# Pete Piccaro > Instructional Designer | MBA | Fluent Spanish | Content Strategist | Channel Enablement | Silo Breaker | Customer Education Location: San Francisco, California, United States Profile: https://flows.cv/petepiccaro • MBA. Spanish: Speak, read, and write with full professional fluency. • Create and deliver programs that increase product engagement and adoption and enable internal and external customer success. • Manage large, complex projects (>30 resources, <10 stakeholders, highly technical, uncertain platform-development-dependent training), and lead cross-functional teams in highly matrixed organizations. Develop and execute project plans, RACI/RASCI matrices, and project playbooks. Conduct project kickoff meetings, run update meetings, maintain flexibility; clear roadblocks or find workarounds. • Discern key details of complex topics and elevate core elements for actionable results. • Bring expertise that catalyzes a group action. • Strategic, tactical, thoughtful, clear, and communicative. • Collaborate cross-functionally. Use influence, facilitation, and negotiation skills. • Consult on process, standards, tools, and content migration. • Uphold professionalism and focus on customer, partner, and employee success. • Choose suitable adult learning methods and delivery formats. • Proficiently use all leading software for authoring, eLearning, learning management/delivery, publishing, and presentation. • Consistent track record in agile and regulated environments for rapid ramp-up, production, and on-time delivery of engaging learning content. • Create eLearning, microlearning, persona-based learning plans, instructor-led training (ILT), video, hands-on lab, simulations, branching, interactivity, assessments, and certification. • Create goal- and behavior-driven content that helps people do their jobs better, feel more capable, and feel ready to use more of a product. Industries: Customer relationship management (CRM) software, software-as-a-service (SaaS), fintech, mobile app development, GPS public transit vehicle tracking, search engine tech, and consumer electronics. Information design skills: • Content inventory • Information hierarchies • Online information repositories • Designing and creating in-product learning paths for training, support, and documentation resources ## Work Experience ### Instructional Designer @ The Select Group Jan 2025 – Present | San Francisco Bay Area Part-time contract. Under NDA not to disclose client. Creating on-demand customer-facing training content for developer advancement on app-building software. ### Instructional Designer III – Sales Enablement @ Uber Jan 2025 – Jan 2025 | San Francisco Bay Area • Created eLearning and certification exams for a Salesforce CPQ and CLM rollout for Uber Eats Delivery SMB sales representatives in Latin America. Content reached over 250 sales reps and sales managers in a 2-week period with a customer satisfaction rating of 4.5/5. • Updated and revised training materials in Spanish and Portuguese to maintain alignment with evolving sales objectives and ensure maximum effectiveness. • Migrated translations of eLearning content into Seismic: Chinese (Traditional), Japanese, Spanish, Portuguese, French, German. • Used prompt engineering in in-house proprietary models of ChatGPT and Gemini Notebook LM to streamline tasks while keeping human-in-the-loop review. ### Staff Technical Curriculum Developer @ Conga Jan 2019 – Jan 2024 | Broomfield, Colorado, United States • Worked on a small team to design, develop, and launch a training subscription service that booked $1 million in billings in the first year. Created learning paths by user/role/learner persona, with 5-12 eLearning and microlearning courses per path, and certifications. • Project managed the design, build, testing, and delivery of a self-service "create your own sandbox" course (Create Your Own CPQ Org), in which learners submit a web form, and in return get their own environment to perform student exercises in--from basic tasks to complex configurations, from end user to administrator roles, from a 10-minute introductory self-paced course to a 40-hour instructor-led project certification workshop. Results: Each created sandbox saved 30 minutes of internal admin setup time (8 hours for a 16-person instructor-led class). Helped us release our self-paced courses at scale to partners, customers, and internals. Partners can access self-paced courses to scale their enablement skills. • Helped launch and cultivate a customer user group that created connective tissue for our customer base and led to higher retention rates and NPS scores. • Developed and piloted a 2-day Partner Implementation Workshop for Conga CLM, which included professional services best practices, implementation methodology, consulting skills, solution design, tools and templates. Worked with Project Managers and Solution Architect SMEs. Results: Helped enable our partners to deliver successful Conga CLM implementations and ensure successful customer outcomes. ### Senior Content Developer (ex Apttus) @ Conga Jan 2016 – Jan 2019 | San Francisco Bay Area Apttus and Conga merged in May 2020. • Developed and delivered ILT and eLearning courses for product training of Contract Lifecycle Management (CLM) and Configure-Price-Quote (CPQ) software. Target audiences: customers, partners (systems integrators), employees, administrators, solution architects, technical architects, support technicians, and end users. • Led project that created a certification course for a nascent platform product. Tracked product development as product stabilized. Confirmed ability to create, edit, and delete student data, on a multi-class scale, so that we could reuse our environments for our classes. Got environments created, installed, deployed, and configured and student guides tested against them. Result: Ten ILT courses created with instructor slide decks, student guides with labs, and certification exams. Reached over 200 customers, partners, and employees in administrator or power user roles. ### Content & User Education Strategist @ Monitise Americas is Fiserv Jan 2012 – Jan 2016 | San Francisco Bay Area • Developed and delivered ILT to financial institution (FI) customers on mobile banking application product functionality, first from the user experience, and then from the FI’s support staff perspective. • Developed and delivered ILT, content, recordings, wiki pages, and learning paths for internal product training and engineering processes. Published over 60 titles. Target audiences included Engineering, Professional Services, Sales Engineering, Deployment Engineering, Tech Support, and systems integrators. • Used product knowledge, release management experience and QA testing experience to drive product enhancements and internal process improvements. Worked with Product and Support to create user stories and product JIRAs. Advised Project Managers and Deployment Engineers on process issues and potential solutions. Tested and verified enhancements. Reduced customer bugs and improved implementation speed. • Created structure and process in a training department where none existed previously: single wiki page for internal training materials, JIRA-based training requests, and kickoff meetings that secured stakeholder commitment to provide QA environments and test user accounts. • Planned, wrote, and executed first-ever, daylong product release training for Engineering, Professional Services, Technical Sales, and Product teams. Created project plan, wrote wiki of topics, and identified demo environments focusing on new features impacting time and resources that PS needed to scope and perform customer implementation. Documented all processes for future use. • UX Writing: Wrote interface copy--calls to action (CTAs), error messages, and landing page copy. ### Sr. Instructional Designer - Fusion CRM Product Development @ Oracle Jan 2011 – Jan 2012 | Redwood City, California, United States • Contributed to design and launch of a new in-product Training and Support Center. Consulted with interdepartmental stakeholders to get content and user interface (UI) input. Collaborated on wireframes for various pages. Created pages with learning paths based on topic and user role. Ensured system reliability by testing site functionality. Repurposed knowledge base content. Wrote and published blog and forum articles. Results: Decrease in support tickets, more self-support, greater ease of use, clearer guidance on content based on role, needs, and experience level. • Orchestrated a hands-on extended training session via web conference to give internal teams practice on a new, in-product, command-line data loading feature, and to identify and address potential problem areas for customers. Recorded the session for internal use and to identify knowledge gaps. Bridged gaps by producing webinars and documents, and by creating a learning path to make customers and system integrator partners successful. Enabled tech support specialists and consultants to promote, use, and support product. • Created a Web Services developer resource page including how-to integration guides, best practices, and code samples for more complex integration scenarios. ### Sr. Instructional Designer - CRM On Demand @ Oracle Jan 2008 – Jan 2011 | Redwood City, California, United States • Identified release-specific training topics for administrators and end users by monitoring product feature development through the Scrum/Agile process, and by staying engaged with Product Management, Engineering, and Documentation. • Wrote and revised ILT course content and certification exam questions according to quarterly releases; submitted revised course materials and exams to Oracle University LMS editors and publishers. • Converted best practices from Data Import Workshop ILT into a self-paced eLearning course to help scale partners. • Curriculum development: E-learning, ILT, and virtual classroom. • Needs assessment • Gap analysis • Performance improvement • Developing design documents, learning objectives, and project plans • Researching content with subject-matter experts (SMEs) • Creating storyboards, webinars, labs, and retention exercises • Conducting alpha and beta testing, train-the-trainer sessions, course pilots, and evaluation sessions ### Sr. Information Designer, Instructional Designer/Trainer @ TechProse Jan 2007 – Jan 2008 | Walnut Creek, California, United States Clients: Google and NextBus • Senior Information Designer (Google): Built an information repository wiki for internal technical communications and resources. Produced design documents and job aids. • Instructional Designer/Trainer (NextBus): Developed and delivered ILT for the assembly, programming, testing, and troubleshooting of GPS tracking hardware for municipal transit vehicles. ### Lead Instructional Designer/Trainer @ SONY COMPUTER ENTERTAINMENT AMERICA LLC Jan 2003 – Jan 2007 | Foster City, California, United States • Delegated to and supervised a team of 3 instructional designers and trainers in a call center environment. Increased team focus on client and project management. • Developed e-Learning for billable product repair/exchange for phone agents. Monitored Siebel development and testing of new billing features, documented user interface changes in training materials. Developed storyboards, content, and retention exercises. • Led development and delivery of e-Learning for major product launch (PSP) in a 2-month timeframe with limited available content. • Converted new-hire ILT to a blended course with online learning modules. Analyzed LMS data to determine and improve training effectiveness. • Developed and delivered ILT for internal customization of Siebel 6 user interface and data tracking. Reduced agent talk-times. Increased ease of use, data entry efficiency and data accuracy. • Revised and delivered 3-week, instructor-led, new-hire agent training program on PlayStation products, repair/exchange procedures, and CRM database tracking, to ramp for the holiday spike in calls. ## Education ### B.A. in Political Science University of California, Berkeley ### MBA in Marketing San Francisco State University, Lam Family College of Business ## Contact & Social - LinkedIn: https://www.linkedin.com/in/ppiccaro --- Source: https://flows.cv/petepiccaro JSON Resume: https://flows.cv/petepiccaro/resume.json Last updated: 2026-04-07