Holly D.

About Holly D.

I specialize in building effective collaborations across technical and non-technical teams. I have a unique and exceptional ability to translate complex technical information into informative actionable communications for non-technical audiences. I am well known for understanding how systems and teams work together and designing holistic solutions that anticipate and prevent unanticipated downstream issues. I am a proven problem solver, skilled in identifying and isolating root causes and resolving issues. I am skilled and experienced in building effective processes from scratch and improving existing process to be more efficient, user friendly and security sensitive. My innovative solutions increase efficiency, customer satisfaction, and profit. I am a self-starter who responds with agility and calmness to manage urgent and complex projects. Detail-oriented and technically trained, I can also keep the big picture mind. Accomplishments include-Creation of a process for performing maintenance on production systems without downtime -Creation of a cross-functional incident management process, reducing the time from identification to complete resolution for complex customer issues-Completion of 250+ implementations in under a year, contributing almost $1.2 million to Annual Recurring Revenue- Achieving a 100% customer retention rate and retained in revenue following significant outage through personalized customer interaction skills- Assisting sales teams in securing contracts with multiple enterprise accounts by working with prospect IT teams to review their work flows and capacity of our systems. I utilize a holistic approach in my project management and am experienced in training and providing support across departments. My ability to customize solutions for both customers and internal partners has made me the go-to-problem solver across the business. Escalation Management | Project Management | SaaS Implementation | Technical Support | Avalara AvaTax | Avalara Cert Capture | Sales Tax Compliance | Data Analysis | Troubleshooting | Software Deployment | Salesforce | Process Improvement | Change Management | Enterprise Resource Planning Systems (ERP)| Best Practices | Team Management | Customer Resolution | Service-Level Agreements (SLA)| Contract Negotiation | Technical Support | Cross-Departmental Communication | Technical Training | Project Management | Workflow Process | Technical Documentation | Jira | Confluence | Word | Excel | Outlook

Experience

1. Principal Technical Program Manager

   Avalara

   Apr 2024 — Present · Seattle, WA, US

Education

• Brigham Young University

  Bachelor of Science (BS), Zoology

  1999 — 2002