In my role as Director, Systems and Process, I am a leader within the CSX Business Operations team and play a key role in overall alignment of strategic customer success initiatives with the data and systems in use across the CSX organization and across Infor. I lead the design/build/maintenance of data-driven use-cases in systems, including Gainsight, to meet business requirements that will enable Infor customers to realize maximum value from their investment in Infor products and enable the Infor business to retain and expand those customers. Responsibilities include:· Consulting with leaders across the CSX organization to understand the requirements and strategic priorities, current operational procedures, playbooks, etc and propose strategies to unify and standardize across the organization. Including translating requirements and priorities into a Quarterly roadmap, then maintain the roadmap, sharing & revising via regular roadmap reviews· Improve the CSX team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry.· Manage the intake of new work requests, documentation of requirements, and prioritization of new and existing work.· Lead the configuration and optimization of the CSX tools (including integrations, reports, dashboards, and workflows), manage work assignments to administrators, and deliver releases on time and with quality.· Perform oversight and design review of all Gainsight development - ensuring alignment, optimization, and configured based on best practice. · Collaborate with other departments and their tools on key integration opportunities to create a single source of data truth and efficiency.· Combine insights from data analysts, process analysts, and client experience feedback to drive strategic initiatives to improve the customer journey

In my role, I focus on industry trends/best practices of Customer Success and Retention. I partner with leadership to identify transformation opportunities and connect those with industry trend solutions. I develop business cases for the technology, lead analysis, and designing for the tech and process transformation. I oversee the development & deployment and lead functional leaders and teams through the transformation to achieve improved business performance. Including:Industry Scanning & Best Practice Assessment Research externally to understand evolving technology and process trends and best practices; develop landscape analysis of the applications developing in an area. Advise business leaders to influence their POV on how technology in their functional area will evolve, driving change in their business. Business Opportunity Assessment & Business Case DevelopmentIdentify complex issues in a functional area to identify potential technology-facilitated transformation opportunities. Work with leadership to shape high-priority work, identify the ROI for associated technical work; and identify and articulate sources of customer value from business processes, data & advanced analytics. Road Map Development & Business Analysis Develop the roadmap, based on both technology strategy and business strategy.Identify process needs, gaps, and pain points and correlate process or technical projects for an area, aligned with a strategic roadmap. System Development & DeliveryIdentify system features and functional requirements and generate feedback through internal and (as relevant) external customer consultation. Acts as a trusted partner to the leadership of a functional area, providing trusted advice on both technology and process design to functional leadership. Guides functional leadership & steering committees through technology-driven transformations.

In my role as Principal, CS Operations Business Analyst, I strategically support teams within Customer Success (Customer Success Management, Professional Services, Customer Support, Training, and Technology). I am responsible for deploying process and system improvements and directing teams to achieve desired outcomes using Lean and Six Sigma methodologies. On a day-to-day basis, I support the analysis, planning, design, implementation and evaluation of key processes that help Blackbaud's Customer Success teams achieve Key Performance Indicators, established by Blackbaud Executives. My role provides cross-functional leadership and Lean subject matter expertise for Blackbaud teams to develop and implement optimized processes that ensure improvement in key KPI's: quality, cost, and efficiency. Utilizing and interpreting my in-depth knowledge of Blackbaud and Customer Success allows for process improvements to be objective, streamlined, and automated to ensure the business meets customer's critical needs and requirements.● Core responsibilities include leading, mentoring and teaching business leaders and associates how to utilize Lean methodologies to facilitate continuous process improvement. ○ Facilitate Kaizen events on bottlenecks. ○ Conduct Root Cause Analysis.○ Identify process improvement opportunities through facilitated chairsides and create project plans to streamline processes.● Developed and led the Customer Success Intake Framework in Azure Dev Ops that Improves visibility into teams’ backlog of incoming project requests and bug triage.● Gainsight Application Portfolio Managerresponsible for:○ 2023 Gainsight’s Gamechanger Winner – The Dream Team○ Defining and maintaining Quarterly roadmap, sharing and revising via leading roadmap reviews● Strategic business partner supporting the Customer Retention team, $480M+ 2024 Total Revenue up for Renewal, $244 M+ 2024 Contractual ARR up for renewal, 15,000+ Renewal Events forecasted for 2024.

As one of the senior Team Leads for the Business Support team for Customer Success, I supported our Customer Success teams through their day-to-day operations, as well as supported Customer Success teams strategically through process improvement initiates.● Responsible for driving Operational Excellence within Blackbaud’s Customer Success department by creating, enhancing and leading process changes along with implementing these within the Customer Success Center of Excellence. ● Managed the project backlog, managed individual team tasks and deadlines to complete open projects. ● Retained a high-volume workload within a fast-paced environment. Assisted an average of 100+ internal customers in any given week and always met performance benchmarks in all areas (speed, accuracy, and volume).○ Operational Excellence Recognition – Blackbaud Quality Award, June 2016○ Root Cause Analysis Certified, April 2016

In my first 2 years in Blackbaud’s Customer Success organization, I was an internal operations resource on a newly formed Business Support Team that reported directly to our SVP of Customer Success. This operations team was utilized as an internal resource to streamline incoming customer questions that came from a variety of customer facing channels, to ensure the customer questions were answered efficiently and reported accurately so that we can learn and improve our customer’s experience.● We Invent Possibilities Award, 2015● Business Support Team MVP, 2015● Operational Effectiveness Award, 2015● Employee of the Quarter, 2015● The Operational Excellence Award, 2014

I began my professional career at Blackbaud in the Customer Support department, supporting Blackbaud’s flagship solution, The Raiser’s Edge, through daily interactions with customers while maintaining excellent customer facing communication skills taking incoming calls and working through online chat. Accelerated career growth through Customer Support levels by committing to self-study, mentoring new hires, and bringing leadership skills to my teams, understanding what makes teams successful. Key highlights include:● One of two support analysis hand selected to support a new solution during Early Adoption Program, Luminate Online and The Raisers Edge integration, while maintaining workload for the Raisers Edge customers as well.● Self-studied to learn Luminate Online to better support customers during Early Adopters Program ● Provided expert support and maintained superior communication with Blackbaud’s elite Advantage Priority Support customers, supporting our customers after hours.● Completed Raisers Edge Certification● Awarded multiple MVP nominations from customers for customer service skills.● Maintained and exceeded required monthly statistics for customer support KPIs. ● Achieved Senior Customer Support Analyst status less than a year working in Support.● Learned effective communication skills to boost customer experience and earn customer loyalty. ● Recognized for leadership skills by mentoring new hires to the team.

• Skilled server in award winning AAA Four Diamond restaurant. Achieved success through communication skills while developing unique relationships with customers and coworkers. • Earned recognition as a AAA Four Diamond Award winning server• Awarded Associate of the Quarter honors• Recognized multiple times as top server in sales competitions

• High volume fast paced restaurant. Learned and worked all positions in the restaurant in order to advance and develop all sills necessary to achieve management positions. • Promoted in just two years to management positions, despite working part-time, to be responsible for purchasing, cost control and scheduling. • Created product specific sales contests in order to boost revenue. Revenue increased 5% during contest period.• Worked nights, weekends, and holidays while attending school full time upon graduation.