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Skills

  • Operational improvement
  • Customer success metrics optimization
  • Supervision
  • Project organization
  • Process automation
  • KPI design and dashboard development
  • Organization
  • Communications
  • Customer Lifetime Value (CLV) Analysis
  • First Aid/CPR

Work Experiences

  • Investigated and conducted research in stakeholder engagement, risk assessment, and performance reporting.
  • Achieved growth across Columbus in less than 16 months.
  • Achieved a 47% increase in cross-functional team productivity.
  • Analyzed service delivery metrics and restructured standard operating procedures, reducing service resolution times by 4%.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved $3 savings in overhead expenses.
  • Achieved client renewals valued at over $8 annually.
  • Assumed control of underperforming client accounts, developing a proactive engagement model that reduced escalations by 25% and improved client sentiment.
  • Restructured procedures in order to create and execute projects in collaboration with Principal Professional Services Consultant.
  • Assumed control of underperforming client accounts.

Summaries

  • Top-notch administrator with a well-organized and financially savvy approach.
  • Collaborated with C-suite leaders.
  • Principal Professional Services Consultant is a multi-talented Principal Professional Services Consultant who is consistently rewarded for planning and operational improvements.
  • Conducted executive-level ROI analyses.
  • Contributed to company-wide recognitions.
  • Client-centered professional with a laser focus on increasing NPS scores and retention rates, driving 26% growth in market share.
  • Aligned project goals with long-term client objectives.
  • Adept at securing long-term contract renewals.
  • Achieved 51% better alignment with customer success goals.
  • Accomplished in implementing cloud-based service solutions, achieving 38% reductions in delivery costs and enhancing deployment speed for enterprise clients.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Forged key strategic partnerships, expanding market reach across the Midwest and increasing revenue streams by $16 annually.
  • Revamped support operations for enterprise clients, cutting escalation response times by 16 hours and improving SLAs.
  • Established a robust incident response process, reducing downtime by 33% and enhancing overall service reliability.
  • Launched a strategic partnership program that grew annual recurring revenue (ARR) by 53% within 15 months.
  • Helmed a cross-functional team to develop scalable, regulatory-compliant solutions, strengthening client adherence to method.
  • Streamlined a portfolio of service offerings by automating workflows, decreasing time-to-market on critical projects by 10 weeks.
  • Piloted an initiative to shift professional services towards SaaS-based offerings, contributing to a $6 savings in costs across the Southeast.
  • Led a team of 15 consultants in delivering post-merger integration services, saving $16 annually through resource optimization.
  • Documented and resolved system which led to process.

Affiliations

  • Technology Services Industry Association (TSIA)
  • Association for Supply Chain Management (APICS)
  • International Association of Software Architects (IASA)
  • Society for Human Resource Management (SHRM) - Strategic Workforce Planning Certified
  • Certified Information Technology Professional (CITP) by AICPA
  • International Risk Management Institute (IRMI)
  • Association for the Advancement of Artificial Intelligence (AAAI)
  • IT Service Management Forum (itSMF)
  • Certified Information Systems Security Professional (CISSP) Credential Association
  • International Council of Nurses

Certifications

  • Cloud Security Alliance Certificate of Cloud Security Knowledge (CCSK) - 2019
  • Certified Project Portfolio Management Professional (PfMP) - 2022 from PMI
  • Lean Six Sigma Black Belt Certification - 2022 from method
  • Certified ITIL Service Manager - 2023 from AXELOS
  • CompTIA A+ Technician
  • Certified Technology Business Management Executive (CTBME) - 2018 from TBM Council
  • Certificate in Digital Transformation Leadership - 2018 from MIT Sloan School of Management
  • ServSafe
  • TOGAF 9.2 Certified - 2020 from The Open Group
  • Microsoft Certified Systems Engineer (MCSE)

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