Bethany Johnson Email & Phone Number

• Project managed the creation and development of a 4-week training program that successfully onboarded 30 service team members to contribute in their role at 80%. • Designed and created training sessions on technical integrations with SaaS applications such as • Salesforce and DKIM to help develop new hire technical knowledge. • Used Excel for data analysis on the efficiency and productivity of new hires working in the Support Queue. This analysis led to the creation of a dedicated onboarding track for Support Specialists that resulted in resolving 16% of all tickets with an average of 99.1% customer satisfaction. • Worked cross-functionally to coordinate sessions led by various go-to-market teams to give new hires hands-on experience of the entire customer lifecycle. • Worked with topic subject matter experts to create online e-learning training courses to scale onboarding. • Managed and led all bi-monthly company training sessions on new product features.• Worked with Product Management leadership to ensure training sessions were relevant to team members.• Established processes for successful meeting execution, including prepping presenters and curating slide decks, which led to a 30% increase in presenter efficiency. • Edited and wrote content articles for the customer-facing product help center.• Gathered data and information to update the customer analytics dashboard which informed leadership on the current state of customers with information such as churn risk, user license count, and platform usage.• Coordinated and sourced information for weekly team meetings to inform the entire Services department of updates and changes.• Arranged and mediated meetings for upper-level management to answer candid questions from team members about company initiatives, team dynamics, and more.• Planned and executed over 20 team events to boost morale, enhance the employee experience, and connect team members especially once fully remote.

• Planned, procured, and executed projects to improve the current state of the IT department.• Researched, designed, and presented the current state of the IT workforce and future plans to the managers and directors of the IT department.• Interviewed management and created methods to migrate to Agile from waterfall development within the IT department.• Led, designed, researched, and created a dashboard outlining the current state of the IT department for the Chief Information Officer.

Seattle, Washington