Howdy & hello, my name is Chelsea and I'm a dedicated Learning and Development professional with a passion for connecting with people.I love to focus on fostering a culture of warmth, enthusiasm, and continuous learning. My favorite parts of training folks is offering interactive training sessions that impart essential skills and knowledge while also inspiring the participants. I'm committed to ensuring that every new team member feels valued, supported, and welcomed from day one. With a proven track record in new hire training, I specialize in creating welcoming and engaging onboarding experiences that set the stage for long-term success.In my time training and onboarding, I've learned to:✨ Craft Tailored Onboarding Programs: I excel in designing customized onboarding programs that align with the unique needs and goals of both the organization and of the new hire's department.✨ Building Strong Team Cohesion: By facilitating team-building meetings and fostering open communication channels, I contribute to the development of collaborative teams.✨ Empowering Individuals to Excel: I'm passionate about empowering new hires to reach their full potential by providing ongoing support, constructive feedback, and opportunities for growth and development.✨ Nurturing a Culture of Learning: I believe in the power of continuous learning and actively promote a culture where curiosity is encouraged, challenges are viewed as opportunities for growth, and personal development is valued.I'm always looking forward to building strong relationships across an organization, collaborating with stakeholders to refine training and onboarding processes, and championing a culture of inclusivity and belonging.
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Customer Support SpecialistRebrandlyDetroit, Mi, Us -
Training LeadLater Jan 2024 - Apr 2024Designed and implemented go-to-market training, onboarded new hires• Improved training completion rates through the implementation of an LMS• Updated and scaled existing training from Google Docs into interactive content in our LMS• Hosted in-person onboarding sessions to provide insights into go-to-market strategies and best practices• Supported team members through creating documentation and answering questions• Tracked new hire progress and reported findings to manager• Collaborate with go-to-market Leadership to identify training needs -
Training LeadLater Oct 2022 - Jan 2024Owned first month of support onboarding:• Hosted daily onboarding syncs to review questions and tickets• Tracked key metrics for new hires, highlighted areas of improvement for the manager and provided areas to continue developing• Refreshed Support onboarding materials within LMS• Developed a four-week training program based on Support valuesDelegated training requests to ensure confidence in the Later platform• Provided product information, support best practices, and foundational knowledge • Collaborated with Support Leadership to identify training needs• Lead quarterly syncs to identify areas of improvement for each team within Support• Delegated training requests to respective SMEs across departments Created product update trainings for Support including collaborating with Enablement team to understand product changesCoordinated with the Training Specialist and stakeholders to ensure timely delivery of training material
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Training And Enablement SpecialistLater Mar 2021 - Oct 2022Created and delivered engaging training content:• Company and Support onboarding materials• Soft skills building• Product updates• Support troubleshooting process updatesMigrated years of internal process documentation from Notion and Google Docs to Guru for improved knowledge sharingUpdated & maintained internal documentation within GuruLead the first month of Support Onboarding, including: • Hosting daily onboarding syncs to review Support tickets and answer questions • Reviewing completed Support tickets and providing feedback to new hire • Assisting in the management of a dedicated onboarding Slack channelOwned the Team Support initiative which gave the whole company the opportunity to interact with our customers once a quarter.
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Customer Happiness SpecialistLater Feb 2019 - Mar 2021Helped customers navigate complex technical issues within the platform. Provided correspondence and solutions through Zendesk.• Troubleshot complex technical issues• Navigated the platform, administrative tools, and internal documentation to provide professional, timely solutions• Built internal process documentation, including: How to Guides for common issues, Best Practices, Soft Skills, and more• Supported in training new hires on support practices
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Customer Experience SpecialistBloomscape Mar 2018 - Dec 2018Greater Detroit AreaOne of the first three hires and the first customer support professional to provide assistance to all Bloomscape customers.Inquiries regarding damaged packages, damaged plants, plant health, and general plant know-how were fielded through Zendesk email ticketing and live chat.Worked with the greenhouse staff to provide group orders, labels, and additional information regarding customer orders to ensure smooth delivery and customer happiness. -
Customer Support SpecialistMarco Polo Aug 2016 - Mar 2018A remote role supporting a mobile communication application, Marco Polo, used by hundreds of thousands of active users. Assist in troubleshooting issues for customers and mitigating problems while helping to lead a team of support agents to solve customer issues.- Maintain multiple HelpScout inboxes- Reply to Google Playstore and iTunes reviews- Responsible for creating and delivering weekly reports on inbox activity and trending issues- Facilitate support through Facebook Messages- Contribute to building and maintaining a remote culture for a California based tech company -
Publisher Relations ManagerCarbon Media Group Jan 2016 - Mar 2016Bingham Farms, MiResearch, acquire and maintain websites to display Carbon Media Group direct sale advertising campaigns. Secure and retain third party relationships with publishers of relevant and complementary websites.- Research and develop relationships with potential publisher partners- Work with existing publishers to troubleshoot issues and handle payments- Work closely with Ad Operations to optimize campaign performance and delivery- Identify, measure and analyze publisher data on a regular basis and determine areas for improvement- Provide creative, ad codes and contracts to publishers- Build and maintain publisher relationships through ongoing communication and assistance- Utilize online reporting tools like DoubleClick for Publishers for analysis and requests- Strategize and execute display campaigns -
Community ManagerCarbon Media Group Jun 2015 - Dec 2015Bingham FarmsEstablish and foster relationships with community leaders including paid and volunteer administrators, moderators and super moderators. Responsible for on-going management of more than 50 communities to ensure all administrative responsibilities are handled.- Liaise between Carbon Media Group and a community of moderators, members, and administrators- Provide guidance on community management- Responsible for ongoing community operations (ie, welcoming new members, encouraging forum participation and general forum announcements)- Manage all technical aspects of the forum community- Enforce forum rules and administer infraction systems when necessary- Create and execute a high volume of community newsletters using proprietary software and Interspire- Market to new and existing community members with homepage content marketing and weekly newsletters- Increased click-through rates and community engagement in featured threads and articles- Work with freelance and volunteer contributors to ensure regular delivery of content that is aligned with related marketing efforts- Reach out and assist in finding additional subject matter experts to contribute content- Review and export analytics on a regular basis using Google Analytics- Continually look for ways to increase engagement- Managed social media outlets for select forums via HootSuite and Facebook
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Digital Strategy ConsultantShift Digital Nov 2014 - Jun 2015Birmingham, Mi- Manage a network of 40 independent retail automotive dealers- Conduct monthly website performance reviews- Ideation: creating and generating slides, banners, specials, and pages for dealership websites using Adobe Creative Suite- Monitor team members behavior on phone lines
Chelsea Graham Education Details
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Communication, General -
Communication, General
Frequently Asked Questions about Chelsea Graham
What company does Chelsea Graham work for?
Chelsea Graham works for Rebrandly
What is Chelsea Graham's role at the current company?
Chelsea Graham's current role is Customer Support Specialist.
What schools did Chelsea Graham attend?
Chelsea Graham attended Oakland University, Grand Valley State University.
Not the Chelsea Graham you were looking for?
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Chelsea Graham
Seattle, Wa -
2piedmont.org, ccsi.org -
1shrinershospitalsforchildren.org -
Chelsea Graham
Experiential Learning Manager | Office Of Sustainability | University Of Southern CaliforniaLos Angeles, Ca1usc.edu -
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