Challenge

Collaborated with subject matter experts and system administrators to manage and process textbook opt-outs within the learning management system. Accurately entered and tracked start dates, opt-out periods, and email data while ensuring compliance with course material access policies. Contributed to operational efficiency by improving data accuracy and supporting cross-departmental coordination between academic, media, and operations teams.

Solution

I streamlined and documented the opt-out processing workflow to ensure consistency and data integrity across teams and platforms:

Coordinated with Media Ops SMEs and Solution Architects (SAs) to clarify term dates, course data, and author/title alignment for textbook opt-outs.
Entered and verified opt-out details (student email, course, term, and opt-out date) to ensure proper handling and system integration.
Created Smartsheet trackers to monitor opt-out request statuses and term timelines, giving visibility to Sales and Ops stakeholders.
Developed process documentation that standardized naming conventions, communication templates, and verification steps.
Collaborated cross-functionally to close feedback loops on recurring data discrepancies, ensuring corrections were reflected across systems.

Performance & Impact

Reduced processing errors by 20%, ensuring accurate opt-out fulfillment and improved student experience.
Shortened turnaround time by 15% through better alignment between Sales, Media Ops, and Operations Support.
Enhanced operational transparency with tracking dashboards, giving leadership real-time visibility into request volumes and timelines.
Created documentation that reduced onboarding time for new contractors by 30%, improving consistency across distributed teams.

Agile Operations Support in Digital Learning