NKDO is the premier living kidney donor advocacy organization in the country.As a Living Kidney Donor Mentor, I speak to potential kidney donors and guide them throughout the process for donation, but never dispense medical advice. I can only speak of experiences I had or of those I've heard from other living donors, always referring back to medical professionals for specific answers as it relates to their question.We work with NKR (National Kidney Registry) and Transplant Centers (Hospitals) to streamline the process for kidney donation.About half of the potential donors I work with have someone specific they know who is currently in need of a kidney and the others do not have a specific recipient in mind. They are all HEROES, and I'm proud to speak to each and every one!

Reduced project costs by $2.6 million by re-engineering global project implementation workflows in ServiceNow with silo groups of engineers to be used for metrics to measure performance.• Global Operations Integration Project; Combined Operations teams from 2 divisions, then separated by Logical or Physical work. Physical tasks executed by a smaller team onsite and logical tasks executed by a global team of engineers to reduce the workforce and save about $500,000 annually.• Created Project Implementation Workflow Templates in ServiceNow to save time, money and utilize more efficient, repeatable processes. Lead teams of Project Managers, Engineers and Product Managers.

Owner of the end-to-end client experience. Accountable for client satisfaction. Ensured contract terms met and tried to exceed client expectations. Managed a group of clients ranging from $1K – $1.5M/month for a total of $6M/month in revenue.• Churn Management: Identified areas of risk and took action to prevent customer churn; Organized revenue planning for each client; prepared various reports on churn and presented to management.• Service: Ensured that all issues were responded to immediately and that they were resolved within the guidelines; Managed chronic issues to resolution; Primary escalation point, 24/7.• Sales/Renewals: Participated in securing renewals for expiring contracts; Collaborated with sales in preparation and execution of renewal strategy and associated tasks; Identified sales opportunities in client accounts to ensure continued revenue growth and presented product portfolio to clients for growth opportunity.• Account Planning: Provided a comprehensive assessment of each account in administration, service, value, relationship, sales and churn management to be reviewed with Management quarterly.• Contract Management: Ensured conformity to the contract; identified incidents where contractual Service Level Agreements (SLAs) were missed and took necessary actions.

Responsible for customer satisfaction for contracted services as the liaison between technical teams in both organizations. Coordinated upgrades with client and sales team. First point of client escalation 24/7.

Planned and executed 20 nationwide customer events annually. Customers included all lines of business.• Implemented/Conducted Monthly Customer Board Meetings with sales (lead & plan - catering, documents, agendas, and minutes) to plan general quarterly meeting agendas for customers.• Select and contract with speakers that align with company’s messages and customer requests by interfacing with sales, product management and Customer Board of Directors.• Create event documents and review presentations to ensure no competitive material included.• Create, distribute and manage invitations/RSVPs and coordinate with the site for day of necessities.• Direct and lead all Customer User Group meetings/events, including working with/hosting all presenters.• Analyze meeting evaluations and implement appropriate changes.

Promoted from North American Customer Service Manager (started in May 2000 – Comdisco) Multitask at high level: Project Manager, Corporate Trainer/Developer, and Event Planner.• Managed/Implemented all Customer Service Transition Projects to merge 2 separate organizations.• Project Manager for Corporate Customer Relationship Management Training: developed curriculum, created course materials, taught/lead/facilitated classes nationally.• Supervised a group of Service Excellence Program Managers who provided customer service programs, leadership, processes and mentoring to the 1500 staff members nationwide.• Planned and executed 4 Customer Events annually; managed 12 events executed by my team.• Maintained the Customer Recovery Services Portal and Online User’s Guide for content and enhancements.• Created and delivered new customer orientations via WebEx.• Interacted with senior management to gather ideas for improving services and methodologies.• Implemented standards across North America for documentation, presentations, forms and performed Quarterly Continuous Quality Improvement Facility site visits (east coast).• Facilitated Network Line Managers monthly project meetings.• Composed high-focus, high-level Service Level Agreements.• Coordinated with other service delivery organizations internally by establishing processes for support of joint customers to present unified look and feel to a customer across multiple locations.

Promoted: Account Support Representative, Senior Account Representative, and Group Leader.Spearheaded the relationship management of 150+ customers including Fortune 50 companies in finance, pharmaceuticals, manufacturing, utilities, technical service outsourcing, large supermarkets and other food and beverage companies that billed a minimum of $250K/month, each. • Managed the “Testing Life Cycle” for each customer; prepared test plans for the customer and internal technical staff to configure hot site, conduct pre- and post-test conference calls, supported customers during their test exercises, composed post test letters including responses to all issues, coordinated with production staff for hybrid customers, interacted with sales team to communicate customer requirements necessary for contract negotiations.• Hosted pre-sale visits & tours of the entire recovery facility to assist sales close deals and client technical meetings and new customer orientations to onboard customers to get them comfortable and feel welcomed.

MANAGER, VAX TECH SUPPORT/ORACLE DATABASE SYSTEMS • Responsible for maintaining 29 networked VAX/Alpha machines nationwide, which supported 1200 users for Office Automation and Database applications • Managed a staff of 3 System Managers and 3 Oracle Database Administrators• Managed all customer support both internal and external

SYSTEMS MANAGER• Responsible for all software/hardware for HMC's VAXes including tuning, upgrades, installation, evaluation and user support • Managed HMC's $2m computer budget• Negotiated and contracted with vendors to provide insurance for technical equipment, hardware maintenance, software maintenance, and UNIX training • Back-up the DBA for ORACLE database

SUPERVISOR, VAX SYSTEMS SUPPORT • Promoted from Technical Representative; responsible for staff training, client support and 18 branch office systems support • Coordinated all software upgrades and installations of VMS, ORACLE, and PROJECT/2, as well as hardware installations and testing for clients • Developed, customized and delivered courses on the VMS operating system for customers • Assist sales force through sales cycle and prepare complete systems for sales demonstrations