Kaylee Baldwin Email & Phone Number

Austin, Texas Metropolitan Area

- Project manage multiple new customer implementations simultaneously - Work with Customer Success to implement new products or accounts for existing customers- Partner closely with primary client contacts in HR Benefits and stakeholders from Payroll, HRIS, IT, and Finance to ensure a smooth onboarding- Evaluate customer needs for the initial scope of onboarding and develop project specifications based on the assessment- Prepare and maintain project plans and client-facing communications including but not limited to project timelines, schedules, agendas, and training plans- Monitor project deliverables and progress through the duration of onboarding and manage deviations as appropriate- Monitor customer health and engagement, identifying risks and issues early and taking corrective action as necessary.

Austin, Texas, United States

- Project managed multiple new customer implementations simultaneously - Worked with Customer Success to implement new products or accounts for existing customers- Partnered closely with primary client contacts in HR Benefits and stakeholders from Payroll, HRIS, IT, and Finance to ensure a smooth onboarding- Evaluated customer needs for the initial scope of onboarding and developed project specifications based on the assessment- Prepared and maintained project plans and client-facing communications including but not limited to project timelines, schedules, agendas, and training plans- Monitored project deliverables and progress through the duration of onboarding and managed deviations as appropriate- Monitored customer health and engagement, identifying risks and issues early and took corrective action as necessary

Austin, Texas, United States

- Onboarded clients onto the Forma platform by creating and maintaining an implementation plan customized to their benefit needs. - Conducted ongoing calls with clients to educate them on Forma's platform and processes and work with them to confirm key milestones and timelines are met. Followed up as needed to keep clients on track and resolve obstacles.- Collaborated cross-functionally with various internal and external teams to set up accounts, integrations, and access for new clients. - Developed and executed strategies to drive customer engagement, loyalty, and satisfaction.- Built strong relationships with customers and served as their trusted advisor and internal advocate. - Monitored customer health and proactively identified and mitigated risks to retention.- Conducted regular business reviews to ensure customers are realizing value from Forma's platform and product.- Provided feedback to Product Management, Marketing, and Engineering and developed strategic plans to improve the customer experience.

Austin, Texas, United States

- Provided members on platform immediate support via live chat and email - Managed and communicate account policy changes for customer accounts - Served as the first point of contact for the Customer Support team on general questions and escalations - Created and facilitated training material for Customer Support new hires - Continuously contributed to educational content and resources for the support team- Collaborated with multiple teams at Forma on projects to help scale and grow Forma's platform and processes

Austin, Texas, United States

- Provided members on platform immediate support via live chat and email- Maintained average CSAT of 98% or higher with a median response time of 32 seconds- Created and facilitate training material for Member Experience new hires- Continuously contributed to educational content and resources for Member Experience team- Handled multiple live chats at one time using accuracy, efficiency, and a positive attitude- Collaborated with multiple teams at Forma on projects to help scale and grow Forma's platform and processes

Austin, Texas, United States

- Collected, recorded, and processed corporate document orders - Collaborated across various business units nationally - Analyzed customer orders to identify errors and omissions, and take appropriate action to verify and retrieve critical account data- Maintained vital deadlines by handling multiple orders, each in different stages of the process - Researched, retrieved and presented any required information in various formats

Springfield, Illinois Area

- Collaborated with the UCC Filing Team to process, document and record UCC documents for various states and jurisdictions within the United States and Canada- Monitored ongoing daily processes that contribute to the UCC Filing Team- Create and maintain different spreadsheets using Microsoft Excel for various projects- Assist with a variety of projects across all department

Springfield, Illinois, United States

- Provided compassionate care by listening to patients' concerns and guiding them by answering any questions or concerns- Monitored patients' conditions and providing updates to the healthcare team- Assisted care team leaders in completing various care tasks- Checked patients' blood pressure, heartbeat and pulse regularly

Bloomington/Normal, Illinois Area

- Performed office support duties throughout the Economics Department of Illinois State University- Daily tasks included but were not limited to copying, scanning, answering phones, working with Microsoft Excel, working with Microsoft Word, and specific errands given from faculty and staff.

Normal, Il

- Took detailed notes at executive council and chapter meetings and distributed summaries to appropriate members - Took attendance at all organizational events to ensure members were actively participating - Organized a ByLaw Revisions Committee by electing representatives and facilitating meetings to ensure organizational policies and bylaws are accurate and up to date

Springfield, Illinois Area

- Provided office support by copying, scanning, faxing, distributing mail, setting up appointments, etc. - Executed customer service to customers who needed assistance

Bloomington/Normal, Illinois Area

- Managed a set of classrooms on a daily basis by reporting the status of the technology, such as the computer, projector, and phone.

Springfield, Illinois

- Aided senators and their corresponding legislative assistants by providing customer service, running errands, and distributing mail throughout the Capitol building and its associated buildings.