Experience

Baker Hill

• United States
• Banking
• 100 - 200 Employee

• Client Services Director

  • Sep 2015 - Present

  Camel, IN Lead and manage a technical support staff of seven people who are passionate about providing best in class services to a client base of 600+ financial institutions. Collaborate daily with team members in a fast paced team environment to investigate and resolve client cases within contractual SLAs. Launched a proactive Technical Account Management team responsible for providing high touch personalized services to strategic clients by developing and maintaining a deep understanding of… Show more Lead and manage a technical support staff of seven people who are passionate about providing best in class services to a client base of 600+ financial institutions. Collaborate daily with team members in a fast paced team environment to investigate and resolve client cases within contractual SLAs. Launched a proactive Technical Account Management team responsible for providing high touch personalized services to strategic clients by developing and maintaining a deep understanding of clients’ banking processes and product usage. Engage daily with technical support staff, key clients, and other cross functional teams on product related and client retention issues. Interact with product management and development staff in daily stand-ups to review critical case drivers. Communicate regularly with Baker Hill’s sales organization so they are aware of any ongoing or resolved critical issues impacting clients. Conduct daily dialogue with executive management on critical client issues and KPIs. Show less



Experian Decision Analytics

• Italy
• 1 - 100 Employee

• Manager of Technical Support and Customer Training

  • Apr 2010 - Sep 2015

  Carmel, Indiana Trained, coached, and mentored training staff of four people and support staff of ten people while balancing support requests, case escalations, management demands, new product releases, and development of new training offerings. Spearheaded strategic project as Senior Project Manager to upgrade existing client to new software version accounting for $3+ million in recurring annual revenue. Initiated and led internal project to improve online user experience for clients providing… Show more Trained, coached, and mentored training staff of four people and support staff of ten people while balancing support requests, case escalations, management demands, new product releases, and development of new training offerings. Spearheaded strategic project as Senior Project Manager to upgrade existing client to new software version accounting for $3+ million in recurring annual revenue. Initiated and led internal project to improve online user experience for clients providing users access to their own support portal. Implemented process improvements by rolling out formalized support service level agreements and ticket resolution processes that increased same day resolution by 10%. Formalized an automated incident survey system for clients. Worked aggressively with product management to ensure product development efforts addressed defect resolution demanded by clients and the market. Managed upgrade of Experian's Learning Management System and content developer tool from Kaplan to Adobe Captivate and Sumtotal.

• Manager of Baker Hill Education Services

  • Jan 2008 - Mar 2010

  Carmel, Indiana Championed procurement, planning, development, and implementation of eLearning training platform for Experian that resulted in over $400,000 in total revenue. Created training request system to manage and provide visibility across services on trainer availability. Collaborated daily with sales executives, account managers, and project managers to schedule and plan open training requests. Continued to serve as Project Manager for at least 10+ large scale software… Show more Championed procurement, planning, development, and implementation of eLearning training platform for Experian that resulted in over $400,000 in total revenue. Created training request system to manage and provide visibility across services on trainer availability. Collaborated daily with sales executives, account managers, and project managers to schedule and plan open training requests. Continued to serve as Project Manager for at least 10+ large scale software projects.



Baker Hill Corporation

• Software Development
• 1 - 100 Employee

• Senior Project Manager

  • Jan 2000 - Dec 2007

  Carmel, Indiana As top performer on Project Management team, managed 20 to 30 technology projects at any time while helping other junior Project Managers. Project Management Professional (PMP) certified in 2005. Instilled several tools and techniques for delivering on Baker Hill projects still being used today (i.e. client resource matrix). Championed over 100 small and large scale implementations for banks ranging from $100 million to $40 billion in assets.