The Problem
As Ovation grew and scaled, the organization faced significant challenges:
Lack of centralized training resources, resulting in inconsistent onboarding for both internal staff and customers.
Fragmented and outdated documentation, making it difficult for users to find accurate, up-to-date answers.
Inefficient cross-functional communication about new features, bugs, and product changes.
High support ticket volume, much of it related to user misunderstanding or missing documentation.
No formal learning platform, limiting the company’s ability to train at scale.
These issues created friction across customer success, implementation, and engineering teams and limited the company’s ability to scale efficiently.
The Solution
I played a key role in building the company’s first structured learning and documentation ecosystem by implementing several strategic solutions:
Establishing a Scalable Learning Infrastructure
I researched, evaluated, selected, and launched a learning management system (Lessonly) for internal teams and customers, enabling standardized onboarding and training pathways with certification. To this end, I created repeatable processes for course development, content updates, LMS administration, and learner support.
Developing Comprehensive Training Content
I designed, produced, and maintained a full suite of video and written product trainings, assessments, and walkthroughs using Trello, Monday, Lessonly, and Camtasia. I ensured content aligned with real customer pain points, feature changes, and evolving workflows.
Strengthening Documentation & Knowledge Management
I overhauled the external knowledge base to ensure content accuracy, findability, and alignment with product releases. The knowledge base consisted of 230 articles, which I was responsible for creating, editing, and publishing. I optimized the knowledge base structure using user search patterns and best-practice information architecture.
Driving Cross-Functional Alignment
I collaborated with engineering, customer success, and implementation teams to identify training gaps, recurring customer pain points, and process improvement opportunities. I also contributed to the development of OKRs informed by customer behavior, support ticket patterns, and internal workflow challenges.
The Outcomes
The initiatives I led and contributed to produced measurable improvements across the organization:
Reduced support ticket volume related to training gaps by improving user self-sufficiency and content discoverability.
Accelerated onboarding for both customers and internal teams with a standardized, repeatable training framework.
Improved customer satisfaction, as users had clearer, more accessible resources to navigate complex LIMS workflows.
Increased organizational alignment by ensuring teams had shared training materials, shared terminology, and up-to-date product knowledge.
Built an education ecosystem capable of scaling with product growth and customer expansion.
Knowledge, Skills, and Abilities
Learning & Development
Instructional design and curriculum development
LMS implementation, configuration, and administration (Lessonly)
Creation of multimedia training content (Camtasia)
Assessment and learning-path design
Technical & Product Skills
SaaS product knowledge, including molecular LIMS workflows
Jira-based bug reporting, UAT, and release documentation
Knowledge base architecture and management (HelpScout, AppCues)
Process mapping and cross-functional workflow optimization
Communication & Collaboration
Partnering with engineering, customer success, and implementation teams
Translating complex technical features into clear, user-friendly training
Writing accessible and accurate documentation
Communicating release changes and product updates
Project & Program Management
Coordinating projects across teams using Trello, Monday, Jira, and Confluence
Managing deadlines, content roadmaps, and update cycles
Supporting OKR creation and tracking based on data and user insights