Q1 2024, lead operational change management updating processes to better optimize the client experience resulting in quicker time to value elevating the overall client experience.Q1 2024, conducted interviews with SMEs, mapped out end-to-end processes, and standardized internal procedures. Q2 2024, authored and published Standard Operating Procedures (SOPs) for process and technical steps, ensuring consistent, high quality service delivery. Created comprehensive process documentation to support effective implementation and governance of new workflows.To date, achieved a 540% increase in annual onboarding implementations in 2024, scaling from 50 (2023) to 320 (so far 2024) through strategic process optimizations, internal collaboration enhancements, and resource management.Utilizing financial securities software, customer support ticketing systems, and CRM tools to manage client data, enabling efficient tracking, accurate reporting, resulting in optimal customer experience.Act as a liaison between private company leaders, board members, wealth advisors, compliance, legal, and operations teams, ensuring smooth coordination of service updates, portfolio reviews, and performance communications.Manage the client onboarding process, ensuring timely completion of intake requirement gathering, data conversion, account setup, and training, all while maintaining full regulatory compliance.

Accomplished leader with a proven track record in managing seamless onboarding experiences for global companies in the private market and legal sectors. Expertise in securities management, equity compensation, and cap table administration through Shareworks software. Recognized for transforming customer satisfaction from <20% to 90% by implementing streamlined processes and eliminating internal friction. Experienced in leading cross-functional teams, managing complex implementations, and driving continuous improvement initiatives. Award-winning for client-centric strategies and adept in leveraging technology to enhance operational efficiency and customer success metrics.Key Skills:-Onboarding & Implementation Management-Data conversion-Process Improvement & Change Management-Project Leadership & Team Management-Customer Success & Relationship Management-Compliance & Risk Management-Analytics & Needs Assessment-Salesforce & SaaS Platforms Expertise-Strong Communication & Coaching AbilitiesAchievements:-Led onboarding of 85+ companies with varied service levels, ensuring compliance with regulatory requirements (MS, SEC, FINRA).-Managed a team of 5 specialists and triaged clients from 8 sales representatives, utilizing Jira and Salesforce for project tracking and KPI management.-Enhanced customer satisfaction to 90% through new implementation processes, earning PwC approval for operational excellence.-Received the Morgan Stanley at Work Award for Excellence in Service 2022, credited for scalable process improvements and exceptional client outcomes.

I started my journey at Morgan Stanley through Capshare in March 2018. Capshare was later acquired by Solium Capital LLC in 2019, and subsequently, Morgan Stanley acquired Solium Capital in 2020. Throughout my tenure with Capshare and Solium Capital, my primary responsibilities centered around client onboarding to our SaaS platform and ensuring compliance with legal requirements such as 409A forms.I played a crucial role in enhancing customer satisfaction and engagement by collaborating with internal teams and guiding new external clients through a client-focused onboarding process. My efforts included applying change management techniques to identify opportunities for efficiency improvements, ultimately contributing to significant time and cost savings for the business.

Demonstrated exceptional managerial skills within the drug and alcohol testing industry, leading a team of 5 in onboarding new companies to WorkforceQA's proprietary SaaS platform. Each implementation included nationwide clinic setups for pre-hire drug testing and background checks.Key Achievements:-Established Implementation KPI metrics and optimized processes, resulting in a customer satisfaction increase from 33% to 82% over three months. Streamlined processes enabled quicker value realization for customers.-Acted as the primary point of contact for client onboarding, managing account questionnaires, legal documents, and data templates to set up client accounts efficiently.-Oversaw company background checking processes and reporting through third-party collaborations.-Orchestrated the setup of nationwide health clinics for random and pre-employment drug and alcohol testing.-Improved customer satisfaction by 55% by reducing the time companies waited for implementation.-Engineered a transition from antiquated, time-consuming processes to an efficient, paperless RFP/contract process, significantly cutting time and costs.-Supervised compliance procedures, including chain of custody forms, and served as subject matter expert for the medical review office.Skills:-Technical Writing-Communication-Needs Assessment-Process Improvement-Customer Engagement-Change Management-Project Management-Leadership-Relationship Development-Risk Management-LEAN Six Sigma

As a business leader in change management and process improvement, I have excelled in advocating for internal customers and driving organizational transformation. Key highlights of my experience include:-Led initiatives to define vision documents and gather business requirements through stakeholder meetings and kick-off sessions, ensuring alignment before weekly progress meetings throughout project implementation.-Managed up to four major IT projects concurrently, applying project management best practices to coordinate cross-functional teams and deliver on stakeholder commitments.-Utilized MS Project to meticulously manage project timelines, stakeholder deliverables, and capacity planning, ensuring adherence to milestones despite shifting deadlines.-Proficient in documenting current state processes using Visio, identifying inefficiencies, bottlenecks, and opportunities for cost/time savings, and obtaining necessary approvals.-Developed future state process flows, gaining stakeholder approval, and effectively communicating changes to teams to initiate new projects.Skills:-Analytics-Needs Assessment-Process Improvement-Change Management-Project Management-Leadership-Relationship Development-User Acceptance Testing-Communication-Validation-Risk Management-LEAN Six Sigma

As an analyst at the JCP Corporate Shared Services Center, I played a pivotal role in performing annual SSC Metrics Benchmarking in collaboration with APQC (American Product and Quality Control). Key highlights of my contributions include:-Utilizing benchmarking data to assist teams in defining KPIs for upcoming quarters, ensuring alignment with organizational goals and industry standards.-Provided daily quality assurance coaching to Customer Service Managers, supporting operations across brick-and-mortar store fronts, facilities management, supplier control, and procurement.-Identified opportunities for time and cost savings, regularly presenting ideas and assisting in project implementation to drive operational efficiencies.-Led change management initiatives, serving as a process builder and internal customer advocate, facilitating smooth transitions and fostering a culture of continuous improvement.Skills:-Analytics-Needs Assessment-Process Improvement-Change Management-Project Management-Leadership-Relationship Development-Communication-Coaching

During my tenure as a major stakeholder at Chisco, a thriving family-owned company specializing in outdoor sports accessories, I played a pivotal role in its success over 11 years. My responsibilities included planning and overseeing company events, strategically managing staffing for both wholesale and manufacturing operations within the USA market. Additionally, I actively contributed to sales efforts at national wholesale market trade shows, further bolstering Chisco's market presence and growth.In 2011, Chisco was acquired by Chums, Inc., a move that marked a strategic evolution for the company within the outdoor sports industry.