Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Software
Timeline
CustomerServiceRepresentative
Hayley Turner

Hayley Turner

Skokie,IL

Summary

Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs, and transforming customer service standards. Experienced in leading and supervising operational and sales teams.

Overview

12
12
years of professional experience
2
2

Certifications

Work History

Director of Community Outreach

Human Element
Ann Arbor, Michigan
11.2016 - 11.2018
  • Planned and organized quarterly volunteering events with Food Gatherers, Habitat for Humanity, the Salvation Army, Buhr Park, and other various local non-profits
  • Procured equipment and supplies needed to fulfill project requirements and community outreach activities
  • Coordinated with community stakeholders for successful implementation of social and community service initiatives

Project Management Lead

Human Element
Ann Arbor, Michigan
09.2016 - 11.2018
  • Managed development, marketing, design, and BA work on new site builds and existing site maintenance for clients
  • Co-led the Red Team, a development team working on maintenance and new builds, consisting of 2 project managers and 6 developers
  • Led daily scrum meetings and co-led weekly team Level 10 meetings
  • Oversaw UAT testing for company and developed process documentation for new hires
  • Created weekly, customized project reports for clients providing an overview of their account health, status, and remaining budget
  • Created and rolled out new processes for onboarding, employee training, site outage procedures, postmortems, client handbook creation, role descriptions, resource management, and project transition plans
  • Met project deadlines without sacrificing build quality or workplace safety

Founder & Director of Development

Hailstorm-Development
12.2018 - Current
  • Spearheaded development team, driving SEO, analytics, and digital campaign innovation
  • Led development team in implementation and maintenance efforts of 10 client accounts and environments
  • Developed key operational initiatives to drive and maintain substantial business growth
  • Created functional specification and technical specification documents for client capabilities and custom features
  • Orchestrated digital campaigns, yielding measurable ROI improvements. Implemented data-driven strategies, significantly boosting client engagement and conversion rates
  • Conducted target market research to scope out industry competition and identify advantageous trends

Senior Digital Solutions Consultant

Blue Acorn iCi
07.2021 - 08.2024
  • Captured and wrote functional and non-functional requirements, user stories, and acceptance criteria for client-facing Low-Level Designs in the Adobe Commerce platform
  • Acted as senior consultant on existing client accounts in CRM and quality assurance efforts
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Collaborated with teams to define, strategize, and implement marketing and web strategies.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Senior Web Developer

Eppley Institute for Parks & Public Lands
Bloomington, IN
08.2012 - 03.2023
  • Develop and maintain online courses, certificate programs, and websites owned by the Institute for the National Park Service
  • Provide hands-on, real-time support to National Park Rangers on the eLearning platform
  • Developed assessments and user polls to evaluate course effectiveness, altering content and delivery to achieve student learning goals
  • Designed course materials and supported implementation

Technical Business Analyst

Domino's
05.2020 - 06.2021
  • Gathered requirements and defined acceptance criteria, user stories, and development tasks for various implementation projects surrounding Apple Pay, Dynamic Digital Delivery Fee, and Google Drive Time
  • United technological needs from business areas to create company-wide system improvement best practices.
  • Consulted with internal personnel to develop information systems strategies, tailoring technology purchasing, and installation roadmaps to meet users' unique needs along with a cost/benefit analysis.

Program Manager & Scrum Master

Cisco
Raleigh-Durham, North Carolina
11.2019 - 05.2020
  • Developed a detailed Lean-Agile program rollout plan for a 4-week-long internal education and adoption campaign for Webex Teams
  • Worked with members of the Cloud Collaboration team to create and send Cisco-wide user surveys to gauge employee sentiment around Webex Teams software before and after the campaign
  • Managed all implementation processes relating to the campaign including resource management, progress tracking, and delivery of a unified enterprise messaging software
  • Coordinated with global stakeholders to plan and manage the migration from hybrid calling to CUCM (Cisco Unified Communications Manager) for all company employees
  • Developed a Team Capacity document that was used to help Sprint Planning and FY20-FY21 planning, pulling data from JIRA
  • Managed multiple strategic projects with numerous sub-projects or workstreams

Corporate Operations Engineer

Google
Ann Arbor, Michigan
01.2015 - 09.2016
  • Resolved over 30,000 support engagements across ticketing, chat, and phone systems for providing technical support through Techstop, maintaining an above average CSAT score
  • Created matching rules for an internal auto-routing tool called Helpomatic that would move tickets to their required queues for resolution
  • Documented operating procedures, company employee best practices, and created user guides for the Techstop team
  • Communicated directly with internal teams about software changes or deprecations that may directly affect the support team’s ability to continue to provide support for Google employees
  • Provided technical assistance during operational changes via both on-site support and remotely

Education

Informatics -

Indiana University
Bloomington, IN
12.2014

Skills

    • Search Engine Optimization (SEO)
    • Analytics & Marketing
    • Testing and Quality Assurance
    • Business Administration
    • Consulting
    • Process Improvements
      • Policies and Procedures Development
      • Strategic Thinking
      • Business Planning
      • Entrepreneurial and Innovative
      • Operations Management

Certification

  • Advanced Certified Scrum Master (A-CSM), Scrum Alliance - June 2022
  • Certified LeSS Basics - April 2022

Languages

English
Native or Bilingual
Spanish
Limited Working

Software

Adobe Commerce

WordPress

Google Analytics

JIRA/Confluence/Atlassian Suite

HotJar

Figma

Tableau

Timeline

Senior Digital Solutions Consultant

Blue Acorn iCi
07.2021 - 08.2024

Technical Business Analyst

Domino's
05.2020 - 06.2021

Program Manager & Scrum Master

Cisco
11.2019 - 05.2020

Founder & Director of Development

Hailstorm-Development
12.2018 - Current

Director of Community Outreach

Human Element
11.2016 - 11.2018

Project Management Lead

Human Element
09.2016 - 11.2018

Corporate Operations Engineer

Google
01.2015 - 09.2016

Senior Web Developer

Eppley Institute for Parks & Public Lands
08.2012 - 03.2023

Informatics -

Indiana University

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