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Years of experience: 25
Call CenterC-level ExecutiveCustomer ServiceHelp Desk SupportChat SupportLive Chat
Trust Score
Exceptionally trusted; proven professional excellence.
Holly's Career Path
Jan. 2016 -Dec. 2024
New Relic, Inc.Director, Self Service Support
Portland, 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.
- Suc...
Jan. 2013 -Dec. 2016
Drupal AssociationExecutive Director
Portland, 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...
Jan. 2003 -Dec. 2013
NTENExecutive Director
Holly 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.