skills

  • CRM Implementation
  • Salesforce
  • Software Documentation
  • Curriculum Development
  • Relationship Management
  • Process Development
  • Team Management
  • Public Speaking
  • Systems Analysis
  • HTML / Javascript 

summary

  • 12 years working with client-facing support teams
  • 3 years of experience in team and company operations roles
  • 3 years of Salesforce and CRM software experience including implementation and maintenance

 

experience

Director, Operations | Bizly | New York, NY | June 2016 - Present

  • Head of company operations, HR and recruiting, supplier operations and relationship management, and customer support and client success
  • Oversaw and advised on process development for all departments and guided implementation and adoption
  • Forecasted and reported on client and supplier life cycles as well as planning for consistent engagement and responsiveness.
  • Administrator on all company tools and resources

Support Operations, Chartcorps | Chartbeat | New York, NY | Nov 2014 - Apr 2016

  • Managed acquisition and full implementation of the Zendesk platform for Chartcorps over 2 months after moving from Desk.com
  • Built the new hire on-boarding program and wrote a comprehensive curriculum over 2 hiring cycles
  • Unified and restructured internal knowledge base increasing speed of information retrieval significantly
  • Highest assist for the Sales team on over $500K+ in new contracts won in 2015 and 2016

Data Entry Support Specialist | Booker Software Inc. | New York, NY | Jan 2014 - Nov 2014

  • Data team project lead, client data account manager, and data retrieval consultant
  • Revamped Data Team internal knowledge base and ticket escalation processes in 1 quarter
  • Designed and led new hire training for roles important to the Data Team
  • Single point of contact for data retrieval and client database conversion for the company
  • Primary process developer for support and implementation teams interfacing with the Data Team

Bartender | T.G.I. Fridays | New York, NY | Aug 2013 - Jan 2014

Brand Ambassador | Davlin Marketing Group | Denver, CO | Aug 2012 - Aug 2013

  • Analyzed new client accounts and built digital marketing plans across multiple social media platforms
  • Managed content creation and marketing strategy execution for clients
  • Ghost writer for client blogs on scheduled and as-needed basis and optimized all content according to SEO strategy
  • Basic HTML coding for correcting and creating SEO-optimized and Goole Analytics-ready websites on Wordpress and Blogger

IT Support | Alpine Access | Denver, CO | Aug 2011 - Aug 2013

  • Provided technical support to employees remotely and in-office
  • Remote desktop software, Microsoft Office, Adobe Connect, and CRM software
  • Created training, documentation, and reference material for company use. 

education

Bob Jones University | Greenville, SC | 2004-05
Graphic Design Major / Marketing Minor