I am the Sr. Manager of Operations for Veeva Support. I work closely with the Product Support teams and our IT partners to manage all aspects of our internal and customer-facing operations, including managing operational best practices and executing the tactical needs that are generated by Veeva's aggressive growth: Own the roadmap for future enhancement requests to our customer support software and other systems that the product support team utilizesAssist in strategic annual planning and provide operational insight to management on key initiativesCurate robust analytics reports and dashboards to provide strategic Insights and drive the direction of the product support businessPartner with IT to prioritize projects and scope and implement new tools/systems for supportOwn vendor relationships (Zendesk, Survey Monkey, etc.), and work to develop a roadmap and strategic priorities to ensure the needs of the business are being metWork cross-functionally with multiple teams at Veeva to ensure they are working efficiently and effectively with SupportIdentify operational weaknesses and help improve or innovate new processesCreate and maintain existing systems documentation to ensure SOP adherencePlan and organize the annual Support Kickoff event

Conducted research among Field Team to create solution-driven Salesforce strategies that resulted in mining “successful” and scalable Salesforce records into a dashboard enabling the team of ~150 to drive positive growth in KPIs by reducing preparation time by 50% while promoting quick and easy adoption.Developed and created a customized Salesforce solution supporting senior leadership, allowing leaders to remotely lead teams and inspect their expectations while simultaneously reviewing result outputs for their respective clients. Collaborated with cross-functional partners and SLT members to redesign internal Salesforce structure and processes, including profile-based automation, workflow efficiency, and reporting (owning internal stakeholder research to identify pain points, wish lists, etc.).Supported new business implementations by utilizing the Salesforce platform to engage key partners in launch strategy development and influencing internal and external partners to meet key milestones and delivery dates with exceptional quality.

Authored, developed, produced, and formatted online content and performance materials for a customer care group that supported approximately 206 million customers.  Collaborated directly with Marketing, Customer Service, and Sales to ensure correct and accurate product presentation. Input and maintained all topic content written for the end user (frontline retail, telesales, customer service) into the appropriate categorization, including policies, processes, and procedures. Promoted from team Author to Editor within the first six months as a team member after consistently grading high on procedure and writing audits.

Provided extensive training and hyper-support for State of Ohio Board agencies for newly implemented Salesforce platform, including:Partnering with cross-functional client SMEs to capture operational business requirements to develop training plans and reference materials. Collaboration with the client to analyze business processes and workflow rules to improve efficiency and adaptability from the legacy system to Salesforce. Fostering a positive client-consultant relationship to deliver a successful project end-to-end.Use of functional Salesforce knowledge to guide and instruct the client by utilizing in-class and one-on-one training while providing self-produced QRGs and training videos.Development of curriculum-based sandbox training workshops through all phases of project implementation (pre-sprints, development, testing, pre-launch, and post go-live support).Performing thorough system testing to ensure proper functionality of implemented platform.

See above description.

Wrote strategic policy and procedure documentation in free-form and defined templates.Regularly met with client teams to ensure communications needs through collaboration with all levels of management to research and determine correct procedural documentation. Identified cross-team impacts and communication needs as appropriate to peers and superiors.Collaborated with partners to gain consensus and approvals for procedural and strategic communications content.

Managed the HR function in the restaurant ensuring that recruitment, selection, training , scheduling, and performance management functions met or exceeded company specified criteria; Involved in local store marketing efforts; Communicated all company policies, practices, procedures, and changes to team members on a daily basis; Managed the Profit and Loss Statement and assisted with creating action plans for opportunity areas; Ensured overall customer satisfaction, safety, service and cleanliness standards were met;

Wrote, edited and reported news for on-air content as well as web editorial. Hosted weekly public affairs radio shows airing across WHIO Radio station properties.

Managed editorial content of Ohio high school sports for JJHuddle.com and Ohio High magazine including game coverage, enterprise stories, breaking news, features, editorial blogs and columns.  Managed website data utilizing Google Analytics statistics to optimize SEO and to enhance the site visitor experience.