Darby Shore Email & Phone Number

San Francisco Bay Area

Key Achievements • Identified the need for a better platform for internal product questions and successfully transitioned my organization to a Viva Engage community, boosting user satisfaction from 58% → 70% and engaging over 800 employees, exceeding expectations• Recognized a gap in customer support’s ability to resolve bugs independently and led the creation of a comprehensive bug submission form with clear troubleshooting steps, resulting in 42% fewer bugs reported to Engineering• Serve as the product expert for FranklinCovey’s first AI-based feature, successfully operationalizing the beta launch with 198 clients this monthOngoing Responsibilities• Lead the onboarding process and manage the deliverable deadlines for a team of Product Operations Associates, ensuring timely and successful product launches• Expertly organize and lead quarterly live product trainings for the entire go-to-market team, educating 400 professionals on our evolving product• Partner with Engineering, Design, QA, and cross-functional stakeholders to guide innovative features through the product lifecycle• Author and publish comprehensive internal and external help articles and monthly release notes to ensure thorough product understanding• Act as the primary liaison for cross-functional teams, synthesizing product feedback, and iterating on the feedback loop to increase trust and inform the product roadmap

San Francisco Bay Area

Promotion: 09/01/2021• Operationalized the go-to-market strategy for FranklinCovey's largest product launch in recent years: a new online learning platform https://www.franklincovey.com/impact-platform/• Led post-acquisition business integration of FranklinCovey and Strive• Built out FranklinCovey's Help Center by writing numerous product documentation articles (internal & external-facing) https://shorturl.at/qjPrR• Created an innovative visualization of the product roadmap for internal employees using a ProductBoard <> Sharepoint integration• Effectively curated and led product functionality trainings for 300+ salespeople

San Francisco Bay Area

The EdTech startup I worked at, Strive, was acquired by FranklinCovey in April of 2021: https://news.crunchbase.com/news/exclusive-franklincovey-buys-management-training-platform-strive-for-20m/• Collaborated with customers, typically Heads of HR or L&D Leads, in order to identify customer needs and to create strategic plans• Delegated tasks to Engineering, Customer Success, Product, and Marketing • Efficiently diagnosed and resolved hundreds of bugs, significantly boosting customer satisfaction and product reliability• Owned and executed all product operations; main operator of the product's backend site

San Francisco, California, United States

The EdTech startup I worked at, Strive, was acquired by FranklinCovey in April of 2021: https://news.crunchbase.com/news/exclusive-franklincovey-buys-management-training-platform-strive-for-20m/Please see the description for this role above in the FranklinCovey work experience section.

Berkeley, Ca

PI: Fei Xu PhD / Assistant to: Roya Baharloo PhD candidate• Assisted graduate students with research investigating children’s social and cognitive development• Recruited research participants, observed children’s responses to external stimuli, coded behavior, and managed study data• Increased participation by 33%, which allowed the experiment to be completed on time and on budget• Managed projects, such as the creation of a digital version of the study

Berkeley, Ca

• Provided a low-performing student with personal mentorship, academic tutoring, and emotional support for 3 academic years

Berkeley, Ca

• Responsible for 75 UC Berkeley student mentors providing weekly one-on-one support to underprivileged elementary students, event planning, and coordinating with the teachers and administration for classroom visits• Facilitated weekly executive committee discussions and developed a new and effective program-wide system for tracking mentor hour data, locating resources, and ensuring optimal support for each child’s unique needs

Berkeley, Ca

• Coordinated team communication, schedules, sponsorships, and social media content for Cal Cheerleading• Served as an ambassador for the university and a liaison between Cal Athletics, coaches, and team members

Austin, Texas Area

• Provided customer support and quality assurance for an emerging facial recognition technology startup• Resolved over 500 customer concerns regarding user error and/or issues with the product’s AI, ultimately saving revenue and enhancing user satisfaction• Collaborated with the Human Resources department to create an onboarding guide, the Finance department to resolve financial disputes, the Sales department to manage corporate accounts, and the Chief Operations Officer to tackle high-priority tasks• Covered essential shifts on nights, weekends, and holidays in order to ensure system-wide functioning

Berkeley, Ca

• Supported disabled students by offering note-taking services in order to ensure equal access to lectures• Promoted from note-taker to paid exam proctor as a result of my reliability and positive relationships

Berkeley, Ca

• Managed all administrative business and the onboarding of 150 members, developed and supervised philanthropic projects, and fostered a supportive environment• Communicated as a liaison between the International Organization, Chapter Advisors, Housing Director, and the Collegiate Chapter members

London, United Kingdom

Supervisor: Dr. Mark Silvert, Medical Director & Consultant Psychiatrist• Provided support to the clinical director by leading discussions in therapy sessions in order to help with patient diagnoses and treatment plans• Launched a public relations initiative by creating engaging social media advertisements and enhancing the clinic’s website

San Rafael, California

• Supervised a classroom of children ages 3-5 years• Taught children how to read and write• Assisted children in developing social and emotional skills