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Work Background
New Relic, Inc.Director, Self Service Support
Jan. 2016 - Dec. 2024Portland, Oregon Area- Introduced KCS to department leadership, acquiring the funding and resources to establish and launch the program, resulting in 20% First Contact Resolution improvement and lower Time to Resolution
- Managed multiple support teams (from 5-15 staff) in various parts of the support business, tracking and reporting on key KPIs including SLA, TTR, CSAT, Self Service Success rate, and more.
- Successfully transitioned customers from over 10,000 accounts to community based technical support and grew monthly active community members 4x, resulting in community support adoption by customers in all revenue tiers
- Migrated to a new community platform, decreasing first time to response for customers by over 70% as a result while maintaining positive CSAT ratings
- Improved self service content consumption 25% through collaborations with Marketing, Product Marketing, and Documentation teams
Drupal AssociationExecutive Director
Jan. 2013 - Dec. 2016Portland, Oregon Area- Transitioned board from tactical approach to strategic oversight, developing organization’s first real strategy. Produced and managed all board meetings, virtual and in-person
- Grew annual revenues from $3M to over $5M and staff from 12 to 25
- Grew annual North American conference for Drupal users, partners, and consultants to over 2,500 attendees and managed 6-10 additional global events annually
- Directed redesigned website on time and under budget for Drupal 8 release
NTENExecutive Director
Jan. 2003 - Dec. 2013Holly has spent more than five years at NTEN, combing through all the technology fads and listening to the NTEN community to line up the webinars, conferences, and research that will help members use technology to make the world a better place. From ubiquitous access to technology leadership to social media trends, Holly brings the wisdom of the NTEN crowd to the nonprofit sector.
TechRocksConsultant
Jan. 1999 - Dec. 2003
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Sr Director, Customer Support