Ellen Jones Email & Phone Number

Coral Gables, Fl, Us

Currently lead the company’s enablement program for our partner organizations. This includes building and maintaining trusted relationships with 4 companies and their teams of developers as well as creating and maintaining a yearly certification program for our 6 core products. In the first year of the program we have certified over 50 individuals and they have successfully implemented 5+ clients bringing in $3M in ARR.* To resolve client disruptions from shared SQL servers, collaborated with a cross-functional team to create a separate database tier, resulting in zero support tickets and critical incidents over the last 3 months.* Joining a newly-formed team struggling with disorganization, partnered with business operations to create a project queue system and dashboards, which enhanced team organization, increased productivity, and minimized duplication of efforts.

Coral Gables, Fl, Us

Led a team of 4 direct reports responsible for support team and other critical escalations.Faced with excessive support tickets, created and led a Rapid Response team, training engineers to enhance service delivery, which reduced at-risk clients from 39% to 35% by assisting on over 1,600 tickets in 18 months.* To address knowledge gaps in our complex, customizable software, organized and led upskilling sessions for the engineering team, recording and uploading them to our LMS to enable faster scaling and on-demand learning for new hires.* Led the Escalation Engineering team by analyzing trends in escalation issues and facilitating monthly meetings with cross-functional leaders, which led to targeted training and process improvements that decreased ticket escalation volumes by 25%.

Coral Gables, Fl, Us

Led a team of 3 direct reports responsible for the company’s internal learning and development strategy.* After selecting a learning management system, collaborated with cross-functional leaders to create a curriculum of bite-sized topics on our software, resulting in over 100 individual modules and a scalable learning approach without burdening subject matter experts.* Recognizing the need to celebrate World Mental Health Day, coordinated a panel of employees sharing their mental health journeys, promoting a more inclusive culture and enhancing manager conversations with employees about their unique needs.* As co-head of the Events Committee for our Women’s Network, organized over 5 events, featuring external speakers and a panel of senior women leaders, fostering awareness of workplace challenges and promoting inclusivity.

Coral Gables, Fl, Us

Indirectly led 6 engineers, assisting with technical questions and guiding them on best practices. * Facilitated multi-day, tailored training sessions for 4 clients on various versions, enhancing client adoption and satisfaction through deeper system knowledge and easier self-service for internal requests.* Provided mentorship to 6 engineers, facilitating regular discussions to resolve tasks and challenges, resulting in better code quality and increased customer satisfaction.

San Diego, Ca, Us

Implementation specialist for our Credit Front Office product working on over 50 client projects.* Created tailored solutions for more than 50 customers across 4 product areas, which laid the groundwork for my in-depth system knowledge, further developed throughout my diverse roles.

San Diego, Ca, Us

Worked with a small group of developers on the company’s runner tracking system as well as their websites.* Worked with internal stakeholders to define and refine an entire suite of websites for editorial content for the Competitor group of brands. * Built public iOS apps and an internal web application for business tracking such as volunteers registered for each event. This resulted in a higher degree of automation and easier tracking on the day of the event.

Redlands, Ca, Us

Focused on developing user-friendly applications that provide accessible, actionable data for clients, primarily through contract projects using C# .NET web form applications linked to user actions.