Kelly Swart

Wrike Systems Architecture & Technical Management

• Platform Health & Governance: Engineered and maintained the overall health and structure of the Wrike platform to ensure high-velocity functionality for the entire agency.
• Automation Design: Architected custom workflow automations to eliminate manual administrative drains and streamline cross-functional task dependencies.
• Capacity Infrastructure: Developed a standardized hour-assignment framework for all tasks, enabling predictive capacity tracking and live workload monitoring for leadership.
• Dashboard Architecture: Managed individual and team-level BI dashboards to translate raw task data into measurable performance visibility.
• Information Filtering & Strategic Briefing
• Clarity Engineering: Acted as the primary "Information Filter," transforming fragmented, high-volume inputs into structured, automated system entries.
• Briefing Governance: Established a "Clarity First" intake system, ensuring 100% of project briefs were condensed, populated, and actionable at inception to prevent production bottlenecks.
• Institutional Knowledge Preservation: Governed task documentation and detailed briefing notes to ensure total team alignment and the preservation of project-specific knowledge.

Operational Audit, Risk & Compliance

• Strategic Project Auditing: Maintained centralized oversight of project timelines, utilizing early escalation frameworks to identify and mitigate systemic risks.
• Financial Reconciliation: Conducted monthly retainer reconciliations, comparing "billed versus spent" hours to identify unbilled scope creep and provide leadership with direct margin visibility.
• Integrated Performance Governance: Orchestrated the end-to-end internal and external Post-Campaign Analysis (PCA) lifecycle; audited and consolidated fragmented reporting from partner agencies into unified, high-fidelity strategic files to track multi-channel profitability and brand-evolution impact.
• External Partner Alignment: Managed cross-organizational reporting timelines for third-party agencies, providing technical oversight and data formatting to ensure cohesive, client-ready documentation.
• Resource Alignment: Partnered with Department Heads to facilitate data-backed resource alignment, ensuring balanced workloads and operational efficiency across marketing and design teams.

Client & Stakeholder Strategic Reporting

• Structured Status Intelligence: Delivered high-level project status reports and structured updates to clients and leadership.
• Scope & Risk Monitoring: Monitored and flagged scope changes or client concerns, using historical data to provide logic-backed adjustments for future growth

• Conducted root-cause analysis on operational inefficiencies and proposed scalable solutions, resulting in improved SLA compliance and faster response times across application support services.
• Developed customized JIRA dashboards and reporting structures in Power BI to monitor team performance, resource utilization, and ticket resolution times.
• Authored and maintained over 20 detailed SOPs, ensuring consistency across service delivery teams and simplifying onboarding for new analysts.
• Partnered with global stakeholders across product, QA, and engineering teams to coordinate project timelines and optimize operational workflows.

• Managed end-to-end workflow for daily ticket assignments, prioritizing workload across international support teams and ensuring timely escalation of high-impact issues.
• Facilitated daily standups with management to assess workload capacity, distribute assignments efficiently, and flag critical blockers.
• Designed and managed custom JIRA dashboards to provide leadership with actionable performance metrics, driving informed strategic decisions.
• Supported the onboarding and training of 15+ new hires by maintaining updated training manuals, SOPs, and live coaching sessions.

• Implemented a standardized version control and digital file management system for learning materials, reducing duplication errors and improving content accessibility.
• Coordinated with curriculum developers and departmental heads to align project schedules, content formatting, and final delivery timelines.
• Created project tracking templates and reporting tools that improved visibility into delivery timelines and resource allocation.

• Conducted daily compliance audits on sales calls and registration records, ensuring accurate capture of personal and financial data and adherence to legal agreements.

• Handled over 50 student inquiries daily, maintained financial records, resolved payment disputes, and collaborated with internal departments to support the full student lifecycle.