Shelly Bolsius
WOODSTOCK,GA
Overview
13
13
years of professional experience
Work History
Manager, Communities & Self Service
FinThrive
Remote
12.2020 - Current
- Own strategy and execution for customer communities and self-service platforms, driving engagement, adoption, and measurable case deflection.
- Lead governance, moderation, and continuous improvement of community and knowledge content to ensure accuracy, relevance, and ease of use.
- Develop and execute engagement strategies that increase active participation and recurring community usage.
- Analyze customer search behavior, feedback, and content drop-off points to identify gaps and improve searchability and self-service success.
- Partner cross-functionally with Support, Product, Digital Strategy, Marketing, and Learning teams to align customer messaging and experience.
- Connect internal subject matter experts with community members to resolve complex questions and escalate issues when needed.
- Drive self-service initiatives that reduce customer effort and reliance on assisted support channels.
- Establish operating rhythms, success metrics, and reporting for community health, engagement, and self-service performance.
- Lead, coach, and develop team members, fostering a culture of customer empathy, accountability, and continuous improvement.
- Ensure adherence to content governance standards, review cycles, and best practices including plain-language and KCS principles.
- Serve as point of escalation for sensitive or high-impact community issues.
Communities Manager
FinThrive
Alpharetta
05.2016 - 12.2020
- Deliver continuous improvement to the Community Portal to enhance client experience and self-service adoption.
- Implement new community features including Ideas Zone and blog functionality.
- Partner with Marketing to ensure consistent customer messaging across channels.
- Train Technology Support colleagues on Salesforce Chatter and community deployment.
- Support transition from internal ticketing systems to Community Portal usage.
- Design, implement, and maintain a highly organized, topical, and accessible online community.
- Onboard and train new Community Managers and team members on portal functionality.
- Collaborate on the first Customer Journey Map linking client discussions to case creation.
- Enable direct customer feedback to influence roadmap priorities.
- Review all published community content for compliance and quality standards.
- Drive increased client engagement, adoption, and participation.
Account Manager
MedAssets (Turned FinThrive)
Alpharetta
06.2014 - 04.2016
- Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, and solicits opinions and ideas from customers.
- Manage, maintain, and grow multi-product, client accounts.
- Develop and manage client relationships to proactively enhance and maintain satisfaction.
- Determine client needs and serve as product expert to meet client needs.
- Proactively identify client account enhancement/upgrade opportunities.
- On-board clients so that they are proficient and knowledgeable in their new technologies.
- Support customer retention and contract renewal by providing onsite visits, focusing on workflow assistance, training, process improvement, and rules customization.
Office Manager
404-Cut Tree
Norcross
01.2013 - 06.2014
- Manage office staff and operations.
- Logistics Coordinator for multiple crews and arborists in the greater Atlanta area.
- Build and maintain business to business relationships with all subcontractors.
- Customer contact for scheduling, concerns and disputes.
- Operations manager for analysis of company productivity and profitability.
- Execution of Arbor Gold a new software to increase efficiency within day to day operations.
- Accountable for all new associates.
Education
Bachelor of Business Administration - Management
Georgia Southern University
Statesboro, GASkills
- Microsoft Office
- Word
- Excel
- Power Point
- Outlook
- Salesforce
- SalesForce: Lighting Community Builder
Timeline
Manager, Communities & Self Service
FinThrive
12.2020 - Current
Communities Manager
FinThrive
05.2016 - 12.2020
Account Manager
MedAssets (Turned FinThrive)
06.2014 - 04.2016
Office Manager
404-Cut Tree
01.2013 - 06.2014
Bachelor of Business Administration - Management
Georgia Southern University
Personal Information
Title: Manager, Communities & Self Service
Awards
- FUNA Award, 2020-02-01
- Spirit of Collaboration Award, 2014-01-01
- MVP: Serving Our Customers, 2014-12-01
- MVP: Serving Our Business/Brand, 2015-05-01
- MVP: Serving Our People, 2015-08-01