Victoria Nahley

Experience

• 

  Georgia Southwestern State University

  Jan 2016 - May 2017

  English Language Institute Teaching Assistant

  Directed, facilitated, and moderated classroom discussions and activities. Wrote copy for flyers and email campaigns to drive on-campus engagement in department events. Organized, participated in, and assisted at campus events as a representative of the English Language Institute. Maintained regularly scheduled office hours to advise students on areas of improvement.

• 

  Georgia Southwestern State University

  Aug 2018 - Dec 2019

  Collaborated with a team of writers and editors to develop a content strategy for each edition. Performed copy-editing and write-ups of content before publication. Increased campus readership by 5% utilizing word-of-mouth advertising. Researched and reported on specialized fields using interviewing techniques and written communication. Typed, formatted, proofread, and edited internal- and external-facing correspondence and other documents before publications and presentations. Identified and implemented ways to use social media and on-campus advertising to attract students to the Career Services Center. Demonstrated verbal communication skills with students, employers, and campus officials to provide clear answers, disseminate information, and book appointments.

  • Staff Writer at Sou'Wester

    Jan 2019 - Dec 2019

  • Career Services Assistant

    Aug 2018 - May 2019
• 

  2U

  Mar 2020 - Feb 2023

  • Oversaw and managed multiple online Bootcamp programs for the Georgia Institute of Technology, ensuring exceptional customer experiences by proactively addressing issues and providing personalized support.• Managed a team of 23 part-time ontractors, executing performance management processes and coaching to improve customer satisfaction and promote employee growth. • Leveraged Salesforce CRM and data analysis tools to monitor customer satisfaction and identify areas for optimization.• Partnered with recruitment teams to make data-driven decisions on hiring and promotions. • Developed educational materials for new and existing customers to support adoption and engagement. • Built external facing student content and guides to provide additional resources to learners. • Effectively supported 250-300 adult learners at a time through their learning journey, exceeding 80% graduation rate per course.• Facilitated customer orientations, webinars, and other initiatives for product success.• Served as point of contact and advocate for direct report contractors and customers; escalation point for customers. Show less Delivered high-quality advisement on career materials to both Degree and Bootcamp students to ensure materials are career competitive upon graduation. Maintained rapport with collaborating teams to coordinate effectively across departments while putting students first. Led and participated in online workshops that guide students in creating career materials for their job search. Created SOPs, templates, and guidelines based on milestones and best practices, as well as creates resources for students and career seekers. -Streamlined the team’s workflow by developing student-facing content to guide students on crafting professional brand statements. -Partnered with leadership to develop a subject-matter template for Degree CMAs to utilize for content creation that drives the team’s understanding of student needs. -Earned a “Best” Quality Assurance rating 100% of the time since starting this role. -Closed 850+ Salesforce cases independently in Q3 of 2020 while ensuring students received quality feedback. -Exceeds quarterly team goal of being rated 4 or 5 out of 5 for feedback quality, responsiveness, and overall service by 85% of students. -Handpicked to take on increased caseload through Canvas shortly after joining the team due to ability to work well under pressure while quickly learning new processes.-Coordinated with other members of the 2021 department-wide virtual retreat committee to manage several projects and promote virtual engagement; personally, developed the retreat themes, designed zoom backgrounds, constructed slide decks, created event feedback surveys, and co-facilitated meetings.At 2U, we power world-class online education and in-person boot camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities transform in the digital era—and eliminate the back row in higher ed. #NoBackRow Show less

  • Customer Success Manager

    Jan 2022 - Feb 2023

  • Career Material Advisor

    Mar 2020 - Jan 2022
• 

  AltaClaro

  Feb 2023 - now

  Customer Success Manager

  AltaClaro is the leading provider of interactive experiential legal training. Our unique learn-by-doing and feedback model helps learners become practice-ready more quickly, empowering participants from the world’s leading law firms, corporations, and law schools to own their career trajectories while helping enterprises drastically reduce training costs.• Led implementation of HubSpot Support Ticketing initiative (CRM), reducing costs by 50% and improving response times; developed SOP, including prioritization and escalation process. • Lead recurring meetings with internal stakeholders to monitor overall client health, strategize, and identify trends. • Built new hire onboarding checklist and process; led training of new hires and coached to success. • Conducts regular data analysis on customer satisfaction metrics, identifying trends and opportunities for product and process improvement, as well as actionable insights for customer retention.• Collaborates closely with other teams, including Product, Sales, and IT teams to resolve complex customer issues, enhance overall customer experience, and deliver projects to improve customer satisfaction.• Created and implemented AI chat-bots and workflows tailored to different needs of customers; built out and maintains knowledge base for self-service. • Manages a portfolio of approximately 70 high-stake enterprise and SMB accounts with top-tier law firms, ensuring customer satisfaction by proactively addressing feedback and implementing process improvements.• Stakeholder relationship management – experience presenting and advising executives, including CEO, COO, CIO.• Partners with Sales to ensure effective onboarding of new clients and identifying opportunities for account growth.• Craft and implement tailored, data-driven client success plans by understanding unique needs and challenges. • Act as voice of the customer (VoC) within the company by maintaining feedback loops with Product and IT teams. Show less