Director of Customer Success

• Jun 2021 - Present

Founder

• Jan 2014 - Present

Fit for Legacy® works with Breadwinners, Business Owners, and Wealth Builders to create strategies that move them from "What If?" to "Who's Next?", so that the vision is FIT for multi-generational impact. Our Coaching and Consulting help you build with the end in mind: a lasting legacy. A legacy that lives beyond your natural life doesn't happen by chance: one must be prepared, proactive, and positioned, that is, Fit for Legacy®. Fit for Legacy® works with Breadwinners, Business Owners, and Wealth Builders to create strategies that move them from "What If?" to "Who's Next?", so that the vision is FIT for multi-generational impact. Our Coaching and Consulting help you build with the end in mind: a lasting legacy. A legacy that lives beyond your natural life doesn't happen by chance: one must be prepared, proactive, and positioned, that is, Fit for Legacy®.

Program Director, (M) Procure Supplier Diversity Exchange

• May 2021 - Dec 2022

Senior Manager, Global Customer Success

• Sep 2019 - Feb 2021

Leader of a 40-person Customer Success team responsible for transforming the service model to proactively support, nurture, and grow customer relationships in Financial Services (Banking) sector. - Grew and mentored a diverse Customer Success Team: 7 New Graduates, 4 Lead CSMs, and 29 CSMs - Selected to lead Centers of Excellence initiative for Global Banking Line of Business - Developed brand new scalable, engagement strategy to demonstrate customer commitment - Led customer… Show more Leader of a 40-person Customer Success team responsible for transforming the service model to proactively support, nurture, and grow customer relationships in Financial Services (Banking) sector. - Grew and mentored a diverse Customer Success Team: 7 New Graduates, 4 Lead CSMs, and 29 CSMs - Selected to lead Centers of Excellence initiative for Global Banking Line of Business - Developed brand new scalable, engagement strategy to demonstrate customer commitment - Led customer retention initiatives and red account “get-well” plans to mitigate churn - Delivered quarterly Customer Success Insights to Sales Account Managers Reduced customer escalations 10% YoY - Led Professional Development Thursdays to build an informed, influential, and collaborative high-performing team - Created Onboarding and Relationship-Building Best Practices to accelerate Customer Experience Transformation - Led migration of Customer Success escalation correspondence from email to Salesforce - Created and trained team on SFDC Dashboards/Reports for Customer Account Health seed data - Applied expertise in FINTECH service delivery, customer success, and technology transformation to drive customer time to value initiatives Show less Leader of a 40-person Customer Success team responsible for transforming the service model to proactively support, nurture, and grow customer relationships in Financial Services (Banking) sector. - Grew and mentored a diverse Customer Success Team: 7 New Graduates, 4 Lead CSMs, and 29 CSMs - Selected to lead Centers of Excellence initiative for Global Banking Line of Business - Developed brand new scalable, engagement strategy to demonstrate customer commitment - Led customer… Show more Leader of a 40-person Customer Success team responsible for transforming the service model to proactively support, nurture, and grow customer relationships in Financial Services (Banking) sector. - Grew and mentored a diverse Customer Success Team: 7 New Graduates, 4 Lead CSMs, and 29 CSMs - Selected to lead Centers of Excellence initiative for Global Banking Line of Business - Developed brand new scalable, engagement strategy to demonstrate customer commitment - Led customer retention initiatives and red account “get-well” plans to mitigate churn - Delivered quarterly Customer Success Insights to Sales Account Managers Reduced customer escalations 10% YoY - Led Professional Development Thursdays to build an informed, influential, and collaborative high-performing team - Created Onboarding and Relationship-Building Best Practices to accelerate Customer Experience Transformation - Led migration of Customer Success escalation correspondence from email to Salesforce - Created and trained team on SFDC Dashboards/Reports for Customer Account Health seed data - Applied expertise in FINTECH service delivery, customer success, and technology transformation to drive customer time to value initiatives Show less

Business and Technology Consulting

• Jan 2001 - Sep 2019

Business Development Project Delivery Marketing Management Training Business Development Project Delivery Marketing Management Training

Senior Delivery Manager

• Jun 2016 - Jun 2017

Served as a transformative and collaborative leader after acquisition with the ultimate goal of reducing inefficiencies, increasing customer satisfaction, and supporting process improvement initiatives. Lead transition of Salesforce Community and ServiceCloud from legacy organization (Authentify) to new, acquired organization (Early Warning). Strategic and Tactical responsibilities: - Own performance of Authentication platforms to ensure SLA is maintained - Subject Matter Expert… Show more Served as a transformative and collaborative leader after acquisition with the ultimate goal of reducing inefficiencies, increasing customer satisfaction, and supporting process improvement initiatives. Lead transition of Salesforce Community and ServiceCloud from legacy organization (Authentify) to new, acquired organization (Early Warning). Strategic and Tactical responsibilities: - Own performance of Authentication platforms to ensure SLA is maintained - Subject Matter Expert (SME) and Change Control lead for Production, Implementation & Support - Oversee platform architecture requirements and recommend changes to ensure adequate performance requirements are met - Execute impact assessments for platform projects to ensure reliability, scalability, and functionality -Develop training materials and documentation for Production Control staff -Establish requirements for new systems and modifications -Recommend defect resolutions that support both customers and long-term business strategy

Director, Customer Implementations and Support

• Jan 2013 - Jun 2016

- Drove the CRM and Support Cloud Strategy at Authentify, Inc. (acquired by Early Warning) -Lead and managed Technical Client Support team, allocating resources to projects and modeling customer support excellence -Administered Salesforce instance for 50+ employees; workflows, custom data lookups, and data validation rules -Managed vendor selection process and vendor relationships to support business strategy alignment and health of partnership -Created and maintained relationships… Show more - Drove the CRM and Support Cloud Strategy at Authentify, Inc. (acquired by Early Warning) -Lead and managed Technical Client Support team, allocating resources to projects and modeling customer support excellence -Administered Salesforce instance for 50+ employees; workflows, custom data lookups, and data validation rules -Managed vendor selection process and vendor relationships to support business strategy alignment and health of partnership -Created and maintained relationships with customers by exceeding SLA expectations with on-demand reports, and by leveraging data analysis to identify improvements to their authentication implementation -Developed new processes and procedures for effective Vendor Management

PROGRAM MANAGER

• Oct 2008 - Sep 2010

Provided contracted IT system support for U.S. Naval Ship Repair Facility and Japan Regional Maintenance Center (SRF-JRMC). Provided contracted IT system support for U.S. Naval Ship Repair Facility and Japan Regional Maintenance Center (SRF-JRMC).

Career Highlights

• Jan 1997 - Sep 2010

- Strengthened company's cash flow by leading knowledge transfer and business process re-engineering of legacy Billing system. This resulted in increased receivables and 75% improvement in audit preparation workflow - Launched Customer Portal resulting in customers getting faster answers and better insight into service performance. Phase One success led to Phase Two approval and a 40% increase in project budget - Migrated legacy extranet system early, resulting in 90% customer… Show more - Strengthened company's cash flow by leading knowledge transfer and business process re-engineering of legacy Billing system. This resulted in increased receivables and 75% improvement in audit preparation workflow - Launched Customer Portal resulting in customers getting faster answers and better insight into service performance. Phase One success led to Phase Two approval and a 40% increase in project budget - Migrated legacy extranet system early, resulting in 90% customer migration to new portal ahead of the project deadline - Successfully diffused over 90% of support escalations, resulting in 60% of escalated customers expressing interest in adding new product lines - Spearheaded a system of Objectives and Key Results (OKRs) for Support Team to stretch team and support stellar performance - #1 requested ETL consultant for clients with homegrown, legacy database systems - Streamlined data silos into intelligent, conforming data marts and data warehouses, resulting in over 50% of clients requesting additional modules Show less - Strengthened company's cash flow by leading knowledge transfer and business process re-engineering of legacy Billing system. This resulted in increased receivables and 75% improvement in audit preparation workflow - Launched Customer Portal resulting in customers getting faster answers and better insight into service performance. Phase One success led to Phase Two approval and a 40% increase in project budget - Migrated legacy extranet system early, resulting in 90% customer… Show more - Strengthened company's cash flow by leading knowledge transfer and business process re-engineering of legacy Billing system. This resulted in increased receivables and 75% improvement in audit preparation workflow - Launched Customer Portal resulting in customers getting faster answers and better insight into service performance. Phase One success led to Phase Two approval and a 40% increase in project budget - Migrated legacy extranet system early, resulting in 90% customer migration to new portal ahead of the project deadline - Successfully diffused over 90% of support escalations, resulting in 60% of escalated customers expressing interest in adding new product lines - Spearheaded a system of Objectives and Key Results (OKRs) for Support Team to stretch team and support stellar performance - #1 requested ETL consultant for clients with homegrown, legacy database systems - Streamlined data silos into intelligent, conforming data marts and data warehouses, resulting in over 50% of clients requesting additional modules Show less

ETL CONSULTANT

• Nov 2004 - Feb 2008

ETL DEVELOPMENT. Design and implementation of ETL processes (Cognos Data Manager/Decision Stream and SQL Server 7.0/2000). Develop and maintain ETL mappings and workflows based on requirements. Create and support ETL development standards. Define and capture meta-data and rules associated with ETL processes. Create dimensional models. Optimize query processes, index schemas and general functions to improve data quality, security, and consistency. DATABASE DESIGN. Design… Show more ETL DEVELOPMENT. Design and implementation of ETL processes (Cognos Data Manager/Decision Stream and SQL Server 7.0/2000). Develop and maintain ETL mappings and workflows based on requirements. Create and support ETL development standards. Define and capture meta-data and rules associated with ETL processes. Create dimensional models. Optimize query processes, index schemas and general functions to improve data quality, security, and consistency. DATABASE DESIGN. Design data mart schemas for customer reporting environments Create customized designs to fit non-standard ERP systems. Create source and target data structures using SQL Server 7.0/2000. Import external data sources into SQL Server tables for future reporting. ADMINISTRATION AND MAINTENANCE. Schedule automatic processes using Windows Scheduler, Cognos, SQL Server Jobs, and a variety of ERP Scheduling Tools. Create rollout plans and maintenance processes for databases to ensure high availability. TECHNICAL DOCUMENTATION. Illustrate database designs in Visio, SmartDraw, etc... Maintain technical documentation relating to ETL processes. Create Turnover documents for use in knowledge transfer/customer future use. KEY ACCOMPLISHMENTS COGNOS ANALYTICAL APPLICATION IMPLEMENTATIONS: Delivered four (4) performance application modules on-time and under-budget, allowing a reallocation of funding surplus to other business projects for the client. Show less ETL DEVELOPMENT. Design and implementation of ETL processes (Cognos Data Manager/Decision Stream and SQL Server 7.0/2000). Develop and maintain ETL mappings and workflows based on requirements. Create and support ETL development standards. Define and capture meta-data and rules associated with ETL processes. Create dimensional models. Optimize query processes, index schemas and general functions to improve data quality, security, and consistency. DATABASE DESIGN. Design… Show more ETL DEVELOPMENT. Design and implementation of ETL processes (Cognos Data Manager/Decision Stream and SQL Server 7.0/2000). Develop and maintain ETL mappings and workflows based on requirements. Create and support ETL development standards. Define and capture meta-data and rules associated with ETL processes. Create dimensional models. Optimize query processes, index schemas and general functions to improve data quality, security, and consistency. DATABASE DESIGN. Design data mart schemas for customer reporting environments Create customized designs to fit non-standard ERP systems. Create source and target data structures using SQL Server 7.0/2000. Import external data sources into SQL Server tables for future reporting. ADMINISTRATION AND MAINTENANCE. Schedule automatic processes using Windows Scheduler, Cognos, SQL Server Jobs, and a variety of ERP Scheduling Tools. Create rollout plans and maintenance processes for databases to ensure high availability. TECHNICAL DOCUMENTATION. Illustrate database designs in Visio, SmartDraw, etc... Maintain technical documentation relating to ETL processes. Create Turnover documents for use in knowledge transfer/customer future use. KEY ACCOMPLISHMENTS COGNOS ANALYTICAL APPLICATION IMPLEMENTATIONS: Delivered four (4) performance application modules on-time and under-budget, allowing a reallocation of funding surplus to other business projects for the client. Show less

BUSINESS INTELLIGENCE/ETL DEVELOPER

• Mar 2002 - Sep 2004

ETL DEVELOPMENT. Design and implementation of ETL processes (Cognos Data Manager/Decision Stream and SQL Server 7.0/2000). Develop and maintain ETL mappings and workflows based on requirements. Create and support ETL development standards. Define and capture meta-data and rules associated with ETL processes. Create dimensional models. Optimize query processes, index schemas and general functions to improve data quality, security, and consistency. Coordinate with… Show more ETL DEVELOPMENT. Design and implementation of ETL processes (Cognos Data Manager/Decision Stream and SQL Server 7.0/2000). Develop and maintain ETL mappings and workflows based on requirements. Create and support ETL development standards. Define and capture meta-data and rules associated with ETL processes. Create dimensional models. Optimize query processes, index schemas and general functions to improve data quality, security, and consistency. Coordinate with business analysts to determine and understand user requirements. Collaborate with project team on work deliverables enforcing source code control and quality standards. DATABASE DESIGN. Design data mart schemas for customer reporting environments Create customized designs to fit non-standard ERP systems. Create and alter tables, stored procedures, and views using SQL Server 7.0/2000. Import external data sources into SQL Server tables for future reporting. ADMINISTRATION AND MAINTENANCE. Schedule automatic processes using Windows Scheduler, Cognos, SQL Server Jobs, and a variety of ERP Scheduling Tools. Document the standard flow of the nightly processes for client and team reference. Create rollout plans and maintenance processes for databases to ensure high availability. CUSTOMER SERVICE. Support internal customers and promptly resolve production problems. Provide 24x7 Support on a rotating weekly schedule. Perform supporting tasks as needed and assigned by the team lead. KEY ACCOMPLISHMENTS COGNOS ANALYTICAL APPLICATION IMPLEMENTATIONS: Converted home-grown data warehouse into several Cognos' Data Marts (2004).

WEB DEVELOPER

• Mar 2001 - Mar 2002

WEB DEVELOPMENT. Create and maintain several data bound web applications that deliver business-related reports to headquarters and factory locations. Develop and Maintain web-based logistics applications including deployment scheduling and factory expenditure tracking web programs. CUSTOMER SERVICE. Support internal customers and promptly resolve production problems. Provide 24x7 Support on a rotating weekly schedule. KEY ACCOMPLISHMENTS Excel to Web: Converted several… Show more WEB DEVELOPMENT. Create and maintain several data bound web applications that deliver business-related reports to headquarters and factory locations. Develop and Maintain web-based logistics applications including deployment scheduling and factory expenditure tracking web programs. CUSTOMER SERVICE. Support internal customers and promptly resolve production problems. Provide 24x7 Support on a rotating weekly schedule. KEY ACCOMPLISHMENTS Excel to Web: Converted several Excel-based decision support systems into web and database supported applications (2002).