About Me
Over the course of my career, I’ve had the pleasure of leading high-performing teams in sales/recruitment, training, support, retention, and customer care. I love working with teams because I get the most satisfaction when helping others succeed. I believe in being a teacher/coach in the workplace, and I strive to bring patience, empathy, and encouragement to every role I hold.
Throughout my career, I’ve developed expertise in various tools and technologies, including Salesforce administration, Looker data analytics, PM tools, Litmos LMS, Microsoft Office Suite, Google Suite, and Canva. I‘m always eager to learn new tools and stay up-to-date with industry trends.
I pride myself on being a problem solver who can quickly assess challenges and find creative solutions. I’m committed to excellence and always strive to exceed expectations. I’m a lifelong learner, creative, detail-oriented, flexible, and analytical.
I love a good challenge. Over the course of my career, I've:
- built a multi-channel call center/customer care department from the ground up, without any previous experience in customer care management
- created zero-cost processes that allowed the customer care team to function as a true call center in the absence of a CRM system
- built and maintained a comprehensive training program for a real estate brokerage with over 100 agents in five states
I'm always eager to embrace new experiences and learning opportunities to expand my skill set. I enjoy immersing myself in a topic - researching, listening to podcasts and audiobooks, watching videos, and reading books and articles to deepen my expertise in any given area.
Experience
2021 - Present
Training Manager
Clearwater Properties
As the training manager for Clearwater Properties, my role involves providing access to knowledge for agents to succeed in their business, creating training calendars and educational content, and managing the resource center. New agent onboarding and support is a significant part of my job, including orientation, training on various programs, and ongoing personalized assistance. I also facilitate company conferences and learning retreats, collect content for company meetings, and support the work of the agent advisory board.
2015 - 2021
Regional Salesforce Administrator
Girl Scouts Heart of the South
As a Salesforce Administrator, I successfully led the transition to Salesforce Classic and Lightning, managed user profiles and permissions, and developed knowledge articles. I provided comprehensive training and ongoing support to all staff and optimized workflows by collaborating with department leaders. Additionally, I ensured data integrity by implementing best practices and creating custom reports and dashboards for key performance metrics.
2017 - 2021
VP, Member Support
Girl Scouts Heart of the South
I led the Customer Care and Membership teams responsible for inside/outside sales, member support and retention, and a multi-channel call center. In addition, I served as the Salesforce admin, Looker data analyst, and Litmos LMS admin. I developed case management processes, created a knowledge management plan,
and authored most knowledge articles. I oversaw annual membership renewal campaigns and served on a national-level committee for training and support. Additionally, I set recruitment and retention goals, monitored monthly KPIs, and was responsible for resolving escalated member issues and overseeing daily case management.
2015 - 2017
Director, Customer Care
Girl Scouts Heart of the South
I was part of the team responsible for planning and executing the Customer Engagement Initiative, a multi-year project that involved a complete redesign of the council's technology, business model, and staffing structure. As part of my role, I built a new Customer Care department from the ground up and developed interim practices to maintain high-quality service delivery through a multi-channel call center while awaiting the launch of CRM software. Thanks to our team's efforts, we consistently achieved top ten nationwide rankings in 15 different KPIs. I oversaw the daily case and queue management, created and managed knowledge articles, and facilitated case management and customer service training for all staff.
Manager, Volunteer Services
2009 - 2015
Girl Scouts Heart of the South
Field Executive
2004 - 2009
Girl Scouts Heart of the South
Membership Intern
2004
Girl Scouts Heart of the South
Some of My Work
Service Team Refresh
This project consisted of the redesign of the GSHS service unit volunteer leadership team structure. The work involved designing a new team organization chart, developing new position descriptions and agreements, communicating the changes to staff and members, and updating online training to match position changes.
National Thought Partner for Volunteer Support
I was one of 12 selected to serve on a committee charged with providing feedback and working together with GSUSA staff to develop a consistent model for volunteer management and support. The committee also created new volunteer management and support resources that were rolled out for adoption by 110 councils nationwide.
Salesforce Lightning Migration
I served as one of two leads on the council's migration from Salesforce Classic to Salesforce Lightning. This project included months of data clean-up, preservation work, and data validation tasks. As leads, we were also responsible for communicating the upgrade to our members, process updates, and staff training and support throughout the go-live process.
Customer Engagement Initiative
I served as the customer care lead on the Customer Engagement Initiative project team. The team was tasked with the complete overhaul of our council's business model- shifting to a more customer-focused, technology-based way of work. The project included the restructuring our jurisdiction, paid and volunteer staff; review and redesign of our internal processes; and the development of new departments. Our team also led the onboarding of Salesforce, preparing data for migration, communicating with staff and customers, training all staff, and guiding departments in new process development.
Education & Certifications
Certified Salesforce AI Associate
Salesforce, 2023
Certified Salesforce Administrator
Salesforce, 2023
Trailhead Ranger
Salesforce Trailhead, 2023
DISC: Behavior in Real Estate
Icenhower Coaching & Consultation, 2023
Certified Salesforce Associate
Salesforce, 2022
Bachelor of Professional Studies
University of Memphis
Skills & Proficiencies
hard Skills
Soft Skills
Salesforce Administration
Litmos Learning Management System
Looker Data Analytics
Notion
Training Development & Facilitation
Project Management
Knowledge Creation & Management
GoToMeeting & GoToWebinar
Microsoft Office Suite
Process Mapping & Development
Canva
Google Suite
Project Management Tools (Click-Up, Teams, Monday.com)
Zoom
Mailchimp
SharePoint
Empathy
Adaptability
Time Management
Critical Thinking
Creativity
Leadership
Analytical
Attention to Detail
Teamwork
Effective Communication
Resourcefulness
Self-motivation
Organizational
Raleigh has a unique mix of both being people and task oriented. She models and practices the highest levels of customer service with both internal and external stakeholders and knows how to use data to help her teams excel and improve. I have been privileged to work with Raleigh and have seen the tremendous impact she had on our team and our organization.
Mary Ellen Rogers
President, A-League Sports
Former COO and direct manager, Girl Scouts Heart of the South
Raleigh is an integral part of the Clearwater Team. She successfully established and has continued to enhance the Clearwater Training Program since its inception. She uses various platforms, methods, and strategies as part of the training curriculum. Raleigh works well both independently and collaboratively and she is always willing to do whatever it takes to accomplish tasks set before her. She is not afraid to tackle new responsibilities and loves to learn. Raleigh has established an excellent rapport with agents and her teammates. She has an incredible skill set and foundation to build on. I look forward to Raleigh utilizing her management and program experience to develop and implement a growth strategy for the Clearwater Training Program.
Heidi Santone
Director of Operations, Clearwater Properties
Her training expertise, clear communication skills, and collaborative approach make her an invaluable asset to our team.
Raleigh excels at simplifying complex concepts and ensuring our team members grasp them effectively. She fosters an enjoyable learning environment and is always approachable for guidance. Additionally, Raleigh has been a creative and dedicated collaborator on various projects, including training and event management. Her attention to detail and commitment to success shines through in everything she does.
Jessica McCollam
Marketing Manager, Clearwater Properties
Connect with me
Raleigh Taylor
raleighlwalker@gmail.com
901.596.9927
raleightay
