Anna Stephens

• Employed Agile release train methods to ensure timely delivery of updates, effective communication, and proper
  documentation via a weekly internal newsletter, improving employee engagement, retention, and reducing churn. Achieved a 70% average read rate among ~220 recipients in 2024.
• Successfully migrated the weekly department newsletter from SharePoint to Haystack, enhancing efficiency and alignment with corporate communications while providing updates and resources for customer-facing roles.
• Researched, developed, and implemented project management processes in Asana to enhance data tracking and reporting, reduce operational costs, and improve cross-organizational alignment on project status and risks.
• Coordinated an audit of thousands of articles in Zendesk and Confluence for accuracy ahead of a tooling migration into Salesforce while serving as Zendesk administrator responsible for content migration and ongoing maintenance.

• Developed a weekly internal newsletter using tools such as SharePoint, Zendesk, Teams, Loom, and Canva to provide technical, operational, and educational updates. Streamlined communication for customer-facing representatives and leadership, leading to improved employee engagement, increased retention rates, and decreased churn.
• Coordinated with customer success teams and cross-functional partners to centralize workflows and optimize change management processes through standardized intake forms and newsletters. Ensured timely updates were communicated effectively, minimizing distractions in fast-paced environments.
• Led the implementation of project management systems within the customer success department by transitioning tools such as Jira, Azure DevOps, Confluence, and Wrike. Delivered training on best practices to enable efficient tool usage while coordinating Agile methods to meet deadlines on strategic initiatives.
• Managed knowledge resources by designing playbooks and consolidating SOPs across platforms like Zendesk and Confluence into a unified source of truth. Oversaw content migration and collaborated with stakeholders on review processes to improve documentation accuracy for the Customer Success team.

• Managed a Customer Development team of 12, focusing on customer success and retention through onboarding and enablement programs for Buildertrend.
• Developed training programs, monitored team performance metrics, resolved escalations, and facilitated career growth opportunities while implementing roles and systems to enhance cross-team communication and onboarding efficiency.
• Collaborated with cross-functional leadership to establish streamlined processes for communication and documentation, enhancing the overall customer experience.
• Delivered education and resources for understanding the entire customer lifecycle, including post-sales support, onboarding, payment processing solutions, financing options, and risk insurance offerings.

• Supervised a team of 15 Customer Development Representatives, providing onboarding for new hires, role development, and education for existing team members.
• Implemented and streamlined operational systems for the team in collaboration with business operations teams and customer success leadership.
• Created and documented training programs and tracking systems for goals, reports, check-in notes, and feedback from one-on-one meetings.
• Facilitated team meetings, audited customer interactions and calls, and provided feedback to managers to achieve individual, team, and departmental objectives.

• Made proactive outreach to coordinate and schedule account reviews and training sessions for customers, guide and encourage digital learning, and help with setup tasks; serving as an additional point of contact between customers and Buildertrend account managers to reduce churn and improve retention.
• Provided expertise in the creation of processes and standard operating procedures throughout the new CDR role, and the subsequent handoffs and communication expectations needed with other Customer Success roles and teams.
• Collaborated with leaders to establish the new CDR role, providing email templates for the Marketing team, assisting in the migration from Calendly to Chili Piper to schedule customer meetings, and created temporary reporting and lists in Salesforce.
• Was awarded the Employee Spotlight Award, a company-wide quarterly recognition from leadership based on performance and exemplification of the company's core values.

• Conducted cold and warm outreach to general contractors, builders, and specialty contractors, focusing on scheduling product demonstrations for Buildertrend, a comprehensive construction project management software solution.
• Researched and engaged with new leads while maintaining contact with post-demonstration prospects to drive progression toward sales conversions.
• Consistently exceeded sales targets, achieving a monthly peak of 12 sales against a target of 4, and set multiple records for monthly sales performance.
• Promoted to Team Lead within six months, taking on responsibilities including continued education and training for a small team of sales representatives, as well as onboarding and training new hires for the broader sales team.

• Provided customer service and scheduled appointments for both sales and service customers for the Chevy and Chrysler, Dodge, Jeep, Ramm dealerships owned by the auto group throughout Iowa and Nebraska.
• Scheduled appointments and gathered customer information and relevant information for a sale or service, including specific service lights on vehicles, parts needed, errors happening, recalls, financial information, etc.
• Made cold outreach to online leads and responded to incoming inquiries phone calls.
• Assisted customers looking for new or used vehicles in finding options, scheduling appointments to meet with sales
  representatives, and preparing documents needed for financing and special financing processes.
• Pre- and post-sale communication and assistance with items like title work and financing.

University of Nebraska Omaha - Omaha, NE
Bachelor of Arts - Psychology

Hawkeye Community College - Waterloo, IA
Associate Degree - Liberal Arts