Holly Allen
Denver,CO
Summary
Dynamic operations leader with 6+ years experience with strategic planning, operational management, and team leadership. Utilizes in-depth knowledge of business processes to drive efficiency and align organizational goals. Track record of enhancing performance through innovative solutions and fostering collaborative work environment.
Overview
11
11
years of professional experience
Work History
Chief Operating Officer
Wit Digital
06.2024 - 12.2024
- Strategic and operational leader for a 28-person digital marketing agency with a distributed team across all U.S. time zones
- Partnered with the CEO to translate the company vision into three-year strategic goals and operational plans across six service teams; led strategic planning and facilitated annual all-staff retreat
- Established quality assurance standards for website delivery and managed high-stakes client escalations to maintain retention and service excellence
- Led five director-level direct reports managing distributed teams; maintained connection with the entire organization through monthly one-on-ones with all 28 team members
- Designed workflow automation using Slack and Teamwork that reduced turnaround times by 25% and improved project visibility
- Created automated intake systems with smart forms, generating task lists and auto-assigning work to appropriate team members
- Built comprehensive knowledge management systems and SOPs using AI-assisted tools, enabling team autonomy and reducing dependency on institutional knowledge
- Redesigned client and employee onboarding frameworks, improving cross-departmental collaboration and new hire readiness
- Established communication protocols between client-facing and delivery teams
Director of Client Experience
Wit Digital
10.2022 - 07.2024
- Led client relations and team of five Account Managers during organizational growth from 20 to 28 staff
- Managed a team of five Account Managers responsible for client relationships and service delivery across all U.S. time zones
- Served as an escalation point for complex client issues, creating time-based resolution plans and ensuring execution to protect relationships and revenue
- Acted as voice of the customer in leadership discussions, using feedback to inform operational decisions and service improvements
- Conducted ROI analysis tracking revenue from SEO, PPC, and social media efforts; created performance reporting to communicate value to clients
Creative Manager & Digital Project Manager
Wit Digital
09.2021 - 10.2022
- Led the Creative Department and project management systems during organizational scaling
- Managed the full lifecycle of client website builds, coordinating designers, developers, SEO specialists, content writers, and account managers across 17 builds in 2022 and 25 in 2023
- Created project management templates adopted company-wide, reducing average timelines from 120 to 90 days (25% improvement)
- Translated complex client requests into actionable plans, facilitating alignment between technical teams and client expectations
- Established communication workflows between creative and client-facing teams to ensure seamless handoffs
- Collaborated with cross-functional teams to align strategies and ensure project success.
- Handled client communications and led meetings, providing clear direction and consistent updates on design progress.
- Mentored junior team members, fostering professional growth and encouraging skill development.
Project Coordinator
Engrain
10.2020 - 03.2021
Business Development Representative
Granicus
12.2019 - 10.2020
Project Manager
Education Commission of the States
11.2018 - 11.2019
Project Assistant
Colorado Education Initiative
12.2016 - 07.2017
Administrative Assistant
County of Erie, Pennsylvania
06.2014 - 02.2016
Education
B.A. - Political Science
Hofstra University
Hempstead, NY01.2014
Skills
- Business Strategy & Operations: Strategic planning, service delivery optimization, process automation, operational performance management
- People & Organizational Development: Personnel coaching, talent acquisition, onboarding design, team structure optimization, retention strategies, culture building
- Customer Experience: Service quality assurance, escalation resolution, customer advocacy
- Operations Management: End-to-end operational oversight, resource allocation, capacity planning, workflow optimization
Timeline
Chief Operating Officer
Wit Digital
06.2024 - 12.2024
Director of Client Experience
Wit Digital
10.2022 - 07.2024
Creative Manager & Digital Project Manager
Wit Digital
09.2021 - 10.2022
Project Coordinator
Engrain
10.2020 - 03.2021
Business Development Representative
Granicus
12.2019 - 10.2020
Project Manager
Education Commission of the States
11.2018 - 11.2019
Project Assistant
Colorado Education Initiative
12.2016 - 07.2017
Administrative Assistant
County of Erie, Pennsylvania
06.2014 - 02.2016
B.A. - Political Science
Hofstra University