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My DEIA Statement
I have been a long time activist for equity and inclusion. I started back in 2000 when I founded Portland Pagan Pride and produced the event for 10 years. I've been an advocate for body inclusion and equal rights. But it wasn't until the last few years that I dove head first into DEI. Even though I am active in different Diversity Network Associations at Apple and part of the leadership team for PRIDE@Apple, there's so much more that I don't know and so much more that can be done. So often, one must just listen while lifting others' voices. Other times one must be a voice. For example, while working in the People Support department at Apple, I was provided an opportunity to build a training program from the ground up. I made sure to gather resources about accessibility, neurodivergence, color-blindness, and learning preferences. I surveyed neurodivergent employees asking what barriers they experience while learning and brought those results back to the department to improve training procedures. My passion is psychological safety (I plan on making my dissertation on the subject) and one can never feel psychologically safe if their workspace doesn't have a strong foundation in diversity, equity, and inclusion.
I belong to numerous marginalized communities, but I acknowledge I have privilege. I must use that privilege to do my best to make sure other people's barriers to education, safe workspaces, and life are removed. We all deserve a place to grow, evolve, and succeed. It is one of my life's goals to help make that happen for as many people as I possibly can.
Professional Experience
Apple, Inc
Sales/Service chat Sept 2011 - Present
30+ customer interactions per day, with an average customer rating of 91-100%.
Average Order Value +$1100 per chat.
Top 5 sales performer 2019-2023 out of department of 80.
One chat resolution for customer service billing and shipping issues.
Won Sales Chat contests for Q4 2021 for iPhone AC Attach and Q2 2022 Booked Close Rate.
Leadership March 2022 - Present
Volunteer Champion for PRIDE@Apple At Home Diversity Network Association.
Organize quarterly volunteering opportunities for at home employees.
Broadcast news and event info through company communication channels.
Leads Daily Downloads, weekly Team Meetings
Mentor for new hires and tenured specialists.
Instructional Design and Training Developer May - Nov 2022
Instructional Designer for the People Support team to help create a brand new training program for incoming People Support specialists, contractors, and vendors.
Shaped learning objectives with SMEs, gathered internal KB resources and external content from Apple's People site, and synthesized it all into succinct learning blueprints.
Developed Instructional Design resource library including materials on Bloom’s Taxonomy, Backwards Design, Gagne’s 9 Events of Learning, and Mayer’s Cognitive Theory of Multimedia Learning.
Designed and developed 35 training modules for Foundations, Pay and Compensation, Time Away and Leaves, and Benefits skilling groups.
Developed Branching Scenario templates using Keynote, PowerPoint, and PDF.
Created branching scenario modules for Pay and Time Away.
Created active learning activities and assessments using Keynote.
Created job aids and workbooks for self-guided learning modules
Quality control manager to make sure all finished modules adhered to project standards.
Flex Trainer 2017 - 2021
Facilitated virtual training for over 300 Sales and Service specialists, both Upskilling and onboarding New Hires.
Facilitated pivot training during COVID, bringing 1000 retail employees into at home sales and service phone and chat.
Skills Demonstration Evaluator and Subject-Matter Expert for Q1 New Product ramps.
Created and Facilitated multi-team meetings for sales/service on “Best AppleCare+ Attach Practices” and “Creative Empathy”. Q1 2021
Created job aids on Apple Store App Buy Flow and PayPal Sales and Service scenarios and distributed to entire RCC sales force Q2 2020.
Designed demo content and presented an “Introduction to Box” workshop Q1 2019.
Education
Idaho State University Instructional Design and Technology Ed.D - in progress
Portland State University PACE - Adult Education M.S. - Dec 2021
Portland State University Training and Development Grad Cert - Dec 2021
Portland State University Psychology/Communications B.S. - June 2010
University of Oregon Festival and Event Management Grad Cert - Dec 2009