Summary
Overview
Work History
Timeline
Generic

Tina Tran

Suwanee,GA

Summary

High-performing Enablement Manager skilled in onboarding new hires and driving performance metrics. Adept at managing diverse personalities to build consensus and achieve operational targets. Experienced in establishing and training a startup support team through a comprehensive onboarding program.

Overview

10
10
years of professional experience

Work History

Senior Program Manager, Quality

Rippling
07.2024 - Current
  • Spearheaded department-wide quality improvement program that drove a significant increase in QA scores within the first month.
  • Led the creation and enforcement of quality assurance standards, processes, and best practices, ensuring consistent and high-quality outcomes.
  • Partnered with department leadership teams to revamp the quality inspection process, achieving an 80% improvement in calibration calculations.
  • Leveraged data analytics to uncover a critical quality issue and developed a targeted training program that resulted in a 91% pass rate in QA criteria.
  • Conducted in-depth analysis of quality data to identify trends, pinpoint root causes of defects, and uncover opportunities for continuous improvement.

Senior Program Manager, Enablement

Rippling
10.2021 - 07.2024
  • Spearhead the creation and execution of an enablement model for the Support team, aligning with quality initiatives and company standards.
  • Train remote classes of 20+ new hires across multiple time zones, ensuring a consistent and high-quality onboarding experience.
  • Coordinated with cross-functional teams to identify and procure course builder vendor (Articulate 360), and developed interactive eLearning modules using Articulate 360 to enhance learner engagement and comprehension
  • Developed and implemented certification programs that enhanced training effectiveness, resulting in a sustained increase in CSAT from 70% to 95%
  • Collaborate with internal stakeholders to develop resources, including playbooks, LMS, and structured training programs that support quality initiatives.
  • Establish a continuous improvement process for all training initiatives, incorporating feedback from participants and stakeholders to enhance quality and effectiveness.

Enablement Manager

ServiceTitan
02.2021 - 06.2021
    • Created and managed lesson plans that are utilized by hundreds of employees and scaled as the company grew from Series B to a Series F company.
    • Trained leadership level employees (VP level) as well as employees via new acquisitions to success.
    • Held 1:1s and monitor progress for new hires as they ramp into full-fledged employees.
    • Raised training adoption from 25% to 90% and monitored gaps in knowledge.
    • Trained and led employees around the globe: Atlanta, Glendale, Armenia, and Salt Lake City.
    • Hired and trained remote classes up to 50+ new hires, across multiple cohorts, for the TSO (Technical Support Organization); partnered with Quality Analyst to track scorecards adherence across 90 days

Associate Enablement Manager

ServiceTitan
05.2020 - 02.2021
    • Interviewed and hired 60+ candidates for the role of Customer Support Advocates
    • Managed the development and delivery of product troubleshooting, customer service, and other Support domain programs; including short term and long term roadmaps, developing learning assets such as hands-on training, tutorials, assessments that increase Customer Support's performance at scale
    • Managed the design and development of new learning models including a 90-days on-the-job training program
    • Collaborated effectively with key stakeholders and subject matter experts to understand the needs of the customers and employees.

Customer Support Supervisor

ServiceTitan
08.2018 - 05.2020
    • Hired, trained, and expanded the Atlanta Support team from 4 new Customer Support Advocates to 60+ new Support Advocates
    • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
    • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
    • Devised and published metrics to measure the organization's success in delivering world-class customer service.
    • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Customer Support Advocate

ServiceTitan
07.2017 - 08.2018
    • Created support documentation that empowered and enabled new team members
    • Helped streamline repair processes and update procedures for support action consistency.
    • Devised solutions to operations issues related to ServiceTitan systems, working closely via phone, email, live chat, and web teleconference
    • Traveled on-site to the customers' businesses in order to assist with their initial ServiceTitan launch (potentially 1-2 weeks out of the year)

Enterprise Account Management Administrator

Noble Systems
08.2016 - 10.2016
  • Created and maintained policies and procedures as it relates to Account Management
  • Trained new employees in monthly reports, uptime reports and understanding what is needed in order to successfully prepare them for the new position.
  • Supported strategic endeavors from both brainstorming and administrative perspective.
  • Supported day-to-day account management for company clients.

Timeline

Senior Program Manager, Quality

Rippling
07.2024 - Current

Senior Program Manager, Enablement

Rippling
10.2021 - 07.2024

Enablement Manager

ServiceTitan
02.2021 - 06.2021

Associate Enablement Manager

ServiceTitan
05.2020 - 02.2021

Customer Support Supervisor

ServiceTitan
08.2018 - 05.2020

Customer Support Advocate

ServiceTitan
07.2017 - 08.2018

Enterprise Account Management Administrator

Noble Systems
08.2016 - 10.2016
Tina Tran