Open to opportunities

Donne Bailey

@donnebailey

Message

Client-centric advisor with expertise in SaaS and education technology.

South Africa

Message

What I'm looking for

I am seeking a role that values client relationships and offers opportunities for professional growth in a collaborative environment.

I am a client-centric trusted advisor and technical expert with over 5 years of experience in technology, particularly in the SaaS and education technology sectors. My background is complemented by an Advanced Project Management certificate and a Bachelor of Psychology Degree (honours). I have a proven ability to lead cross-functional teams, streamline processes, and deliver projects that exceed stakeholder expectations.

Throughout my career, I have achieved significant milestones, such as reducing onboarding time by 20% and improving operational efficiency by 40%. My proactive communication skills have allowed me to clearly convey the value of SaaS solutions to diverse audiences, driving adoption and satisfaction. I am dedicated to continuous improvement, gathering and acting on customer feedback to enhance service delivery and achieve measurable outcomes.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

CoGrammar

Nov 2023 - Jul 2024 (8 months)

Delivered exceptional customer experiences by onboarding, training, and supporting over 170 clients per quarter for SaaS platforms. Proactively facilitated product adoption, achieving a 95%-100% client satisfaction rate and managing high-priority clients, including the UK Department for Education.

Customer Onboarding SaaS Solutions CRM Tools Customer Training Stakeholder Engagement Zendesk Zoom Google Meet Project Management Cross Functional Collaboration

Workforce Experience Consultant

Oct 2022 - Nov 2023 (1 year 1 month)

Partnered with the Project Management team to design and implement impactful initiatives. Established data parameters for evaluations and developed project plans using Jira and Confluence, ensuring timely delivery and alignment with business objectives.

Project Management Data Analysis Jira Confluence Stakeholder Engagement Continuous Improvement Risk Mitigation Team Collaboration Strategic Development Process Optimization

Customer Success Advisor

Mar 2021 - Nov 2023 (2 years 8 months)

Delivered personalized support to over 40 clients weekly, reducing churn through Salesforce-driven strategies. Collaborated with internal teams to provide comprehensive client support and keep clients informed about technological advancements.

Salesforce Risk Mitigation Team Collaboration Customer Engagement Communication Skills Performance Tracking

Onboarding Specialist

Amazon

Dec 2020 - Feb 2021 (2 months)

Collaborated with Training and Operations Managers to onboard and train new hires. Designed peer-to-peer teaching methods and monitored new hire metrics to ensure successful transitions and performance improvements.

Onboarding Training Conflict Resolution Performance Monitoring Communication Skills Reporting

Education

Degrees, certifications, and relevant coursework

University of Cape Town

Advanced Project Management, Project Management

2021 - 2022

Completed an Advanced Project Management certificate, focusing on enhancing project management skills and methodologies applicable in various industries.

Pearson Institute of Higher Education

Bachelor of Psychology (honours), Psychology

2015 - 2019

Earned a Bachelor of Psychology (honours) degree, which involved in-depth studies of psychological theories, research methods, and practical applications in various settings.