Audrey Gibney
Castro Valley,CA
Summary
Enthusiastic and driven Workmate, with a proven history of attentive customer service, problem solving and ability to partner with Sales (and push back on them when needed!)
I am committed to fostering efficient collaboration with stakeholders while communicating with tact.
I get things done and take pride in making our customers happy.
Overview
13
13
years of professional experience
Work History
Associate Manager, Subscriptions Program
Workday, Inc.
Pleasanton, CA
08.2021 - Current
- Leads a team of 7 Subscriptions Managers, facilitating remarkable performance and results
- Regularly meets and engages with Sales Senior leadership to share results and implement strategies for quicker and more efficient closing of deals
- Works closely with Senior Leadership, Sales Systems, Pricing and Legal on improving our contract languages, pricing methodologies and reporting tools
- Creates, improves, and updates processes and enablement documentation
- Solicits team's feedback and encourages growth by assigning direct reports to projects with cross-functional teams
- Interviews and hires new employees, and work with HR to ensure we increase the diversity of our pool of candidates
Subscriptions Manager
Workday, Inc.
11.2020 - 08.2021
- Exceptional performance facilitated by an extensive expertise and a strong drive for success (consistently exceeded revenue targets on expansion opportunities at 150-165% attainment)
- Collaborated with Sales on upsell/cross-sell opportunities, while keeping customer satisfaction on top of mind
- Partnered with Renewals and Legal on contract structures and languages
- Worked closely with Sales Systems to retire the Subscriptions offline Pricer and offline Ad-hoc templates and operate directly in Salesforce to create quote proposals and submit concession requests
- Collaborated with the Director of Global Business Process & Automation to evaluate operational trends, provide feedback and initiate adjustments to streamline our processes
- Interviewed candidates to fill open positions and fulfilled the role of mentor toward the new members of the team.
Senior Associate Subscriptions Manager
Workday, Inc.
08.2018 - 11.2020
- Top Revenue Contributor every quarter on expansion opportunities (highest ACV, highest # of closed opportunities, shortest time-to-close)
- Brought complex deals to close by addressing customer concerns and devising strategic resolutions
- Led the initiative for Sales to be compensated on expansion opportunities to foster our partnership, be aligned when approaching customers, and boost revenue
- Generated quarterly list of opportunities and managed outreach assignment amongst all team members
- Created and updated customer communication templates
- Revamped and simplified our calculation templates to make them digestible for the customer, clear and visually appealing
- Presented new initiatives to the team during enablement phases
- Interviewed candidates to fill open position.
Business Operations Associate
Human Interest
San Francisco, CA
11.2017 - 08.2018
- Processed the customers 401k contributions in Human Interest's system
- Documented the process for each of the 12 third-party payroll providers we partnered with
- Completed a 1-month reconciliation project at year-end to ensure complete accuracy of all transactions handled by Operations
- Provided support to Implementation Managers during demos.
Small Business Owner, Host & Server
Wright & Co
Detroit, MI
05.2014 - 10.2017
- I created and operated a small French macaron business while working as a Host and Server in several restaurants.
Fraud Manager
Affinitas GmbH
Berlin, Germany
03.2011 - 11.2012
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity and blocked fraudulent profiles
- Trained and supervised 28 Fraud Agents representing 7 different countries within the Customer Care department at our HQ in Berlin
- Worked closely with Product to create policies, processes, workflows, e-mail templates and training content for Customer Care
- Collected feedback from Customer Care and collaborated with Engineering to suggest and implement system improvements
- Identified fraud patterns and anomalies through analysis of large quantities of data and updated the fraud filters accordingly
- Led training on fraud prevention concepts and trends for Customer Service Representatives and Managers.
Customer Care Representative
Affinitas GmbH
12.2010 - 03.2011
- Interacted with a high number of customers via phone, e-mail, and chat to provide and process information in response to inquiries and requests about services
- Utilized active listening and communication skills to address customers concerns
- Documented conversations with customers to track requests, recurring issues, and suggest options for resolution
- Managed and resolved abuse reports.
Education
Bachelors Degree in Tourism and Hospitality Management -
HES-SO
Sierre07-2006
Some College (No Degree) -
Ecole De Photographie Agnès Varda
Skills
- Customer focused
- Problem solving mindset
- Strong attention to detail
- Time Management
- Big picture thinking
- Adaptive mindset
- Enablement content creation
- Negotiation
- Leadership
- Salesforce
- Outlook
- Google Suite
- Excel, Word, PowerPoint
- Asana
- Photoshop, Illustrator, InDesign
Languages
French
Native/ Bilingual
English
Full Professional
German
Professional
Spanish
Elementary
Timeline
Associate Manager, Subscriptions Program
Workday, Inc.
08.2021 - Current
Subscriptions Manager
Workday, Inc.
11.2020 - 08.2021
Senior Associate Subscriptions Manager
Workday, Inc.
08.2018 - 11.2020
Business Operations Associate
Human Interest
11.2017 - 08.2018
Small Business Owner, Host & Server
Wright & Co
05.2014 - 10.2017
Fraud Manager
Affinitas GmbH
03.2011 - 11.2012
Customer Care Representative
Affinitas GmbH
12.2010 - 03.2011
Bachelors Degree in Tourism and Hospitality Management -
HES-SO
Some College (No Degree) -
Ecole De Photographie Agnès Varda