DEANNA FURLONG

Rebuilt Heap University from the ground up, scaling the platform to serve over 100,000 users annually across starter to enterprise accounts, featuring 60+ courses and 500,000+ lesson completions.

Designed and implemented an end-to-end blended program for enterprise customers, reducing time-to-first-value by 2 weeks and generating thousands in incremental revenue for professional services.

Led cross-functional launches of new product features with integrated educational materials, achieving 47% higher adoption compared to previous launches without formal learning support.

Partnered with Customer Success, Product, and Enablement teams to strategically align education efforts with customer outcomes and enhance internal team readiness.

Delivered strategic learning solutions to clients across tech, nonprofit, and education sectors, resulting in measurable improvements in user engagement, retention, and client satisfaction.

Led the redesign of multiple client LMS ecosystems, reducing support tickets and increasing learner completion rates by 85%.

Maintained an overall customer satisfaction score of 4.8/5 based on comprehensive feedback surveys.

Pioneered a live, video-based 'How-To' customer education platform that guided 5,000+ small business owners annually, boosting product adoption metrics by 25%.

Conceptualized and executed a Small Business Webinar Series, securing participation from three industry-leading guest speakers and increasing brand awareness by 15%.

Created GoDaddy's inaugural YouTube video help library, producing 25+ storyboards and scripts for product tutorials, leading to a 40% reduction in support tickets in its first year.

Planned content strategy and guided product evolution for Forrester's custom, blended Training and Certification program, leveraging analyst community content.

Established metrics and reporting, developed a product roadmap, and drove business development efforts for the program.

Conceived and oversaw the instructional design and development of five, 10-course curricula, expanding program offerings.

Achieved an employee satisfaction rating of 94% or greater year-over-year for learning programs, significantly boosting team engagement and effectiveness.

Maintained an average customer satisfaction score of 4.8/5 for training initiatives, reflecting high-quality program delivery and learner experience.

Streamlined training processes and content, resulting in a 25% decrease in post-implementation support tickets.

Constructed custom eLearning courses on advanced weapons systems, enabling 90% of trainees to achieve certification on their first attempt.

Exceeded the prior year's pass rate by 30% through effective instructional design and content delivery strategies.

Formulated engaging, simulation-based eLearning curricula for external clients including the U.S. Navy and National Transportation Safety Board (NTSB).

Managed the comprehensive design and successful launch of six multi-course curricula within a single year.

Orchestrated end-to-end creation and implementation of eLearning, instructor-led training, and blended solutions for internal employees and external clients, including Meijer Foods and Casino Hypermarkets.

Established a reusable learning object library for simulation-based training courses, cutting course creation time by 30%.

Reduced training costs by $50,000 annually through the implementation of standardized methods and reusable resources.

Guided the end-to-end instructional design and deployment of the inaugural Student Exchange Visa Information System's training program, achieving 100% user certification after only two attempts.

Facilitated cross-functional teams in building eLearning courses and educational resources for the GS1 global collaboration platform.

Impacted 90+ member organizations and over 1.5 million user companies through comprehensive educational initiatives.

Mapped learning objectives and assessment strategies for three custom-built eLearning courses for external client, the Drucker Institute.

Served as the primary instructional designer responsible for converting the Project Management Institute's (PMI®) Project Management Body of Knowledge (PMBOK®) into eLearning.

Managed the complete project lifecycle, from initial client consultation to final course deployment, for simulation-based eLearning deliverables.

Maintained a 98% on-time project delivery rate for high-profile clients including KPMG, Fidelity, NETg, Novell, Oracle, Cisco, and Netscape.