Laurel Saia Email & Phone Number

Delivering value to independent advisors through product education and engagement.

Woonsocket, Rhode Island, United States

- Ensured successful day-to-day program operations, maintained strong partnerships with all related suppliers, and served as subject-matter expert on vendor capabilities and SaaS platform functionality.- Advocated for customer needs, managed timelines and prepared change management communications during cross-functional projects including a concurrent HR feed and Single Sign On implementation, integration of a like-size company’s employees, and launch of 6 new international points of sale. - Championed and educated employees on vendor products. Participated in beta testing and shared feedback directly with the vendor's product team from both site administrator and end-user perspectives.- Led process improvement and documentation initiatives. Gathered employee feedback and regularly maintained FAQs, guides, process maps, communications, and intranet page updates. - Identified user pain points prior to developing and launching 3 detailed processes for urgent bookings, improving the experience of over 400 users annually. - Utilized platform reporting capabilities and Excel to analyze data and identify trends and opportunities.- Took ownership of program successes and challenges, regularly sharing risks and proposals with management. - Trained and transitioned support inquiries and tactical tasks to an outsourced team of 6. Prepared and maintained over 10 detailed SOPs and reference guides. Led team, overseeing accuracy and success through regular qualitative review and coaching. - Maintained a best-in-class online booking adoption rate of 95%.- Facilitated the efficient and successful repurposing of over $1M in unutilized partner funds.

Woonsocket, Rhode Island, United States

- Successfully led multiple new vendor implementations. Managed implementation and sunsetting timelines, prepared communications, educated employees on new programs, products, policies and required actions.- Audited and streamlined reconciliation procedures for invoices totaling over $2M monthly.- Conducted post-acquisition program training presentations for new employees.- Enforced policy spend guidelines, resulting in an estimated $15k+ in cost avoidance annually.- Liaised between multiple vendors to ensure complete & successful transaction data reconciliation.

Woonsocket, Rhode Island, United States

- Handled day-to-day needs and issues, providing customer support and troubleshooting assistance.

Pawtucket, Ri

- Educated clients and partners on company products, partnerships, promotions and itinerary logistics.- Established rapport with clients while ensuring superior customer service, quality control and efficient problem resolution.- Assisted management with training and educating new employees on company policies, procedures and programs.