Lily Phitsamay

Experience

1. Sr Training Manager

   ServiceNow

   Sep 2019 — Present

   Lead developer of training content and delivery for global Dynamics CRM deployment Lead the curricula development, providing visually appealing, high impact and high-quality training content across a range of modalities (e-learning, instructor-led training, train-the-trainer, Sales Kick Off, new hire on-boarding, tool demonstrations, simulations, job aids, and videos) Create and implement a training strategy that aligns with the CRM program operating model, based on change impact assessments Develop and execute role-based training plans including training delivery (over 60 vILT sessions) o Cost avoidance of $4M Engage with program leaders and business influencers (program executives, product managers), and project teams (agile scrum teams, change managers) Measure the effectiveness of the training activities via surveys and KPIs o Achieved NPS Score 80 (over target) for training content relevance and quality of delivery o 3600 (80%) Sales users trained globally (70% targeted)

Education

• California State University East Bay

  Bachelor's Degree, Business Administration/Finance

  2005

• California State University East Bay

  Master's Degree, Multimedia

  2014

• Ohlone College

  Associate's Degree, Business Administration and Management, General

  2003