Rachel H. Email & Phone Number

Chester, Ny

Creation of systemized business solutions using industry benchmarks to automate company processes, transform and elevate customer experience. Managed quarterly and strategic planning to meet financial goals. Integration of top-rated construction application to enhance client experience and owner process flow.• Increased sales funnel 35% through targeted marketing campaign and clarified customer base. Utilized discovery and qualifiers to identify ideal client at start of sales process. Documented SOP for new hires from lead generation, management of client, building agreement and punch list signoff.• Implementation of full branding campaign including creation of social media presence, interactive company website as well as company manual, creation of small series of construction “how to” videos and a subscription- based training for how to flip homes.

Franklin Lakes, New Jersey, United States

Supported and enabled operational activities and directives of ServiceNow knowledge management, increased utilization of knowledge though active knowledge communities and engagement of stakeholders, simplified and improved customer experience through use of knowledge, tested and deployed enhanced service now capabilities. Maximized knowledge utilization by 40% though initiation of lifecycle management, including strategic 5-year plan for continuous improvement. Decreased service desk call contact by 25% in one month through education of top global business contributors and service desk coordinators. Led implementation of educational solutions for the product owner to improve current content and increase new content contributions to the library where knowledge is located. Drove feature enhancement improvements with the service desk management and leads on ServiceNow tool.

Improved IT relationships with global users through creation and implementation of comprehensive IT educational programs. Ensured adoption of new applications and understanding of IT processes. Managed and delivered communication packages that enhanced technical programs and brought awareness for new company acquisitions, product launches and training programs.Orchestrated the creation, implementation, and execution of a $1-million global training program and achieved 97% attendee satisfaction at 19 major locations. Co-lead Voice of Customer (VoC) project for IT including management of 3 VOC workstreams teams, coordination and execution of strategic planning, communication programs and channels, including management of leader meetings. Developed and executed global IT Senior Leader access session that resulted in the highest rate of employee and leader interaction at BD. This included 500 employees interfacing live with Senior leaders. Launched and implemented Executive town hall improvement initiative, awareness, training and communication refresh programs for products and applications based on customer and executive feedback to assist in one company alignment after merger.

Created and executed innovative global security training and awareness programs through the identification of the top risks and vulnerabilities to be mitigated. Developed global information security awareness program following NIST 800-50 and ISO 27002 guidelines that engaged users on security responsibilities, understanding threats and procedures, and policies to follow.Implemented interactive customer facing security projects including national cybersecurity month, executive admin round tables, security ambassador program, monthly awareness programs, and mascot for awareness video series. Partnered with GIS leads to tailor programs for end user training for new hires, removable media, social media impact, phishing, social engineering, and malware for understanding through program lifecycle.

Facilitated executive sponsorship and awareness for the global information security program and increased end user understanding of daily responsibilities to protect BD’s data.Executed first ever month by month global video awareness campaign introducing the top security risk factors to the company recognized by CEO and top leadership.Managed and coordinated GIS’s largest awareness cyber security campaign to date, increasing participation by 65 % from the previous year.Guided project managers and the business in the recognition of security risk factors during the selection of vendors and made recommendations to senior level management on risk mitigation.

Pioneered creation of a new sustainable 24X7 Global Executive Support system for 130 C-Level and Senior Executives. Drove for solutions to outdated processes and implemented improved technical solutions, collaborated across organizations for localized executive support. Managed end to end process of all C level meetings. Led Top 15 C level executives Win7 to Outlook migration in a one-day adoption of all devices and received recognition from CEO, CIO, and HR VP.Increased white glove meeting support capability by 60%, and established documentation and policies for extended support team on managing executive’s meetings. Streamlined local Windows 7/Outlook migration to complete 2000 migrations in 2-week period.