Work Experience

Lead Software Deployment and Scheduled Services configuration teams, driving improvements in project delivery and customer experience through process optimization and Quality Assurance initiatives.

Oversight of Point-of-Sale EMV Conversion team, managing deployment of key payment processing solutions, aligning technical operations that drive increased velocity to align with strategic business goals.

Provide Program Management and Change Management direction for the successful rollout of new systems and transformational processes, ensuring smooth transitions and adoption across teams.

Drive team scaling initiatives by onboarding new members and redesigning processes to support organizational growth and enhance operational efficiency.

Spearheaded training strategies and collaborated with cross-functional teams to deliver internal training programs for employee development, resulting in enhanced skills and increased engagement across the organization. 

Expertly managed a complex matrix hierarchy of 30+ managers and 400+ employees, facilitating significant growth while optimizing team efficiency.

Successfully formulated and executed operating plans across multiple departments, driving the achievement of key strategic business objectives.

Collaborated cross-functionally to establish a leadership development initiative aligned with growth objectives, resulting in an exceptional 10x expansion in four years and a robust succession pipeline.

Collaborated with cross-organizational leaders to establish and lead a cross-functional Project Health team, analyzing project data to enhance client satisfaction and renewals; adopted organization-wide.

Consistently achieved excellence in project management, serving as a Project Manager or Delivery Lead on numerous support projects for public and private sector clients, including Fortune 500 industry leaders.

Provided expert consultation services to clients, guiding them through the design and implementation of technical solutions, migration from legacy systems, and ensuring post-implementation success.

Led the development and implementation of a culture and growth program to foster employee connection and enhance the organizational culture, driving inclusivity and promoting a sense of belonging. As a result, our center achieved industry-leading retention rates, averaging 93% or greater annually.

Supported talent acquisition strategies, nurturing a high-performing workforce while consistently exceeding retention targets. Proactively assessed future talent needs and designed recruitment initiatives that attracted top industry talent, ensuring sustained growth and organizational success.

Strategically expanded a multi-location administration and project team, responsible for deployments, support, and service to 600+ SaaS clients. This model drove over 80% of the organization’s recurring revenue.

Led cross-functional teams (Support, Commercial, Finance, Legal) to refine and launch a new premium product concept, securing adoption by our largest client and multiple others within the first year.

Forged key relationships with executive stakeholders and clients to champion a strategic project. Standardized software offerings, significantly enhancing client experience and streamlining support and maintenance. Achieved a remarkable 95% current version adherence among SaaS clients, up from 40%.

Facilitated enterprise sales by conducting in-depth client demonstrations and delivering comprehensive functionality presentations of organizational offerings.

Designed and led the implementation of a robust Incident Management policy for MRI SaaS, leading to significantly improved internal response times and heightened client visibility into service status, degradations, and system outages.

Served as the senior point of escalation, adeptly addressing service issues and ensuring seamless operations and rapid issue resolution.

Orchestrated the recruitment and onboarding of a dynamic team, driving revenue growth and elevating customer satisfaction. This strategic approach consistently boosted profitability, earning the team a prestigious FrontRunner award for top performance.

Effectively communicated organizational strategy, translating it into actionable operational plans to propel branch goal attainment.

Led and executed holistic operational and team alignment initiatives encompassing talent acquisition, performance coaching, talent assessment, and customer experience training.

Skillfully addressed complex client issues and concerns, preserving client relationships and enhancing the organization's reputation.

Actively engaged clients in educational discussions, empowering them with financial knowledge and fostering a sense of financial security.

Leveraged comparative performance reporting to pinpoint areas for staff training, performance enhancement, and emerging sales channel trends, resulting in sustained year-over-year revenue growth.

Cultivated and managed strong client relationships, fostering trust and loyalty through exceptional service delivery and personalized financial solutions.

Spearheaded initiatives to bolster Branch revenue growth and enhance customer satisfaction, earning recognition as the "Most Improved Branch" due to outstanding investment sales performance.

Applied expertise from Series 6, 63, 65, and Life and Health Insurance licenses to expertly tackle intricate financial challenges. Delivered optimal financial solutions that exceeded client expectations.

Ensured strict adherence to industry regulations and compliance standards, minimizing risk exposure and maintaining a spotless regulatory track record.

Conducted in-depth market analysis and research to identify emerging trends and opportunities, facilitating data-driven decision-making.

Attained Ace Tier sales performance through the cultivation of enduring client relationships and the provision of expert guidance on their financial challenges.

Utilized Series 6, 63, 65, and Life and Health Insurance licenses to adeptly address intricate financial matters, ensuring clients received optimal financial solutions.

Conducted comprehensive market research and analysis to identify emerging trends and opportunities, informing data-driven decision-making and client strategies.

Demonstrated in-depth knowledge of a wide array of financial products and investment instruments, tailoring solutions to meet clients' specific financial goals.

Collaborated cross-functionally to conceive, implement, and oversee a tailored Small Business Support unit, resulting in an impressive 40% improvement in customer satisfaction surveys within the first year.

Working with department leaders, led a revamp of performance management and talent assessment programs, ensuring alignment with departmental goals and significantly improving accuracy and relevance. 

Attained multiple All-Star Manager annual awards for outstanding leadership across Collections, Consumer Lending, Customer Service, and Fraud and Risk Detection teams. Directly reported to the Regional Director.

Orchestrated and drove transformative projects aligning with organizational objectives, garnering recognition with the prestigious Precept Award for Innovation.

Implemented streamlined processes to boost operational efficiency, resulting in reduced costs and improved customer service.

Fostered seamless collaboration across teams to achieve shared training objectives and exceed customer expectations.