Experience

North American Butterfly Association

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Program Manager

  • Sep 2015 - Present

  - Manage Butterfly Gardening Habitat Program, process new certification requests, create, print, and mail certification materials. Update Google Map of certified gardens, and manage program website in Wordpress. - Administer Butterfly Count database, assist compilers and regional editors with usability, track payments and count status, and support the count editor with publishing yearly print butterfly count using Adobe InDesign. - Run social media platforms for the entire organization, including Facebook, Twitter, Instagram, and Pinterest. - Created and manage our Wordpress blog. - Conduct member interviews for American Butterflies magazine articles. - Use Fusion Tables to manage our Count and Garden maps. Show less



SAP Ariba

• Germany
• Software Development
• 700 & Above Employee

• Taxonomy Project Manager

  • Jul 2013 - Jun 2015

  - Created and administered a global taxonomy for core Ariba software products to leverage 20,000+ knowledge base solution articles as the taxonomy librarian and program manager. Worked with engineering, documentation, and product management teams to implement a cutting-edge content delivery system to display contextual product knowledge based on a given user interface page.- Responsible for categorizing all customer facing web portal knowledge based on content and audience, utilizing the Drupal-based community administration application.- Acted as a content creator and technical writer for the documentation team’s fixed defect process.- Created Functional Requirements Documents for content aggregation tool used by the user community team to qualify and promote product knowledge, as well as for other internal tools to support operational processes.- Led release readiness efforts for the user community’s content team. Show less

• Knowledge Support Engineer

  • Jun 2011 - Jul 2013

  - Created a self-service process for publishing user help documentation on outstanding issues to our web portal. Worked with in-house developers to provide technical requirements and build logic for solution authoring tools in our Vignette-based content management system.- Contributed to technical requirements, change management, and training programs for a roll-out of a knowledge centered support methodology for the technical support organization. Performed coaching sessions for support engineers and facilitated pilot program for knowledge management initiative.- Redesigned, launched, and managed a new technical review process to ensure the accuracy of web portal documentation content.- Served as project lead on several department wide goals for transitioning support content to a new portal hosted internally, launching self-service support for a SalesForce.com based contract management application, and requisitioning a new Red Hat virtual server to host a development instance of Drupal.- Facilitated relationships and communication with several internal teams, including engineering, marketing, fostering greater collaboration through the participation in root cause analysis for process improvements and regular meetings about the state of our interactions. Show less



SAP Ariba

• Germany
• Software Development
• 700 & Above Employee

• Customer Support Specialist

  • Oct 2010 - Apr 2011

  - Served as a functional expert on Ariba Sourcing, Ariba Contract Management, and Ariba Analysis and Spend Visibility products, handling challenging and sensitive customer service requests.- Part of the Professional Services team responsible for activating and suspending customer sites as part of revenue recognition.- Provided individual coaching sessions for help desk agents, evaluating performance through recorded calls and service requests logged in our customer relationship management system.- Created and edited internal documentation for the use of the Customer Assistance team to ensure accurate service request handling and an adherence to established procedure. Show less

• Customer Support Associate/Assistant

  • Dec 2008 - Oct 2010

  - Provided help desk support for Ariba upstream on-demand and on-premise products to an international business community of buyers and sellers.- Contributed best practices and functional information solution content to the Ariba Knowledge Base.- Onboarded and mentored new help desk agents for the Customer Assistance organization.



JLL

• United States
• Real Estate
• 700 & Above Employee

• Property Management Professional

  • Aug 2008 - Dec 2008

  - Received, coordinated, and documented all property maintenance requests for Bank of America owned banking centers, corporate buildings, and other properties. - Supported properties during emergency situations and security concerns by being the primary point of contact with the customer, engineers, and third party contractors. - Received, coordinated, and documented all property maintenance requests for Bank of America owned banking centers, corporate buildings, and other properties. - Supported properties during emergency situations and security concerns by being the primary point of contact with the customer, engineers, and third party contractors.



Pickering International

• San Francisco Bay Area

• Customer Service Representative

  • Aug 2007 - Jul 2008

  - Served as primary customer contact for a global textile wholesaler, answering and directing all incoming inquiries from the public, ordering supplies, and acting as marketing lead on and off location. - In charge of our swatch program, and created, organized, and shipped marketing packets with fabric samples to facilitate growth for the business. - Assisted with documentation, presentation materials, and off-site events. - Gave technical information and advisement to clients regarding our fabrics, their sources, and production techniques. Show less



Whole Foods Market

• United States
• Retail
• 700 & Above Employee

• Demo Team Member

  • Nov 2006 - May 2007

  - Planned, organized, and executed demonstrations on and off site for seven in-store departments to drive sales and raise brand visibility, and tracked impact on sales for the marketing program. - Assisted the store's administration with store-wide special events, coordinating with external and internal departments such as events specifically targeted towards the Princeton University population. - Worked as a public face for the store, answering customer inquires about products and facilitating a positive user experience. Show less



Rutgers University

• United States
• Higher Education
• 700 & Above Employee

• Front Desk Supervisor

  • May 2006 - Nov 2006

  - Independently oversaw the general operations of 36-room hotel and conference center, providing supervision of all events, dining, and facility needs. - Supervised inn staff of six front desk associates, providing training and an escalated customer service path.

• Front Desk Associate/Night Auditor

  • May 2005 - May 2006

  - Acted as principle contact for guest relations, handled all incoming calls, accepted all reservations, and handled all financial transactions with customers. - Ran the nightly audit financial reports, acted as security personnel during overnight shifts and coordinated emergency maintenance.