Kelly Weitz Anderson Email & Phone Number

Remote

I remotely manage the introduction of new tools and technologies to a diverse team of employees and manage the integrity of the AAWA online database and website. I often recommend solutions to streamline all systems to include events, registration, billing, and inquiries. KEY PROJECTS: - Transitioned a paper database of 10K membership records and 300 pages of content to an online option. Moved the entire website to a new SaaS platform to access member’s information, billing options, and member’s only resources. - Saved the organization $5K by moving the marketing materials and programs for conferences online via an event app. This allowed the event to move to a paperless option as well as allow for timely updates to materials. - Owned each customer's experience across the entire customer lifecycle, including onboarding, driving adoption, continual engagement, renewal, and expansion. - Engaged exhibit-level sponsors (up to $10K) from an online platform to allow senior leaders the bandwidth to pursue sponsors at the $50K and up levels. This included an online signup and payment options via the updated SaaS. - When all events were cancelled for 2020, this had the potential to eliminate a huge revenue stream for the organization. Developed an online conference option that tripled past attendance records with over 1K attendees for each conference, $100K profit, and increased sponsorships. - Developed effective training for customer base and new employees on SaaS membership platform and CRM software as well as any IT support for the organization.

Remote

In this role, I cultivated strategic customer relationships with executive-level stakeholders to serve as a primary advocate for the customer across the organization’s ecosystem. This was instrumental in fostering long-term, profitable business relationships. In addition to these duties, there soon became a need for content moderation and I was able to step into this role to ensure appropriateness. I also created new processes and documentation for new hires and clients to ensure effective onboarding. KEY PROJECTS: - Defined and optimized the customer journey, and directly supervised a remote team of customer engagement coordinators, while escalating complaints to management in a prompt manner. - Efficiently worked through backlogged content review to reduce the response time to clients. Created templates for common responses, added 2 additional staff, and implemented a new platform to reduce response time to 24 hours. - Streamlined the new client training and intake process to better handle a huge influx of clients– grouped similar clients together and cut group training from 10 to 2 days to allow for individual training for more difficult clients. - Converted the knowledge base library from Dropbox to Zoho to allow clients easier access and resolution to FAQ’s. - Drafted and submitted reports on moderation statistics, issues, and outcomes. Moderated social networking communities on Facebook, Twitter, Instagram, Hootsuite, and other social media platforms.

Austin, Texas, United States

Title: Senior Support Engineer | Product ManagerI started this role as the Senior Support Engineer, but soon created a Product Manager position for myself and built a support team from the ground up to manage a team of six team members. Additionally, I planned and managed multiple software projects through the complete lifecycle. This required collaboration with the project team, schedule coordination, and providing updates to senior leadership. KEY RESULTS: - Achieved service levels of 1 hour or less and introduced a SME structure to ensure knowledge accessibility. - Converted support software to Zendesk to allow for reporting, tracking, and accountability for tickets. This allowed for agents to handle more calls and saved the company $40K in the budget. - Transferred 500 website’s content, database, and events in under 48 hours per site. This increased the GoLive numbers from 5 to over 20 per month. - Compiled a list of all current issues with products and triaged bugs and software updates for our developers to schedule quarterly upgrades versus yearly updates on software. - Selected to participate in a speaking engagement at Affiniscape Annual Conference which offered sessions on best practices and new features for web content creation and member-based solutions.