Brooke Welling, MA
Project & Event Manager at San Diego Italian Film Festival- Claim this Profile
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English Native or bilingual proficiency
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Italian Full professional proficiency
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French Elementary proficiency
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Spanish Elementary proficiency
Topline Score
Bio
Tom Schuck
Brooke is the epitome of the intelligent growth mindset type of partner you want on your team. Her kindness and warmth are infectious. Brooke worked with me for several years before reporting to me during the tail end of her time at PetDesk and she the pinnacle of professionalism. She excelled at understanding and empathizing with customers. In a product-led organization, she truly embodied the voice of the customer which inspired her team to provide meaningful solutions to very real problems. Additionally one of my favorite qualities and skills that Brooke encapsulates is profound self-awareness and the ability to take and act on constructive feedback, modifying her approach to meet her team where they needed to be met. Brooke is a gem and will add immense value to her future endeavors.
Shona Fenner
I enjoyed working with Brooke for five years at PetDesk and through multiple roles. She's consistently been a reliable, trusted resource who can find details others miss. Her attention to detail and genuine care is evident in her work and how she relates to others. Brooke is considerate, collaborative, and unafraid to take on a challenge. She's one of those people that either knows every answer or will make sure you get the answer you need. Given our considerable history, I confidently recommend Brooke!
Tom Schuck
Brooke is the epitome of the intelligent growth mindset type of partner you want on your team. Her kindness and warmth are infectious. Brooke worked with me for several years before reporting to me during the tail end of her time at PetDesk and she the pinnacle of professionalism. She excelled at understanding and empathizing with customers. In a product-led organization, she truly embodied the voice of the customer which inspired her team to provide meaningful solutions to very real problems. Additionally one of my favorite qualities and skills that Brooke encapsulates is profound self-awareness and the ability to take and act on constructive feedback, modifying her approach to meet her team where they needed to be met. Brooke is a gem and will add immense value to her future endeavors.
Shona Fenner
I enjoyed working with Brooke for five years at PetDesk and through multiple roles. She's consistently been a reliable, trusted resource who can find details others miss. Her attention to detail and genuine care is evident in her work and how she relates to others. Brooke is considerate, collaborative, and unafraid to take on a challenge. She's one of those people that either knows every answer or will make sure you get the answer you need. Given our considerable history, I confidently recommend Brooke!
Tom Schuck
Brooke is the epitome of the intelligent growth mindset type of partner you want on your team. Her kindness and warmth are infectious. Brooke worked with me for several years before reporting to me during the tail end of her time at PetDesk and she the pinnacle of professionalism. She excelled at understanding and empathizing with customers. In a product-led organization, she truly embodied the voice of the customer which inspired her team to provide meaningful solutions to very real problems. Additionally one of my favorite qualities and skills that Brooke encapsulates is profound self-awareness and the ability to take and act on constructive feedback, modifying her approach to meet her team where they needed to be met. Brooke is a gem and will add immense value to her future endeavors.
Shona Fenner
I enjoyed working with Brooke for five years at PetDesk and through multiple roles. She's consistently been a reliable, trusted resource who can find details others miss. Her attention to detail and genuine care is evident in her work and how she relates to others. Brooke is considerate, collaborative, and unafraid to take on a challenge. She's one of those people that either knows every answer or will make sure you get the answer you need. Given our considerable history, I confidently recommend Brooke!
Tom Schuck
Brooke is the epitome of the intelligent growth mindset type of partner you want on your team. Her kindness and warmth are infectious. Brooke worked with me for several years before reporting to me during the tail end of her time at PetDesk and she the pinnacle of professionalism. She excelled at understanding and empathizing with customers. In a product-led organization, she truly embodied the voice of the customer which inspired her team to provide meaningful solutions to very real problems. Additionally one of my favorite qualities and skills that Brooke encapsulates is profound self-awareness and the ability to take and act on constructive feedback, modifying her approach to meet her team where they needed to be met. Brooke is a gem and will add immense value to her future endeavors.
Shona Fenner
I enjoyed working with Brooke for five years at PetDesk and through multiple roles. She's consistently been a reliable, trusted resource who can find details others miss. Her attention to detail and genuine care is evident in her work and how she relates to others. Brooke is considerate, collaborative, and unafraid to take on a challenge. She's one of those people that either knows every answer or will make sure you get the answer you need. Given our considerable history, I confidently recommend Brooke!
Credentials
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Scrum Master Certified (SMC)
Scrum AllianceNov, 2020- Nov, 2024
Experience
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San Diego Italian Film Festival
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United States
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Movies, Videos, and Sound
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1 - 100 Employee
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Project & Event Manager
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Feb 2021 - Present
• Hosting and co-moderating bi-monthly Zoom discussions alongside the Artistic Director.• Interviewing film-related guests; translating between guests and audience.• Taking in questions and program feedback for future consideration/planning.• Focusing on Member and audience retention by writing monthly newsletters, making meaningful connections at in-person events, and providing technical/customer support.
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Project Coordinator
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Jan 2019 - Jan 2021
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PetDesk
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United States
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Software Development
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1 - 100 Employee
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Product Owner & Scrum Master
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Apr 2021 - Jul 2022
• Actively led the development, go-to-market planning, and phased release of a new multi-channel communication (desktop) dashboard for enterprise veterinary groups.• Expanded the PetDesk software platform originally intended for individual veterinary clinics; contributed to major growth in enterprise sales revenue, delivering over $1M MRR in first 9 months of testing availability.• Determined feature requirements with the project's Sr. Product Manager by working directly with enterprise groups’ Executive Marketing stakeholders on an ongoing basis; maximized value delivery by incorporating business technical objectives and existing feature requests from both enterprise and individual veterinary customers.• Owned and set the product vision in clearly defined user stories and acceptance criteria for mass messaging, multiple automated marketing and service-based campaign types, drafting and editing, data requests, and A/B testing.• Passionately advocated for the customers’ point of view regarding communication scheduling/timing, creative control, client and clinic personalization, templating, segmentation and client retention, available channel types (e.g. SMS), and enterprise-level management and user permissions.• Consulted Lead Engineers on functional specifications, feasibility, and scope for projecting deliverables and timelines; led brainstorming sessions and analytical problem solving.• Collaborated with Sr. UX Designers on user flows, mockups, and prototypes; co-led user interviews and prototype/design reviews; set priorities and managed timelines.• Communicated roadmap priorities and established sprint goals for a 10-person Scrum/development team; facilitated all Scrum ceremonies; managed bug intake.• Shepherded enterprise alpha and beta testers with product demos and support; wrote detailed feature guides for customers and company knowledge base.• Performed qualitative research for a future iteration of the product for individual veterinary clinics. Show less
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Sr. Customer Support
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Feb 2019 - Apr 2021
• Identified, handled, and prioritized bugs reported to the Customer Experience and Sales teams; conducted thorough analysis, and wrote clear and valuable Jira reports.• Resolved 350-500 customer-reported issues or inquiries on average per month; sustained a 98+% Customer Satisfaction Score.• Trained 5 Customer Support team members on product knowledge, troubleshooting, and customer success.• Contributed to Customer Success Dept. process-improvement and bug-related projects.Edited the company’s public Help Center articles prior to publishing. Show less
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Customer Support II
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Jun 2018 - Feb 2019
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Customer Support I
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Nov 2017 - May 2018
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Sales Development Representative
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May 2017 - Nov 2017
• Explained the value of a mobile communication channel to Practice Managers and DVMs through discovery-style, open-ended conversations.
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Istituto Comprensivo Statale di Gardone Val Trompia
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Brescia, Lombardy, Italy
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English Teaching Assistant
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May 2016 - Dec 2016
• Taught the English language to first, second, and third-level middle school classes using the CLIL second-language acquisition methodology. • Taught the English language to first, second, and third-level middle school classes using the CLIL second-language acquisition methodology.
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University of Illinois Urbana-Champaign
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United States
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Higher Education
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700 & Above Employee
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Graduate Italian Teaching Assistant
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Aug 2014 - May 2016
• Taught and graded course work for over 100 undergraduate and graduate students taking Italian 101. • Taught and graded course work for over 100 undergraduate and graduate students taking Italian 101.
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Intern
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Jun 2015 - Aug 2015
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Convitto Nazionale Pietro Longone
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Milan, Lombardy, Italy
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English Teaching Assistant
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Jan 2014 - Jun 2014
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Student Assistant to Director of Research
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Apr 2013 - Dec 2013
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Columbus Museum of Art
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United States
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Museums, Historical Sites, and Zoos
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100 - 200 Employee
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Education Intern
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May 2013 - Aug 2013
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The Ohio State University Alumni Association
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United States
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Higher Education
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1 - 100 Employee
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Outreach and Development Leader
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Mar 2011 - May 2013
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Garth's Auctioneers & Appraisers
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United States
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Retail Luxury Goods and Jewelry
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1 - 100 Employee
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Archival and Auctions Intern
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Sep 2012 - Apr 2013
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Education
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2014 - 2016
University of Illinois at Urbana-Champaign
M.A., Italian -
2010 - 2013
The Ohio State University
B.A., History of Art and Italian -
Siena Italian Studies
Full Immersion Study Abroad
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