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Summary

Significant experience in client management, program design and operational development 

Deep attention to detail and excellent written and communication skills

Strategic and data-driven decision maker

Able to thrive in the intense environment of a “unicorn” tech startup (2+ years) and understand the unique needs of a non-profit (11+ years)

Work experience

August 2016April 2018

Senior Project Manager

The MAVEN Project
  • Established relationships with senior management at various clinics in California to successfully implement health care programs
  • Designed and implemented communication platform connecting primary care physicians with volunteer specialists
  • Re-structured and doubled number of classes offered by webinar-based medical education program
Feb 2015Present

Manager, Business Operations 

Medallia 
  •  Implemented new time-tracking software (OpenAir) to 550 employees
  • Created OpenAir helpdesk; lead member of 2-person team responsible for responding to ~250 inquiries a month with 24-hour SLA
  • Led design team responsible for ensuring changes complied with user compatibility and system integrations
Apr 2014Feb 2015

Customer Success Manager 

Medallia 
  • Managed $1.9MM client portfolio; oversaw $90K contract expansion
  • Mobilized resources to solve problems and managed short- and long-term project enhancements
Apr 2012Apr 2014

Consultant

Heller Consulting

  • Conducted detailed analyses of CRM systems at various non-profit organizations through staff interviews and extensive database reviews
  • Generated comprehensive project plans and recommendations based on analysis, past experience, and best practices
  • Implemented various project plans including data streamlining, data conversion, and CRM software selection
  • Contributed to organizational knowledge by updating internal documents, answering staff questions, and writing two published blog posts for Heller’s blog, theconnectedcause.com
Jan 2012Apr 2012

Intern

Inveneo
  • Assessed use of Salesforce in collecting and analyzing social impact numbers 
Oct 2011Dec 2011

Contractor

Room to Read
  • Various research and data quality projects for the Girls’ Education Program
Jan 2011Aug 2011

Volunteer

FrontlineSMS
  • Assisted with coding and interpreting data from user survey
Apr 2007Aug 2010

Senior Development Associate

Room to Read

  • Managed all day-to-day operations for donor database, including conducting trainings, maintaining data integrity, creating policies to ensure data consistency, and troubleshooting usability issues
  • Supervised the work of an analyst tasked with data entry and report generation and a consultant who specializes in the Raiser’s Edge, Room to Read’s donor database
  • Implemented two new donor management systems; ensured data integrity remained high, re-structured the data coding system to be more user-friendly to development staff and updated staff on the implementation process
  • Conducted research project with Director of Girl's Education Program and Bain Consulting on the donor environment for female-focused programs; analyzed the results of a donor survey and provided recommendations to senior management 
  • Lead a 10-day trek to Cambodia for Room to Read volunteers and strategic partners to experience the work of the organization first-hand 
Jul 2005Apr 2007

Development Associate

Lucile Packard Foundation for Children's Health

  • Designed  and implemented the direct mail strategy for a $4MM annual fund by choosing the appropriate audience, collaborating with an external design team to create marketing collateral, and writing and editing donor appeal letters
  • Led data analysis for a yearly review of donor giving trends and effectiveness of direct marketing strategy
  • Managed 2 phone-a-thons by collaborating with Lucile Packard’s project manager at call vendor, checking daily results and making strategic changes as necessary, compiling data, and providing feedback for caller scripts 
Sep 2004Dec 2004

Promotional Recruiter

Jesuit Volunteer Corps
  • Created strategy for recruiting college seniors to join the Jesuit Volunteer Corps, including setting up visits at 35 colleges and universities in California and Arizona and sharing my experience as a volunteer
Aug 2003Aug 2004

Case Manager/Volunteer Coordinator

Jesuit Volunteer Corps
  • Managed an average caseload of ten shelter residents by creating case plans for each resident, monitoring their progress, and accessing services on their behalf
  • Re-structured volunteer program by creating a more in-depth application form, implementing an interview and selection process for potential volunteers, establishing new volunteer opportunities and requiring new volunteers to attend monthly orientations

Education

19992003

B.A. Sociology

Boston College
  • Undergraduate Research Fellow with Professor David Karp from May 2002 until May 2003. 

Skills

Client Management
  • Successfully managed relationships with executives at Nike, Sherwin-Williams, University of Phoenix, The Humane Society of Silicon Valley, The League of Women Voters, Sutter Health, and various clinics throughout CA
  • Able to tailor message  
Program Management
  • Designed and executed programs to assist primary care providers in low-resource medical clinics to access advice and information from highly-skilled volunteer physicians
Project Management
  • Managed consulting projects with strict timelines and budgets.
  • Consistently completing projects on time and within budget.  
  • Utilized the skills learned during an 8-month long project to overhaul the way end-users interacted with database   
Research
  • Master's dissertation required extensive independent research; little was available on the chosen subject
  • Researched data-tracking trends for internship 
  • Completed 3 research projects for Room to Read on various subjects and compiled them into 1-page documents for easy consumption
Managing Staff
  Managed a development associate and a consultant for one year   
MSFT Office
Salesforce

Completed Admin-level training January 2013

Spanish

International Experience

Cambodia, May 2009

  • Co-led 10-day trek with Room to Read volunteers to experience our projects first-hand

Costa Rica, Jan-Mar 2005

  • Orphan/Childcare: tutored and played with young children, prepared meals, and supervised “field trips” outside of the orphanage
  • Conservation work: Performed nightly beach patrols for leatherback turtles, cleaned the beach of debris and helped reinforce a hiking trail 

Vacations: Scotland, England, Ireland, Portugal, Belgium 

Certifications

20132014

Certified Salesforce Administrator

Salesforce.com