Mary Beth Rogers

• Assembled CX Behavioral Intelligence global project and ops teams to determine the scope of multiple projects, timelines, operational goals, and desired team alignment.
• Supported leadership by developing and delivering a communications strategy to identify, synthesize, and document project status awareness.
• Developed collaborative, project tracking tool to promote and enable intelligence researchers and analysts to document, modify, and communicate weekly status updates.
• Delivered "retrospective" report to highlight project accomplishments and risks.
• Created a research repository to transform access to internal and partner research.

· Managed daily business operations for SLA World Wide new headquarters in Baltimore, MD.

· Led recruiting and hiring processes for new retail positions in airports throughout the USA.

· Focused digital resources to increase foot traffic, promote brand recognition, and optimize CX.

· Created SOPs and strategies to improve CX and establish a positive work environment.

· Managed stakeholder expectations on process enhancements updates

· Supported eBay’s strategy for enhancing buyers’ customer experience.

· Created documentation for new and modified admin processes.

· Coordinated teams and set expectations on feature delivery and risks.

. Coordinated change management and communication enhancements.

· Supported customer documentation delivery of digital first to any device.

· Managed the process to deliver digitally enabled solutions for legal customer base.

· Used agile and waterfall methodologies to promote a collaborative team culture.

· Digital initiatives included KYC (Know Your Customer) and new product-policy training.

• Managed the development of new workflows needed to support updated global policies.
• Supported global enterprise / government customers with critical infrastructure security issues.

• Managed strategic projects of digital transformation & process improvements for North America.
• Ensured alignment and engagement of relevant business and key training partners.
• Focused support on the innovation and enhancements of financial mobile apps, web-based services, retail and product launches, sales enablement, fraud/risk enhancements, change management, customer education, and process improvements.

• Virtually supported implementation of customer cloud call center solutions and sales enablement programs.
• Utilized hybrid model of project/change management principles and continuous improvement methods to counsel teams to translate strategy into measurable results.
• Facilitated and fostered sales team relationships to deliver on continuous process improvements that increased customer experience.

Project Manager for Partner Engagement

• Managed initiatives to develop partner training on end-user network configuration tool, its policies, processes and operating efficiencies.
• Increases in tool usage of 12%, lead gen up 18%, and revenue up 9%.

Global Security Technology - Connected Business Operations Manager

• Managed development of sales ops policies to integrate SaaS Security products into sales processes.
• Coordinated development of global partner training to drive adoption of “SaaS Renewals.”
• Supported 26% sales growth; new process adoption, and decreased data entry error ratio from 6:10 to 1:10.
• Promoted train-the-trainer format; 80% of global distributor teams training >1K partners

Strategic Program Manager - Global Sales Operations – Project Manager for Education & Development Center

• Managed global sales and engineering program focusing on enhancing product demonstration capabilities at global offices.
• Evaluated and sourced best in class global communication and training organizations.
• Conducted gap analysis to define objectives for the develop a proprietary Sales Masters Series, award winning, global retraining of Cisco sales and engineering managers.
• Partnered with HR to support various Employee Resource Groups.