HILLARY GREENE812 Murchison Drive • Millbrae, CA 94030 • 480.242.7004 • hlgreene@asu.edu

Skills Summary

Organization and Multitasking Abilities Hard working, intrinsically motivated, well-organized, meticulous, detail oriented Great interpersonal, oral communication and active listening skills. Problem solving skills pertaining to customer concerns, complaints, and objections. Ability to work independently and in cross-functional teams to get the job done. Prioritize and manage numerous projects simultaneously within deadlines by leveraging technology.

Operations Management, Leadership, Training & Support Lead operations product expert and technical point of contact for sales, support, and customers. Experienced in leading and creating live online web training sessions for software; led over 157

Webinar trainings and presented enterprise on-site product trainings. Developed best practice documents and Q&A’s to ensure client success; resolve and escalate

product issues with VP’s, executives and stakeholders. Experienced manager, delegated tasks and projects from 3 to 20 employees; motivated others to

maintain and improve positivity, teamwork, communication and productivity.

Bilingual Language Skills Verbal and written fluency in English and Spanish with an advanced understanding of Spanish

grammar and translation theories and techniques. Excellent analytical skills with ability to review and proofread documents in Spanish/English.

Professional Experience

2015-Present Near Me, Peer-Peer Marketplace CMS Platform, Account Manager / Customer Success

Project Manage, platform web development of online web/mobile friendly marketplaces Nurture and maintain relationships, perform QBR’s with stakeholders and C-level management. Provide consultations and trainings and assist in the resolution of technical issues by diagnosing and

troubleshooting website issues to ensure a positive customer experience. Reported to the product management and engineering team which areas of the platform and user

experience should be updated and changed to decrease friction and negative churn of clients. Redesigned, re-indexed and updated entire existing knowledge base of over 130 articles Manage, retain and up-sell assigned clients by developing successful concept-to-launch plans with

effective technical solutions or custom design consultants. Manage contracts: trials, renewals, negotiations, and credits Defined standard operating procedures (SOPs) for sales operations and account management Internally implemented the migration of Salesforce Cloud to IQ, created workflows with platform

updates and upgrades, implemented and created an automations for departmental task workflows. Perform alterations to front end of marketplaces using HTML/CSS JavaScript and Liquid Markup. Strong understanding of domain and server systems DNS, CSR, SSL, ELB (Elastic Load Balance)

Server systems.

2014-2015 CAKE (formerly Leapset), Implementation / Solutions Engineer, Guest Manager Software

Set benchmark of 89% engagement rate with 87% retention rate; maintained highest level of trainings in a month (67 sessions using Clearslide)

Implemented workflow and automation for sales processes, onboarding to account management; handled multiple follow-up calls and emails during different phases of onboarding to renewal; project manage and create automation using Salesforce.

Led cross-functional teams in the development of training videos with storyboarding, script writing and video production.; 10 video tutorials for the Guest Manager application.

HILLARY GREENE812 Murchison Drive • Millbrae, CA 94030 • 480.242.7004 • hlgreene@asu.edu

Tradeshow vendor presentation experience for the Guest Manager vendor booth at the National Restaurant Association Conference May 2016 signed two contracts

Enterprise Account Management: such as TGI Friday’s Briad Group, Sufy enterprises, Spinatos Pizzeria, TacoMac:

Enterprise services: Project manager to manage multi-location “white glove” SaaS implementations and trainings. 8-60 units per company. Record of 60 location implementation within a 5 weeks.

2014 Tropisueño Mexican Kitchen, Floor Manager

2012-2013 OHSO Eatery and Nano Brewery, Bartender, Trainer, Promotions

Technology

CMS Platform iOS App / Android / Windows Aloha, MicrosBraintree, Stripe Salesforce CRM Power PointDNS Made EasyRapid SSLMobile ApplicationsBeta TestingSalesforce CloudEmail Support & AutomationChargify,

Hubspot, MailchimpClearslideXero InvoicesJira TicketingRelate IQPayment GatewaysXero, Stripe

Microsoft OfficeDocuSignHTML, CSSJavaScriptSQLSlackTrello

Education

2009-2012 Arizona State University, College of Liberal Arts and Sciences Tempe, AZ Bachelor of Arts, Spanish Literature Translation Certificate Program Spanish/EnglishRelevant Coursework: Hospitality and Tourism Management, Beverage Management, Study Abroad: Costa Rica 2007, Mérida México 2011, Italy 2012