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Skills

  • Data-driven decision making
  • Community moderation oversight
  • Budgets
  • Conflict resolution and mediation
  • Crisis management protocols
  • Incident resolution management
  • Cross-functional team collaboration
  • Continuous Improvement Initiatives
  • First Aid/CPR
  • Community Engagement Strategies

Work Experiences

  • Achieved $10 cost savings.
  • Crafted community engagement guidelines.
  • Collaborated with the customer success team to enhance user onboarding processes, reducing churn by 69% for Power BI.
  • Achieved a 32% reduction in response time for urgent community issues.
  • Improved employee performance by reintroducing disciplinary procedures that were proportional to the severity of the infraction, resulting in a significant reduction in turnover.
  • Collaborated with product managers to map out and prioritize community feature requests, increasing platform adoption by 81% within 2018.
  • Analyzed customer service trends to drive operational efficiency, resulting in a $17 cost savings over 8 quarters.
  • Achieved a 40% decrease in ticket escalations.
  • Staged a system protest to draw attention to method problem.
  • Achieved a 82% increase in platform satisfaction.

Summaries

  • Adept at developing cross-functional communication strategies.
  • Operates in high-stress situations while recommending the best resources and courses of action to meet the needs of patients and restore their quality of life.
  • Achieved cost savings of $18 over 10 quarters.
  • Achieved a 70% reduction in customer issue response times.
  • Case Manager with experience working in program environments.
  • Clear understanding of budget management and cross-functional collaboration as well as process improvement training.
  • Hardworking and committed to achieving the best possible results.
  • Achieved results within 2 months.
  • Capable of working in high-pressure situations while recommending the best resources and courses of action to meet the needs of patients and restore their quality of life.
  • Achieved a 45% improvement in operational efficiency.

Accomplishments

  • Improved stakeholder communication processes by implementing SAP, yielding a 41% efficiency gain across the team.
  • Trained workforce of 9 employees on the use of Workday to improve community management capabilities, resulting in a 70% efficiency increase in operations.
  • Utilized data-driven insights to redesign community workflows, improving overall performance by 67%.
  • Built comprehensive community support documentation, reducing inquiry resolution time by 34%.
  • Improved cross-functional collaboration with teams across engineering and sales, resulting in operational increases of 56%.
  • Crafted community engagement guidelines awarded Outstanding Service Award by metric, enhancing community participation and user retention.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and implemented feedback loop mechanisms that led to a 24% improvement in customer satisfaction ratings.
  • Designed and deployed community action plans that resulted in a measurable increase of 18% in user engagement.
  • Collaborated with the marketing department to execute targeted community engagement campaigns, increasing participation in event-driven initiatives by 18%.

Affiliations

  • Society for Social Media and Online Community Leaders
  • Collaborative Leaders Academy - Alumni
  • International Federation of Community Managers
  • National Speakers Association - Community Advocacy Group
  • Community Management Advocates Organization
  • Association for Computing Machinery
  • Association of Information Technology Professionals
  • Project Management Institute
  • Social Media Professional Contributors
  • International Association of Business Communicators (IABC)

Certifications

  • Service Quality Measurement Certification - Meridian
  • Salesforce
  • Certified Information Privacy Professional (CIPP) - system
  • Zendesk Support Administrator Certification
  • Partnering with the Public and Private Sector in Communities - Harbor & Co.
  • HubSpot Social Media Marketing Certification
  • Certified Customer Support Specialist (CCSS)
  • Certified ScrumMaster (CSM)
  • Leadership for Online Community Moderators - Harbor & Co.
  • SHRM Certified Professional (SHRM-CP)

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