Multiple Organizations

* Collaborate with leaders to design and implement target operating models, enhancing operational efficiency by up to 30% through data-driven process improvements
* Lead the adoption and integration of third-party SaaS solutions, resulting in streamlined workflows and improved user engagement in financial services and higher education sectors
* Conduct in-depth operational analyses to pinpoint inefficiencies, resulting in the implementation of targeted improvements that enhanced overall service quality and customer experience
* Orchestrate comprehensive change management strategies, ensuring seamless transitions to new technology platforms while maintaining operational continuity and fostering employee engagement
* Design and implement comprehensive KPI framework, enabling data-driven decision-making that improved startup performance by 35% and accelerated time-to-market by 20%
* Conduct thorough 'build versus buy' evaluations for technology stack, assessing scalability, cost-effectiveness, and alignment with goals, leading to informed decision-making for clients
* Spearhead initiatives to incorporate AI capabilities, leveraging predictive analytics to drive decision-making and operational efficiencies

Operational Excellence and Technology Enablement Consultant

Chime

* Lead a team of Senior Product Managers who launch and maintain our SaaS tools utilized by Business Process Outsourcing (BPO) agents. Responsibilities include:
    ** New system implementations and integrations,                              feature enhancements, and strategic roadmap planning with a keen focus on agent and customer experience.
    ** Third-party relationship management, contractual adherence, and contract renewal accountability.
    ** Support companywide Objectives and Key Results, as strategic SaaS subject matter experts.

* Executed robust analysis of System Optimizations mandate and framework. Defined plan to enable the Target Operating Model. Results included:
    ** Increased team velocity by ~200% YoY.
    ** Reduced unplanned production incidents by 25% YoY.
    ** Enabled >$5M unplanned OpEx savings, instituting vendor management best practices.
    ** Increased NPS by enhancing system capabilities.

Head of System Optimizations

Marlette Funding, Provider of Best Egg Personal Loans

* Developed a team of operationally minded Product Managers, Business Analysts, and User Acceptance Testers who exercised subjective matter expertise to drive high value solutions within the third-party tech stack. Results included:
    ** Redefined and increased deployment success metrics by >50% YoY.
    ** Reduced defects and incidents by 20% YoY.
    ** Enabled reduction in AHT by 15% YoY.

* Led a cross-functional team through the business’s transformation from a single product to a multi-product organization.
    ** Launched company’s MVP credit monitoring platform.
    ** Launched company’s MVP credit card.
    ** Redesigned standard operating procedures (SOPs) enabling an ideal agent and customer experience.

* Received Top Performer award for successfully leading #1 priority OKR, “Transition the Organization to a Scalable Target Operating Model”. Sub-programs included:
    ** Redefined outsourcing strategy.
    ** Center of Excellence launch.
    ** Business process and SOP optimization and automation leveraging RPA.
    ** “Build vs. Buy” tech stack evaluation and subsequent system consolidation via migrations.

Director II, Operational Product Management

Comcast

* Led Xfinity Mobile through first successful Apple event participation. Defined the strategy and playbook while effectively executing the plan during the Apple determined launch window. Accountable for: reporting project status, risks, issues, mitigation plans, and deployment timelines to the executive team.
    ** 2017 Comcast Circle of Success nominee.

* Led Xfinity Mobile team through successful MVP launch of NPS. Responsible for: cross-functional alignment, communication, training, and executive reporting.
 
* Accomplished flawless Xfinity Mobile Beta launch, followed by GA in May 2017. Responsibilities included: agent systems and tooling setup and integrations and product catalog configuration.

* Successfully delivered VoIP product enhancements within Business Services, prior to joining Comcast’s New Product Introduction team.

Manager, New Product Introduction

TargetX

* Led Customer Relationship Management (CRM) implementations at universities across the globe.

* Managed internal and external resourcing, supporting on-time, on-budget implementations, while serving as college communications and recruitment industry expert.

* Assisted project team with User Acceptance Testing and all end-user Training, enabling a successful CRM adoption.

* Managed client expectations, reporting RAID and status updates to university steering committees and internal executives.

Salesforce Project Manager Consultant

The University of Toledo

* Developed and executed a playbook defining an omni-channel communication plan in alignment with marketing, public relations, and compliance.

* Established Microsoft Dynamics CRM best practices, resulting in a 15% increase in applications and an 8% increase in college admission.

* Accountable for CRM vendor management and contractual oversight.

* Accountable for marketing, communications, and operations departmental KPIs and SLAs.

* Responsible for identifying opportunities to optimize undergraduate admissions webpages, ultimately increasing the top of the funnel with improved web traffic.

Associate Director of Operations and Communications

Miami University

* Led team through CRM migration. Responsibilities included: vendor due diligence, RFP, and implementation.

* Directed all hiring, training, and day to day oversight of operations and technology staff.
 
* Revised outdated policies and procedures in collaboration with cross functional department heads, creating cohesion and efficiencies.

* Managed enrollment management third-party vendor contracts and relationships.

Associate Director, Enrollment Operations and Technology

Altius Education, Inc

* Led all aspects operations. Responsibilities included: employee hiring and training, managing departmental budgets, creating executive reporting and dashboards leveraging proprietary data.

* Delivered the business case outlining the need for an automated Dialer. Gained executive approval for investment, and led a cross functional team through all phases of implementation.
** First year results exceeded forecasted goals by 10x.

* Designated “Program Lead” for all future third party system implementations, including an organization-wide Salesforce migration.

* Identified business process improvement opportunities which increased student enrollment by 20%.

Manager, Customer Service & Operations

Dynamic leader with extensive experience launching new products to internal and external customers in FinTech, EdTech, and Telecommunications industries. Significant success scaling teams from early stage start-up to matured organizational structures. Innovative problem-solver, excited by complex business challenges. Passionate leader whose enthusiasm inspires teams to deliver at high levels. Life-long learner, obsessed with continuous growth and development.

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