Mary Kidd Email & Phone Number

Minneapolis, Mn, Us

Frisco, Texas, Us

San Francisco, California, Us

I am a five-star cat-sitter with 25+ reviews and 15+ repeat clients within the Greater Minneapolis-St. Paul metro area.

Tysons, Virginia, Us

• Led the deployment of Salesforce Service Cloud, managing the import of 8+ million contact records, reconstructing backend workflows, and establishing new web integrations in just two months while simultaneously migrating the organization’s 1,500+ employee Learning Management System to Workday Learning.• Recipient of the 2023 Silver Stevie Award: Woman of the Year in Customer Service and featured as one of 23 Inspiring Women to Watch in 2023 by TechSee, a visual computing and Augmented Reality platform.• Advise C-Suite and senior leadership on strategic business decisions and negotiations, saving the company upwards of $150K+ per year.• Set the precedent for company-wide Systems teams, establishing a department to supervise and administer 15+ cloud applications including Salesforce Service Cloud, Talkdesk CCaaS, Calabrio WFM, Skilljar and Workday LMS, NICE CXone Expert Knowledge, Jira and Confluence, and additional customer support and training solutions.• Directed an eight-week development and deployment of the organization’s first GPT LLM as part of our partner services offering, reducing support volume by 17%.• Collaborated with senior leadership to create a system to track efficiency in delivering and improving the overall experience for partners, leading to a 94.1% Customer Satisfaction (CSAT) score in 2019, and a 15% increase in CSAT response rates in 2021 & 2022.• Built the business operations behind Alarm.com’s Professional Services suite, working cross-functionally with Legal, Training, Sales, and Product teams to create a streamlined workflow from SOW to system deployment and generating over $142K in revenue in 2022.

Tysons, Virginia, Us

• Orchestrated the operations behind the award-winning Alarm.com Certified Technician program, including automating shipping and fulfillment logistics to send certification packages to over 10,000 customers and integrating our partner website with an external LMS, Salesforce, and data warehouse.• Solely executed three LMS migrations while simultaneously redesigning the front-end user experience, developing a content management solution, and leading the integration between each LMS and our data warehouse.

Tysons, Virginia, Us

• Designed and delivered project requirements, user stories, and interactive mockups for our partner education dashboard, achieving Alarm.com the “Best Education and Support Program” Award at CES 2019.• Worked cross-functionally with Engineering, Finance, Product, and subsidiary teams to design UI and UX specifications resulting in operational improvements to the partner experience on the Alarm.com Partner Portal and the PointCentral vacation rental management customer operations.

Tysons, Virginia, Us

Within one year of joining the company, I created the internal operations and led the integration planning for the award-winning Alarm.com Certified Technician program that launched in 2016. This included intensive development and cross-functional collaboration with Product, Engineering, and IT teams.During this time, I led the project execution and data migrations for two Learning Management Systems.

New York, Ny, Us

Charlottesville, Va, Us

Charlottesville, Va, Us

Charlottesville, Va, Us

Washington, Dc, Us

Charlottesville, Va, Us

Bachelor Of Arts, Spanish, Foreign Affairs

Bachelor Of Arts, French