Carlin Cole

Experience

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  Hickory Heights Child Development Center

  Aug 2007 - Feb 2010

  Pre-K Assistant Teacher (Part Time)

  Collaborated with lead teacher to teach curriculum to pre-kindergarten class. Worked to engage class in a fun way to most effectively develop students in the classroom.

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  The McGarity House

  Mar 2008 - Jun 2010

  Financial Analyst / Staff (Part Time)

  - Performed Net Present Value analysis on an $80,000 investment in facility expansion.- Analyzed and presented business and financial risks of the expansion to assist in decisions about its specifications.- Developed revenue forecasts and budgets to aid managerial decision.

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  Blackbaud

  Jun 2010 - May 2021

  As a Product Support Principal for Financial Edge NXT, I serve as a subject matter expert to help improve products, solve problems, and meet technical challenges.- Work with cross-functional readiness teams to launch product capabilities by setting and measuring key success metrics- Analyze large datasets to summarize data findings and generate actionable insights for strategic initiatives within the product and within internal processes- Simplify and solve complex client issues to bring clarity and resolution to escalated tickets- Presented Customer Success Sessions with over 800 client participants to drive product adoption and reduce support volume Show less As a Support Systems Project Manager I serve as the main point of contact for requirements and process design for the implementation of Salesƒorce Service Cloud. I work to understand the specifics of what our Support organization needs to accomplish and, using Lean methodology, the most efficient and effective way to accomplish each task. I met with senior leadership to understand high-level goals for Support and work on designing processes within Service Cloud to achieve those goals. I analyzed our Customer Support Analysts' experiences with the current systems to understand pain points in effort to address these in future processes.I also serve as a representative for Support with the Data Governance Council to promote data quality initiatives within Salesƒorce. I work to ensure data quality initiatives help Support succeed in its mission. Show less As a Product Support Lead I prioritized issues and new features with Product Management and helped deliver fixes for our clients. Using case data analysis, I worked to identify process and usability concerns in the software and pushed for change in design. I continually served as an advocate for both Customer Support and our clients in meetings with Product Management. I quickly identified critical trends in support cases and worked to notify clients, analysts, and Product Development as needed. As a product expert for Support, I worked to create proactive support initiatives to deflect incoming volume.I served as a product knowledge mentor, coach and resource for Customer Support. As product updates were developed, I worked with Product Management and Support Education to develop processes, training, and resources to ensure our clients were informed and our Support analysts were equipped to provide a world class experience for our clients.I presented at User Groups for both The Financial Edge and The Education Edge to both educate users and encourage collaboration among our clients. At BBCON and our K12 User's Conference, I worked with clients face-to-face to provide guidance and gather feedback about our products. Show less As a Support Specialist, I helped our clients accomplish their missions through providing world class support for our software systems. I was selected to cross-train to support FundWare, The Education Edge, & The Financial Edge. Serving as a backup for our Product Support Leads, I worked to assist other Support analysts and test software defects and fixes. I developed resources to help improve efficiency and effectiveness by guiding teammates in troubleshooting to quickly reach case resolutions. While working with escalated clients, I diplomatically work to understand and resolve their issues. Show less

  • Customer Support Principal

    Jan 2017 - May 2021

  • Support Systems Project Manager

    Apr 2016 - Jan 2017

  • Senior Product Support Lead

    Sept 2012 - Mar 2016

  • Support Specialist

    Jun 2010 - Sept 2012
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  Risk3sixty

  Jun 2021 - now

  Risk3sixty is an Atlanta-based Information Risk Management (IRM) firm helping clients implement business-first information security and compliance programs.MY FOCUS:- Assisting with the creation and maintenance of security and compliance related initiatives such as ISO 27001, SOC 1, SOC 2, SOC for Cybersecurity, GDPR, HIPAA, HITRUST, NIST 800-171, NIST 800-53, PCI DSS, ACAB, SEC Audits, IT SOX, CIS CSC (SANS Top 20), Privacy Shield, NYDFS Cybersecurity, CMS Audits- Enabling sound security strategy by delivering expert level guidance on cybersecurity best practices- Simplify security and compliance initiatives so you can focus on business- Enhance overall security posture and risk management to protect brand reputation and digital assets- Helping companies communicate their security/compliance story to partners, customers, and regulators- Develop strategies that are scalable and enable growth Show less

  • Product Manager

    Dec 2021 - now

  • Consultant | Customer Success Lead

    Jun 2021 - Dec 2021