Marie McCrohan

Experience

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  Attachmate

  Sept 1995 - Aug 2001

  As Support Sales and Services Manager, I was responsible for implementing a chargeable support strategy. This involved recruiting and training a team of multi-lingual Customer Service Representatives and developing and documenting policies and procedures for the new group. Achievements• Progressed rapidly to a management role.• Successfully implemented a chargeable support strategy. • Increased service revenue and service plan renewal rates in line with ambitious targets.• Recruited, motivated and retained a diverse multilingual team. Key Responsibilities• Recruiting staff, setting performance goals and objectives for team members, handling personnel issues, conducting performance appraisals and identifying training and development requirements. • Monitoring and continuously striving to maintain and improve customer satisfaction levels. Working with Corporate Program and Marketing Managers to ensure that technical support programs meet customer needs in EMEA. • Developing plans and initiatives to grow Support and Maintenance revenue in EMEA. Promoting awareness of Support and Maintenance programs within the Field Sales force through regular email communication, group website and presenting at regional sales meetings.• Planning, scripting and monitoring telesales and telemarketing activity to improve and maintain high service plan renewal rates. Organising relevant training. Reporting and analysis of results. Show less

  • Support Sales and Services Manager

    Apr 1998 - Aug 2001

  • Service Administration Team Lead

    Apr 1997 - Apr 1998

  • Technical Support Administrator

    Sept 1995 - Apr 1997
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  VERITAS Software International Limited

  Jan 2002 - Dec 2006

  Business Process Analyst

  As a Business Process Analyst for maintenance renewals, I was responsible for establishing processes and systems for the new EMEA Renewals Team in Shannon, Ireland. When Veritas merged with Symantec Software I remained in the role.Main Achievements• I managed the EMEA Renewals Team for 8 months, during the setup phase; growing the team from 3 to 12 team members and revenues by over 50%.• I successfully managed the integration of data following the acquisition by Veritas of Precise Software Solutions and received an Outstanding Achievement Award for my work in this area.• I was the EMEA Renewals Business Lead for Oracle 11i implementation. I ensured renewals business requirements were communicated to development, completed user acceptance testing before implementation and trained the team in the new system. Key Responsibilities• Developing the support renewals processes in line with business policies. • Creating and maintaining training and process documentation. • Designing and generating timely and informative reports on team performance.• Working closely with internal cross-functional teams within the Shannon organisation, across EMEA and with US headquarters.• Acting as a liaison between EMEA Renewals and the Oracle support and development team in the US to ensure any day to day issues were communicated and resolved promptly.• Developing and maintaining good relationships with partners and customers.• Supervising the renewal quotation process and ensuring compliance with Service Level Agreements. • Managing the Support Renewals Associate team of 3 full-time staff and up to 6 additional temporary contract staff.• Recruiting new team members.• Goal setting, monitoring and reviewing the performance of Renewals Associates.• Delivering induction and on-going training to all Renewals Team members on Oracle Apps and renewals processes and tools. Show less

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  Educational Institution

  Dec 2006 - Aug 2016

  Full time stay-at-home parent
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  University of Limerick

  Sept 2016 - Nov 2017

  I worked as an Online Moderator, supporting virtual live classes at the University of Limerick. Classes were hosted on a Sakai-based learning management system using the Big Blue Button web conferencing tool. Key Responsibilities• Communicating with the tutors before the session and assisting them with any questions about the use of the Big Blue Button web conferencing application.• Providing support to the tutor and students via online chat during the session.• Troubleshooting and resolving any technical issues that occur. • Reporting any significant issues to the IT department for resolution if necessary. Show less

  • Virtual Class Moderator

    Oct 2017 - Nov 2017

  • MA Student

    Sept 2016 - Sept 2017
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  SAP

  Feb 2018 - Nov 2021

  Project Manager/Instructional Designer

  As a Project Manager and Instructional Designer in the SAP Sales Learning team, my primary focus was on the development of Virtual Live Classes (VLCs) that deliver relevant, effective and engaging sales and soft skills training to colleagues throughout the global SAP organisation. I was employed initially on a maternity leave contract directly with SAP and later as an external contractor through Manpower Group. Key Responsibilities •Planning, designing, and project managing SAP's Virtual Live Classes (VLCs) covering sales and soft skills topics.•Collaborating with external training vendors and internal SMEs to produce high quality, engaging and relevant classes.• Writing course descriptions and defining appropriate learning objectives for all new VLCs.•Creating VLC materials including slides, facilitator guides and participant guides.• Researching topics and curating content for inclusion in learning packages.• Designing microlearning assets including infographics, quick reference guides and video scripts to supplement VLC content.• Assisting in the design of Essential Learning (mandatory eLearning courses) for SAP Sales colleagues.•Executing ongoing operations for VLCs such as scheduling and working with the Learning Management team to ensure the LMS (SAP SuccessFactors) was accurate and up-to-date.•Conducting reviews and quality assurance checking of VLCs. Show less

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  Teamwork

  Dec 2021 - May 2022

  Learning Specialist

  I was employed as a Learning Specialist to design and develop a digital new-hire onboarding program to meet the needs of a globally dispersed, and largely remote workforce in a high-growth SaaS company. In less than six months, I succeeded in creating a multimedia new-hire initiation program using Articulate Rise and launched the course on the 360Learning (LMS) platform. The course was highly rated by new-hires who found it to be an excellent introduction to the Teamwork organization, strategy, and culture. Key Responsibilities •Establish new-hire learning needs during their onboarding period. •Collaborate with SMEs to develop relevant and engaging digital learning content. •Engage with key stakeholders across all departments to discover role-specific requirements. •Meet with vendors to select a Learning Management System (LMS) for employee learning that aligns ith the company culture and core values. Negotiate pricing and subscription terms for the chosen platform. •Create eLearning content that works to meet business needs and is fun for learners. •Advocate for employee development and foster a learning culture within the company. Show less

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  Cyncly

  Nov 2022 - now

  Sales Enablement Coordinator

  My role is to build and execute successful go-to-market strategies that improve sales effectiveness, productivity, training, and overall sales performance. To ensure the sales team has the knowledge, materials, and resources necessary for more efficient selling.