Alisha Guthrie
Raleigh,NC
Summary
Customer Success and Operations Manager with experience in driving process improvement, technical implementations, and cross-functional collaboration. Delivers measurable operational gains—streamlining workflows, reducing inefficiencies, and improving customer satisfaction. Seeks to apply strategic planning, operational efficiency, and process documentation based on data-driven decision making, and stakeholder engagement.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Host
O-Ku
Raleigh, NC
05.2026 - 06.2026
- Greeted and seated guests, ensuring a welcoming atmosphere and prompt service.
- Managed reservations using OpenTable, optimizing table turnover and guest satisfaction.
- Coordinated with kitchen staff to communicate special requests and dietary restrictions effectively.
- Trained new hosts on service standards.
Customer Service Coordinator
Conflux Systems
Cary, NC
02.2026 - 02.2026
- Learned dispatching for Siemens technology.
- Shadowed full-time team members.
Fulfillment Operations Associate
Progressive Business Solutions
03.2025 - 12.2025
- Assisted with the coordination and oversight of the shipping process for a designated project.
- Assisted with management of backend processes that facilitate shipping - including inventory and billing.
- Collaborated with team manager to learn the skills necessary to improve and execute the assigned project.
- Streamlined shipping workflows, enhancing delivery speed and customer satisfaction through improved process efficiency.
- Monitored inventory levels.
- Worked closely with the team to optimize backend processes.
Customer Operations Manager
VitalSource
06.2019 - 12.2024
- Developed standardized processes for Publisher partners, reducing operational inefficiencies by 30%.
- Streamlined workflows across assigned swim lanes.
- Created and maintained comprehensive documentation for operational processes, enhancing team efficiency and reducing onboarding time by 10%.
- Collaborated with cross-functional teams to align on operational needs.
- Led onboarding and training for over 15 new team members, achieving a 90% satisfaction rate in post-training surveys.
- Managed client initiatives across multiple departments, ensuring smooth implementation and proactive issue resolution.
Customer Success Manager
VitalSource
05.2014 - 06.2019
- Developed and executed strategic account growth plans for key accounts, contributing to a 22% increase in revenue across accounts representing 14% of publisher business.
- Coordinated client initiatives with integration and product teams, reducing implementation time.
- Gathered and shared customer feedback across departments, leading to three major product enhancements and a 15% improvement in overall customer satisfaction scores.
- Oversaw the proper implementation of client contract terms.
Implementation Consultant
WebAssign
11.2009 - 05.2014
- Collaborated with the Regional Sales Director to develop tailored strategies for key accounts, achieving a 30% increase in account retention and a 25% growth in account revenue.
- Managed over 100 accounts in Salesforce, tracking activities and opportunities to streamline sales processes, resulting in a 20% improvement in sales efficiency.
- Delivered over 50 on-campus and virtual presentations, leading to a 25% increase in product adoption and generating positive feedback from clients on solution effectiveness.
Education
Bachelor of Science - Business Management
North Carolina State University
Raleigh, NCSkills
- Strategic Planning & Execution
- Process Improvement and Optimization
- Technical Implementation
- Change Management
- Stakeholder Engagement
- Troubleshooting
- Contract Management
- Data Analytics
- Cross functional Collaboration
- Process Documentation
- Event Coordination
- Team Training & Development
- Jira
- Google Workspace
- Microsoft Office Suite
- Salesforce
- Confluence
- Qlik
- Postman
- Cyberduck
- CRM
- Customer Retention
Certification
- 2020 PMP Exam Prep Boot Camp at PMP Exam Prep Boot Camp
- 2015 Sales and Leadership Development at New Velocity
Timeline
Host
O-Ku
05.2026 - 06.2026
Customer Service Coordinator
Conflux Systems
02.2026 - 02.2026
Fulfillment Operations Associate
Progressive Business Solutions
03.2025 - 12.2025
Customer Operations Manager
VitalSource
06.2019 - 12.2024
Customer Success Manager
VitalSource
05.2014 - 06.2019
Implementation Consultant
WebAssign
11.2009 - 05.2014
Bachelor of Science - Business Management
North Carolina State University
Additional information
Co-Founder of Raleigh Creative Coalition from Jan 2022 to Nov 2023