Customer Success Team Lead

• May 2022 - Present

Team lead for the Customer Success Managers in our Large/Major segment. Leading strategic relationships with our internal teams, industry partners, and clients.

Customer Success Manager

• Mar 2018 - May 2022

Partner with our clients throughout the lifespan of their subscription to drive value and success by ensuring alignment between their goals and the Pinnacle Series platform. Act as the main point of contact for our clients and assist with things like goalsetting and the platform's rollout. Primary responsibilities revolve around leading and supporting customer implementations of Pinnacle Series, with a focus on driving adoption and usage among enterprise-sized accounts.

Director of IT Operations

• Oct 2015 - Mar 2018

• Manage the capabilities and quality of the IT Operations staff (12) and vendor relationships (100+). • Collaborate on the over $3MM budget for IT operations expenses with managers to meet technology and productivity needs across all areas. • Corporate and business application operations areas managed include agency management, claims administration, customer relationship management, data management, document management, human capital management, medical management, and wellness management systems. • Enable successful client implementation on-boarding processes including data and system integration and report generation. Developed an open enrollment questionnaire and managed the file loading schedule for 25+ clients during the 2018 annual enrollment season, resulting in successful data transfer of client plan changes. • Maintain IT Operations Business Continuity plan. • Recommend, document, and monitor departmental compliance on service management procedures. • Analyzed over 25,000 IT Service tickets annually across all departments to address common issues, resulted in 46% issue reduction in Q4-2017 for operations teams. Customized the IT Service Center tool for improved categorization, utilizing automated triggers that immediately assigned work to users, and resulting in 52% reduction in un-categorized issues. • Receive and process IT expense related invoices for payment. Established a process to reduce touch time by 50% and address missing invoices that were resulting in $300+ late fees each month.

Manager - Global Technology Services

• Mar 2012 - Oct 2015

• Provided leadership, coaching, and general human resources for more than 100 different employees, with an average department size of 30, across 3 US locations• Departments managed include Recruiting and Staffing , Quality and Continuous Improvement, Transition and Transformation, Project Management, Application Packaging and Imaging• Recruited, hired, and trained 50+ new employees• Coordinated and led site-wide recruiting and staffing efforts, including career fairs, internships, new hire training, employee on and off-boarding, youth summer camps, employee retention program, soft skill development, and community relations• Led and facilitated multiple cross-site leadership and training efforts, including “Taking the Stage” for women leaders and “Corporate Character”• Successfully implemented performance management, including a focus on development of low performers and retention of high performers • Collaborated with multiple levels of management to ensure teams are applying defect prevention methodology, achieving business goals, adhering to security and business controls, and delivering services to achieve client requirements and key performance indicators• Used process behavior analysis as a management tool to improve the business• Fostered a 56% year over year improvement in employee attendance that resulted in improved productivity and quality• Active participant in the North America “Change Champion” network to drive stability and enhance the management system

Quality Program Manager

• Jul 2011 - Feb 2012

• Achieved ITIL v3 Foundation Certification• Responsible for site-wide Global Delivery Framework Quality improvement projects including operational reviews, standard metric and reporting enablement and incident, problem and change management compliancy• As PRISM focal for the Dubuque Delivery Center, successfully implemented a new software tool across 38 teams and was recognized for having assisted the first teams in North America be in-use and using the tool as designed• Assisted the Global PRISM project team with defect identification and tool enhancements, opening over 90 issue tickets• Worked with the PRISM Global Program Manager, mapping 10,000+ “unmapped” workgroups for targeted accounts and received the IBM Means Service Award

Quality Analyst

• Jan 2010 - Jun 2011

• Conducted defect prevention and produced weekly metric reports for 4 UNIX and 3 Security Compliance teams• Coordinated the development value stream maps of various processes, including the quality team metric production process • Facilitated the implementation of 42 defect prevention investigations with a total savings of 9.63 FTE (full-time-equivalent)• Team leader for breakout activities at the 2010 and 2011 IBM Excite Youth Summer Camps

Commodity Specialist

• Aug 2009 - Dec 2009

• Selected suppliers and measured their performance. • Coordinated supplier RFQs (request for quote), developed and maintained the approved and preferred supplier list. • Coordinated with multiple sites on the implementation of North America commodity strategies.

Quality Supervisor

• Mar 2008 - Aug 2009

• Managed the Quality Engineers and the Calibration Laboratory and continued the responsibilities of a Quality Engineer• Championed 5 process improvement teams and facilitated a 35.2% reduction in warranty expenses/claims and reduction in the repair turnaround time from 39 to 9 days average. • Completed Role of the Leader training 8/2008• Completed Role Model Leader training 11/2008• Received the Shining Star Award 4/2009

Quality Engineer

• Aug 2006 - Mar 2008

• Maintained the quality system certification (ISO 9001 and 13485), corrective and preventative action process, auditing, lean manufacturing and process improvements, supplier quality improvement, SPC (Statistical Process Control), Process FMEA, and daily customer complaint trending and analysis• Developed a database using Microsoft Access for tracking purchased and manufactured non-conforming materials• Presented Key Business Metrics to division management team on a monthly basis

Communications Director

• Sep 2005 - Aug 2006

• Developed and coordinated communication and marketing tools such as the annual report, quarterly newsletters, monthly fund statement inserts, website copy, and information packets for use with professional advisors, donors, non-profit organizations, and county affiliate foundations • Coordinated a grant writing workshop and gave marketing presentations to several non-profit organizations • Developed and coordinated communication and marketing tools such as the annual report, quarterly newsletters, monthly fund statement inserts, website copy, and information packets for use with professional advisors, donors, non-profit organizations, and county affiliate foundations • Coordinated a grant writing workshop and gave marketing presentations to several non-profit organizations

Process Engineer

• Feb 2004 - Aug 2005

• Continued the responsibilities of the Quality Manager• Maintained compliance with OSHA (Occupational Safety and Health Administration) requirements and conducted required training, coordinated monthly safety meetings and daily safety observations, lean manufacturing and process improvements, and compliance with environmental regulations

Quality Manager

• Apr 1995 - Feb 2004

• Maintained the quality system compliance (ISO 9001), SPC (Statistical Process Control), Process FMEA, corrective and preventative action process, material testing, supplier analysis, employee involvement program, customer complaint trending and analysis, and credit processing• Led the successful installation of a new quality system information software package

Customer Service Representative

• Sep 1992 - Apr 1995

• Continued the responsibilities of cost estimator• Maintained customer information for both local and national sales accounts, generated price quotes, reviewed and processed purchase orders, order entry, and delivery confirmation

Cost Estimator

• Jun 1991 - Sep 1992

• Processed customer RFQs (request for quote) and provided customer service back up. • Led the successful implementation of new cost estimation and pricing software program.

Office Manager

• Jul 1990 - Jun 1991