Danielle Foltz Email & Phone Number

Nashville, Tennessee, United States

Customer ServiceHandling inbound inquiries via HelpScout, phone, and social media.Addressing a variety of customer needs, including answering questions, providing product insight or guidance, and supporting navigation of online learning platforms.Resolving shipping errors and addressing any other issues expressed by customers.Communicating with the fulfillment team to ensure smooth product delivery.Training and Team DevelopmentDesigned and supported the implementation of a Trello customer service board for team task clarity and management.Supporting onboarding for new customer service staff.Contributing to a training manual to enhance team clarity and communication.Feedback and Input Offering product feedback.Providing think tank-style input for various projects or initiatives.Event SupportServing as the front face for a premiere event.Provided coordination, planning, and execution of live events including managing workflow, supporting communications, and participating as a speaker.

Executive SupportManaged executive-level inboxes and calendars, handling complex scheduling demands.Implemented standardized labeling conventions and authored a Standard Operating Procedure (SOP) to support new staff.Maintained prompt and friendly communications and scheduling with high-level executives and the internal team.Supported board-level meetings through agenda preparation, presentation design, record-keeping, note-taking, and post-meeting follow-up communications.Proposal SupportOrchestrated end-to-end support for creating, tracking, and communicating proposals, optimizing processes, and ensuring seamless workflow efficiency.Training & Workshop SupportInvited to create and lead company-wide workshops on organization and process improvement for international staff.Collaborated with key stakeholders to build an internal resource SharePoint site, created an event planning model, and developed a three-month guide for new Executive Assistants.IT & Tech SupportAppointed as GWS Super Admin, responsible for managing users, share permissions, and overall organization of the Drive.Served as Super Admin for an online SaaS program, managing users and providing live and asynchronous tech support.Instrumental in developing a user manual for a seamless user experience and initiating Zendesk to improve error reporting and developer communication.Analyzed incoming support tickets, exercised discernment regarding distribution and next steps, and led weekly meetings with the developer team to discuss reported issues, bottlenecks, and resolutions.Event SupportManaged end-to-end logistics for mid to large-scale events, including creating and communicating Request for Proposals (RFPs), guiding communication flow, delegating tasks, and delivering comprehensive reports for leadership.

Process Architect & ManagementManage and oversee processes involved in content creation from end to end. During my time in this role, our production capacity has increased by +50% and our membership is at a historic high. Organize utilizing Google, Slack, Airtable, and Zoom, including running lead on transitioning to a new Google Work Station.Closely collaborate with 17+ team leads to ensure all are on track to meet deadlines and support teams at risk or off track through weekly check-ins and coaching.Responsible for smooth production flow and process improvement. Some of my contributions include creating a dashboard that inspired similar structures cross-departmentally, creating the first iteration of our onboarding guide, initiating a PDF creation style guide that improved flow and reduced inconsistencies, and spearheading a copyedit error report initiation which led to a zero issue report within 3 months. Reports & Analytics Provide reports and analytics for deliverables, release dates, process pain points, and improvements.Key Stakeholder CommunicationsCollaborate directly with Head of Content, Director of Production, and Director of Pedagogy.Content Creation & Multimedia Lesson DevelopmentProvided with lesson objectives, researched and created all of the components for engaging multimedia lessons including developing actor scripts, online games, and complementing PDFs with 100% on-time delivery.Provide content feedback through the lens of supporting students with varied learning needs.

Nashville, Tennessee, United States

Marketing & Strategy Coordination Supporting and coordinating marketing efforts for clients as a Team Lead.Creating a new social media calendar to improve post engagement.Developing an email funnel for prospective new clients.Client Communications and Presentation Organizing and leading virtual check-in meetings with clients.Discussing goals and presenting deliverables during client meetings.Team Management & Task Delegation Delegating tasks to appropriate team members.Working with team members to ensure on-time delivery of tasks.Technical Proficiency Scheduling posts and emails using Sendible and MailChimp.Conducting Wordpress website updates.Updating databases for efficient workflow.Reporting & Analysis Generating and delivering marketing reports.Working to deadlines with a 100% on-time delivery record.

Product Evaluation & ReviewExplored and utilized a variety of educational products for review.Content Creation & WritingProvided blog post content for various educational products.Structured each post according to the preferred style as indicated.Worked successfully to a deadline.Community Engagement & Relationship Building Worked to build camaraderie within the homeschool community.

International Experience & AdaptabilityTwo-year internship in Milford, DE.Participated in an intensive foreign deployment workshop in Springfield, MO.Foreign deployment in Tanzania, East Africa.Complete integration into daily life in East Africa, including securing housing, managing security staff, navigating healthcare, and adapting to life in a 3rd world country.Language Proficiency & Cultural ImmersionGraduated from a 6-month immersive language program through ELCT Language School in Morogoro, TZ.Fundraising & Financial Management Fundraised $400k over a 5-year period.

- Responded promptly and professionally to inbound customer inquiries regarding account settlement- Gained skills in customer de-escalation and account settlement- Consistently met monetary goals- Successful in handling a fast-paced call center environment- Excellence in tone and professional customer interfacing