SUZANNE NELSON

Process Improvement:

• Oversee large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders
• Manage backlog of implementation action steps that increased company-wide communication by 70% in 60 days
• Pioneered documenting software solution design creative process through Jira tickets that ensure requirements are captured – scope creep is addressed with client within 7 days
• Publish project charter system for every new launch with all deliverables and metrics available prior to and during implementations – providing nearly 100% alignment on client technical goals

Project Management:

• Document specialized data and requirements to address business demands in Agile environment
• Ensure all client relationships at sales to implementation handoffs are at minimum 85% risk averse with detailed sales handoff plan through cross team collaboration
• Lead all kickoffs, discovery, weekly status meetings with high level stakeholders against rapid deadlines and strict budgets for all enterprise client implementations
• Reduced 90% of missed milestones by tracking all project tasks, risks, and goal projections in Excel, Smartsheet, Monday.com dashboards
• Created implementation methodologies to control project costs and meet deadlines

Feedback Focused:

• Implemented product awareness strategy to engage clients with demos, trainings, and feedback sessions, resulting in less than 5% churn since March 2020
• Supported over 300 brands at Ulta Beauty through product education with goal of upselling program participation by 10% with actual result of over 20% average increase per month
• Launched product “UpVoting” process for ClearForMe Customer Success team to capture and identify most important client feedback with direct pipeline to build roadmap
• Onboarded employees through mentoring program to promote immediate positive feedback and engagement

Operations Oriented:

• Designed, tested, and wrote Standard Operating Procedures for launch and growth of over 300 brands in Ulta Beauty’s Conscious Beauty program
• Scoped gaps in processes and identified areas of risk that were reduced 85% with proactive client outreach plan
• Scaled operations threefold that allowed ClearForMe to support additional three to five retail clients in following year
• Successfully managed budgets and allocated resources to maximize productivity and profitability

Data Design:

• Produced detailed and relevant reports for use in making business decisions through MixPanel
• Captured unique user stories, for example, funnel of consumer conversion at over 46% after using ClearForMe’s tool

Business Development:

• Developed and published ClearForMe sales video for product demos
• Crafted public relations outreach plan that boosted engagement ~30% at UpLink Live LA 2020

User Centered:

• User tested staging website and presented over 10 implemented solutions to improve brand voice and connection with clients
• Researched and developed project steps and timeframe for Airapy testimonials
• Crafted pitch decks for investor facing audiences
• Analyzed data to uncover insights and identify key opportunities to inform strategic decisions

Leadership:

• Managed 14 team members across two diverse teams, building cohesion and efficiency through person-centered leadership
• Leveraged collaborative management, active listening, and insight into process optimization to architect ~65% systemic change in workflow

Process & Workflow Optimization:

• Optimized rx fills team through educational initiatives and workflow improvements, resulting in a highly functional team
• Presented data vital to creating targeted outreach strategies reducing customer churn by ~13%
• Cut one team from 10 to 6 without compromising productivity by utilizing SQL to meet staffing needs
• Taught patients and families to use at-home medical equipment

Leadership:

• Coached over 40 Health Assistants as Lead, performed quality control for calls to foster improved service
• Thrived as one of top four utilized Comcast Health Assistants with highest client engagement
• Organized 30+ volunteers for 2016 and 2017 MLK Volunteer Day, collecting, packing, and shipping care packages to over 100 troops

Learning & Development:

• Developed and facilitated new hire training at pop up school, achieving 96% success rate for over 60 new hires
• Researched HIPAA regulations to design and implement HIPAA awareness training, reducing legal exposure
• Coached two mentees to achieve 90% of their identified goals as inaugural member of peer mentor program