Donna Hawk Email & Phone Number

Greater Atlanta Area

In this role, my responsibilities will be to drive change within our organization- and across Elsevier by aligning disparate content creation processes, inspiring innovation and efficiencies, and helping to transform digital content into a strategic engine of the company. I will help lead the development of the end to end digital content strategy, roadmap and define success for the group. I will work closely with stakeholder groups- Product, Informatics, Technology and Commercial- to support our overall goals.My goal is to drive change across our organization, to optimize content creation processes across 7 disparate content groups and enable us to exploit the potential of technologies such as machine learning and artificial intelligence.

Greater Atlanta Area

I'm responsible for contributing to operationalizing the business strategy, as well as leading improvements in performance within the business. I'll work closely with teams across the CS organization helping to address cross-department/functional processes. Specifically, I will ensure that systems, processes, and metrics associated with the business are optimized to ensure we are executing in a world-class manner and capable of scaling with the anticipated growth of the business. I'll be reporting to SVP Customer Success, with a dotted line to the Clinical Solutions SVPs for specific projects.

Greater Atlanta Area

As a TPM, I translated market problems and customer needs into business and technical requirements. Prioritized technology enhancements according to business and customer needs. Worked closely with product strategist, development team, designers, and end users. Explained product technology to stakeholders, such as sales, end users, and internal stakeholders. Improve process using Lean Six Sigma methodology.This work evolved into leading several special projects. For a large vendor relationship that required several new processes across the business as well as development work, I served as implementation manager to operationalize the terms of the agreement which enabled us to deliver a multi-stage content integration with the #1 healthcare LMS, opening access to 50%+ US hospitals and 4.6M healthcare workers which earned us over $2M in revenue.

Greater Atlanta Area

I managed a team of technical resources that provided tier two and tier three support for internal and external customers. During this time, we transitioned from supporting less than 10 products and $13 million in revenue in 2005 to supporting over 40 products and $48 million in revenue in 2013. By being innovative and strategic, I did not have to increase my headcount during that time and had an extremely low turn-over rate. I routinely handled multiple projects, products and problems that involved sales, product owners, customer services, developers and customers.

Managed a team of front-line support and customer service representatives in addition to my Manager of Technical Services role. I was able to offer strategic and practical advice on reorganizing the services for this team while managing their day-to-day activities.

Managed a technical support team for an online learning management system and nursing skills product. Worked with the team to create a ticket workflow system in Salesforce.

Managed front-line support help desk and a team of developers. I was responsible for the monthly maintenance and support releases for a Learning Management System. Leading this team I was able to keep a queue of tasks assigned to developers and successfully deploy monthly releases of the LMS to fix bugs, deliver custom requests and deliver new features.