Tia Fanelli
Worcester,MA
Summary
Ambitious, results-oriented Customer Success Professional adept at applying innovative, entrepreneurial thinking to creatively identify and resolve issues in a timely manner. Adapts quickly to challenges and changing environments. Creates strategic alliances with organizational leaders to effective align with and support key business initiatives. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Passionate about optimizing the customer experience to drive results. Builds high performing customer centric teams by hiring, developing, mentoring and motivating skilled professionals.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Manager of Education
Opentrons Labworks. Inc
Brooklyn, NY
02.2021 - Current
- Evaluate success of training programs and recommend improvements to upper management to enhance effectiveness.
- Implemented and continue to build library of models and reusable knowledge-base assets to produce consistent and streamlined business intelligence results.
- By implementing Confluence and Edubrite I increased employee training adoption by over 60%.
- Manage new employee orientation training process for more than 100 employees each year.
- Assess skill gaps for employees in all departments and develop training courses to meet identified needs.
- Deliver new employee onboarding and training sessions via Confluence and Edubrite.
- Conducted surveys with employees upon course completion to gather feedback for improvement.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Work with upper management to coordinate ongoing technical training and personal development for all staff members to ensure growth.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
Director of Customer Success & Deployment
Botkeeper, Inc.
Boston, MA
05.2019 - 01.2021
- Interviewed, hired, trained, and mentored 6-10 staff by coaching daily, leading performance reviews, and offering constructive feedback to achieve optimal productivity.
- Developed processes, procedures, and training material for Deployment Team.
- Developed key metrics to leveraged and manage performance on regular basis.
- Developed and maintained positive relationships with employees.
- Delegated assignments based on project needs and knowledge of individual team members.
- Resolved all issues efficiently, which in turn enhanced customer satisfaction ratings.
- Analyzed business needs while soliciting customer feedback for process improvements.
- Organized project implementation resources and leveraged expertise to assist organizational rollout.
- Coordinated and managed internal projects and assignments to deliver seamless rollout.
- Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
- Worked closely with organizational leadership, including board of directors, to strategically affect direction of operations.
Sr. Financial Applications Analyst
Centage Corporation
Natick, MA
11.2017 - 04.2019
- Directed onsite training for business users to maximize productivity.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Explained complex, technology-related issues in basic, understandable terms to clients to help educate them.
- Assessed project scope to ensure that all details and customer expectations were completely understood ahead of time.
- Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Coordinated presentations for customers detailing project scope, progress and results.
- Managed up to 26 projects per year.
- Kept projects on schedule by managing deadlines and adjusting workflow as needed.
- Collaborated with project owners and team members to set challenging but realistic goals.
- Gathered and disseminated project materials at key points.
- Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
- Troubleshoot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
- Collaborated with clients from concept through final delivery of product or service.
- Contributed to continuous improvement of Centage based on learning from ideas, client implementation, and previous experiences.
Implementation Specialist
Senior Systems Inc.
Marlborough, MA
06.2013 - 03.2017
- Responsible for specification, configuration and delivery of Business Office software for private and independent schools.
- Managed 12 to 15 ongoing client implementations balancing priorities as needed.
- Managed conversion of data from existing systems to new product.
- Configuration and QA testing of secure, web-based solutions.
- Executed pre-deployment virtual training and database preparation.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Oversee appropriate resources assigned to complete project tasks according to plan; establish criteria concerning deliver ability performance maintenance design and costs.
- Act as liaison between company and client; able to coordinate internal and client technical teams
- Developed and delivered training agenda and meeting minutes for client projects
- Conducted multi-day onsite training and support for implementation
- Developed and delivered "how to" handbook for clients to aid as ongoing training tool.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Made all travel arrangements for on-site training and specification meetings.
Accountant, Controller, Etc.
Multiple Employers
Worcester County, MA
01.1993 - 11.2016
- Overall authority for financial operation of organization, budget preparation and administration, accounting, monthly closing of books of record, account reconciliation, and journal entry adjustments.
- Prepared monthly, quarterly, and annual reports, summarizing and forecasting company business activities and financial position in areas of income, expenses, and earnings based on past, present, and expected operations.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 50%.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Maintained constructive client and vendor relationships.
- Developed organization systems for sales reports and financial records and strengthened operational traceability and operational efficiencies.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Created budgets and forecasts for management group to meet regular accounting deadlines.
- Created and distributed reports on internal and external finances, audits and budgets.
- Introduced internal controls to monitor critical areas of financial control and devised multiple corrective actions to address risks or deficiencies.
- Increased flow of financial information throughout company by improving communication strategies.
- Managed payroll data entry and processing for 100 employees to comply with predetermined company guidelines.
- Supervised product sales and service.
- Supervised and lead staff of 15.
Education
Bachelor of Science - Business Administration
Worcester State University
Worcester, MA12.2005
Associate of Science - Business Administration
Quinsigamond Community College
Worcester, MA12.2001
Skills
- Self-motivated, hands-on, creative, problem solver with a strong work ethic and high energy level who can inspire both team members and customers
- Strong leadership, communication, and program management skills and can balance competing priorities in a very dynamic/fast paced environment
- Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills
- Proven ability to effectively manage multiple projects, processes, and budgets
- Executive-level interpersonal, project management, verbal and written communication and problem-solving skills
- Detail-oriented individual who can think and plan strategically, analyze data, and develop measurable KPIs to drive business focus and decision making
- People management and development; demonstrated leadership through accountability, continuous learning, and improvement
- Prior experience leading and/or building a customer success function within a SaaS organization
- Experience working collaboratively with cross functional teams in a SaaS environment to ensure customer success
- Proven track record of scaling product adoption and identifying/remediating risk across a CSM team
- Recognized in industry as expert with strong financial skills
- Change Management
- Highly proficient with technology and collaboration tools such as Salesforce, Hubspot, Confluence, JIRA, Slack, Mondaycom, GSuite, MS Office, Zoom, Go to Meeting, Google meets, 15Five, Hello Team, Trainual, Edubrite, multiple accounting software, etc
Certification
- Certified: Account Management & Salesforce Design, West Virginia University - 2020
- Certified: Instructional Design Foundations and Applications, University of Illinois - 2021
- Certification: Salesforce Sale Operation Certificate, Google - 2021 currently enrolled
Timeline
Manager of Education
Opentrons Labworks. Inc
02.2021 - Current
Director of Customer Success & Deployment
Botkeeper, Inc.
05.2019 - 01.2021
Sr. Financial Applications Analyst
Centage Corporation
11.2017 - 04.2019
Implementation Specialist
Senior Systems Inc.
06.2013 - 03.2017
Accountant, Controller, Etc.
Multiple Employers
01.1993 - 11.2016
Bachelor of Science - Business Administration
Worcester State University
Associate of Science - Business Administration
Quinsigamond Community College
- Certified: Account Management & Salesforce Design, West Virginia University - 2020
- Certified: Instructional Design Foundations and Applications, University of Illinois - 2021
- Certification: Salesforce Sale Operation Certificate, Google - 2021 currently enrolled
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