Haley Dervinis Email & Phone Number

Philadelphia, Pa, Us

This role focuses on customer solutions at scale across the entire customer base to help drive broader product adoption by ensuring our customers are fully implemented and adopting best practices. Interventions include webinars, consultations, community participation, and video, field, and in-product guides. Think sales engineer, customer success manager, and implementation specialist mashup that leads prospects and customers to product usage through resources and conversations both inside and outside of the product.Highlights:Designed and delivered short product tip videos delivered in the Help Center, email campaigns, and on an ad hoc basis for high product friction areas that yielded hundreds of views. CSAT score = 5/5 in chats and calls2x Values In Action call out for Creating Advocates (Jan 2024, Aug 2023)What customers are saying:-- "Super thoughtful and flexible in how she approached our needs. Thank you"-- "Haley listened to our needs and hit all the points that we needed to be better creators"-- "I enjoyed how genuinely excited Haley was about the features of Guru and I was excited to learn them!"

United States

Led a variety of interactions (1v1 calls, group workshops, live chat) for VSB and SMB customers in order to reduce friction, increase adoption, demo product features, and drive paid team creation and expansion. Managed renewal conversations of select SMB customers ensuring seamless transitions and continued product usage. Aggregated customer data to produce and improve the interaction experiences and self-service resources. Highlights:CSAT score = 100% in chat and callsAbout Guru: Guru connects to your chats, apps, and docs and delivers the information you need to do your job. It's an AI-powered single source of truth, providing answers everywhere you work.

Oversee academic advising program for 600-800 students. Specifically, I define and execute strategic planning for initiatives and projects related to onboarding, student development, and systemic improvements. I seek to drive positive inactions with our unit and rely on relationship building and finding solutions as I translate needs across the university. As a supervisor, I facilitate a training plan, evaluate employee performance, set goals, and develop growth plans. I am a user and trainer on over 12 SaaS applications, including: DegreeWorks, Blackboard Learn, Hyperion, Banner, and Qualtrics. Highlights: Created and implemented a five-year academic advising program with intentionally timed touch points and learning outcomes that improved student satisfaction levels from 78% to 99% over my 5 years.Chaired the University wide Advising Training and Development Committee (2020). Founding co-chair of Drexel Staff Assembly - Engineering which is the first and only professional staff assembly on campus (2019-2022). Graduated from the Drexel Leaders 2020 Program (2019). Award winner! College of Engineering Outstanding Academic Advising (2019) and Drexel University Innovation in Academic Advising Award (2018).Reimagined curriculum for first year students as well as transfers (10 weeks of content) which is being administered by sixteen instructors to approximately 900 students (2017).Led efforts to design and build an online resource portal used by over 3200 students which aimed to empower students to engage with University resources simply and conveniently. The launch included leading a team of peers for content development and training, creation of a communication plan for the college wide launch, and process for future assessment (2017).

Philadelphia, Pennsylvania, United States

I teach/have taught 3 classes in an adjunct capacity. The Drexel Experience (Fall 2014 – Present), The Concept of Kindness (Fall 2017 - Present), and Introduction to Civic Engagement (Spring 2019). The Drexel Experience: Introduces 30 first quarter (new and transfer) students to the academic and co-curricular facets of life at the university utilizing active learning strategies. I developed this curriculum in collaboration with colleagues. The Concept of Kindness: Seminar-based course for 18 first quarter honors students that explores the concept of kindness through different forms of media and journaling in a collaborative learning environment. I developed this curriculum alone. The Introduction to Civic Engagement: Introduces 50 students to topics such as equality, gentrification, power, privilege, and protesting using the skills of storytelling, listening, and reflection. I tweaked this curriculum and a few of my updates were adopted for subsequent years lessons.

Philadelphia, Pa

I provided educational guidance to approximately 250-550 undergraduate students by empowering them to navigate academic pathways towards success. This required mutual collaboration with the student and working with offices around the University to determine appropriate solutions. In addition, I created and maintained strong relationships with Deans, Department Heads, Program Directors, and faculty members to understand and clarify departmental policies and sustain current knowledge of 5 majors and 7 minors. I led the planning, facilitation, and assessment of approximately 20 advising workshops annually that had specific learning outcomes for targeted groups as per our advising plan.Highlights: Won the Innovation in Academic Advising Award for our Advising Curriculum/Syllabus (2016).Created transfer communication plan for the on boarding of transfer students which included preparing transfer credit evaluations, answering questions, scheduling courses, and estimating graduation (2015).Founded a social club for advisors called "Advising Club" which still meets 4 times a year (2014-2022). Completed the Supervisory Certificate Program (2014).Was a Liberty Scholar Mentor and proudly saw my mentee graduate with their degree (2018).

Philadelphia, Pa

I recruited and yielded graduate level students for 5 MS, 2 PhD, and 7 certificate programs. I managed approximately 600 graduate applicants per year (two intake terms) by collecting application materials, conducting first review of applications, communicating decision information, processing matriculation fees, and overseeing data management by auditing records as needed. I analyzed data to determine trends as well as managed, implemented, supported, and refined the recruitment communication plan. Lastly, I collaborated in the planning, coordination, and hosting of numerous recruiting events on campus and online including the creation and maintenance of presentation materials. Highlight: Assisted in the creation of internal software that streamlined the process for application review and decision dissemination. We called it "mailman."

I supported the head coach in the organization and facilitation of practices for approximately 20 student-athletes. I also aided in college recruiting process by interacting with parents and athletes and examining submitted highlight videos and resumes. Throughout the season, I participated in player development meetings. Highlight: Created an academic support guide for incoming 1st years.

I created, organized, and facilitated weekly practices for 10-15 athletes.

I recruited students primarily by attending study abroad fairs and utilizing connections with faculty and staff from other institutions. I advised and guided students through the application process through pre-departure.Highlight: Created re-entry program that covered reverse culture shock, coping skills and resume, cover letter and interview prep.

A10 - The Mediterranean Sea

I provided guidance, mentoring, and advice to 80 students in a residence hall setting. I also arranged and supervised multiple intramural tournaments for 100-120 students per sport which included the scheduling of events and maintenance of sports facilities and corresponding marketing materials. Highlight: I assisted in the organization of an event that involved entire shipboard community (approximately 800 students, faculty and staff).

Moorestown, Nj

In this role, I maintained organization of production and shipping departments by serving as liaison between technicians, production staff, sales team, customer service, and customers. I organized and prioritized workflow; ordered supplies, maintained office inventory, and reduced waste by planning efficient use printing, mounting, and lamination materials for approximately 100-150 orders weekly. I supervised 10-15 full and/or part-time employees, lead daily staff meetings to determine production/delivery schedule and to discuss specific orders and multiple potential solutions, and arranged part-time staff when needed. Highlights Trained new sales and customer service employees in order entry, work flow organization, and product information.Created 20-30 page customer service manual and multiple policies that improved efficiency and organization.

Moorestown, Nj

I served as the primary contact person for questions, concerns, updates, and estimates for graphic orders and shipping.. I discussed and entered orders for graphics and shipping arrangements (both national and international). Highlight: Learned from some of the best about customer service that included lessons I still refer to today!

B.A., Communications

Activities and Societies: Temple Field Hockey Team, Student Athletic Advisory Committee, Campus Alcohol and Substance Awareness Peer.

Certificate, Digital Media

1 year certificate program

M.S., Global And International Education

Masters Coop: Short-term Study Abroad, Sports and Reflection (2010). I explored the use of sport and articulation and reflection (A&R).

6 Graduate Credits, Student Affairs At Sea Program

Completed MS coop while on board which sought to discover how engaging in sport (at multiple port locations with local athletes).