Hi, I’m
Sierra Conley
Columbus,Ohio
Overview
6
years of professional experience
Work History
Williams LeaColumbus, Ohio
Workflow Coordinator
02.2024 - Current
Job overview
- Work Request Management: Intakes work requests from the client; including clarification of job instructions and negotiation of deadlines with the requester.
- Project Prioritization: Prioritizes work requests across team and coordinates/balances multiple projects based on experience and following established guidelines, especially when working with escalated deadlines or issues.
- Team Coordination: Facilitates focus and coordination on and between shifts in the production of deliverables to the client in order to meet or exceed the client's expectations for quality, timeliness, and service.
HIMSSChicago, IL
Webinar Specialist
01.2022 - 05.2022
Job overview
- Webinar Production (ON24): Provided end-to-end support for webinar production, including pre-event, live event, and post-event phases.
- Coordination with Program Managers: Collaborated closely with Program Managers on a weekly basis to ensure alignment with organizational objectives and goals.
- Process Improvement: Spearheaded the creation and documentation of new processes and procedures, aimed at enhancing efficiency and effectiveness in webinar production.
CrelateKirkland, WA
Customer Success Specialist
08.2021 - 11.2021
Job overview
- Delivered exceptional support to clients utilizing ATS & CRM software (Crelate), ensuring their success in leveraging the platform's capabilities.
- Effectively troubleshooted technical issues via various communication channels, including chat and phone, utilizing screen share sessions for comprehensive problem-solving.
- Managed and prioritized customer support requests using Intercom, optimizing response times and service efficiency to drive customer satisfaction.
Questline DigitalDublin, OH
Client Operations Coordinator
01.2018 - 02.2020
Job overview
- Client Management: Fostered successful communication channels with SMB clients, ensuring satisfaction and retention.
- Onboarding and Training: Facilitated the onboarding and training of new SMB clients on email marketing and webinar software, fostering seamless adoption.
- Email Marketing (B2B & B2C):
- Created, tested, and deployed email campaigns utilizing CRM, email marketing, and project management software, incorporating A/B testing strategies.
- Managed email lists and segments and provided metric reports with actionable recommendations.
- Process Optimization: Developed and documented processes and procedures, providing regular recommendations to management for process improvement.
- Cross-Functional Coordination: Collaborated with Project Management and Client Success teams on a daily basis to ensure alignment and delivery of services.
- Webinar Production (ON24):
- Conducted onboarding sessions for new SMB clients and provided comprehensive pre-event support, including rehearsals and live session preparation.
- Managed webinar events, ensuring smooth execution by assisting in running presentations, managing sessions, launching polling questions, and resolving technical issues.
- Provided post-event support, including debriefing with leaders, data tracking, report generation, and client communication.
Education
Udacity
Digital Marketing Certificate
University Overview
Eastland Career Center
Interactive Media Certificate
University Overview
Teays Valley High School
High School Diploma
University Overview
Skills
- Customer-Facing Communications
- Request Management
- Retention Management
- Team Collaboration
- Client Success
- Webinar Platform Implementation and Support
- Proprietary Software Support
- Project Management
- Solution Oriented
Summary
Results-oriented professional with over three years of experience in providing exceptional customer support to B-2-B SMB clients. Passionate about driving customer success and fostering innovation. Skilled in delivering personalized customer engagement through chat, email, video conference, and phone channels. Proven track record of meeting or exceeding performance targets. Adaptable team player with a customer-centric mindset and a do-it-right mentality.
Timeline
Workflow Coordinator
Williams Lea
02.2024 - Current
Webinar Specialist
HIMSS
01.2022 - 05.2022
Customer Success Specialist
Crelate
08.2021 - 11.2021
Client Operations Coordinator
Questline Digital
01.2018 - 02.2020
Udacity
Digital Marketing Certificate
Eastland Career Center
Interactive Media Certificate
Teays Valley High School
High School Diploma
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