Senior Manager and Product Support Professional with over 15 years of experience working in a variety of diverse organizations, maximizing the client and employee experience and sustaining individual retention with the organization and its services/products. Adept at employee management and training, collaboration, process, continuous improvement, program development and management. Communicative and engaging, with a proven track record of facilitating individualized and comprehensive mentorship that promotes employee success and upward mobility.
Hi, I’m
Angela Donnelley
Chico,CA
Summary
Overview
12
years of professional experience
1
Certification
Work History
Senior Care Business Advisors
Senior Business Analyst, Contract Position
12.2022 - Current
Job overview
- Determined customers' needs and provided brand awareness and recommendations to fulfill requirements.
- Conducted market research and analysis to identify consumer trends and preferences.
- Created reports to track performance of marketing campaigns and suggest improvements.
- Created and launched campaigns across digital and traditional channels to drive sales.
- Collaborated with design team to create visuals for various marketing campaigns.
- Designed, developed and deployed service lines
Stoneridge Software | Remote, Functional
Team Manager
04.2022 - Current
Job overview
- Responsible for a team of 15 financial consultants who implement Microsoft Dynamincs 365 ERP software for Enterprise clients
- Ensure optimal billable hours are archived
- Provide coaching and growth opportunities to team members
- Work tactically and strategically with Project Managers to ensure all projects are staffed and successful
- Obtain optimal staffing levels in an ever changing environment
ClearCare/WellSky, Remote
Senior Manager
01.2015 - 04.2022
Job overview
- Developed a comprehensive and all-inclusive six-week training program for new hires, confirming that all information and documentation was up to date and supported exceptional employee experiences
- Oversee a total of 21 in person and remote team members, consisting of Team Leads, Tier 2 and Tier 1 associates
- Communicating executive functions and responsibilities to enhance the on time and within budget performance of all key performance indicators (KPIs)
- Perpetuate a professionally open environment where client and employee communication and feedback is respected and utilized to promote the continuous improvement of products and services
- Manage all key metrics and reporting within the business unit, analyzing and determining strategic planning necessary to enhance business development initiatives and product effectiveness
- Supervised all leadership level escalation to ensure a great client outcome
- Analyze and identify issues, communicating with clients and employees to troubleshoot and resolve issues in a timely manner to reduce dissatisfaction with products available
- Facilitated over 20 employee promotions internally to Implementation positions as well as to positions within
- Quality Assurance, Integrations, and the Engineering Department
Hilton Hotels
Front Desk Supervisor/Manager
09.2013 - 01.2015
Job overview
- Took time away from professional career to raise young children, Performed operation management duties and worked with 25 staff members across the front desk, bell desk and concierge services department, ensuring that clients received an exceptional experience
- Collaborated with an ever-changing population of clients, ensuring sustained satisfaction with products and services in addition to resolving any and all issues proactively (including escalated issues)
- Motivated employees to consistently exceed organizational expectations through dynamic leadership and mutual respect, promoting open communication and support at all times
- Scheduled employees, evaluating contractual obligations with the organization and relevant industry trends to promote optimal staffing levels while mitigating excess, unnecessary organizational costs
- Core Competencies
- Training, Employee Retention & Support, Process & Continuous Improvement, Strategic Planning, Analysis, Coaching &
- Mentorship, Escalation Management, Issue & Conflict Resolution, Product Support, Employee Management, Technical
- Support, Troubleshooting & Diagnostics, Collaboration & Communication, Quality Control & Assurance, Metrics & Data
- Management, Sales, Scheduling & Staffing, Jira, Salesforce, Microsoft SharePoint, Google Suite, AWS Call Center
Cultural Care Au Pair
Local Coordinator
08.2011 - 09.2013
Job overview
- Collaborated with 15 host families to provide individuals with experienced professionals that addressed and resolved all needs within the individual family unit and environment
- Assessed individual client needs and communicated with clients and employees, coordinating mutually-beneficial relationships and enhancing both client and employee satisfaction
- Initiated communication with potential clients to enhance the effectiveness of lead generation opportunities and increase organizational revenue
- Resolved a myriad of complex, intricate issues for clients and employees, providing unbiased support and ensuring that accurate and effective decisions occur without sacrificing regulatory compliance
Education
San Diego State University
Bachelor of Arts from Science in Psychology
University Overview
Skills
- Analytical Tool Implementation
- Operational Efficiency
- Customer Experience Control
- User Acceptance Testing (UAT)
- Microsoft Office Suite
- Customer Targeting
- Negotiation
- Requirements Definition
- Staff Management
- Change Impact Analysis
- Presentations and Decks
- Business Requirements
- Client Meetings
- CRM Systems
- Business Processes and Procedures
- Product Development
- Administration and Management
Certification
Change management practitioner
Timeline
Senior Business Analyst, Contract Position
Senior Care Business Advisors
12.2022 - Current
Team Manager
Stoneridge Software | Remote, Functional
04.2022 - Current
Senior Manager
ClearCare/WellSky, Remote
01.2015 - 04.2022
Front Desk Supervisor/Manager
Hilton Hotels
09.2013 - 01.2015
Local Coordinator
Cultural Care Au Pair
08.2011 - 09.2013
San Diego State University
Bachelor of Arts from Science in Psychology
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