Hannah Enterline

I am a communications professional with 8 years of experience in client support and operational roles.

 
 
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My Resume

 

Communications professional with over 8 years’ of experience in performing client support tasks such as solving technical problems, supporting and communicating with customers via email, implementing systems and processes, writing support documentation and collaborating with team members within the software, education, nonprofit and government industries.  

 

Experience

SheRocks@College

Customer Experience Manager                             August 2018 - present

Assists with operational tasks such as implementing efficient systems and business processes, creating support documentation and solving technical problems. Responsible for customer support tasks such as supporting and communicating with customers via email and social media, implementing efficient systems and processes, creating support documentation and solving technical problems within the customer support department of SheRocks@College, an online academic coaching agency within the self development industry.

  • Supports SheRocks@College customers via email and/or social media channels to resolve problems and answer questions.

  • Creates documentation for SheRocks@College business processes for efficient work and training purposes.

  • Manages social media channels for the SheRocks@College community and provides consistent and valuable content to build relationships and trust with potential clients.

  • Assists CEO with planning and streamlining product launches for SheRocks@College to fulfill the SheRocks@College mission of supporting students on their educational journeys.

  • Uses G-Suite, Slack, Trello, Asana and Zoom to create SOPs, map out goals and ensure completion of projects.

  • Uses Convert-Kit to efficiently communicate promotions, updates and build relationships with ideal clients.

  • Uses Samcart to streamline payment processes and recover client payments.

Achievements

  • Proactively reached out to clients with past due payments and successfully recovered 80% of delinquent payments.

  • Streamlined and organized social media strategy resulting in a savings of 10 hours per week of work for the CEO and increased engagement on all social media channels.

Bucknell University

Academic Assistant for History Department        August 2015 - April 2018

Responsible for performing administrative and client support tasks such as solving technical problems, supporting and communicating via email, streamlining systems and processes, collaborating with others on projects within the history department of a $850 million organization in the educational industry.

  • Solved technical problems, provided administrative support and answered questions via email, phone and/or in person for the history department to ensure smooth operation.

  • Supported twelve faculty members of the history department with individual tasks, questions and resolving problems to establish department progress.  

  • Communicated with external businesses, departments and persons to coordinate and complete necessary tasks relevant to the history department and/or university.

  • Managed and trained history department student workers to ensure efficient and productive work practices.

  • Assisted students with questions and solved problems to create a supportive environment and nurture their success within the history department and university.

  • Organized assessment reviews for history department faculty to comply with university tenure and promotion policies and procedures.

  • Planned and executed various history department events to promote student and faculty engagement.

  • Tracked, organized and reviewed history department budget to successfully meet financial objectives.

Achievements

  • Researched and changed department suppliers when suitable resulting in a significant cost savings of department funds.

  • Updated department procedures and enhanced efficiency on department projects resulting in a more organized and streamlined workflow while significantly reducing turnaround time on tasks.

  • Exceedingly supported and aided the department resulting in improved communication and positive morale.

The MIL Corporation

Global Compensations Analyst April 2013 - July 2014

Responsible for performing client support tasks such as solving technical problems, researching in-depth solutions to client questions, implementing systems and processes, writing support documentation and policy, supporting and communicating via email and collaborating with team members in the Compliance and Policy department of the Bureau of the Comptroller and Global Financial Services within the Department of State.  

  • Solved problems, provided support and answered questions via email, phone and/or in person for the Compliance and Policy department to operate smoothly.

  • Observed DoS Pay Floor Staff work processes troubleshoot problems, receive feedback and work with the product team to create efficient solutions.

  • Researched complex questions and organized findings to develop strategies and solutions aligned with legal policy to ensure compliance with federal regulations.

  • Presented research to Managing Director of the Bureau of the Comptroller and Global Financial Services to create solutions in compliance with federal regulations.  

  • Created documentation, training materials and assisted with trainings on new business processes for the DoS Pay Floor Staff to streamline work processes.

  • Assisted with trainings on new business processes for end user

  • Acquired Top Secret security clearance for accessing confidential materials and attending confidential meetings to fully perform job duties.

Achievements

  • Readily took on new roles and tasks to support clients and to support team members.

  • Enhanced professional skills by actively participating in elective MIL Training Online (MILTON) program.

Blackbaud Inc.

Engagement Manager May 2012 - April 2013

Responsible for supporting nonprofit clients with project needs and goals, solving various technical problems, implementing systems and processes, writing support documentation and collaborating with team members within the Target Analytics department of a leading worldwide organization in the software industry.

  • Supported clients with solving problems and answering questions to create a supportive client experience.

  • Communicated with clients regarding project needs to confirm project goals and requirements.

  • Created SOWs and SOPs for client projects to establish clear scopes of work and standards of practice.

  • Used various nonprofit CRM softwares, such as Blackbaud CRM, Blackbaud NetCommunity,  Raiser’s Edge and Team Approach to accomplish client projects.

  • Scheduled client meetings and check-ins to ensure consistent and proactive communication regarding client projects.

  • Collaborated with team members to ensure successful completion and delivery of client projects.  

Achievements

  • Willingly took initiative in new leadership roles to support clients and team members.

  • Readily completed tasks outside of my role to fulfill project goals, satisfy clients and support team members.

Blackbaud Inc.

Data Services Coordinator Oct. 2010 - May 2012

Responsible for client support tasks such as solving technical problems, supporting and communicating via email, communicating with clients regarding project needs and goals, implementing systems and processes, writing support documentation within the Target Analytics department of a worldwide organization in the software industry.

  • Conducted technical data entry for nonprofit clients to support them with their missions.

  • Communicated with clients regarding project needs to confirm project goals and requirements.

  • Used various nonprofit CRM softwares, such as Blackbaud CRM, Blackbaud NetCommunity, Raiser’s Edge and Team Approach to accomplish client projects.

  • Organized multiple client projects and priorities to ensure an efficient and productive workload.

  • Troubleshooted and solved technical problems with data entry processes to support clients and ensure completion of client projects.

  • Wrote thorough training documentation to train others and ensure client coverage.

  • Trained fellow team members on client-specific data entry processes and softwares to create a well-rounded and knowledgeable team.  

Achievements

  • Cut down on data processing time and maintained high-levels of data accuracy, resulting in a more efficient and productive work flow.

  • Provided an outstanding client support experience and, as a result, received the Blackbaud Quarterly DMS “Client Satisfaction” Award.

Education

B.A. Communications
Susquehanna University
August 2006 to May 2010

IFSA Butler Study Abroad Program
Griffith University, Australia
July 2008 to November 2008

Graduated with Honors: cum laude

Member of Lambda Pi Eta Communications Honor Society

 
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