Providing Program and Project Management, Data Analytics, Customer Success, and Administrative Support for public and private sector clients.

RESULTS: Closed $2.1M in additional business and renewals in 2023, maintained project health, negotiated change orders, new SOWs, renewals, and MSAs, and rehabilitated at-risk accounts.CLIENT SUCCESS: Oversaw and nurtured 15-20 mid-market and large enterprise clients deploying Adobe (AEM) solutions, serving as a trusted advisor and primary point of contact for key stakeholders and sponsors to drive value, client satisfaction, and retention. Facilitated discussions to understand and address client needs, ensuring alignment of business objectives.CROSS-FUNCTIONAL LEADERSHIP: Collaborated with project managers and delivery teams across functional boundaries to ensure comprehensive alignment with client business needs and requirements. Facilitated effective communication channels and coordination efforts. Proactively addressed potential issues, ensuring solutions were tailored to meet client expectations.COMMUNICATIONS: Served as the primary point of escalation for both clients and delivery teams, skillfully managing challenging conversations and conflicts with diplomacy and tact. Used problem-solving skills to address and resolve issues promptly, ensuring minimal disruption to service delivery.SALES STRATEGY: Aligned Hoodoo offerings with client needs and consistently reinforced the Hoodoo value proposition. Built trust and maintained strong relationships through authentic and transparent communication and a commitment to achieving client-centric solutions.INTERNAL COLLABORATION: Partnered with Sales and Solutions teams to streamline client hand off processes, ensuring a seamless transition and integration. Fostered ongoing communication and collaboration between teams to continually refine approaches based on client feedback and evolving market trends.CONTRACT ADMINISTRATION: Managed the creation, negotiation, and execution of commercial agreements, including Statements of Work (SOWs), change orders, and Master Service Agreements (MSAs).

RESULTS: Received a consistent 4.5/5 average customer satisfaction score, expanded footprint by onboarding new bureau, worked with Product teams to realize new functionality based on client feedback, successfully implemented new reporting feature across client base.CLIENT SUCCESS: Oversaw a portfolio of Federal agency clients (partners) using GrantSolutions software, processing over $800M in grant awards annually. Acted as a trusted advisor to clients, encouraging adoption of new features. Provided expert guidance and tailored recommendations, demonstrating the benefits and potential impact of new functionalities on their business processes. Fostered consultative relationships with clients, ensuring ongoing engagement and building receptiveness to future innovations. Held a Public Trust clearance.PEOPLE MANAGEMENT: Led a remote team of geographically dispersed Business Analysts providing white glove support, cultivating an exceptional user experience. Implemented best practices in remote team management to ensure high productivity and cohesive team dynamics despite geographical differences.PERSONNEL ONBOARDING: Facilitated onboarding efforts, working with team to ensure smooth onboarding and training delivery. Refined onboarding process to align with organizational goals and new hire expectations, enhancing the initial workplace experience.PRODUCT ROADMAPPING: Acted as an advocate for client feature requests, embodying the voice of the customer. Coordinated closely with product development teams to communicate client needs and prioritize feature integrations based on strategic value and client impact.NEEDS ASSESSMENT: Gathered client requirements to ensure a deep understanding of their needs and enable tailored solutions. Coordinated User Acceptance Testing (UAT) to validate that developed features met client specifications. Conducted comprehensive product demonstrations to showcase the functionality and benefits of new features.

RESULTS: Completed 71 credits in 18 months, graduating summa cum laude (GPA 4.0/4.0) with a Bachelor's of Science in Business Administration, a minor in Cybersecurity, and an undergraduate certificate in Project Management.

RESULTS: Built a new department from scratch, growing to 4 FTEs. Implemented a metrics-driven approach that encompassed daily and weekly KPIs, enabling strategic decision-making by leadership. Improved specimen acquisition time by 37%, resulting in an improved client experience and faster time-to-invoice.CUSTOMER SUCCESS TEAM LEADERSHIP: Established the customer service and success function from the ground up, creating a robust infrastructure for the department, including writing detailed job descriptions to attract qualified candidates, designing comprehensive training programs to equip staff with necessary skills, and crafting clear policies and Standard Operating Procedures (SOPs) to maintain consistent service quality.METRICS/KEY PERFORMANCE INDICATORS: Created metrics-driven goals to encourage high performance and accountability. Defined clear, quantifiable objectives that aligned with customer service goals. Fostered a culture of continuous improvement by reviewing performance metrics with the team and refining strategies to meet and exceed established targets.TEAM CULTURE: Set the tone and culture for the department, emphasizing a healthy team dynamic and fostering authentic cross-functional partnerships. Prioritized open communication, mutual respect, and collaboration as foundational elements of the department's ethos.

RESULTS: Reduced customer complaints by 15% and improved client retention by 10%. Led a cross-functional team to reduce time-to-invoice by 25%. Reduced employee turnover by 5%. Upskilled existing team, growing the department from 6 FTEs to 14. Created a variety of roles within the team, to allow for meaningful career development for Project Managers and succession planning.TEAM LEADERSHIP: Managed commercial Client Services team for the BioServices business unit. Mentored teams in the best practices of customer service and communication, with a strong emphasis on proactive outreach and ownership. Guided team members on how to engage with customers effectively, ensuring that interactions were not only responsive but also anticipatory of customer needs. CUSTOMER SUCCESS: Conducted proactive outreach with clients to identify and address at-risk projects. Used interventions to turn around at-risk projects, ensuring client satisfaction and project success.INTERNAL COLLABORATION: Partnered closely with internal stakeholders to collaboratively resolve client issues, including addressing invoicing concerns and working on contract renewals.BUSINESS PROCESS IMPROVEMENT: Enhanced operational efficiencies through the improvement of automation processes, fostering a more streamlined and effective service delivery system.