Phyllis Duff Email & Phone Number

Cambridge, Massachusetts, Us

Kicked off and managed pilot partnership with StoryHunterDeveloped a new strategy for Quarterly Business Reviews and completely refreshed this standard practice by creating Insight Meetings Enabled team on how to run Insight Meetings and collaborated cross functionally with multiple teams to standardize: product, design, marketing, and sales

Cambridge, Massachusetts, Us

Upon hire, quickly ramped and engaged with over 80% of managed book of businessCreated three Salesforce dashboards for CSM and Onboarding team to track performance metrics including: churn risk, activities by type, total calls, customer sentimentAligned and enabled the team on customer call tracking best practices and wrote SOP's

Santa Barbara, California, Us

Collaborated with cross functional teams (Strategic Relationship Managers, Account Executives, Product Developers, Data Operations) to develop an escalation process to resolve customer dissatisfaction and prevent churn. Report on updates and key findings on a monthly basis. Created gap analysis tool and utilized tool to identify specific focus areas for coaching direct reports Defined best practices for Corporate and Horizon customers to increase customer sentiment and decrease churn riskIncreased team KPI for customer response time from >48 hours to team average of 23 hours by tracking in Salesforce and coaching team on best practices for respondingSupported Sr. Managers by providing feedback and data to support resource needs, hiring forecast, and growth assumptions Responded to employee engagement survey results by implementing an overtime policy and team communication protocols to increase team culture and sense of autonomy

Santa Barbara, California, Us

Grew the Customer Success team from 3 to 9 by acting as Hiring Manager Developed new hire training program to increase on ramp time as well as team culture while moving to a remote environment Implemented Salesforce Case Management to streamline customer communication, increase visibility into individual contributor performance metrics, and to create a communication channel with Product Development Launched first customer satisfaction survey in collaboration with the AppFolio UX Team Increased units managed per Customer Success Manager by building roles that allowed team members to specialize

Santa Barbara, California, Us

Onboarded all net new and upsell customers by set go live dates and maintained average customer service survey score of 4.5/5 Performed QA/QC on utility resident charges and delivered prebills to clients by agreed upon deadlines on monthly basisDelivered trainings to customers on WegoWise analytics platform and AppFolio Utility Management workflows Developed onboarding processes and protocols including Kick Off Call, Onboarding Checklist, and implemented official onboarding timelineCo-wrote the Customer Success teams Service Level Agreement (SLA) and distributed internally to cross-functional teams

Onboarded all net new and upsell customers by set go live dates.Submitted customer energy benchmarking reports to meet city compliance ordinances by submission due dates: LL84, GBEE, CA802, D.C., BERDO, and HUD Green Loans (Fannie Mae, Freddie Mac)Performed QA/QC on energy and water data for accurate reporting to city benchmarking authorities.

Maintained a state of compliance per Massachusetts Department of Environmental Protection (MassDEP) Drinking Water Regulations 310 CMR 22.00 and MassDEP Guideline for Public Water Systems (PWS)Communicated PWS laboratory data, billing, compliance notices, regulatory information, and schedules to state/local agencies, clients, vendors, and sub-contractors Performed Quality Assurance/Quality Control (QA/QC) on laboratory data and water quality/quantity results Developed Professional Service Agreements (PSA) and implemented the Scope of Work within specified time frames and within budgetScheduled and managed support staff for water sampling, water treatment system maintenance, cross connection surveys, backflow device testing, sanitary surveys, and media exchanges Supported Professional Engineer/engineering staff as it pertained to site visits, design and drafting, and development of BRP permits for system modifications, UICs, water treatment systems, new source approval, and well abandonment

Worcester, Ma, Us

Worked in a fast-paced environment, while providing technical and additional support for licensed agents. Effectively communicated policy, billing, endorsements, binders, and audit information to clients, insurance underwriters, and agents.Supported front desks’ responsibilities by providing excellent customer service.Organized and participated in multiple community service and ‘Team Herlihy’ sponsored events: Be Like Brit Bowling; Be Like Brit Annual 5K; Boys and Girls Club of Worcester Girls Night Out; Boys and Girls Club of Worcester Backpack Drive; Habitat for Humanity of Central MA; Worcester County Sheriffs’ Department Coat Drive .

Worcester, Massachusetts, Us

Networked internationally to create relationships with local community members and organizations prior to travel.Researched environmental and social conditions at the Los Amigos Biological Station (CICRA), and Puerto Maldonado, in Madre de Dios, Peru.Analyzed qualitative data using NVivo Pro 11 Software and generated explicit sustainability issues, governance gaps, and policy recommendations.Final research paper published in peer review journal:"Duff, P. M., & Downs, T. J. (2019). Frontline narratives on sustainable development challenges/opportunities in the ‘illegal’gold mining region of Madre de Dios, Peru: Informing an integrative collaborative response. The Extractive Industries and Society, 6(2), 552-561."

Taught General Science to middle school children (grades 5-8).Developed and implemented lesson plans that met the MA Frameworks and Common Core Standards, had provisions for diverse learners, and tiered structures for ESL students.Collaborated with faculty and staff to boost performance and success of all students.Successful completion of Massachusetts Educator Licensure Program, MA License #480544.Successful completion of Sheltered English Immersion Endorsement.

Worcester, Ma, Us

Collaborated with a Worcester State University Professor to collect data for an ongoing research project: “4-D Modeling of the Regional Carbon Cycle in and Around Urban Environments: An Interdisciplinary Study to Advance Observational and Modeling Foundations” - funded by a grant from NASA Measured carbon sequestration rates by using methods developed by published scientists.Analyzed forest processes to determine sources and types of carbon reservoirs.Final research paper is awaiting publication.

Master Of Science - Ms, Environmental Science And Policy

Bachelor Of Science - Bs, Natural Sciences