Summary
Overview
Work History
Education
Skills
Timeline
Generic

Genisee Baird

Indianapolis,IN

Summary

Strategic and analytical Project Manager with 6+ years experience leading cross-functional initiatives that drive process improvement and operational efficiency. Experienced in Salesforce Service Cloud, system integrations, and data-driven process design to enhance visibility, user experience, and unify teams. Proven ability to translate business requirements into scalable solutions, lead user testing and adoption, and build strong partnerships across Go-to-Market and Customer teams. Empathetic communicator who thrives at the intersection of people, process, and technology.

Overview

8
8
years of professional experience

Work History

Revenue Operations Project Manager

Bloomerang
12.2024 - Current
  • Lead cross-functional initiatives to improve systems, processes, and tools across Go-to-Market and Customer teams.
  • Manage full project lifecycle, meeting deadlines and budgets.
  • Align CX and Support processes with operational capacity and performance metrics.
  • Coordinate internal teams and third-party contractors for cohesive project execution.
  • Implemented Salesforce governance framework to drive prioritization and alignment.

Customer Experience Operations Specialist

Bloomerang
07.2023 - 12.2024
  • Managed support system improvements including Salesforce Service Cloud, Knowledgebase, and Customer Portal.
  • Created documentation, led enablement sessions, and oversaw user adoption.
  • Supported workforce operations with forecasting, scheduling, reporting, and metrics tracking.

Director, Customer Support

Bloomerang
07.2021 - 07.2024
  • Unified three support teams post-acquisition into one high-performing organization.
  • Oversaw six managers and 30+ agents, ensuring quality performance and outcomes.
  • Established internal SLAs, training systems, and incident response protocols.
  • Built KPIs and dashboards for multi-channel visibility.
  • Mentored leaders and managed complex escalations with empathy.

Manager, Customer Support

Bloomerang
03.2019 - 07.2021
  • Supervised six specialists with focus on coaching and development.
  • Developed onboarding programs to accelerate new hire readiness.
  • Partnered with Product and Sales to align support operations.

Frontline Support Specialist

Bloomerang
01.2018 - 03.2019
  • Provided frontline support across chat, phone, and email with top-tier performance metrics.
  • Mentored new hires and developed customer training modules.

Education

M.A. - Human Services Counseling

Liberty University
Lynchburg, VA

B.A. - Applied Behavioral Science

University of Arizona
Chandler, AZ

Skills

  • Salesforce Service Cloud
  • Reporting Tools (Salesforce Reports, Zendesk Explore, Freshdesk Reports)
  • Business Analysis (Requirements Gathering, Process Mapping, UAT Coordination)
  • Project Management (Cross-functional Enablement, Scalable Systems)
  • Support Team Leadership (Coaching, Performance Management)
  • Multi-channel Support Strategy (Chat, Phone, Email)
  • Change Enablement (Documentation, Training, Stakeholder Communication)
  • Workforce Management (Forecasting, Scheduling, Metrics)

Timeline

Revenue Operations Project Manager

Bloomerang
12.2024 - Current

Customer Experience Operations Specialist

Bloomerang
07.2023 - 12.2024

Director, Customer Support

Bloomerang
07.2021 - 07.2024

Manager, Customer Support

Bloomerang
03.2019 - 07.2021

Frontline Support Specialist

Bloomerang
01.2018 - 03.2019

B.A. - Applied Behavioral Science

University of Arizona

M.A. - Human Services Counseling

Liberty University

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