Daniela B. Email & Phone Number

Baldwin, Ny, Us

New York, United States

New York, United States

New York, United States

•Establish Client Journey. Manage all aspects of the client onboarding process and project life cycle, including the set up and execution of weekly one and one trainings and ongoing platform support .•Support Documentation. Responsible for creating and updating support articles, videos and email templates for internal and external use. Maintain documentation of configuration and operating procedures relating to onboarding and support.•Developed Billing Process. Established a… Show more •Establish Client Journey. Manage all aspects of the client onboarding process and project life cycle, including the set up and execution of weekly one and one trainings and ongoing platform support .•Support Documentation. Responsible for creating and updating support articles, videos and email templates for internal and external use. Maintain documentation of configuration and operating procedures relating to onboarding and support.•Developed Billing Process. Established a process to reduce duplicate subscription issues. Responsible for the clean-up of billing issues and reducing accounts receivables, declined payments, and expired cards to under 30 days. Responsible for all billing supervisory functions such as refunds and escalated client issues. •Developed customer service team, systems and processes. Upskilling the support team to manage all business responsibilities, including administrative, training and development. Created a process to manage all escalated client issues and handle general support inquiries. Currently managing two support team members. •Performance Indicators. Responsible for identifying, analyzing and reporting on weekly metrics for current and new clients. Responsible for developing end-to-end plans to address roadblocks and inefficiencies. Maintain weekly meetings with the product team to review recurring issues, common client requests and platform improvements. •Zoho One Implementation. Lead migration to Zoho One. Trained internal team on Zoho CRM (Customer database), Zoho Projects ( Project management tool), Zoho Desk (email/ticket system), Zoho Subscriptions (billing system) and Zoho Vault (password Vault). Show less

•Developed client onboarding system. Strategize with the leadership team to improve upon existing processes to better serve our clients. Responsible for the onboarding of all new clients including training schedule, data transfer, and account set up. Established a survey system to gage the efficacy of our onboarding process. •Managed Support team. Effectively utilize problem-solving and multi-tasking skills to help maintain the operational effectiveness of the team. Led the Client… Show more •Developed client onboarding system. Strategize with the leadership team to improve upon existing processes to better serve our clients. Responsible for the onboarding of all new clients including training schedule, data transfer, and account set up. Established a survey system to gage the efficacy of our onboarding process. •Managed Support team. Effectively utilize problem-solving and multi-tasking skills to help maintain the operational effectiveness of the team. Led the Client Services team in all business responsibilities, including administrative, training and development, while maintaining the highest levels of client satisfaction, operational excellence, and facilitation of a positive work environment. Oversaw and delegated all new projects to our client success team. Expanded the support team from four to ten.•Strategize and analyse key performance indicators. Responsible for identifying, analyzing and reporting on yearly and monthly metrics for current and new clients. Developed a plan for addressing roadblocks and inefficiencies. Created an operation blueprint of standardized capabilities using data analysis and collaboration.•Client outreach. Developed a system for reaching out to onboarded clients within 90 days of initial service. Handled general support inquiries as needed. Developed trust with customers to ensure long-term relations. Show less

•Established content system. Developed an efficient content process and implemented a project schedule to meet internal and external deadlines. Worked with a cross-departmental team to maintain and develop a master content calendar for all web properties. •Supervised external and internal writing team. Ensured brand consistency by communicating effectively with writers. Was responsible for expanding the content team. Worked cooperatively with key marketing personnel including… Show more •Established content system. Developed an efficient content process and implemented a project schedule to meet internal and external deadlines. Worked with a cross-departmental team to maintain and develop a master content calendar for all web properties. •Supervised external and internal writing team. Ensured brand consistency by communicating effectively with writers. Was responsible for expanding the content team. Worked cooperatively with key marketing personnel including copywriters, designers, compliance and legal teams. •Maintained all web content for clients and internal sites. Responsible for assigning, managing and uploading all content. Conducted website content management, maintenance and updates - performed daily content updates, and other duties. Responsible for maintaining a consistent look and feel throughout all web properties. Led content onboarding calls with new clients, and conducted follow up and strategy calls with existing ones. Handled general support inquiries. Show less

Office Of Student Assistant And Referrals/Commencement

•Commencement lead for all undergraduate and graduate programs at Brooklyn College. Led the development of the annual commencement strategy and project plan and oversaw the execution of all activities. Managed an annual commencement budget of at least $20,000. Managed end-to-end updates to the commencement website, specialized social media platforms and other technology used for the event. Coordinated with design and communications teams to ensure appropriate updates to website content and to… Show more •Commencement lead for all undergraduate and graduate programs at Brooklyn College. Led the development of the annual commencement strategy and project plan and oversaw the execution of all activities. Managed an annual commencement budget of at least $20,000. Managed end-to-end updates to the commencement website, specialized social media platforms and other technology used for the event. Coordinated with design and communications teams to ensure appropriate updates to website content and to develop a collective communications strategy. Supervised five junior and clerical staff members dedicated to commencement. •Developed and advocated for policies and procedures to support student success. Supervised the Student Assistance and Referral program (SAR), a specialized program to support students with personal matters that can affect their academic performance. Worked with College leaders to review, update and promote SAR policies and procedures. Attended meetings on behalf of the Director of Student Engagement and Judicial Affairs.•Supervised student extramural and scholarship programs. College lead for the Students Engaged in Responsible Volunteer Action Program (SERVA). Responsible for identifying volunteer opportunities, maintaining the SERVA Program database and preparing all SERVA reports. Responsible for verifying SERVA volunteer service and ensuring that all currently registered students are up-to-date with their volunteer and training hours. Show less

Syosset, New York

•Led student academic advising. Developed academic plans and performed graduation audits. Worked with other academic affairs staff to assist students to declare majors and select appropriate courses. Provided information to students regarding student support services, college policies and program procedures and guidelines. Collaborated with administrators, deans, faculty, IT and counselors to facilitate and improve services to students, including catalog and registration/records policy… Show more •Led student academic advising. Developed academic plans and performed graduation audits. Worked with other academic affairs staff to assist students to declare majors and select appropriate courses. Provided information to students regarding student support services, college policies and program procedures and guidelines. Collaborated with administrators, deans, faculty, IT and counselors to facilitate and improve services to students, including catalog and registration/records policy questions. •Maintained student academic records. Organized records, registration and graduation functions, including transcript evaluations, in order to provide maximum service to students while ensuring efficient and effective workflow. Supervised and evaluated the records in the Registrar’s Office. Responsible for collecting, recording, maintaining and reporting of student records within FERPA guidelines, e.g., grades, registration data, transcripts, and mid-term verification. •Develops and advocates for policies and procedures to support student success. Consulted with the school President, Provost and Academic Deans regarding policies and procedures. Responded to issues involving staff, conflicts in policies, student issues, and parental requests. Collaborated with internal and external personnel for the purpose of implementing and/or maintaining assigned services and programs. Show less

Master Of Science (Ms), Organization Management

Bachelor Of Fine Arts (Bfa), Graphic Design