Project Management Customer Success

Heather Gulli

Chandler, Arizona, United States

**************@*****.*** 623-***-****

linkedin.com/in/heather-gulli

Summary

As a seasoned professional with a proven track record in project management and customer success, I excel in dynamic environments where my adaptability and cross-functional skills come to the forefront. I've successfully led projects and fostered client relationships across diverse industries, consistently delivering impactful results. Currently exploring new opportunities, I am passionate about contributing to collaborative teams and driving innovation. Let's connect to explore how my skills align with your organization's goals Experience

Gaming Program Manager

Mobivity

Jul 2022 - Feb 2024 (1 year 8 months)

• Directed the development and execution of a new game division which achieved 60,000 mobile gaming downloads downloads within the first three months, increasing revenue by 1050% through product enhancements, strategic marketing, and partnership initiatives.

• Led the development of mobile text message marketing programs using gaming to drive discounting without discounting, boosting customer engagement and revenue growth.

• Oversaw multiple gaming projects monthly from ideation to post-launch, ensuring adherence to timelines and quality standards.

• Created a strategic guide to facilitate the growth of the team, ensuring alignment with organizational goals and project milestones.

• Collaborated with cross-functional teams to define project scope, objectives, and milestones.

• Developed project plans, schedules, and budgets, allocating resources effectively for successful project goal achievement.

• Implemented a waterfall project management method, ensuring the on-time and on-budget delivery of high-quality campaigns.

• Oversaw multiple gaming projects monthly from ideation to post-launch, ensuring adherence to timelines and quality standards.

• Collaborated with cross-functional teams to define project scope, objectives, and milestones.

• Developed project plans, schedules, and budgets, allocating resources effectively for successful project goal achievement.

• Implemented a waterfall project management method, ensuring the on-time and on-budget delivery of high-quality campaigns.

Graduate Teaching Assistant

Arizona State University

Jun 2021 - Dec 2022 (1 year 7 months)

• Partnered with a distinguished ASU professor to conceive and craft an innovative undergraduate course in Family Human Development, with a specific focus on Middle Childhood development.

• Identified and addressed deficiencies in the existing curriculum, conducting extensive research through peer-reviewed journals to inform the course content and structure. Heather Gulli - page 1

• Curated materials from diverse academic sources to enhance the learning experience for undergraduate students, ensuring alignment with academic standards and delivering valuable insights into Middle Childhood development.

• Appointed as a Graduate Teaching Fellow following successful course implementation, showcasing proficiency in course design and content delivery.

• Initiated as a Graduate Teaching Assistant during the inaugural course offering, overseeing a team of four undergraduate Teaching Assistants responsible for direct student engagement and support.

• Played a pivotal role in ensuring the seamless operation of the course, fostering a dynamic learning environment, and contributing to its successful launch and long-term sustainability.

• Achieved a substantial improvement in the depth and frequency of student interactions within the channels. The project resulted in a threefold increase in student engagement, surpassing the required assignment interactions.

• Supervised and guided four groups comprising 23 students each in an upper-level course. Responsibilities included facilitating discussions, crafting assignments, and delivering constructive feedback and support.

• Collaborated closely with professional staff and the instructor to ensure seamless course management and communication, fostering an effective and supportive learning environment. Customer Success Account Manager

Mobivity

Dec 2021 - Jul 2022 (8 months)

• Collaborated closely with clients to understand their business objectives, gather project requirements, and define clear success criteria to enhance customer satisfaction.

• Conducted weekly check-ins with customers, addressing concerns, gathering feedback, and identifying opportunities for process improvements.

• Facilitated cross-functional communication between customers and internal teams, ensuring alignment of project deliverables with customer expectations.

• Executed onboarding sessions and customer training workshops, empowering clients to maximize product usage and improve their overall experience. Course Development & Graduate Teaching Fellow

Arizona State University

Jan 2021 - Dec 2021 (1 year)

• Collaborated with a professor at ASU to design and develop a groundbreaking undergraduate course in Family Human Development, explicitly targeting Middle Childhood development.

• Recognized and addressed gaps in existing curriculum, conducting extensive research through peer- reviewed journals to inform course content and structure.

• Sourced and curated materials from various academic sources to enrich the learning experience for undergraduate students, ensuring the course met academic standards and provided valuable insights into Middle Childhood development.

• Appointed as a Graduate Teaching Fellow upon successful course implementation, demonstrating course design and content delivery proficiency.

• Initially served as a Graduate Teaching Assistant during the inaugural course offering, supervising a team of four undergraduate Teaching Assistants responsible for direct student engagement and support.

• Played a pivotal role in ensuring the smooth functioning of the course and fostering a dynamic learning environment, contributing to its successful launch and long-term sustainability. Heather Gulli - page 2

Customer Success Manager

Nothing But NET

Jun 2020 - Dec 2021 (1 year 7 months)

• Cultivated and maintained strong client relationships to drive customer retention and loyalty, employing a proactive and problem-solving approach.

• Implemented and optimized a streamlined sales strategy, leading to enhanced customer satisfaction and increased sales efficiency.

• Utilized advanced analytics tools to monitor and improve customer satisfaction levels, proactively intervening when necessary to address any issues.

• Demonstrated exceptional communication skills when engaging with senior executives, showcasing active listening and facilitating goal-oriented discussions effectively. Client Success, Account Manager

Nextiva

Jan 2018 - Apr 2020 (2 years 4 months)

• Directed and customized relationships with 425 business accounts, ensuring successful project outcomes through adept communication and strategic problem-solving.

• Mentored and coached new account managers, offering support and guidance to facilitate skill development and enhance internal communication processes, contributing to a more efficient and cohesive team.

• Assumed the role of team lead and department representative, playing a key role in fostering team cohesion and driving continuous improvement initiatives.

• Implemented project management methodologies to streamline client success processes, resulting in enhanced customer satisfaction and increased operational efficiency.

• Collaborated cross-functionally to identify and address challenges, contributing to the overall success of projects and client relationships.

Account Manager

Streamline VRS Vacation Rental Software

Aug 2017 - Jan 2018 (6 months)

• Served as a strategic liaison for clients, providing guidance, support, analysis, training, and effective troubleshooting to ensure a seamless and successful experience with the software.

• Facilitated communication and collaboration between account holders and internal departments, adeptly resolving accounting, billing, and development issues in a dynamic and fast-paced environment.

• Played a pivotal role in presenting and participating in a conference presentation focused on a key aspect of the Streamline product. Successfully multitasked to coordinate the entire event, balancing responsibilities with the day-to-day tasks of the account management role.

• Applied project management principles to streamline processes, resulting in improved client satisfaction and efficiency in issue resolution.

• Implemented proactive measures to anticipate and address potential challenges, contributing to the overall success of projects and client satisfaction. Sales Coordinator

Crown Castle

Feb 2014 - Aug 2017 (3 years 7 months)

Heather Gulli - page 3

• Orchestrated the end-to-end management of the application process, ensuring a smooth and efficient workflow while establishing and maintaining meaningful communication with customers to keep them informed about the status of their projects.

• Spearheaded the design and implementation of a new application process for the entire company and created a new department tailored for non-traditional clientele. This included those who were new to the industry, showcasing strategic thinking and adaptability in meeting diverse client needs.

• Maintained strict adherence to company policies while providing personalized support for all applications originating from the Los Angeles district. This involved training new hires and implementing new processes for existing teammates, contributing to enhanced efficiency and consistency in project management.

• Applied project management principles to optimize the application process, resulting in increased productivity and improved customer satisfaction.

• Collaborated cross-functionally to identify areas for process improvement and successfully implemented changes to enhance overall team performance. Education

Arizona State University

Masters of Arts, Sociology

Jan 2021 - Dec 2022

Arizona State University

Bachelor's degree, Sociology

2018 - 2020

Sociology is the study of social life, social change and the social causes and consequences of human behavior. The BS program in sociology offers courses on contemporary social issues that range from crime to population trends. Sociology courses also explore social institutions such as family, education, religion and the workplace. Students develop proficiency in written communication, computer skills, statistical analysis and research methodology.

Texas A&M University-Commerce

Bachelor of Science, Journalism

2009 - 2011

Bachelor of Science in Journalism with a minor in English Literature The Journalism Division offers major sequences in news-editorial, public relations and the teaching of high school journalism. Students choose one sequence and complete a minor in the College of Humanities, Social Sciences and Arts. News and public relations majors take common core courses in mass communication, law of the media, ethics of the media and interactive media. News majors with an interest in newspapers, magazines and web/online writing careers complete skills courses in writing, editing, and design.

Licenses & Certifications

Building Self-Confidence - LinkedIn

Gmail Quick Tips - LinkedIn

Heather Gulli - page 4

Proven Tips for Managing Your Time - LinkedIn

The Six Morning Habits of High Performers - LinkedIn Google Foundations of Project Management - Coursera Project Initiation: Starting a Successful Project - Google LPNB75WW4MWC

Skills

Project Planning • Product Knowledge • Knowledge Management • Kanban • Key Account Development • Journalism • Interviewing • Research Skills • Reporting • Forecasting Heather Gulli - page 5

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