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.
• 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.
• 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

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.
• 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