- Led the design and implementation lifecyle of software solutions for clients in diverse sectors including non profits, government and health care.- Collaborated with stakeholders to gather requirements, ensuring clear communication of project goals and creating detailed user stories to guide development and implementation.- Drove product improvement that aligned with company vision engaging cross-functional teams and stakeholders. - Developed and delivered in-depth training… Show more - Led the design and implementation lifecyle of software solutions for clients in diverse sectors including non profits, government and health care.- Collaborated with stakeholders to gather requirements, ensuring clear communication of project goals and creating detailed user stories to guide development and implementation.- Drove product improvement that aligned with company vision engaging cross-functional teams and stakeholders. - Developed and delivered in-depth training programs (both in-person and virtual) to ensure users were equipped to fully utilize the implemented software- Managed a team of 6 Implementation Leads and Specialists Show less

• Developed and maintained training materials for contact center and nursing staff to support tax preparation assistance and pandemic response programs.• Designed and configured platform to meet program needs for United Way Worldwide & Center for Disease Control, ensuring seamless operations.• Conducted engaging in-person and virtual training sessions to enhance staff development and program effectiveness.

• Developed policies, procedures, and training manuals for 2-1-1 operations at 2-1-1 Northwest Florida (a program of United Way of West Florida).• Managed contact center operations, including staffing and scheduling, to ensure efficient service delivery.• Secured over $600,000 in grant funding, enabling program expansion and development initiatives.• Maintained National Accreditation through AIRS, showcasing commitment to quality service provision.