Molly Glowacki Email & Phone Number

Houston, Tx, Us

Houston, Texas, United States

Los Angeles, California, United States

• Designed and executed the online customer community objectives, strategy and roadmap, leading to active member growth of 22% and reducing the average ‘Time to Answer’ in the forum to less than 1 day (from 20+ days).• Spearheaded Customer Experience (CX) initiatives to implement new processes, tools, and resources to the community, creating an improved user experience.• Launched a cross-functional content calendar and announcement feature for the community homepage, giving customers a comprehensive source of events and critical messages.• Fostered collaboration among community stakeholders by organizing a quarterly roundtable to share community insights and discuss upcoming changes or challenges.• Created and delivered baseline analytics for KPI metrics and provided ad hoc analysis of new trends to leadership.• Managed the team coverage of the community inbox and help forum.• Led close-looped feedback programs by continually defining and documenting new processes for customer escalations.

Houston, Texas, United States

• Created a research-driven communications and marketing plan, including sponsor-approved and both paid/organic content.• Launched a three-month volunteer engagement summer program through Facebook groups.• Onboarded volunteers to the Girls on the Run program by facilitating new and returning coach trainings.• Successfully pivoted coach trainings and programming online during challenging school closures and lockdowns.

Greater Pittsburgh Area

• Grew Fall 2019 program participants by 25% through targeted marketing campaigns and creating processes for tracking and communicating early with ‘at-risk’ teams.• Represented Girls on the Run at local events and community meetings, disseminating information about the programs and volunteer opportunities.• Designed and implemented a virtual site liaison onboard training and resource packet, training 60+ new site liaisons a year.• Created and implemented a communications and marketing plan, including social media, email, print, and Facebook groups.

Houston, Texas Area

• Managed content strategy for social media channels and email campaigns.• Developed a communication strategy and season processes after Hurricane Harvey devastated the Houston area.• Managed volunteer and fundraiser database and provided KPI metrics for staff and Board Meetings.• Facilitated New Coach Training to 100+ volunteers.

• Worked on a high profile TIPS upgrade project by completing in-depth plant tie outs for three facilities. • This role was critical in meeting an aggressive UAT deadline, which kept the project on target for the scheduled go-live date.• Prioritized support-issue due dates on a weekly basis, while troubleshooting ad hoc emergency issues.• Managed a complex enhancement for a client’s journal entry export process. This included gathering requirements, estimating the effort, developing a stored procedure change using Oracle, testing, and providing final documentation for user testing and system configuration changes. • Utilized Microsoft Visual Studio to debug code solutions and created complex SQL queries to troubleshoot and solve application issues and business scenarios.• Utilized Crystal Reports and SAP Business Objects to develop business intelligence reporting.• Owned support relationship for multiple midstream clients. This entailed managing monthly update meetings, handling support issues from origin to deployment, and maintaining a strong working relationship with the client.

• Rotated throughout the fixed income department in areas specializing in corporate and high yield bonds, mortgage bonds, strategic credit, repurchasing agreements, treasury and agency bonds, derivatives, and sales. • Led a group project, that presented on the effects of quantitative easing on financial markets.