Learning Management Systems; Centra, Adobe, and Blackboard
ERICA WALLER
Tucker,Georgia
Summary
Proactive, performance-driven professional with expertise in strategic operations analysis, identifying performance trends, reviewing sales and financial analyses, and interpreting data. Keen understanding of business priorities, committed to managing operations and projects flawlessly while contributing to revenue-producing activities. Cross-functional communicator who easily interfaces with high-profile staff, vendors, and customers. Versatile, innovative, and loyal management professional able to see the “big picture” while staying on top of all the details. Recognized for consistent success in developing the processes and procedures to streamline operations and enhance revenue performance.
Overview
44
44
years of professional experience
1
1
Certification
Work History
Caregiver
Faith AME Zion Church
Tucker, GA
01.2017 - Current
- Providing physical care services for an adult male
- Stimulating emotional expression through activities and engagement
- Setting boundaries and behavioral examples through daily practices
- Teaching daily living skills such as personal hygiene, cooking, shopping, budgeting, etc
- Offering guideline for healthier socialization and increase of independence
- Working with other health and care professionals to maximize progress
- Writing reports regarding their conditions and progress., A faith-based organization serving southwest Atlanta
- A place where people from all walks of life can worship and connect to programs and ministries that foster growth in their spiritual journeys.
Director
Atlanta, GA
01.2013 - 01.2017
- Serving as chief strategist, combined expansive operations expertise and a commitment to excellence to define direction while effectively managing four key areas responsible for generating 93% of the organization’s overall revenue: Inside Sales, Support, Group Services, and Professional Development
- Oversees member retention, management of our largest vendor partners (LexisNexis) relationship, database and subscription renewals, new sales, member support, account management, and quality service
- Coaching, directing, and mentoring a team of 10, including remote staff in charge of serving the U.S
- Awarded responsibility for integration of all legacy systems (financial and Customer database, teams, and processes
- Reported directly to the CEO
- Acknowledged for creating and implementing the framework for LYRASIS to modify, unify, build, and grow internal operations in order to meet member/client needs
- Eliminating departmental silos, encouraging healthy conflict, transparency, and creative solutions throughout the organization
- Successfully sustaining and motivating inside sales force while acknowledging grim organizational financial challenges, implementing aggressive sales goals, and replacing salary plus commission based compensation with salary only, avoiding layoffs and positioning the team to meet and/or exceed goals
- Managing, organizing, planning and executing projects from conception through implementation to include cost-savings program, e-commerce, annual members meeting, and value of membership project
- Evaluating and managing utilization efficiency of internal process and procedures vs their external impact enhancing member/client experience.
Assistant Administrator
LYRASIS
Atlanta, GA
01.1998 - 01.2017
- The nation's largest regional membership organization serving libraries and information professionals
- LYRASIS was created in 2009 from the merger of SOLINET and PALINET, two of the strongest and most successful library networks in the United States
Manager
01.2010 - 01.2013
- Held complete strategic planning, leadership, and operating management responsibility across three teams including Professional Development, Member Support, and Group Services
- Facilitated and co-led the Integration Team as the COO stepped down, overseeing and managing activities of approximately 30 to 50 people from various legacy organizations
- Increase member/client satisfaction and established an environment of camaraderie and support by blending sales and support teams into regional teams, resulting in 85% retention of all legacy members through merger and 91% post-merger and 99% monthly in member satisfaction
- Leveraged expertise in recognizing talent, drive, and potential in staff across all levels, promoting employees to advance positions, transforming the corporate culture and structure of the organization
- Selected to act as a contributor in advancing a work redesign project with IT, Fiscal, Professional Development, and Member Support, streamlining Quote to Order process, and increasing efficiency by automating a labor-intensive manual procedure
- Championed an aggressive reorganization initiative during the organizations merger, establishing a dynamic corporate culture, releasing staff with dignity and respect while overseeing a consistent, seamless transition
- Filled leadership void and revitalized low staff morale, transforming a culture of complacency into one that emphasized service excellence, consistency, efficiency, and organization
- Exceeded/met annual renewal goals of 97% and increased gross margins by 58%
- Managed CRM-enabling projects, crossing multiple development groups, in accordance with the Customer Relationship Marketing Methodology including the project implementation and management of data, to support the successful implementation of new applications and systems based on business objectives which often involved balancing competing demands such as scope, time, cost, and quality, stakeholders with differing needs, expectations, identified requirements (needs) and unidentified requirements (expectations)
- Analyzed, redesigned and documented internal workflows to improve efficiencies which enabled the team to do more with less
- Manage and prepare internal management reports recapping the utilization of resources, project plans and review performance against committed schedules and budgets
Manager
SOLINET/LYRASIS
01.2008 - 01.2010
- Promoted from supervisor to manager of Educational Services and tasked to maintain and execute the yearly training calendar comprised of 600 events
- Managed, coached, and motivated a training team of eight professional instructors, three support team members, four Preservation Team members, and 10 direct reports
- Oversaw content development, logistics, and talent for annual member conferences averaging more than 300 in attendance
- Advanced to Educational Services manager based on outstanding leadership skills
- Took on a dual role, assuming leadership for a flailing Preservation Team while simultaneously leading the Education Department
- Independently recovered $200K in annual lost profits and increased revenues in excess of $100K for the first time ever in SOLINET/LYRASIS history by proactively diversifying and expanding classes and educational events
- Created a collegial environment built on mutual respect and an appreciation for diversity, bridging the divide between Preservation and ES instructors, and implementing new DE training technologies
- Established, formalized, and communicated aggressive goals, linking the organization’s mission and strategy statements to departmental plans
- Co-led the CRM implementation team, developing organization standards, documentation, training, and data maintenance
Supervisor
Educational Services, SOLINET
01.2003 - 01.2008
- Brought on board to supervise the team and lead initiatives in the educational services division
- Played a major role in bringing Distance Education technology into the organization, advancing service offerings
- Leveraged expertise in leadership and communications by cultivating and deepening relationships with the largest vendor/subsidizer, restructuring the training department, and recruiting an entirely new team of trainers
- Surpassed all established annual training goals, including individual and training staff objectives.
Registrar, Event Planner, and Class Scheduler
Educational Services, SOLINET
01.1998 - 01.2003
Education
Political Science
CLARK ATLANTA UNIVERSITY
Project Management
VILLANOVA UNIVERSITY
Skills
Managementundefined
Additional Information
- Project Management; Product Management; MS Office; Visio; Microsoft Sharepoint; Learning Management Systems; Centra, Adobe, and Blackboard; CRM; Microsoft Dynamics, Midas, SalesForce, Oracle; Microsoft Project; MaxCommunicator
Software
MS Office Suites to include Visio, Microsoft Project and Sharepoint
CRM; Microsoft Dynamics, Midas, SalesForce, and Oracle;
MaxCommunicator
Certification
Certified [Job Title], [Company Name] - [Timeframe]
Timeline
Caregiver
Faith AME Zion Church
01.2017 - Current
Certified [Job Title], [Company Name] - [Timeframe]
10-2013
Director
01.2013 - 01.2017
Manager
01.2010 - 01.2013
Manager
SOLINET/LYRASIS
01.2008 - 01.2010
Supervisor
Educational Services, SOLINET
01.2003 - 01.2008
Assistant Administrator
LYRASIS
01.1998 - 01.2017
Registrar, Event Planner, and Class Scheduler
Educational Services, SOLINET
01.1998 - 01.2003
Political Science
CLARK ATLANTA UNIVERSITY
Project Management
VILLANOVA UNIVERSITY
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