Lead Utilities team, delivering the Client Dashboard experience and several core components critical to the overall Client Experience. Represented the Digital Marketing and Client experience as part of major strategic initiatives central to business growth.• Provided extensive leadership and guidance for the High Net Worth customer segment, solutioning and delivering MVP account grouping functionality ahead of schedule and under budget• Oversaw end-to-end delivery of the first co-branded Ameriprise Secure Site experience both under budget and on schedule, while ensuring the experience was defect free at launch• Business owner for the relationship with LaunchDarkly, designing process and procedures for the use of feature-flagging at Ameriprise, growing the platform usage over 100% in under one year• Doubled front-end engineering velocity through strategic management of people and process as part of Agile maturity

Lead enablement efforts on behalf of Product Management around the Calabrio One Platform and Integrations, as well as the Analytics product offering. Partner with Professional Services to oversee knowledge program and transfer for new features, products, and lifecycle. Participated in security audit and tracking programs.• Lead implementation of product suite integration matrix to track available third party integrations to Calabrio One for Sales, Product, Professional Services, and Support Use• Defined product offering and available integrations for FedRAMP certification• Designed new knowledge management program and process for Support and Professional Services • Lead multiple customer interviews to define requirements for Identity and Access Management into the product backlog, leading to creation of User Stories

•Lead delivery of internal IT services and development•Lead Service Desk and Order Management for Managed Service Clients•Launched Knowledge Management System and deployed to all core business teams•Reduced Microsoft spend by 30% annually•Oversaw development, testing, and deployment of Dynamics CRM's UCI interface, delivering 3 months ahead of schedule•Provided project oversight and strategic decision making around implementation of EDI intake, reducing human keyed data by over 50%

•Direct Manager of delivery of services: Mobile Support, Wireline Ordering, Telecom Service Management, Invoice Intake, and Wireline Financial Management. •Program manager for the Renodis Client Portal•Lead On-boarding efforts •Engaging in elite customer service: responsive interfacing, problem assessment and prompt determination of corrective actions with comprehensive follow-up. Ensure customer satisfaction. •Analyze and forecast staffing changes based on new client intakes. •Develop and facilitate needed training and team needs for delivery teams

•Spearhead use of Articulate Storyling and Turning Technologies ResponseCards to supplement traditional learning. •Hired, trained and managed global team of Call Center Trainers and Knowledge Engineers. •Developed and facilitated training on OS10 Mac for 400 support staff. •Designed and implemented quality monitoring program resulting in 95% customer satisfaction.•Refined support model documentation for all IT teams, implemented system across the organization.

•Piloted and implemented use of Articulate for Customer Service and Technical Support training. •Created and facilitated training for IPS Customer Support, Technical Support and Order Processing. •Lead Quality Monitoring consultant. Built and maintained Stacks-online database of leading practice examples for representatives, coaches, and supervisors to refer to. •Designed and lead training for new staff for a three tier customer support program, internationally and domestically.