Francesca Dawson
Sales Enablement Program Manager @SurveyMonkey
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WORK HISTORY
Sales Enablement Program Manager @SurveyMonkey
Portland, OR, US
Key Achievements:Unified Support Teams: Led learning work stream to consolidate five separate support teams into a cohesive unit, seamlessly supporting five distinct products under the SurveyMonkey umbrella.Training Content Architect: Developed and executed comprehensive training content, ensuring a smooth transition for support teams during the consolidation process.Program Development and Execution:Customized Training Modules: Created tailored training modules addressing the unique support requirements for each product, enabling support agents to become versatile in handling diverse customer inquiries.Change Management and Transition:Change Management Leadership: Spearheaded change management efforts, ensuring a positive mindset shift within the support teams during the consolidation, minimizing disruptions and optimizing efficiency.Facilitated Cross-Team Collaboration: Orchestrated collaborative workshops and team-building sessions to enhance communication and cooperation among support teams, creating a cohesive and synergistic work environment.Content and Knowledge Management:Consolidated Knowledge Bases: Streamlined and consolidated knowledge bases, ensuring easy access to information for support agents handling a spectrum of products.Continuous Content Improvement: Implemented mechanisms for ongoing content improvement, collecting feedback and insights to enhance training materials in real-time.Performance Metrics and Analysis:Data-Driven Decision Making: Utilized analytics to assess the impact of training programs on support team performance, making informed decisions for continuous improvement. Results:Achieved Operational Harmony: Successfully facilitated the consolidation of support teams, resulting in operational harmony, improved customer support quality, and optimized resource utilization.Enhanced Team Efficiency: Enabled support teams to support five products, contributing to a more versatile, efficient, and adaptable workforce.
EDUCATION
San José State University
Recreation Management
ABOUT FRANCESCA DAWSON
Hey LinkedIn world! I\'m Francesca, an energetic and results-driven Enablement Program Manager with 8 years of hands-on experience in the dynamic SaaS industry. Passionate about optimizing operations programs and processes, I bring a unique blend of strategic thinking and a dash of fun to the table. About Me:Innovator at Heart: I thrive on bringing fresh and creative perspectives to the world of Enablement. If there\'s a challenge, count me in to find a unique and effective solution!SaaS Enthusiast: With half a decade of navigating the ever-evolving landscape of SaaS, I\'ve honed my skills in optimizing programs to drive tangible business impact.Charismatic Enablement Pro: I specialize in creating environments where teams not only succeed but also enjoy the journey. Let\'s turn the mundane into extraordinary! My Approach:Strategic Optimization: I\'m on a mission to streamline and optimize enablement programs and processes, ensuring they align seamlessly with business goals.Fun Flare: Because who said optimizing can\'t be fun? Injecting a bit of playfulness into the workday fosters creativity and enhances team collaboration.Data-Driven Magic: Leveraging data insights to inform decisions, I believe in the power of metrics to continuously refine and elevate enablement strategies. Goals:Program Excellence: Elevate enablement programs to achieve maximum efficiency, impact, and employee engagement.Process Prowess: Streamline processes with a touch of innovation, ensuring they\'re not only effective but enjoyable for all involved.Team Empowerment: Foster a culture of continuous learning and development, empowering teams to thrive in the ever-evolving SaaS landscape. Contact me for collaboration, insights, or just a virtual coffee chat. Let\'s optimize and have fun doing it!#SaaS #Enablement #Innovation #ProgramManager
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