Automattic

Empower and guide customer support team leads across Automattic, fostering personal growth, team development, and alignment with company goals. Collaborate with HR to address performance challenges and strengthen organizational alignment. Play a key role in shaping the direction of Automattic Happiness, including leadership management, performance strategies, change management, and support quality initiatives.

Key Achievements and Initiatives:

* Cross-Functional Coordination: Leveraged middle management position to facilitate communication and coordination between upper management, team leads, and individual contributors, focusing on transparency and shortening lines of communication wherever possible. 
* Hiring Process Optimization (2024): Supported a comprehensive overhaul of the hiring process, significantly reducing time-to-hire while improving candidate fit by offering clear and ongoing feedback on the process. 
* Strengths-Based Work Culture: Championed the adoption of strengths-based work approaches, leveraging tools such as StrengthsFinder, StrengthsScope, VIA Character Strengths, MBTI, and 
* Leadership Development: Deepened expertise in the spectrum between facilitation and coaching, applying these skills to enhance leadership development programs
* Resource Development: Orchestrated the creation of the Woo Happy leads handbook, streamlining onboarding for new leads and centralizing critical information

Impact:

* Cultivated a more agile, strengths-based, and performance-driven organizational culture
Improved team lead effectiveness and individual contributor satisfaction
* Enhanced cross-functional collaboration and knowledge sharing across Automattic Happiness
* Strengthened alignment between individual performance, team goals, and company objectives

Lead of Leads | Senior manager for WooCommerce.com Happiness

Led a dynamic team of 10+ Happiness Engineers, overseeing support operations for WooCommerce and WooCommerce.com plugins. Collaborated with fellow leads to manage the WooCommerce Happiness division, focusing on process optimization and operational efficiency.

Key Responsibilities:

* Fostered team cohesion and cultivated a positive work culture
* Drove career development initiatives for team members
* Optimized support processes to enhance customer satisfaction and team performance

Notable Achievements:

* Developed and implemented a performance expectations rubric, ensuring impactful assessments and promoting consistent performance across teams
* Redesigned the onboarding program, compressing training into a seven-week timeframe while maintaining quality, enabling new hires to contribute effectively sooner
* Initiated cross-divisional rotation program within Happiness teams, significantly enhancing knowledge sharing, team collaboration, and individual growth opportunities

Leadership Impact:

* Cultivated a high-performing team culture, resulting in improved customer satisfaction scores
* Streamlined operations, leading to increased efficiency and reduced response times
* Mentored team members, facilitating career progression and skill development

Happiness Team Lead

Key Responsibilities:

* Provided comprehensive support for Automattic's product suite, with a focus on WooCommerce core and premium plugins
* Delivered multi-channel customer support via tickets, live chat, and community forums
* Contributed to product improvement through GitHub issue creation and occasional code contributions
* Developed and maintained documentation for WooCommerce and related products
* Designed and delivered internal training programs, including a three-day WooCommerce course

Notable Achievements:

Selected for a six-month rotation with the Happiness hiring team:
* Managed candidate selection, interviews, and trial period supervision
* Contributed to the revamp of the trial process, significantly improving hiring efficiency

Active community engagement:
* Speaker and volunteer at multiple WordCamps
* Organizer for WordCamp Europe 2018 in Belgrade

Skills Demonstrated:

* Technical troubleshooting
* Customer relationship management
* Technical writing and documentation
* Training and mentorship
* Project management
* Community building and event organization

Happiness Engineer

Acando

Acando (Post-merger with Connecta)
Versatile consultant managing diverse SharePoint and Office 365 projects across multiple clients. Adapt seamlessly to various roles based on project needs and client requirements:

* Microsoft Office 365 and Personal Productivity Evangelist
* Technical Project Manager
* Certified SCRUM Master
* Product Owner
* Lead Consultant
* SharePoint Information Architect
* SharePoint Trainer

Key Responsibilities:

* Drive digital transformation initiatives leveraging SharePoint and Office 365 ecosystems
* Develop and implement tailored solutions to enhance client productivity and collaboration
* Lead cross-functional teams in agile environments to deliver high-impact projects
* Design intuitive information architectures to optimize content management and searchability
* Conduct training sessions to empower clients in effectively utilizing SharePoint and Office 365 tools

Community Engagement:

* Contribute to the SharePoint community through a professional blog (sharepoint.hannahswain.eu)
* Speaker at industry events, including SharePoint Saturdays, sharing expertise and best practices

Office 365 and SharePoint Consultant

Connecta

Fulfilled the following roles within the People Efficiency team at Connecta for multiple clients and SharePoint/Office 365-oriented projects: 
* Microsoft Office and personal productivity evangelist 
* Technical project manager
* SCRUM Master
* Product owner
* Lead consultant
* SharePoint information architect
* SharePoint trainer
* Set up an internal SharePoint training program with supplemental trainings for end and super users

SharePoint and Office 365 Consultant

Lemontree

* Worked on improving the internal CRM system by improving the information architecture and underlying schema as well as gaining large amounts of experience in UpSales and SalesForce.
* Reorganised and cleaned up the existing intranet, gaining large amounts of experience in Atlassian Confluence. Supported the users in using the platform more efficiently and improved information transparency by introducing tagging and content roll-ups.

SharePoint Consultant

Macaw

* Led the development of a comprehensive document management and search solution using SharePoint 2010 for ANWB's "Client Knowledge Collection". Managed approximately 6,000 documents, implementing effective metadata, search scopes, and XSLT customizations for the search center.
* Provided expert support to Microsoft's Dutch intranet content management team, addressing ad hoc queries and resolving functional and technical issues in SharePoint 2010.
* Delivered a presentation at the Macaw Conference (180 attendees) on the benefits of integrating social media features in SharePoint 2010.
* Spearheaded the migration of Macaw's intranet from SharePoint 2003/2007 to SharePoint 2010. As lead consultant, oversaw architecture, governance, project management, and user acceptance, creating a showcase solution for client demonstrations.
* Managed the migration and redesign of ANWB's intranet from Smart Site to SharePoint 2010, serving 4,000 internal users. Responsibilities included project planning, governance, information architecture, stakeholder management, and training of administrators and end-users.

Information Worker Consultant

Wortell

Functional Sharepoint Consultant

2Eenheid Automatisering

* Offered telephone-based technical support to clients via remote technology as lone service desk employee<br>* Handled network administrative issues involving Windows 2003 (SBS), Active Directory, Exchange, UPS devices and Cisco routers. Also handled functional issues including Windows XP, Office 2003/2007 and other end user applications<br>* Advised sales department on potential opportunities based on interactions with clients. Reported various variables on help desk use by clients required by management.<br>* Designed and built websites for both internal use (e.g. call registration system) and external use (client sites) using HTML, PHP and CSS.

Servicedesk engineer

Bernard van Leer Foundation

Data entry supporting introduction of Exact Synergy into the organisation. Included various IT support assignments such as writing work instructions.

Interim administration assistant

Wanadoo

Consisted of handling incoming telephone traffic in the form of administrative and technical problems for KPN ADSL.

1st line telephone support

PCL Computers

Was responsible for the entire RMA procedure and occasionally supported on the sales floor with selling PCs and components.

Sales and RMA

👋 I'm dedicated to leveraging technology for positive change and bringing order to chaos. I lead through servant leadership, empowering talented individuals and removing obstacles to their success. My approach combines fostering innovation, promoting equity and safety in the workplace, and embracing continuous learning and experimentation.

I thrive in dynamic environments, translating abstract concepts into tangible solutions. I strive to make a meaningful impact in the ever-evolving world of IT.

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