Operations Manager

Vanessa Gregson

*******.*******@*****.*** 415-***-**** linkedin.com/in/vanessagregson

Skills

Business Operations Project Management Event Management Salesforce / CRM Strategic Business Planning Problem Solving Communications Strategy Email Marketing Team Building & Leadership Business Development Data Analysis & Reporting Customer Service Member Engagement & Retention Change Management Verbal/Written Communication Experience

Head of Operations Chief of Staff

C100 Nonprofit San Francisco, CA April 2018-Present Joined organization in order to lead it through a fundamental business model shift away from corporate funding and toward individual member support. Responsible for crafting and pitching new membership strategy to Executive Director and Board of Directors. Acted as project and product manager for the new membership aimed at increasing member contributions and engagement. In the last year, individual membership doubled and membership revenue increased 423% - a number that continues to grow.

Key Contributions:

Re-configured database to support an expanded membership model that can accommodate 1000x member growth while maintaining a lean operating team.

Assembled user groups, committees, and members for product testing to best understand the needs of the new membership. Gathered feedback and adapted plan to address member concerns.

Crafted and executed tactical plan for team deliverables. Met all milestones on time and under budget with meticulous attention to detail.

Led communications strategy and content creation for newsletters, social media channels, and video series while also constructing member engagement plans based on segment. Automated member notices based on member activity and triggers through Campaign Monitor and Salesforce connectors.

Recruited, vetted, and onboarded six internal team members in two years. Managed overall organizational operations and goals while juggling seismic shift in mission, vision, and business model.

Planned and hosted over 40 events in two years ranging from two-day conferences with hundreds of attendees to 10-person intimate dinners with high power CEOs (i.e. Slack founder Stewart Butterfield, Cloudflare Co- Founder Michelle Zatlyn, and more).

Organized and launched new weekly Virtual Roudtable series during COVID-19 and have hosted over 1000 participants in open-forum and intimate discussions – a model that will continue to support strategic community growth despite geographic region and one that allows the organization to not only continue, but to thrive through immense uncertainty.

Co-Founder, Head of Customer Experience

Zovida Tech Startup San Francisco, CA May 2017-April 2018 Saw an opportunity to leverage skills as a client onboarding and engagement expert to help build a company that is revolutionary to the online training world. Worked to improve process flows, documentation, feedback channels, clearly define strategic direction and develop growth strategy. Brought 7+ years of customer service experience to engage clients and facilitate communication between technical team and client to allow Zovida opportunity to optimize customer experience and improve its product. Key Contributions:

Built infrastructure, procedures and strategy around post sales activities.

Established brand identity, milestones and pipeline for potential clients.

Developed feedback process for team to understand client engagement through the use of surveys and post- deployment calls. After building out process, Zovida saw 100% client retention.

Created content and social media strategies for current client engagement and new client acquisition. Development Manager Growth Operations

WildAid Nonprofit San Francisco, CA August 2015-November 2017 Internally promoted after exceptional performance in Program Assistant & Office Manager role. This position required impeccable organizational skills, people/communication skills and meticulous attention to detail. Solely responsible for all database infrastructure (bug fixes, general improvement), donor analysis, reporting, donor engagement, all donor communications, retention, new donor cultivation strategies, data-entry, issuing donation receipts, and logistics for all donor events. Strong relationships with all other teams (Finance, Communications, Programs, IT) was imperative for daily coordination. Key Contributions:

Project Manager for organizational database migration from outdate CRM to Salesforce. 4-month project completed on-time and under budget. In the first 3 months of use, saw 350% year over year increase in donations.

Collaborated with CEO to build annual strategic development plan using deep analysis of donor database. Each year’s efforts resulted in an expanded and more activated donor base. In 2017, WildAid achieved all development KPIs by October and saw a 10% increase in donor retention.

Organized three email gift match campaigns that collectively raised over $300K. A year over year increase of 600%

Constructed donor communications funnel. Developed and implemented strategies around donor retention, monthly giving, individual giving, and events. For major donors ($1k+), reduced cultivation time from 21 months to 14 months.

Head of operations and logistics for WildAid’s 2015, 2016, and 2017 galas that hosted 500-650 guests each, raising between $1.5-$2.4M per event.

Program Assistant & Office Manager

WildAid Nonprofit San Francisco, CA November 2014-July 2015 Brought on to support all staff, organize internal events, assist with external events, manage volunteers and to research and implement more current systems for business operations. Key Contributions:

Increased efficiency in managing hundreds of daily inquiries by implementing a CRM, introducing macros, documenting process flows and developing customer service standards. Response time was reduced by 96%.

Managed and activated database of 3,000 volunteers to support efforts through skill based tasks (data- entry, copy editing, website development). First team member at WildAid to activate remote volunteers in this way.

Re-established WildAid Canada charity status after successful financial audit. Lead Canada Board and C-level team through the document collection, financial statement review and charity re-registration with the CRA.

Product Manager for online retail store from ideation to execution in five months.

Set up systems to scale with growth of organization including VoIP system, ToutApp, Hipchat and Zendesk. Education

Arizona State University

W.P. Carey School of Business Tempe, AZ August 2006 - December 2010 Bachelor of Science in Business Management International Business Certificate Minor in Sociology Universitat Pompeu Fabra

Barcelona, Spain August 2008 - April 2009

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