• Work directly with executive team to establish and track annual strategic goals • Provide strategic direction to 5 delivery teams, ~85 team members• Maintain a team culture that rewards high-performance with focus on improvement, accountability, and value add while ensuring long-term Zoot appropriate work/life balance• Determine & manage staffing requirements to meet internal and external client pipeline needs while optimizing team utilization• Established levels within our development role resulting in greater job satisfaction and clearer path for advancement

• Led a cross functional team of 15-20 team members responsible for leveraging Zoot’s proprietary software to implement solutions for some of the top 10 US financial and retail clients• Adjusted team structure and worked with sales and client to establish a new, and highly profitable engagement model with our largest client while improving customer satisfaction• Established a culture of trust and comradery across my team resulting in improved collaboration and productivity• Aligned team with company goals and strategy resulting in improved client profitability and increased team billable utilization year over year • Established strong working relationships with off team resources making it easier to overcome obstacles for my team and clients

• Managed budget, scope and timeline on assigned project for one of the largest financial institutions in the US• Communicated project status and risks to superiors in a timely and accurate fashion participated in and lead client and internal team meetings to review work status, prioritize future work to achieve project milestones • Mitigated project risk and implemented contingency plan as needed • Managed client expectations with team members while maintaining good work/life balance

• Reviewed and helped create project requirements, goals and success criteria through all stages of project• Worked with cross-functional teams to ensure client received all supporting documentation showing how their solution functioned• Ensured the client had a clear understanding and proper training to fully utilize and be successful with their solution• Conducted in-person and remote client training • Maintained a roadmap of all project statuses for assigned accounts• Reviewed final user acceptance test (UAT) results with client and internal teams to determine solution readiness prior to launch• Worked with client and team members to develop solution launch plan• Assisted with account and project risk mitigation• Worked with clients to establish long-term support plan • Conducted post project reviews to gather internal and client feedback, then utilized feedback to implement changes to drive improvements

• Managed portfolio of corporate and enterprise level clients • Maintained knowledge about client’s business, competitors and market trends • Identified and presented potential new solutions to assigned clients• Provided strategic and operational direction in the development and execution of client’s strategic plans through marketing and technology offerings• Worked with strategic partners to present solutions ensuring client’s needs were met while identifying new opportunities • Communicated consistently and proactively with our team of technical specialists to ensure client needs were being met• Represented “voice of customer” on cross-functional teams• Provided conflict/resolution support• Prepared formal contracts, proposals, quotations and statements of work (SOWS)

• Develop and implement customer experience strategies, policies and procedures• Developed and implemented customer experience strategies and procedures• Conducted ongoing customer experience audits to ensure customer experience standards were met in all facets of our business• Developed and implemented a “voice of the customer” strategy, ensuring effective feedback mechanisms were in place to support continuous improvement • Implemented customer feedback mechanisms including Net Promoter Score (NPS) measurement model • Provided leadership in the implementation of customer experience initiatives resulting in the creation of Sundog advocates• Championed the development of customer experience solutions, systems and processes resulting in company growth and the reduction of ongoing operating costs• Assisted with the design and implementation of a project management solution built on the Salesforce platform resulting in streamlined processes and increased customer satisfaction• Assisted in the creation of a resource planning and allocation model resulting in higher percentage of resource utilization and improved resource forecasting

• Managed team of four project managers and three web developers while being the primary project manager for our largest account• Managed projects leveraging the Agile project management methodology• Led daily stand-ups and weekly iteration meetings with client• Defined project scope and objectives with the client and internal team members • Identified key deliverables, created estimates, timelines, and assigned project responsibilities • Functioned as the primary liaison between clients and cross-functional teams• Provided cost estimates • Ensured risks were exposed, understood, and mitigated • Managed multiple projects simultaneously • Tracked and reported on project progress utilizing MS Project• Provided detailed status reports to client and internal resources

• Managed all incoming support and enhancement requests • Made small code changes as needed• Managed one technical resource

• Squad leader• Supply Specialist working in Battalion S4• Reached the rank of Sergeant, E-5• Honorable discharge