 4,000 employees, addressing enterprise software systems, safety compliance, quality assurance, team effectiveness, and leadership development across public and private sectors.

• Recognized industry expert and guest presenter, featured by Training Magazine (“Creating a Blueprint for Engaging Training Programs”) and ATD (“The Nuts and Bolts of Creating Engaging Training Programs”) for thought leadership in instructional design and learner engagement. Design and Documentation

• Designed strategic software training plans for end users and administrators, applying a “learning nuggets” approach to modularize content and tailor delivery by user role and business need.

• Redesigned and developed comprehensive training curricula for the Meridian LMS, integrating job aids, self-paced eLearning, and instructor-led sessions to maximize learner engagement and retention.

• Created and customized training materials aligned with client workflows and requirements, ensuring clear communication, effective knowledge transfer, and long-term usability.

• Revamped consulting documentation for Cor360 and Corcentric Platform implementations, improving structure, clarity, and efficiency for both internal teams and client delivery. Odette Santiago-Elmer 2

EMPLOYMENT HISTORY

2023 – 2025 Lead Consultant, C&R Solutions LLC, Fairfax, VA 2017 – 2023 Senior Implementation Consultant, Corcentric, McLean, VA 2013 – 2017 University Manager / Consultant, Meridian Knowledge Solutions, Herndon, VA 2000 – 2013 Project Manager / Implementation Consultant/Lead Instructor, Saba Software, Inc. Redwood Shores, CA

1996 – 2000 Sr. Instructional Designer- Trainer/ Consultant, WPI Inc., Rockville MD EDUCATION/CERTIFICATIONS

Brainbench Certifications TM Training & Delivery Education Brainbench Certifications TM Listening Skills

Saba Software Developing Job Aids for Peak Performance Saba Software Optimizing Human Performance / Front End Analysis Methodology Langevin, Inc. Instructional System Designer; Master Trainer Zenger-Miller Facilitator, Management & Team Building Drexel University Chemical Engineering

Catholic University of Puerto Rico Pre-engineering Program COMPUTER SOFTWARE EXPERIENCE

Saba Enterprise Google Workspace Webex SharePoint

Meridian Global Suite Cornerstone OnDemand Articulate Storyline Adobe Captivate Adobe Connect Camtasia MS Office Suite GoTo Suite

Corcentric Platform JIRA Cor360 SalesForce

CORE COMPETENCIES/SKILLS

• Project, Program & Performance Management: End-to-end project execution; scope, schedule & budget management; Change control & stakeholder alignment; risk assessment & mitigation planning; resource allocation & capacity planning; project lifecycle management (Agile & Waterfall); KPI tracking & performance reporting; client and vendor relationship management; project documentation & status reporting; post- project evaluation & continuous improvement.

• Training & Development: Strategic learning plan design; instructor-led & self-paced training delivery; certification programs; Learning management systems (LMS).

• Instructional Design & Content Development: Curriculum design; custom documentation; learning nugget/microlearning strategies; job aids & performance support tools.

• Software Implementation & Consulting: SaaS implementation; enterprise system rollout; client engagement & adoption strategy; user acceptance testing (UAT).

• Data & Systems Analysis: Task-role mapping; post-Go-Live usability analysis; data migration planning; metrics tracking & gap analysis.

KEY PRESENTATIONS

Creating a Blueprint for Engaging Training Programs, Guest Speaker for ATD, July 2016 The Nuts and Bolts of Creating an Engaging Training Program, Guest Speaker for Training Magazine, April 2016

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