- Montgomery Street, San Francisco, CA 94105
- (555) 432-1000
- resumesample@example.com
Versatile operations professional within high growth tech start-ups, specializing in customer success outcomes and project management. Aim to connect employees and customers with solutions by improving upon operational efficiencies and fostering user enablement. This includes project management, identifying needs of users, mapping and executing support initiatives, quick and effective problem solving, and cross-departmental communication. Excel at building relationships and training diverse teams to implement solutions. Passionate about creating the ideal customer experience and seamless internal processes.
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Svb Financial Group – Columbus, OH,
Reporting directly to the Director of Vehicle Operations, the role included advising business process improvements between operations and customer success teams totaling 250+ to improve our digital product offering. This included project managing business support initiatives, compiling data findings for business reporting, and managing the implementation of new program offerings for Fair.
- Managed high priority initiative to recirculate fair-owned inventory back unto our digital marketplace.
- Led all project communication, meetings, drove deadlines, and pushed project milestones for a team of 20+ internal users and 5 outside vendors.
- Acted as customer voice regarding pain-points with application features and overall customer experience to facilitate product enhancement projects.
- Compiled data and analysis within Excel, Tableau, and Salesforce to report out on program health and areas of opportunity.
- Created workflow diagrams, Gantt charts, and project plans within various tech stacks such as Lucidchart, Smartsheet, Miro, and Notion to map processes and timelines for solutions.
- Met with end-users within customer success and operations to modify and enhance salesforce processes, specifically improving timing and efficiency of case escalations and queues.
- Utilized Salesforce admin credentials to improve inefficient workspace for operations and customer success groups. This included report creation, list views, automation efficiencies, field/object customization, and customized dashboards.
- Assisted with end-users adoption of improvements by creating and executing trainings, job aids, and designated slack channels.
- Communicated efficiently with internal stakeholders and external vendors to all questions, concerns, updates, timelines, and result metrics regarding project details.
Trilogy Education Services – City, STATE,
Promoted from sales rep within 8 months to this highly cross-departmental role reporting to Director of Training as key contributor for sales support initiatives and leader of product enablement for sales team consisting of 300+. Responsible for entirety of product enablement training program, including systems/software and product positioning for our multiple program offerings.
- Managed vendor communications for sales on high visibility projects including new payment system rollout involving a NetSuite/Salesforce integration, intelligent call routing phone system implementation, and new knowledge base rollout. Projects touching over 300+ users and six internal teams.
- Served as primary stakeholder for sales team regarding new product launches. Met with key stakeholders of marketing, academics, and partner relations weekly proceeding the launch to guarantee its overall operational success and enablement of team to sell.
- Subject matter expert for product for sales team, influencing Salesforce configurations for operational processes and educating all end users on solutions.
- Built and delivered all content for new program launches. This included product training, scripting, and creation of job aids.
- Spearheaded product marketing in order to position our multiple products for differing consumer types. Performed extensive market research prior to building out content, effectively aiding sales reps to market products accurately and above competitors.
- Facilitated all new hire Salesforce training, continuing education on new enhancement features, and changes that impacted Salesforce as a result of new product rollouts.
- Supported end users on site and in designated slack channels on all product questions.
- Follow up with QA, data analytics, and admissions leadership to identify learning gaps and create continuing education training/enhancement projects surrounding them.
Trilogy Education Services – City, STATE,
Sold our multi-program technological sales model to prospective students. Joined team when startup had reached 100 employees. Bootcamp offerings were Trilogy products offered under the continuing education sector for prestigious university partnerships, and has since become acquired by 2U.
- Overcame objectives and identified “the right fit” for program offerings to each individual student based on their backgrounds/interests (i.e. Web Development, Data Analytics, FinTech, UX/UI, and Digital Marketing boot camps.)
- Accomplished top record of enrollments in first month of employment.
- Organized schedule and Salesforce queue to optimize sales.
- Maintained position within top 15 performing sales rep’s as we grew to 200 advisors until hired internally for alternative role.
Florida International University - Miami, FL,
University of Central Florida - Orlando, FL
- International Exchange: Barcelona, Spain - Business (January 2013-May 2013)
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School Attended
- Florida International University
- University of Central Florida
Job Titles Held:
- Operations Analyst
- Training & Operations Specialist
- Admissions Advisor (Sales Rep)
Degrees
- Bachelor of Science
- Associate of Science
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