Treasa Coleman-Nolan

Experience

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  Roar Promotions Ltd

  Mar 2013 - Aug 2013

  Sales Representative Team Leader

  • Led prospecting efforts, engaging potential clients in conversations to showcase product benefits, while handling rejection with resilience.• Trained and motivated new team members through one-on-one coaching, fostering goal achievement and managing administrative tasks, including the confidentiality of customer data.

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  GrabOne Ireland

  Sept 2013 - Oct 2014

  Customer Service Specialist

  • Resolved customer queries by collaborating with sales and suppliers, ensuring positive outcomes and satisfaction.• Onboarded and trained new team members on CRM tools and processes, creating handbooks, conducting training sessions, and providing personalized coaching. Conducted data analysis to identify high-risk merchants and assess the impact of negative customer experiences.

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  Zendesk

  Oct 2014 - Jan 2018

  • Led 64 customer launches, providing personalized onboarding and ensuring seamless Zendesk configuration and implementation through tailored 60-day programs. Delivered both remote and onsite training to boost product adoption and client self-sufficiency.• Managed 11 paid consultancy projects with large EMEA clients, facilitating structured workshops for product implementation and configuration. Supported consultancy efforts across UK, Denmark, and Norway using a three-phase (Learn, Create, Launch) approach.• Onboarded and coached new team members, creating training materials and offering ongoing support to ensure smooth integration within the team. Show less

  • Launch (Services) Consultant EMEA

    Sept 2016 - Jan 2018

  • Launch Manager EMEA

    Oct 2014 - Sept 2016
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  Trigger Movement

  Jan 2018 - Mar 2018

  Leadership Development Manager

  • Delivered leadership and team workshops aimed at increasing self-awareness and improving communication skills, equipping attendees with practical tools for collaboration and teamwork.• Facilitated and observed workshops for future leaders, providing 1:1 coaching to help participants reflect on their behaviors and create personalized development plans.

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  Wrike

  Mar 2018 - Jan 2024

  • Led a global team of 14 consultants and managers, overseeing strategic customer engagements across EMEA & APJ, while managing partner and contractor relationships. Controlled key financial metrics, including bookings, gross margin, and revenue growth.• Developed and implemented a "Gold Standard" operating model to streamline service delivery, improve billable utilization, and mitigate risks. Forecasted Professional Services (PS) requirements based on sales pipeline insights.• Spearheaded service expansion by launching new consulting packages, collaborating with legal, marketing, and operations teams. Scoped Statements of Work (SOWs) for change management and digital transformation projects.• Optimized key operational metrics such as Time to Value and customer onboarding CSAT, addressing service gaps, reducing scope creep, and enhancing overall delivery efficiency.• Managed regional delivery partner relationships, ensuring contractual compliance and resolving escalations. Collaborated with sales teams to strategically position services and contributed to high-value sales initiatives.Achievements:• Generated 17% of global ARR by supporting sales, scoping services, and reducing project risks through paid-hour negotiations.• Created the globally implemented "Value Assessment" package, driving recurring revenue and addressing client optimization opportunities.Conducted cost-per-hour analysis, reducing scope creep and improving service efficiency by aligning processes with product updates.• Maintained zero voluntary attrition during acquisitions by fostering a culture of psychological safety.• Presented on Change Management at DMEXCO 2019 and authored an eBook, "Tackling Change Management," to establish thought leadership and generate leads for Wrike. Show less • Managed multiple Wrike implementation projects, aligning workflows with industry best practices to ensure smooth integration and timely project milestones.• Developed and applied change management frameworks, leveraging psychological principles to drive client adoption and enhance team performance.• Delivered tailored product coaching to optimize Wrike usage across diverse clients, addressing cultural nuances and aligning solutions with client-specific values.• Facilitated knowledge sharing and standardization of best practices across the team, improving overall service delivery and client satisfaction. Show less

  • Manager, Professional Services International (EMEA & APJ)

    Dec 2020 - Jan 2024

  • Professional Services Consultant

    Mar 2018 - Dec 2020
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  NShift

  Dec 2024 - now

  Director of Operations & PMO