Hillary Sciscoe

A Creative, Customer-Centric, Problem Solver

I love ever-changing landscapes, software updates, new user interfaces. But I cannot stray too far from the softer side of the frontline interactions.

Over the last 25 years, I’ve worked with entrepreneurs, been an entrepreneur, worked at a successful startup, and led teams focusing on the success of customers within the high tech, as well as the health and wellness industry.

I’ve always been happiest at the crossroads of technology and service. Within the private, non-profit, and government sectors, I’ve held roles on the technical side like webmaster, systems administrator, and membership coordinator. On the wellness side, the roles vary from an instructor of yoga, pilates, circuit training, and belly dance to a wellness coach and cardiac rehab assistant.

Work Experience

FormAssembly

Voice of Customer Product Analyst

Mar 2019 – Present

  • Created a process to collect feedback throughout the customer journey.
  • Created a system to categorize and analyze the feedback collected.
  • Researched and analyzed competitive products and services.

Director of Customer Success

Feb 2015 – Feb 2019

  • Successfully created support, services, customer success, and knowledge divisions of the Customer Success organization.
  • Set budget, vision and goals of knowledge, support, services, and success (account) management divisions.
  • Lead a fully distributed team of 18.
  • Identify opportunities to reduce churn and engage customers.

Support and Engagement Team Lead

Feb 2013 – Feb 2015

  • Created programs to onboard new customers.
  • Hired, trained, and coached support team members.
  • Created and presented webinars on using FormAssembly.
  • Organize, run, and track 1-1 and team meetings.
  • Ensure quality of service and prompt resolution on customer issues.
  • Onboarded new customers with Welcome Calls and webinars.

Customer Support Specialist

Apr 2011 – Feb 2013

  • First, and only, dedicated support hire.
  • Answered customer questions through email.
  • Moderated use of the application to avoid phishing.
  • Updated and created documentation and Best Practices.
  • Created, edited, and published video tutorials.

Self Employed

Harmony Virtual Solutions

Virtual Expert, Owner, Founder, Virtual Presence Expert, Jan 2020 – Present

We work with heart-centered and wellness brands to grow your business by developing efficient processes and driving your virtual presence so you can focus on the wellbeing of your clients and projects.

  • Technical Project Management
  • Process Development & Improvement
  • Staff and User Training
  • Technical Support
  • Software Integrations and Administration
  • Kajabi Administration
  • WordPress Administration

🌎Visit Harmony Virtual Solutions

Webmaster, Freelance

Jul 2002 – Dec 2014

Created websites for multiple companies across a diverse set of industries.

  • Web Design
  • HTML
  • CSS
  • WordPress
  • DreamWeaver
  • Graphic Design
  • Marketing Copy

Yoga Instructor

2004 – 2008

I created and led independent yoga classes with a diverse and loyal student base.

Glass Artist

1999 – 2008

Hand-crafted glass arts, marketing & sales through web sales and attending craft shows.


City of Bloomington

Technology Support

Sep 2010 – May 2011

  • Configuration and deployment of hardware and software.
  • Identified, diagnosed, and resolved problems, and instituted preventative measures to prevent further occurrences of hardware and software issued throughout the City of Bloomington.
  • Provided localized, personal training in the use of hardware and software.

YMCAs

Yoga & Fitness Instructor

Monroe County YMCA, Aug 2006 – Dec 2010

  • Yoga, Belly Dance, Pilates, Circuit, Strength training, and aerobics.
  • Instruction of diverse populations; overwhelmingly positive reviews.

Membership Operations Coordinator

Monroe County YMCA, Jan 2009 – Aug 2010

  • Provide comprehensive IT support and serve as primary IT liaison for all departments.
  • Maintain and implement changes to the membership system and database.
  • Extensive IT project management, staff supervision, and training.
  • Responsible for system operations including internal auditing.
  • Online, phone, and desktop support.

Member Service Team Leader

Monroe County YMCA, Aug 2007 – Jan 2009

  • Member service staff supervisor; responsible for staffing, training, and scheduling.
  • Ensure quality of service and resolve member and guest complaints.

Various Roles

Greene County YMCA, Aug 2002 – Aug 2007

  • Yoga & Fitness Instructor
  • Web Administration
  • Marketing
  • Wellness
  • Preschool