Résumé | Emmy Corder

Profile

Professional Summary

PMP-certified business operations and program management professional with 5+ years of experience improving operational performance, developing scalable processes, and leading cross-functional initiatives across SaaS, cybersecurity, and technology environments.

Proven track record driving measurable improvements in workflow efficiency, program enrollment, customer retention, and operational visibility through process optimization, CRM reporting, and data-driven execution.

Experienced in building operational programs from the ground up, developing business intelligence reporting, and translating complex challenges into practical systems that support organizational growth.

Expertise

Core Competencies

Business Operations & Process Improvement

Operational Strategy • Process Optimization • Workflow Design • SOP Development • Change Management • Operational Scalability

Program & Project Management

Cross-Functional Execution • Stakeholder Alignment • Project Planning • Capacity Planning • Risk Mitigation • Program Governance

Data & Operational Intelligence

KPI/OKR Reporting • Power BI • Salesforce Reporting • Dashboard Development • Executive Reporting • Data Quality & Analysis

Customer Lifecycle & Revenue Operations

CRM Workflows • Customer Lifecycle Management • Onboarding & Renewals • Retention Strategy • Customer Health • Account Growth Enablement

Technology & Automation

Workflow Automation • Microsoft Copilot • ChatGPT • AI-Assisted Process Improvement • Systems Integration • Operational Enablement

Experience

Professional Experience

GitHub

Contract • Remote

2025–Present

Lead Administrator Program Operations Lead

August 2025–Present

Lead operational execution for GitHub Education programs, overseeing high-volume onboarding, renewals, eligibility, and escalation workflows supporting global education partners.
Partner across Engineering, Product, and Support to resolve operational challenges, improve program delivery, and implement scalable process changes.
Design and standardize workflows, SOPs, and internal resources to reduce manual effort, improve consistency, and strengthen team enablement.
Leverage Salesforce reporting and operational data to monitor KPIs, identify risks, and support data-driven program improvements.
Increased Campus Program enrollment by 20% and reduced unnecessary renewal volume by 40% through workflow improvements and eligibility standardization.
Reduced open ticket backlog by 72% through improved prioritization, ownership, and escalation processes.

Program Administrator

April 2025–August 2025

Administered GitHub Education programs, including application reviews, renewals, and eligibility verification.
Managed shared inbox operations and workload triage, improving program throughput and response times.
Collaborated with educators and institutional partners to resolve enrollment and account issues while maintaining accurate program data.

CORL Technologies

Cybersecurity SaaS • TPRM Platform • Atlanta, GA

2022–2025

Senior Customer Experience Manager Operational Lead

October 2024–March 2025

Helped establish and scale Customer Experience operations, developing team workflows, service delivery processes, and operational standards.
Led cross-functional initiatives across Product, Customer Success, and Operations to improve onboarding, adoption, and customer lifecycle performance.
Managed strategic customer relationships and complex escalations across an approximately $800K client portfolio.
Translated customer engagement trends and operational data into recommendations supporting product improvements and business decisions.
Developed executive reporting and account health visibility to support retention planning, renewal readiness, and strategic growth.

Customer Success Manager Operational Lead

January 2023–October 2024

Developed foundational Customer Success processes, documentation, and internal playbooks for a newly formed team.
Managed team workflows, ticket assignments, and capacity planning.
Created QBR templates and executive reporting that increased upsell opportunities by 20%.
Led CRM integration within a SaaS platform, partnering with technical and operational teams to align data workflows and system interoperability.

Project Coordinator | Customer Success

March 2022–January 2023

Developed data-driven reporting frameworks to monitor customer health and engagement trends.
Built workflows to identify and resolve operational inefficiencies, improving client outcomes.

Engineering Systems, Inc.

Norcross, GA

2021–2022

Project Assistant

January 2021–February 2022

Supported engineering project operations by analyzing business data and optimizing reporting frameworks.
Built structured workflows reducing operational friction and improving coordination.

Technology

Tools & Platforms

Salesforce HubSpot Jira Confluence Zendesk Smartsheet Monday.com Miro Power BI Microsoft 365 SharePoint Microsoft Lists Google Workspace Slack Microsoft Copilot ChatGPT AI Workflow Automation

Credentials

Education & Professional Development

Kennesaw State University

Bachelor of Science, Integrative Studies

Minor in Psychology • Leadership Certification

2019

Project Management Professional

PMP • PMI

Credential #4063556

Certified ScrumMaster

CSM • Scrum Alliance

Credential #001743377

Cyber Security Essentials

Cisco

2024

IT Risk Management Shadowing

Meditology Services

2024–2025

Emmy Corder

PMP • CSM • Business Operations • Program Management