Amy Wong

• Mapped stakeholder impacts and business process changes across multiple workstreams to support enterprise transformation planning and execution

• Facilitated change workshops and feedback sessions to identify adoption risks, user concerns, and opportunities to improve the end-user experience

• Supported development of change and communication materials that simplified complex transformation concepts for business users and leadership audiences

• Coached project team members on solution storytelling and demonstration delivery to strengthen stakeholder engagement and increase organizational buy-in

• Delivered end-to-end change and enablement strategy, including communications, stakeholder engagement, and scalable learning programs to drive adoption and organizational readiness
• Drove change management and enablement for a global Salesforce transformation across all service lines (~25,000 users), improving seller productivity and sales insights
• Designed and refined a data-driven training strategy using adoption metrics to target low-use features, delivering monthly new user training and quarterly feature enablement sessions to drive adoption and enhance user proficiency
• Conducted ~25 seller feedback sessions across industries, observing system usage to identify pain points and translating insights into actionable feedback for design improvements and change strategy refinement
• Partnered with communications team to define messaging strategy, co-developing targeted campaigns and in-app guidance to enhance adoption and user engagement
• Delivered curated content to chatbot teams to strengthen knowledge base and response quality, reducing reliance on manual support and improving accessibility

• Drove change management and enablement for CRM transformations across multiple markets (~40,000 sellers), consolidating 15 legacy systems into a unified SugarCRM platform and standardizing sales processes to improve efficiency and consistency
• Planned and delivered executive and end-user engagement initiatives, including regional town hall presentations and 12 one-on-one executive sessions across markets, to strengthen alignment, secure buy-in, and enable top-down adoption
• Led development and execution of multi-channel communications, including executive messaging, targeted email campaigns for low adopters using performance metrics, and quarterly newsletters, leveraging feedback to drive engagement and adoption
• Developed and implemented data-driven training strategy, delivering monthly feature enablement sessions, new user onboarding, and advanced user training to enhance adoption and improve user proficiency
• Monitored user inquiries to enable continuous improvement for support operations, surfacing recurring issues and informing enhancements to training, communications, and system usability