Camille LuSane

Provided end-to-end product support for a cloud tutoring platform, managing high-volume requests in Zendesk and HubSpot with a <24-hour first-response SLA. Built Zendesk automations and macros that increased agent efficiency and reduced average resolution time by ~25%, partnering with Customer Success and Engineering to escalate and improve recurring defects.

Designed and launched a learner-centered eLearning program that improved post-training assessment performance by 25% and increased engagement to a 90%+ completion rate. Built courses with Lectora to ensure WCAG 2.1 compliance and reduced time-to-competency by 15% through data-driven onboarding and scenario-based interactions.

Partnered with engineering to identify, document, and validate system defects through structured testing and feedback, helping reduce user access and platform-related issues by 35%. Authored SOPs and internal knowledge base articles and trained contractors on platform configuration and basic troubleshooting to support reliable launches.

Resolved high-volume technical and operational inquiries via Slack and internal systems, addressing scheduling conflicts, access issues, and usability concerns to keep programs on track. Optimized program setup and configuration workflows to increase successful implementations by 50% and built centralized tracking tools to improve data visibility and issue-resolution efficiency.

Designed and delivered digital learning content using Google Classroom and online systems for blended and remote environments, supporting diverse user groups with consistent access and usability. Coached and mentored bilingual, multicultural staff, observed and evaluated facilitators, and improved instructional effectiveness by 20% within the first year.

Earned a Master of Arts in Teaching (MAT) through the Newark–Montclair Urban Teacher Residency Program at Montclair State University.

Earned a Master of Arts in History as a Ralph Bunche Trustee Fellow at Rutgers University.

Earned a Bachelor of Arts in History from Temple University.

Completed Certified Professional in Training and Performance (CPTP) and Instructional Design and Online Learning (IDOL) coursework.