Francesca Dawson Email & Phone Number

Portland, Or, Us

Portland, Oregon, United States

Key Achievements:Unified Support Teams: Led learning work stream to consolidate five separate support teams into a cohesive unit, seamlessly supporting five distinct products under the SurveyMonkey umbrella.Training Content Architect: Developed and executed comprehensive training content, ensuring a smooth transition for support teams during the consolidation process.Program Development and Execution:Customized Training Modules: Created tailored training modules addressing the unique support requirements for each product, enabling support agents to become versatile in handling diverse customer inquiries.Change Management and Transition:Change Management Leadership: Spearheaded change management efforts, ensuring a positive mindset shift within the support teams during the consolidation, minimizing disruptions and optimizing efficiency.Facilitated Cross-Team Collaboration: Orchestrated collaborative workshops and team-building sessions to enhance communication and cooperation among support teams, creating a cohesive and synergistic work environment.Content and Knowledge Management:Consolidated Knowledge Bases: Streamlined and consolidated knowledge bases, ensuring easy access to information for support agents handling a spectrum of products.Continuous Content Improvement: Implemented mechanisms for ongoing content improvement, collecting feedback and insights to enhance training materials in real-time.Performance Metrics and Analysis:Data-Driven Decision Making: Utilized analytics to assess the impact of training programs on support team performance, making informed decisions for continuous improvement.🌟 Results:Achieved Operational Harmony: Successfully facilitated the consolidation of support teams, resulting in operational harmony, improved customer support quality, and optimized resource utilization.Enhanced Team Efficiency: Enabled support teams to support five products, contributing to a more versatile, efficient, and adaptable workforce.

Portland, Oregon, United States

Key Achievements:Designed and Delivered Engaging Learning Modules: Spearheaded the development of interactive and user-centric learning modules, catering to diverse employee learning styles and preferences.Revamped Onboarding Program: Transformed the onboarding experience, ensuring new hires felt connected, informed, and empowered from day one. Reduced onboarding time by 40%. Transformed Training Programs: Tailored training programs to address specific departmental needs, aligning learning objectives with organizational goals.Learning Solutions Development:Integrated E-Learning Platforms: Successfully implemented e-learning platforms to enhance accessibility and engagement in training programs, fostering a culture of continuous learning.Utilized SurveyMonkey for Feedback Loops: Leveraged SurveyMonkey tools to gather feedback on training effectiveness, allowing for real-time adjustments and improvements based on employee insights.Employee Engagement Initiatives:Organized Learning Events: Orchestrated engaging learning events, workshops, and webinars, fostering a collaborative and knowledge-sharing culture within the organization.Performance Metrics and Analysis:Established KPIs: Defined key performance indicators (KPIs) to measure the success of learning programs. Tracked and analyzed metrics to continually optimize content and delivery methods.Data-Driven Decision Making: Utilized analytics and feedback data to make informed decisions, ensuring learning experiences evolved in line with employee needs and industry trends.Cross-Functional Collaboration:Subject Matter Expert Collaborations: Partnered with subject matter experts to incorporate industry best practices and latest trends into learning content, ensuring relevance and applicability.Continuous Improvement:Implemented Continuous Feedback Loops: Established mechanisms for ongoing feedback, enabling continuous improvement of learning experiences based on evolving employee needs and feedback.

Portland, Oregon, United States

Created, edited, and managed internal resource guide (wiki) for SocialCare team to document team workflows, case handling scenarios, tool instructions, emergency procedures, etc. Introduced, planned out, designed, and wrote a series of short, easy-to-understand Q&As for monthly FAQ series on Instagram Stories maintaining the company's friendly voice & tone.Collaborated with cross-functional teams to gather data from multiple sources to inform and design support-specific content for social media channels. Identified a need for documentation of SocialCare global shift coverage and documentation of internal workflows. Created a color coded schedule and process to ensure 24 hour coverage across the team and reduced lapses in coverage by about 90%. Aligned with Customer Operations to implement a quality program for SocialCare support interactions. Work with business users to problem-solve complex use cases via survey design. Guide users via email on advanced survey design using friendly, easy to understand steps to help them choose the best question types, gather the most relevant response data for their needs and, generating the most useful/actionable results. Support users via email, phone, and social media with account or survey related questions - requires excellent written communication to provide a personable and instructional correspondence.Ramped-up within the CER role 50% faster than the typical timeline. Consistently exceeding metric expectations over 100% and received awards for stellar customer interactions and customer-centric approach.

San Jose, Ca

As a dog sitter on Rover.com I open up my home to dogs who need a place to stay while their owners are unavailable to watch them. I am also trusted to go into client's homes to watch their dog while they are away inside their home. I care for and give the dog's exercise, attention, and love to make sure they are comfortable while their owners are away.

San Jose, Ca

As an academic advisor I assist students with their goals in achieving academic success. Together we can create educational plans and navigate the university technology and policies and with my advising team we put on advising workshops to guide students in the right direction and help them graduate in a timely manner. I also serve as the programs coordinator to create and facilitate events for students engagement and department visibility.

San Jose, Ca

For this dog walking position I walk client's dogs while they are out of the home so that their dog can get the exercise and attention they need while their owners have gone to work. I am trusted to go into the owners home and fetch their dog for a walk and return them all while the owner is out of the house.

Work with a variety of different events and festivals in terms of set-up/clean-up, on-site management, and customer service.

Casa Student Success Center

As a Lead Peer Advisor, I work in the CASA Student Success Center helping serve student needs by referring resources, answering academic policy questions, and making appointments for the advisors in the center. I also meet with several students each week to help them improve study habits and time management skills in order to facilitate their academic success. I oversee the other peer advisors in the center and help find solutions to keep the CASA Student Success Center running in a top notch condition so that students can find all of the answers they they need in one place.

Recreation Management

Activities and Societies: Delta Zeta, Spartan Marching Band

Education record

Activities and Societies: Marching Band, Catering Club