DigitalOceanCommunity Engagement & Performance Lead | Cross-functional Process Improvement | Business Analysis
Jun. 2019 - Jul. 2020Greater New York City AreaLed end-to-end implementation of new social media engagement tooling (SproutSocial), working cross-functionally to insure success. This included, among other things - including requirements gathering, RFP creation, vendor selection and negotiations, executive budgetary approval presentation, all implementation, and training aspects. Designed and implemented a strategy and execution plan as a result of the audit in order to bring customer social engagement into a more ideal future state Identified and revised targeted agent metrics and other performance standards related to social engagement for agents, and developed processes to ensure that agents could meet and sustain them Developed and deployed all training related to community and social media engagement for agents, in cooperation with the Learning and Development Team Worked cross-functionally to bring Asana project management tooling to the Support Leadership and project management teams, as well as to lay the foundation for the possible implementation of live-chat across the department Co-led a taskforce at the request of the department VP to evaluate whether the support team should continue to use Salesforce or migrate to Zendesk Initiated various team and individual development and engagement programs across the department for agents based on needs, requests, or identified skills gaps