C17 Lab

Chief of Staff / Head of Operations

Quickbase

Support the pillars of operations: building or transforming service governance, collateral, reporting, and tools/systems. Work cross-functionally with service leadership, operations leadership, and other stakeholders to ensure the effectiveness and efficiency of the service team, as well as to refine service offerings and approach to delivery of services, tracking of key metrics, and related mechanisms.

Key accomplishments:
• Designed and launched a Professional Services Automation (PSA) tool, streamlining project management and resource allocation processes, which resulted in a 40% increase in project efficiency and a 20% improvement in resource utilization
• Gather and maintain technical requirements, process maps, mockups, and other product documentation through stakeholder interviews, workshops, and cross-functional collaboration, resulting in a 30% reduction in project turnaround time.
• As the Product Owner for Professional Services, collaborate with the Enterprise Business Systems team on the prioritization, requirements, and execution of services initiatives, leading to a 20% increase in project completion rates.
• Defined go-to-market strategic direction and services roadmap, including incorporation of internal and external customer feedback, which improved customer satisfaction scores by 15%.
• Execute change management, using established skills to close organizational gaps and promote operational excellence, achieving a 25% improvement in team efficiency and a 10% reduction in operational costs.

Services Operations Manager

RollWorks, a division of NextRoll

Led the transformation of the RollWorks RevOps program portfolio, including project management methodology and stakeholder management processes. Spearheaded strategic initiatives relating to marketing, customer acquisition, and post-sales programs.

Key accomplishments:
•	Introduced and administrated the RevOps project management charter process, including the intake and launch of cross-functional projects shared between product, engineering, business systems, sales, and post-sales teams, leading to 50% improvement in project schedule estimation accuracy over a one-year period.
•	Leveraged previous experience as a leader of Revenue Operations teams to provide guidance on project scope and prioritization.
•	Implemented a custom framework for managing the project portfolio within the organization based on strategic organizational needs combined with industry best practices. 
•	Provided mentoring and guidance to a team of fifteen project and project stakeholders within the company to improve and facilitate effective project execution.
•	Defined and oversaw the daily operation of programs and processes within the organization, including project scoping, project, and program management, OKR definition, retrospectives, and documentation.
•	Developed robust program & project reporting, leading to an over 50% increase of quarterly projects completed on schedule and a 25% reduction in overall project resource costs.

Principal Program Manager - Revenue Operations

Go Nimbly

Collaborated with a team of Revenue Ops consultants to dismantle internal silos and enhance operational excellence for clients. In charge of crafting project plans, ensuring team accountability, and providing deep understanding of consulting clients' business challenges to offer insight into resolving these issues.

Key accomplishments:
•	Amplified program revenue by 26%, including full client retention with zero turnover, which raised revenue and customer satisfaction.
•	Guided post-acquisition CRM and data migration for a technology SaaS client, optimizing business processes and reducing the overall cost of sales operations and sales technology, which increased efficiency and reduced costs.
•	Conducted project inventory audit for a digital education SaaS client and transforming projects into a program management methodology, including cadence and governance guidance, which helped expand project management and delivery.
•	Introduced an internal program to create a client experience portal, improving customer success, account management and client marketing, which helped enrich customer satisfaction and retention.
•	Collaborated with executive leadership to develop a peer-driven recognition and incentive program for company staff, which helped multiply employee engagement and motivation.

Senior Program Manager (Project Manager and Solutions Consultant)

Adnova Group

Adnova Group serves SMB B2B businesses by partnering with them to improve through the implementation of agile methodologies focused on improving people, processes, and tools.

Managing Partner and Co-Founder

NexTraq

Advisor and Chief of Staff to the VP of Sales. A key role created with responsibility for sales operations, including defining the strategic plan, organizational design/alignment, salesforce analysis, recommendations for improvements in salesforce effectiveness, competitive intelligence and input into trends, and market changes that affect the salesforce and productivity.

Key accomplishments: 
•	Optimized the sales organization’s productivity through process improvements and freed the sales team to focus solely on revenue-generating activities. 
•	Developed and project managed CRM initiatives and enhancements for maximum internal adoption and effectiveness across teams.
•	Implemented formal plan documentation and communication workflows for the sales teams.
•	Demonstrated peer support and strong internal-company relationships across the organization through project leadership.
•	Pioneered essential sales operations functions, including vendor evaluations and management, contract proposals and approvals, sales forecasting, data management, trend analysis, reporting, and development within the sales organization. 
•	Built sales programs in collaboration with Marketing leadership and sales compensation and incentive programs in collaboration with Finance leadership.
•	Executed and emceed all sales events, including annual sales meetings.

Director of Sales Operations

Successfully led operational and strategic planning efforts and played a key role in driving progress for the company. As a member of the Executive team, accountable for aligning the leadership team and functional business units to ensure the success of strategic initiatives through strategic management, project and program management, and communications planning. Championed the implementation of a project management framework and successfully managed cross-functional strategic projects.

Key accomplishments:
•	Implemented and expanded a strategic project management process and plan, which increased efficiency by 25% and completed projects 10% ahead of schedule.
•	Assumed the role of VP of Operations during a vacancy, ensuring continuity of operations and preventing disruptions to the organization.
•	Formalized and launched a Premier Customer Support team tailored to the needs of Enterprise clients, resulting in increased satisfaction and retention rates by 20%.
•	Implemented an innovative employee recognition program that significantly enhanced employee engagement and motivation, resulting in a 15% increase in employee retention.
•	Collaborated cross-functionally with Marketing, Product, and Technology teams to create a hardware roadmap, driving product innovation, growth, and improving time to market by 10%.
•	Facilitated the yearly planning and budgeting process, enabling the organization to consistently meet its commitments to the board and achieving budget goals by 5%.

Chief Of Staff

Recruited to revive the inside sales and lead generation operations at NexTraq. Concerted effort around B2B sales within home and business services industries by improving ROI of fleet management for customers. Successfully executed all aspects of sales and operations as the only member of Sr. Leadership at the inside sales headquarters of NexTraq in Tampa. Primary liaison between NexTraq and the parent company, FLEETCOR, for strategic business initiatives such as product launches, technology enhancements, and HR activities.

Some notable highlights from my tenure: 
•	Implemented rigorous training and a KPI-focused management structure, creating efficiencies with existing staff, allowing for a 300% improvement in the dial and talk time metrics and doubling the close rate.
•	Exponentially grew the sales organization by 200% within one year due to the increased revenue produced by the efficiency gains experienced by the strategies deployed.
•	Mentored peers and their associated teams to replicate gains across the company's sales divisions. Including implementing a corporate structure around on-boarding, new hire training, and Salesforce optimization & utilization techniques.
•	Spearheaded strategic projects to align the organization around the KPI-focused management strategies executed in Tampa.

Director of SaaS Sales

U.S. News University Connection, LLC (subsidiary of Bisk Education)

Spearheaded the development of the Concierge Services for U.S. News University Connection, LLC. A newer division of Bisk Education focusing on the education intender audience formed in association with U.S. News & World Report. Oversee operations and staff management, encompassing employee hiring and termination, P&L, budget allocation, program and project approval and talent reviews. Perform director-level functions, interacting successfully with C-Level Executives, Vice Presidents, Directors and other team managers.

Sales Manager

Bisk Education

Charged to build and oversee the critical Quality Assurance and Compliance division which consisted of 8 Quality Assurance Specialists that supported 400+ call center professionals. Worked in conjunction with the legal, sales and marketing departments within Bisk Education to ensure that the company was providing required, consistent, and accurate information to current and prospective students.

Supervisor, Quality Assurance and Compliance

Elevated to take over the management of the CPA Review and CPEasy division of Bisk Education, the founding division and product suite of Bisk Education. Instilled sales procedures and communications strategies that directly slowed the decline of the business, ultimately in preparation for the sale of that division.

Promoted to lead the Jacksonville University team within University Alliance after the previous management was removed due to their inability to achieve desired business results. Immediately implemented individual & team level goal plans and addressed process deficiencies improving efficiency across the organization. Through the active management of 15 reps and implementation of a new CRM system the business was turned around in 6 months, exceeding expected business results.

Provided quality and compliance support for 2 sales divisions and 1 support division of the University Alliance. Monitored, evaluated and documented staff performance to ensure consistency, accuracy of information, and quality. Assisted in the development of definitions documents, scoring forms, and sales strategies Provided coaching and training assistance as needed to meet client goals and exceed expectations.

Quality Assurance Specialist

Supported the Saint Leo University division of the University Alliance through extensive knowledge of Federal Financial Aid procedures. Responsibilities included consultative sales of Associate and Bachelor’s online degree programs and assisting in the management and development of the division.

Lead Enrollment Representative

Supported the Saint Leo University division of the University Alliance through extensive knowledge of Federal Financial Aid procedures. Responsibilities included consultative sales of Associate and Bachelor’s online degree programs.

Program Representative

Experienced Chief of Staff and Sr. Program Manager with success in leading teams, developing, and executing strategic plans, and managing resources effectively. Collaborative communicator with the ability to build strong relationships with a wide range of stakeholders. Skilled in strategic thinking, project management, process improvement, and decision-making. Possess technical expertise in relevant areas such as technology, sales, and marketing. Proven ability to lead and mentor teams to achieve organizational goals and objectives.

Leadership • Strategic thinking • Communication • Problem-solving • Product Vision • Conflict Resolution • Team Building • Strategic Planning • Road Mapping • Operations • Customer-Centric Solutions • Program Management • Project Management • Change Management • Revenue Operations • Revenue Creation • Vendor Management • Consultative Sales • Performance Optimization • Customer Success & Retention • Go-to-Market Strategy

Technical Applications: MS Suite • GSuite • Salesforce • HubSpot • Zoom • Slack • MS Teams • Marketo • Pardot • Monday • Asana • Trello • Jira • Confluence • Scribe • PowerBI • Tableau • Pendo

Taplio

Stephanie Lewis-Bennett's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Stephanie Lewis-Bennett's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Stephanie Lewis-Bennett's Linkedin Analytics