Alexandra M.

Experience

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  ACLU

  Jun 2001 - Aug 2001

  Legal Intern

  • Researched legal issues and wrote memoranda• Summarized cases for intern training manual • Proof-read and cite-checked briefs

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  Holland & Knight LLP

  Sept 2003 - Apr 2005

  Associate Attorney

  I did the usual work of an associate attorney—researched legal issues, drafted briefs for courts and memoranda for clients, joined client meetings, managed case files, and took the lead on small pro bono cases. I also did something not typical for junior associates, but that has become a pattern for me: I proposed and delivered a new program. Officially, it was a writing program for summer associates, since being a skilled writer is key to succeeding at a large, corporate firm. Unofficially, I also provided guidance on how to navigate office politics and the social events organized for summer associates, since those skills are also essential. Show less

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  The Next Level: Coaching for Excellence LLC

  Mar 2006 - Aug 2008

  Principal and Coach

  • Provided individual coaching to help attorneys improve their writing skills• Designed and delivered group programs on business communications

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  GreenOrder, Inc.,

  Apr 2007 - Sept 2007

  Project Consultant

  • Advised senior management for an AmLaw 100 firm on developing its clean-tech practice

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  Framework LLC

  Sept 2007 - Mar 2010

  Analyst and Freelance Consultant

  See above, Framework LLC, Consultant and Analyst

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  Madison Environmental Group, Inc.

  Aug 2008 - Jun 2009

  Consultant

  • Managed transportation and recycling programs for real estate management company issues • Developed, organized, and led educational events on sustainability issues

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  Brooklyn Law School

  Aug 2009 - May 2010

  Legal Research & Writing Instructor

  • Created class materials and taught one Legal Research and Writing class per week • Delivered individualized feedback on written work to students

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  FrameworkESG

  Mar 2010 - Dec 2012

  In this process efficiency and organizational development role, I developed systems to enable the firm to grow in an effective way that embedded its values in daily practice. Firm leaders said I also helped to create a healthier work environment and inspired colleagues to continue their personal development and to be better people. I designed and built databases to collect and organize data for sustainability reports; completed data analyses to improve project budgeting, associate development, marketing, and consulting processes; and wrote documentation/manuals on how to complete projects, such as materiality and benchmark analyses. In addition, I created and led employee on-boarding and orientation programs that included a discussion of each team member’s communication style and pet peeves. In essence, this provided a “field guide” to the team, rather than requiring each new employee to learn on their own through trial and error, which saved time and frustration and opened up other conversations about how to best communicate. I also advised team members on how to discuss specific issues with the firm leaders and raised issues on their behalf. All these efforts helped the firm win two “Psychologically Healthy Workplace” awards. Show less When I first joined Framework, corporate sustainability was not a mainstream idea and sustainability reporting was still new for many companies. I helped Fortune 500 and other multi-national clients identify and understand their most significant risks, devise strategies to address those risks, and advised sustainability teams on how to frame issues in ways that were compelling to company teams not focused on sustainability. To do so, I completed materiality and benchmark assessments. I also co-led sustainability reporting projects, collected and organized all the needed information, and wrote the reports and case studies. Show less

  • Director of Insights and Inspiration

    Apr 2011 - Dec 2012

  • Consultant and Analyst

    Mar 2010 - Mar 2011
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  Independent Personal and Leadership Coach

  Oct 2014 - Sept 2019

  Insights & Inspiration Coaching

  I worked with individuals to help them identify their values and priorities, get unstuck, and resolve values conflicts. (E.g., you want to live close to your family and also want to progress in your career; what do you do when you get a great career opportunity that requires you to move across the country?) Through regular sessions, I held clients accountable to goals they had set and supported them in making progress. In addition, I organized and facilitated monthly “Resilient Founders” meetings, where founders of start-up companies confidentially discussed challenges and shared resources and ideas. This concept grew out of two things I noticed while working out of a start-up incubator:• Starting a company is incredibly difficult—It’s a lot of work, learning on the fly, unexpected set-backs, and long hours. Nonetheless, founders are encouraged to always be upbeat and present a positive picture, because anyone they meet might be a client, investor, employee, referral, or other person to impress. • Many founders believe anyone else would do a better job than them at starting the company. Founders needed a safe space where they could be honest and get support and encouragement. Show less

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  Donii

  Oct 2016 - Dec 2017

  COO

  Donii enables individuals to donate things they don't need to people in our community who do need them. When I joined the startup, it was just the founder and one contract software engineer. As such, I helped with all aspects of Donii’s work—from fundraising and writing grant applications, to assembling tablet stands and delivering donations. That said, my primary focus was on operations and logistics. I recruited and managed interns, organized and supported on-site donation drives at corporate client sites, and experimented with different approaches to solving a key logistical challenge: how to efficiently collect donated items from corporate clients in Boston, Cambridge, and Watertown, Massachusetts; sort the items; then deliver them to nonprofit recipients spread across Greater Boston. Show less

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  EzCater

  Jan 2018 - Apr 2020

  My work was a combination of process improvement, project support, tier 2 technical support, documentation, and, because of my coaching experience, team development. This role was fundamentally cross-functional, with a goal to drive down costs through changes to the products and processes used by customer service agents. I was part of Customer Service, but also worked closely with a Product manager and engineering squad. In Q1 of 2020, the teams’ combined efforts led to a 2.3% decrease in customer service spend per order.My efficiency work focused on identifying opportunities to streamline and improve customer service systems and routines. For example, after identifying one of the processes used to communicate product updates to 500+ agents as highly ineffective, I developed hypotheses for what might work better, conducted user research to test the alternatives, then created the proposal used for the roll-out of the new system. I also supervised teams of 1-6 customer service agents as they completed research projects, including data-coding and process-mapping.One of the largest projects I supported was the rollout and on-going updating of a proprietary multi-channel communications system to 500+ customer success agents at 5 locations. I tested features, investigated and resolved tickets (from 5-30+/day), identified root causes of issues and trends, escalated bugs to engineers, and trained supervisors to provide tier 1 support. In addition, I provided project support for product releases by working with stakeholders in product, engineering, customer service, and training and development to ensure each team had what they needed to complete their work on time.On the team-building front, I facilitated the Process & Efficiency team in working through Brené Brown’s “Dare to Lead Read-Along Workbook.” Completing the exercises increased trust and cohesion and enabled us to resolve issues that might otherwise have been over-looked or avoided. Show less I joined ezCater’s customer support team during a time of such rapid growth that there was a queue all day, every day. There was never a break between calls and callers were often frustrated by the long wait times. As a result, I developed the ability to quickly solve problems and calm upset individuals. After experiencing how challenging the work was and seeing how it took a toll on co-workers, I developed “ezCare 101.” ezCare is a two-part workshop to help agents develop greater mental resilience, increase joy, and reduce stress, and help ezCater retain top performers. The six-month pilot was a great success: 100% of survey respondents said they would recommend the program to others and 1+ month after completing the workshop, participants were still using one or more of the techniques taught in ezCare. Once it was on solid ground, I left ezCare in the hands of three facilitators I’d trained and shifted my focus to developing workshops to help representatives further develop other key skills, including problem-solving, writing, and challenging conversations. Show less

  • Process & Efficiency - Product Support Specialist (PSS)

    Jun 2019 - Apr 2020

  • Customer Success

    Jan 2018 - Jun 2019
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  OneStudyTeam

  Mar 2021 - now

  I lead, organize, and implement team level (Site Engagement) and department-wide (Customer Success) change and communications. Currently, the majority of my time is spent as program lead for the StudyTeam Learning Center, doing everything to take it from an idea to launched pilot to full-rollout in Q1 2024. The Learning Center enables faster, more convenient customer on-boarding and training. Reducing the hassles for customers lets them spend more time focused on patients; reducing this workload for our customer success team allows them to invest more energy providing deeper levels of support to our customers. Show less I helped the customer success team to scale by implementing and optimizing systems, processes, and resources that make the team’s work easier and more efficient.• Led the implementation of and ongoing transition from Google docs to an internal wiki (Confluence) as the primary source of documentation and internal information. • Created training courses and programs for customer success sub-teams that save those teams considerable time (at least 2-3 hours of planning time per new team member) and stress. Having on-line courses rather than doing all the training live also saves managers a significant amount of time per new hire cycle. • Collaborated with teams to solve problems and implement long-term solutions, including revamping Salesforce objects to improve inter-team communications, organizing pilot programs to test new processes, and working cross-functionally to improving onboarding processes. • Led project retrospectives that enable cross-functional project teams to identify insights and actions to improve day-to-day operations and project design. I also organized and hosted a monthly virtual happy hour; anyone from any team is welcome to join. It’s my way of getting to know people in this fully-distributed company, welcoming new team members, and introducing people from different departments to each other. Show less

  • Senior Manager, Customer Success Enablement

    May 2024 - now

  • Manager, Site Engagment Training & Enablement

    May 2022 - Jun 2024

  • Customer Success Operations Associate

    Mar 2021 - May 2022