The Work

99% certification completion across 775+ dealerships.

Challenge: A national automotive retailer’s network spanned sales, service, parts, and warranty, with training and certification fragmented across every function. Inconsistent capability meant inconsistent customer experience at the point of sale.

What I did: I applied a proprietary transformation framework to redesign curricula, certification architecture, and governance across all four business functions, aligning every standard to the performance the business actually needed at the dealership. All based on their customer journey and experience.

Impact: 99% certification completion, improved process efficiency, and measurable ROI across dealership operations, capability that held after rollout rather than spiking during it.

A fractured dealer network across 4,200 locations, rebuilt.

Challenge: The company’s global dealer training spanned 4,200 locations in 13 languages, and it was broken. Content was outdated and disconnected from the shop floor, and new product training arrived up to a year after machines reached dealerships. Dealer performance was paying for it.

What I did: Over 18 months, I led the full capability redesign from discovery through execution, sponsored by the VP of Customer Success and based on their customer experience journey. I defined five core dealer roles, built a tiered curriculum architecture to kill duplication, and created a measurement map tied directly to dealer KPIs and the company’s core customer commitment.

Impact: Measurable impact on certification architecture, adoption governance, and the customer experience objective the business was built around, scale and consistency where there had been neither.

65% platform adoption in the first month.

Challenge: A global enterprise learning platform was being rolled out company-wide, but a new system only creates value if people actually use it. Adoption, not implementation, was the real risk, and most platform launches stall exactly there.

What I did: I led the learner research and content strategy behind the global rollout, shaping the adoption governance and engagement approach around what would actually pull people in, rather than assuming access would drive usage.

Impact: 65% platform adoption within the first month, driven by a targeted engagement strategy that built curiosity and folded the platform into daily workflows from the start.