Shelby Johnson Email & Phone Number

Snellville, Ga, Us

Atlanta, Ga

Served as the primary driver for CareerBuilder’s Programmatic + Operations work initiative, ensuring alignment between our Customer Office and Partner Sales Teams and managing the creation of all process documentation related to the Programmatic lifecycle.Led the change effort to overhaul the CareerBuilder Knowledgebase and Self-Service center by identifying gaps in the existing process for creating and maintaining up to date client- facing documentation, organizing and managing a cross-functional team of SME’s to assist with article audits, implementing standard guidelines for article creation and quarterly article reviews to ensure ongoing management, and partnering with the CRM and Engineering teams to migrate all Knowledge articles and self-service training materials to our internal platform, resulting in a $33k yearly cost savings.Ongoing cross-functional collaboration with Product Management, Change Management and Fulfillment teams for alignment on quarterly objectives and Go to Market plans and to ensure that all impacted teams are trained and prepared for fulfillment and support of new and updated product offerings.Drive process management through the creation of detailed SOP’s, standardized workflows and internal training resources for all Sales, Service Delivery and customer Office Teams and manage all internal platforms related to operational readiness communication and documentation.

Atlanta, Georgia

Managed global vendor relationships and created KPI’s outlining handle time and occupancy for the implementation and fulfillment of individual products and services.Created monthly reporting to examine vendor bandwidth and performance and created strategies for continual advancement of product implementation and fulfillment team proficiencies.Managed ongoing cadence with vendors and product teams to identify gaps in product fulfillment and implemented scalable solutions for process improvement. Managed YoY vendor reporting to provide executive leadership with updates on headcount, current company spend and projected spend for the upcoming year.

Atlanta, Georgia

Worked directly as a client-facing Product Implementation Manager for CareerBuilder’s Talent Network Career Site offering and managed the implementation lifecycle based on the client's organizational needs and regulatory requirements.Collaborated cross-functionally and applied strategic planning to protect the product development process and eventual go-live from unforeseen delays.Held ongoing weekly cadence calls with clients to ensure continued alignment on project plans, review the stages and progress of the Talent Network build, identify roadblocks, and manage the go-live timeline. Trained end users on how to utilize their organization’s Talent Network, once Product go-live was complete.

Norcross, Ga

Led customers through the adoption process for CareerBuilder's applicant tracking system.Monitored usage metrics and developed actionable tasks to improve end user adoption and efficiency.Identified opportunities for system improvement by proactively addressing challenges and re-engaging end users through chair sides and optimization sessions.Worked with Sales on account strategies to help uncover potential opportunities for account growth.

Norcross, Ga

Provided ongoing mentoring and training for client support team.Conducted monthly one on one coaching sessions with client support team members to provide feedback and create success plans for relationship building with sales and increasing productivity with assigned accounts.Partnered with sales leadership to ensure efficiency in processes and partnership between sales and client support teams.Partnered with core product teams to communicate applicable information internally in relation to CareerBuilder’s core products.

Norcross, Ga

Provided account support to assigned sales representatives, sales managers, and clients.Conducted on site and webinar trainings for potential and existing clients.Analyzed client account performance through weekly reports and quarterly account reviews.Served as team workflow coordinator to ensure deadlines were met relative to requested deliverables for clients and sales partners.