Strengths Maximizer / Positivity / Self-Assurance / Arranger / Includer

• Key relationship manager for top tier accounts with a book of business over $7M• Create, approve and deliver renewal management packages, achieving monthly and quarterly revenue goals• Establish productive, professional relationships with C-level executives and key personnel • Develop and implementing Customer Success department within SaaS organization• Collaborator between all teams in organization • Project manage new and existing implementations• Strategic thinking/innovative in identifying new opportunities for existing and prospective customers for continued retention and growth of accounts• Analyze application and recommend improvements for the application and processes• SME (Subject Matter Expert) for customers and staffDirector of Customer Success - Created, implemented and trained customers on application

Vice Chair of the Administrative Committee, member of the AIS Board, and an alternate on the Board of Adjustments.

Director of Technology & Operations, Glacier Hills Credit Union, West Bend, WI, Jan 2015 – Jan 2020Operations Manager, Glacier Hills Credit Union, West Bend, WI, Sept 2009 – Jan 2014Member Services Manager, Glacier Hills Credit Union, West Bend, WI , Oct 2005 – Sept 2009• Oversee all responsibilities for Information Technology, including successful state exam, as well as Facilities• Create and maintain annual budgets to implement cost savings• Member of leadership team for over 14 years• Implement new technology, to substantially improve productivity while reducing staff and operational costs in numerous departments• Draft and review credit union Information Technology (IT)/Information Security (IS)/Facilities/Security policies, procedures and contracts• Collaborate with management team and make recommended improvements through statistical findings and strategic planning• Manage IT and facilities related projects, small and large scope• Administer vendor management program, to include creating RFP's, review and revise contracts• Provide credit union staff training on a regular basis• Present projects and capital expenditures to achieve Board level approval• Recruit/interview candidates, develop “on-boarding” process and train new hires• Maintain collaborative relationships with other credit unions and local business leaders• Project management, training and continued support of various projects, to include electronic documentation system, telephony system, network services, and core systems• Train and motivate Member Service staff, in needs-based sales for increased member retention and satisfaction• Mentor staff, assisting them to achieve promotions within the credit union• Assumed and managed all responsibilities for Member Services Team, Operations, and Human Resources• Led staff of 1 to 25 individuals at the credit union• Developed and implemented monthly goal and review system to improve staff performance

Project Manager, Fiserv, Brookfield, WI, Jan 2014 – April 2014Senior Training Specialist, Fiserv, Inc., Brookfield, WI, Feb. 2001 – October 2005• Coordinated business projects, to include conversions, acquisitions, and migrations• Conducted sales presentations• Developed and implemented multiple training programs• Created cost-effective alternatives to in-person training and customer support• Resolved complex program issues leading to achieve a higher level of customer satisfaction• Maintain continuous communication among staff regarding all projects• Resolved complex program issues leading to customer satisfaction