CARLA HARLEY
Upper Marlboro,MD
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Partner
CAVI Financial
12.2018 - Current
- Execute client payroll, bookkeeping, project management, and other financial services for ad hoc projects and monthly clients.
- Provide business startup services, including business plans and registration, sales projections, and employee benefits.
- Enhances financial performance by analyzing data, identifying trends, and providing strategic recommendations.
- Improved financial accuracy by reconciling accounts and identifying discrepancies in financial records.
- Streamlined the payroll process for increased efficiency through implementing new software tools.
- Ensured compliance with federal, state, and local tax regulations by maintaining updated knowledge of laws and guidelines.
CUSTOMER SUCCESS MANAGER
Wingspan
01.2022 - 05.2023
- Established a trusted advisor relationship with each customer to drive the value of products.
- The voice and advocate of the customers - work with leadership and product teams to identify process improvements or product requirements to help resolve any customer-facing issues, test any new product ideations, and improve satisfaction.
- Planned, tracked, and coordinated the project road map efficiently.
- Acted as the primary point of contact for enterprise clients and their members and the primary point of escalation for enterprise customers.
- Stay current with new products/features, consistently communicate these updates to clients, and conduct intensive training.
- Implement NPS and maintain high scores.
- Conduct intensive training and coaching and set proper metrics for our customer support team.
- Develop case studies for investors, marketing purposes, and prospective clients.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
CLIENT SUCCESS MANAGER
Trapeze Group
02.2016 - 07.2019
- Engaged regularly with customers via regular meetings and quarterly operational reviews (QBR)
- Collaborated with the Account Team to develop and manage solution-oriented plans
- Supported renewals by demonstrating value via account scorecards and client success stories
- Prepared and delivered monthly status reports to include escalations, incidents, enhancements, and conditions of satisfaction
- Provided coaching, education, and best practices to help customers understand their organizational needs (process enhancements or product additions)
- Increased client retention by proactively addressing potential challenges and providing strategic recommendations for improvement.
- Established lasting partnerships with key stakeholders within each client organization to foster long-term success.
- Leveraged data analytics tools to monitor client health scores regularly, enabling early detection of potential issues or dissatisfaction trends.
- Served as an escalation point for critical client situations, ensuring prompt resolution and maintaining high levels of satisfaction.
- Influenced product roadmaps by identifying common client feature requests and communicating them to the Product Management team.
BUSINESS PROCESS ANALYST II (Contractor)
WMATA
01.2014 - 04.2014
- Perform IT Business analysis on all IT-supported applications and make recommendations for improvement of documented processes.
- Prepare Systems Requirements Statements and Systems Design Statements for IT projects.
- Identify and document all business processes in place in the Information Technology Organization.
- Produce RACI charts for each identified business process
- Lead best practices analysis and provide consultative recommendations
- Conduct current state analysis and consult on future state model Gap analysis on internal and externally supported products.
- Streamlined business processes by analyzing and identifying areas for improvement, reducing inefficiencies, and boosting productivity.
- Collaborated with cross-functional teams to develop optimized business processes, resulting in improved collaboration and communication.
SENIOR LEARNING TECHNOLOGY ANALYST (Contractor)
U.S. Department of Homeland Security
10.2012 - 10.2013
- Identified and documented the AS-IS and TO-BE state of the LMS
- Created and maintained standard operating procedures, technical documents related to system design and function, and policies related to the LMS
- Developed communication plans and standards and created communications informing administrators, users, and stakeholders of system outages, enhancements, or issues
- Identified common issues and developed job aids, SOPs, Help Desk scripts, and other resource materials to mitigate problems
- Tested, validated, and published courses
- Tested and helped create plans for new functionality, upgrades, patches, hotfixes, and workarounds
- Provided instructional design support, including gathering requirements and assisting with solutions
- Managed and led weekly meetings with the Tier 1 Helpdesk, analyzed helpdesk metrics, and monitored trends.
- Developed comprehensive training materials for staff, resulting in improved efficiency and understanding of the LMS system.
- Managed content updates and ensured timely delivery of e-learning materials to users.
- Conducted regular system audits to maintain data accuracy, compliance, and security standards.
eLearning PROJECT MANAGER
General Physics
02.2009 - 09.2011
- Act as the primary client contact for project development, including content gathering, project status, and issue resolution
- Project scoping, including clarifying project needs with the client and leading the project team to define requirements, assumptions, risk, cost (hours), and schedule
- Lead project communication, including meeting facilitation, status updates, and prioritization
- Scheduled and ad hoc reporting to clients and management
- Project Roadmap development and maintained adherence to the roadmap timeline/milestones
- Manage the scope and project budget, proactively mitigating risk and/or communicating amendments to the scope, schedule, or budget
- Analyze, negotiate, and resolve issues that jeopardize the ability to meet agreed-upon deliverables
- Routinely create or amend SOPs and other documentation for clients, admins, and end users
- Conduct ad hoc online training/WebEx demonstrations for clients and admins
- Weekly, monthly, and quarterly project status reporting.
- Oversaw regular audits of course content and learning materials, ensuring compliance with industry standards and best practices.
- Developed customized training manuals and tutorials for new users, simplifying onboarding processes while promoting self-sufficiency in navigating the platform.
Education
Bachelor of Science - Business
University of Maryland - College Park
College Park, MD05.2027
Skills
- Strategic Planning
- Financial Administration
- Company processes and procedures
- Customer Relationship Building
- Operations Management
- Real Estate Industry Insight
Timeline
CUSTOMER SUCCESS MANAGER
Wingspan
01.2022 - 05.2023
Partner
CAVI Financial
12.2018 - Current
CLIENT SUCCESS MANAGER
Trapeze Group
02.2016 - 07.2019
BUSINESS PROCESS ANALYST II (Contractor)
WMATA
01.2014 - 04.2014
SENIOR LEARNING TECHNOLOGY ANALYST (Contractor)
U.S. Department of Homeland Security
10.2012 - 10.2013
eLearning PROJECT MANAGER
General Physics
02.2009 - 09.2011
Bachelor of Science - Business
University of Maryland - College Park
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