Kelly Baker
Neptune Beach,FL
Summary
Program management and project management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes, leading and executing trainings, and aligning initiatives with organizational objectives.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Program Manager
Edmentum
07.2022 - Current
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Identified program obstacles and communicated possible impacts to team.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Developed and maintained logistics workflows, procedures and reports.
- Leveraged operational tools for enhanced project tracking, reporting, and information sharing among team members.
- Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Manage the entire program lifecycle, including definition, planning, execution, and close-out
- Contribute to the development, definition, and improvement of key program management processes and methods
- Communicate program progress frequently and effectively to all stakeholders
Customer Success Impact Manager
BookNook Learning
11.2021 - 06.2022
- Own, manage, renew, and expand the relationship with our Tutoring and SaaS services partners that include schools, districts, and non-profits across the US
- Own, manage, and drive success with multiple stakeholders by onboarding, marketing to schools and families, creating and scheduling professional development opportunities with partners
- Consistently hit revenue and usage targets and goals set with manager
- Collaborate with our implementation team to assist with integration, registration, scheduling, and training of the product with clients
- Provide communication and support to families and other users as needed on use of the program
- Build positive rapport with clients and ability to gain trust and confidence to give them the very best service and experience with our program
- Leads and develops administrative trainings to schools on program navigation, implementation in the classroom and data analysis
- Experience with building and implementing tools that support customer and product workflows that will drive customer support and align with business goals
- Ensures projects connect with project roadmaps and goals of internal and external teams
- Maintains and creates project documentation and coordinate implementation with all project stakeholders
- Manages multiples timelines, organize resources, and allocate those resources to partners to ensure successful launch and implementation
- Organize meetings to facilitate and communicate project goals, enhancements and comfortable speaking with different audiences and forums across all platforms
- Understands, collects, analyzes data through Salesforce and Tableau to report metrics to clients or internal team members
Senior Customer Success Specialist
2U Inc
07.2017 - 11.2021
- Experienced Senior Success Specialist supporting graduate programs and working with faculty at George Washington University
- Assists in overseeing operations for cohorts, class and managing expectations of client experience
- Managed a pipeline of clients to analyze and diagnose risks, update contacts, and provide outreach throughout each quarter
- Managed and lead a team of 8 Success Specialists in supporting a graduate program across the business to generate outcomes for the University and partners
- Monitored efficiency while managing a team, built relationships with internal and external stakeholders, maintained 1:1s to ensure metrics were being met
- Leads and develops the training, professional development to the team, and onboarding of new hires on the team
- Mentored and coaching other specialists in Customer Success and develop and provides leadership training with them to drive best practices and maintain metrics
- Received recognition as leading the number one top enrollment programs of 2020 in Student Success, and third top program in returning student credits relative to budget
- Collaborated and brainstorms learning experience and curriculum design for graduate programs by building online, interactive curriculum from concept to finish
- Partner with internal and external stakeholders, review data through partner feedback (NPS data) to assess risks and build solutions and/or discuss contingency plans to keep and or change curriculum
- Collaborated with other managers/directors in decision making processes, developing program initiatives, informational webinars, and process improvement
- Balancing and prioritizing project management and client management, while supporting team members in meeting program and business goals
- Collaborated with University partners and admissions/enrollment to provide thorough review of the program from inquiry, professional development, onboarding, and practicum (internship) experiences
Classroom Teacher
West Towson Elementary
08.2010 - 07.2017
- Participated with teachers and administrators to plan, organize, and open the building of a new school
- Implemented, tracked, and maintained data for student educational plans (legal documents such as, IEPs, 504s)
- Participated with colleagues in planning and preparation of unit lessons in all core subject areas based on Common Core Curriculum, state standards and learning objectives
- Assessed and maintained records/data of student growth through assessments and educational programs, such as Dreambox Learning in my classroom
- Attended professional development opportunities to further knowledge of new programs and incorporate differentiation in classroom routines and structure
- Trained in teaching and implementing LETRS and Open Court literacy programs for K-5 students
- Partnered with Towson University program to mentor new classroom teachers and professionally develop and train them on new teacher initiatives
- Team lead for grade level
- Represented grade level at meetings with administration and events at school
- Implemented, developed, and assessed new curriculum for students through technical/online training programs
- Then tracked/monitored and assessed efficiency of programs
- Lead teacher for Student Government Association and Faculty Council meetings to improve school climate
Education
M.S. - Technology Education
Towson University
Towson, MD06.2013
B.S. - Elementary Education
Towson University
Towson, MD05.2008
Skills
- Proficiency in Learning Management Systems
- Relationship Development
- Effective Communication
- Problem-Solving and Detail Oriented
- Project Coordination and Management
- Strategic Planning and Decision-Making
- Process Improvement
- MS Office Applications
- Training and Development
- Critical Thinking and Attention to Detail
- Relationship Building
- Stakeholder Communications and Management
- Scheduling and Planning
- Data Analysis
- Influencing Skills
- Customer and Personnel Training
Certification
- Foundational and Advanced Coaching/Training Certifications
References
References upon request
Timeline
Program Manager
Edmentum
07.2022 - Current
Customer Success Impact Manager
BookNook Learning
11.2021 - 06.2022
Senior Customer Success Specialist
2U Inc
07.2017 - 11.2021
Classroom Teacher
West Towson Elementary
08.2010 - 07.2017
B.S. - Elementary Education
Towson University
M.S. - Technology Education
Towson University
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