Robin Wise Email & Phone Number

Lead the Client Services department at MikMak which includes implementation and customer support. Senior strategic leader, people manager, and mentor. I've worked to build a team of strategic and agile thinkers who deliver. I lead with empathy and encourage my teams to value open communication and kindness. I build strong teams and cross-functional processes that encourage adhearance across stakeholders.

Managed a team of 10 product operations experts. Product Operations focuses on supporting all aspects of the product lifecycle. Our main goal was to increase product visibility, collaboration, and communication. Created and optimized processes throughout the product lifecycle, including product launch, bug reporting workflow, customer feature requests, user interviews, product planning, and roadmap. Building scalable and repeatable processes helps Product gain efficiency and focus on what's most important. Product operations excellence and operational support -> video content review, taxonomy, backend set-up, and bulk video management. Product training and enablement -> Help Center documentation, video tutorials, product roadmap and timeline, engineering project tracking, product release notes, and customer-facing product release communications. Bridged the gap between product and customer through various tools and channels such as customer advisory panels, beta partnerships, direct customer calls, and on-demand feedback form. Provided data-driven product insights throughout the product ideation and development stages.Drove cross-functional partnerships with operations teams, product, and engineering to improve the product to customer information flow and increase internal team readiness.

Remote

Directly managed a team of 15 FTE and 3 FTE offshore team members. Completed a successful top-to-bottom people/process/systems restructure of the Implementation department. Developed full customer and internal training suite (virtual video learning, support email templates, job aids, customer journey visuals, knowledge articles). Redesigned SME micro-teams organized by Product/Program expertise, paving the way for a high-performing, customer-centric approach, yet scalable model. Reduced time to onboard new or up-sell/cross-sell clients from 22 days to 7 days, and improved team KPI metrics by 68%, lowering the overall time to onboard and reducing customer escalations.Improvements in the Onboarding experience are directly associated with the reduction of Tier 1 support tickets by 18-27%, year over year. Salesforce problem solver and critical thinker (solving for business needs using salesforce analytics).Developed a suite of reports and dashboards to drive both team KPI goals and organizational metrics.

Nashville, Tn

Supervised 13 FTE resources (PM, QA, DEV) on the professional services team while maintaining ownership of all active and potential projects in the workstream using Mavenlink.Managed and maintained healthy account relationships of over 50 + m2o accounts.Salesforce Administrator back-up and reporting SME, assisting teams cross-functionally.Assisted in closing new business deals, including SOW creation, implementation plan, and execution.Ran monthly billing invoices and managed yearly team financial goals.Hosted post-project post-mortem sessions to gain valuable customer feedback todrive process improvement and streamline the customer experience.Using an agile work stream, I quickly pivoted on project scope and timelines, communicating changes to key internal stakeholders, leadership, and customers.

San Francisco, California

Lead Content Curator for Marketing Cloud Support knowledge database. Managed multiple deadline-driven projects, and collaborated cross-functionally with R&D, engineering, customer support, and leadership. Utilized subject matter experts to ensure high-quality, concise, and technically accurate web content for customer consumption. Promoted customer self-service and case deflection by analyzing multiple data points and utilizing customer feedback. Analyzed customer page engagement (click rates, click paths).

Hillsboro, Oregon

Subject Matter Expert in reporting and dashboards, login troubleshooting, and feature activations and limits.Maintained a 9.5 or higher Customer Satisfaction Survey Rate. Certified Administrator, Advanced Administrator, and Developer.

Hillsboro, Oregon

Lead help writer for Yahoo! Games, Answers, Billing, Wallet, Accounts, Security, and Abuse. Collaborated with engineers, product managers, and marketing to create informative copy for product launches on a deadline.Took part in full restructure of the Yahoo! Help database, rewriting over 100 articles for new style guidelines and adjusted company tone.

Hillsboro, Oregon

I facilitated help to Yahoo! users on community forums, Yahoo! Answers, and via social media platforms, like Facebook and Twitter. Crafted concise answers to questions about Yahoo products, best practices for account security, and recovering a password.

Hillsboro, Oregon

Authored and edited high-quality technical content for the Yahoo! Help pages.Problem-solved escalated cases involving technical issues on the Yahoo! login page andinvestigated breaches of account security and safety.

Portland, Oregon

Assisted the News Copy Editors, Copywriters, and Design Team with daily tasks.Prepared a compilation of stories for the next issue and posted the current issue of the paper for the daily Editor's planning meeting. Uploaded the daily weather forecast from KGW.com, set the margins in InDesign, and then assigned a section and number for the morning paper. Delivered the first stack of fresh papers from the printing press to the Newsroom for all Editors and Writers to review prior to the final press run.

Portland, Oregon

Co-taught a year-long course called Power and Imagination, a thematic course designed to insight critical thinking, and foster the development of core writing and reading skills for students. Developed lesson plans, and provided students with support in writing, critical thinking, reading comprehension, and classwork during three independently taught supplemental courses, three times per week. Reviewed and graded student work and provided feedback.

San Diego, California

Researched bands and upcoming events. Contributor to the weekly calendar of events, “Steppin’ Out With My Baby.”Attended magazine-sponsored events for marketing, such as live music, CD releases, and movie screenings.

Bachelor Of Arts (B.A.), English And Professional Writing

Activities and Societies: Tennis, Ooligan Press (University publisher), volunteered at the John Wilson Room, wrote articles for the school.

Study Abroad, Art History, Travel Writing

Activities and Societies: Local language course, Travel WritingItalian language