- Managed a portfolio of clients as the primary point of contact, ensuring their needs were understood, communicated effectively, and met with high-quality service delivery.- Developed and maintained strong relationships with key stakeholders, including C-suite executives, to foster trust and satisfaction with Silverline's services.- Led a team of service delivery professionals, providing guidance, support, and performance feedback to ensure client expectations were consistently exceeded.- Collaborated cross-functionally with sales, technical teams, and other departments to address client needs, resolve issues, and identify opportunities for growth.- Monitored service performance metrics and conducted regular reviews with clients to assess satisfaction levels, identify areas for improvement, and drive continuous service enhancements.- Created detailed budget plans tailored to each client's specific needs and objectives. Provided forecasting and tracking of expenses to maintain budget adherence throughout projects- Continuously gather client feedback and iterate on the product roadmap to drive continuous improvement and client satisfaction.Key Achievements:* Successfully onboarded and retained a diverse portfolio of clients, achieving an average client satisfaction rating of over 4.5.* Developed and executed strategic account plans that led to an increase in annual recurring revenue from existing clients.* Played a pivotal role in securing contract renewals and upsell opportunities* Received accolades from clients for exceptional service delivery and proactive communication, contributing to Silverline's reputation as a trusted partner in Salesforce managed services.

- Led the development and enhancement of the audit management and tracking product, serving as the primary liaison between stakeholders, development teams, and end-users.- Defined product vision, roadmap, and priorities based on market research, customer feedback, and business objectives, ensuring alignment with company strategy.- Gathered and prioritized product requirements, user stories, and acceptance criteria, maintaining a backlog that reflected stakeholder needs and provided clear direction for development teams.- Acted as a subject matter expert on the audit management and tracking product, providing guidance, training, and support to internal teams, clients, and partners.- Managed stakeholder expectations, communicated project status, risks, and dependencies effectively, and facilitated decision-making to ensure successful product delivery.- Utilized SAFe (Scaled Agile Framework) methodologies to prioritize features, manage dependencies, and align stakeholders in product development, ensuring efficient delivery and customer value realization.- Spearheaded the implementation of a digital platform adoption tool, streamlining user onboarding, training processes, and performance tracking, resulting in increased user engagement and accelerated adoption rates.Key Achievements:* Developed multiple iterations of the audit management and tracking product, delivering key features and enhancements.* Implemented user-centric design principles and usability enhancements that improved product usability and accessibility to drive a decrease in user errors and support tickets.

- Spearheaded the implementation of Marketing Cloud, collaborating closely with the marketing and IT departments to enhance digital engagement strategies and patient communication.- Served as the product owner for the telehealth platform, overseeing its development, deployment, and continuous improvement to meet the evolving needs of patients and providers.- Conducted thorough market research and analysis to identify trends, opportunities, and challenges in the digital health space, informing strategic decisions and product roadmaps.- Facilitated requirement gathering sessions, stakeholder interviews, and workshops to define and prioritize features, functionalities, and system integrations for telehealth and marketing initiatives.- Developed and maintained detailed project documentation, including business requirements, use cases, process flows, and user stories, ensuring clear communication and alignment across teams.- Partnered with UX/UI designers to enhance the user experience of digital platforms, incorporating patient and provider feedback to drive usability improvements.- Analyzed data from digital platforms to measure performance, user engagement, and ROI, leveraging insights to optimize strategies and demonstrate business value.- Led the development and maintenance of a comprehensive product roadmap, incorporating stakeholder feedback, market trends, and strategic objectives to prioritize features and guide product development efforts, ensuring alignment with business goals and customer needs.Key Achievements:* Successfully led the implementation of Marketing Cloud, resulting in a 40% increase in patient engagement through personalized and targeted communication campaigns.* Launched the telehealth platform within a challenging timeline, facilitating a 400% increase in virtual visits in the first year and significantly improving patient access to care.

Lead Business Analyst on team of junior and senior BAs. Worked with resource managers to help clarify the roles of the Business Analyst and Product owners for the SCRUM Teams. Mentored the Business Analysts on the team in how to approach work, produce traditional waterfall deliverables, produce user stories and exhibits for SCRUM teams.Developed curriculum and regularly teach a Business Analysis Toolkit class for any role in the organization.Lead Business Analyst on the re-engineering of the main online donation platform. Helped manage and drive the work of multiple BAs on the project in addition to performing traditional BA work for the project. Transitioned to a new Business Analyst as I was assigned to other projects. Lead Business Analyst for Web Based Self Service and Constituent Single Sign On projects. Worked closely with Solution Architect and Product Owner to develop the strategy and architecture of these projects. Produced both traditional waterfall deliverables and user stories & exhibits for the SCRUM team. A member of several task forces looking at ways to improve our data and data handling. I was chosen for my expertise in the donor data at St. Jude. Helped determine and implement new business rules for these tasks forces as well as doing data and business analysis to make strategic recommendations for solutions.Created process flows, data flow diagrams, user experience flowcharts, use cases, user stories, activity diagrams, SOPs, change ennoblement plans and written business and functional requirement documents to assist designers, content specialist, developers and QA analysts to complete projects. Created User Acceptance Testing scenarios and facilitated UAT sessions. Facilitated meetings with business stakeholders to identify pain points and areas donor experience can be enhanced. Informed stakeholders of progress during the projects.Assisted in transitioning support of projects to identified operational BAs.

Lead Business Analyst for projects associated with donor account management, online donations, online naming opportunities, and online lead generation. As a business analyst on a Agile/SCRUM team I worked with Product Owners to create user stories and groom the user story backlog.Created process flows, data flow diagrams, user experience flowcharts, and written business and functional requirement documents to assist designers, content specialist, developers and QA analysts to complete projects. Created User Acceptance Testing scenarios and facilitated UAT sessions. Created deliverables assigned to BAs using the organization’s Waterfall methodology. Including use cases, SOP, activity diagrams, change enablement plans, job impact assessments and other written deliverables.Facilitated meetings with business stakeholders to identify pain points and areas donor experience can be enhanced. Informed stakeholders of progress during the projects.Assisted in transitioning support of projects to identified operational BAs. Mentored other analysts within iProduct and ITS individually as well as in iProduct BA Huddles. Facilitated bi-monthly peer review sessions for iProduct. Mentored and acted as first line manager for summer Academic Intern acting in a BA capacity. Assisted intern in writing business and functional requirements, identifying stakeholders, creating data flow diagrams, and additional written deliverables.Assisted iProduct team and business stakeholders in gathering and analyzing data for donation forms, campaigns, and products. Created and maintained iProduct standards documents.

Worked on ongoing support and enhancement issues to assist the National Direct Marketing team as well as other business partners engaged in mass marketing.Primary business analyst for the sustaining donor program, Partner In Hope. Helped realize additional donations due to addressing donor concerns. As part of this support and program improvement became the organization subject matter expert on the entire Partner In Hope program, including mail, telefunding and interactive components.Primary Business Analyst for the St. Jude Pals program which engaged donors in multi-channel touchpoints to connect them with the mission of St. Jude Children's Research Hospital.Performed Business Analyst role for Campaign Management Phase II Project for Outbound Telefunding and Gift Planning campaigns.Won a divisional awarded from a business partner for assistance with the Partner in Hope program.Received quarterly organization award for contributions to NFL Draft Project.

Business analyst, system administrator, and developer for server team, primarily messaging and collaboration. Worked on business analysis and project management for enterprise wide rollout of upgraded messaging client and full service email portal. Managed Lotus Notes/Messaging project for new company after International Paper divestiture. Identified the messaging needs for West Fraser US employees. Worked with existing International Paper Lotus Notes Administrator to provide needs. Developed and executed a plan to flatten Domino domains between divested server and existing West Fraser Domain.Project manager and business analyst for Fax Server Project. Analyzed current needs of faxing via legacy systems, desktops and Lotus Notes. Developed and executed plan to meet those needs. Worked with both outside vendors and internal technical and programming teams to realize solution.

Business Analyst for Supply Chain IT team working with the entire Supply Chain organization for Wood products. Developed close working relationships with each business group.Performed business analysis for Order Entry, Transportation, and Billing applications. Designed and documented life cycle throughout all these applications. Provided training classes to fit within business needs. Worked closely with DBA and application development team to fulfill requests and projects from Business teams.Business Analyst for UCCnet Data Synchronization Project. Worked with the business users and external customers to develop a sense of Data Synchronization needs. Met with vendors to provide third party solutions. Reported progress to our external customers. Worked with management to find low cost solution that had staying power due to division being divested.Business Analyst for Manufacturing IT team working with all of our US facilities to do the analysis and some project management of infrastructure, application development and reporting needs.Project management and business analysis for installation of automation projects and automated data collection at manufacturing facilities as well as other reporting projects for automation. Data Collection was used to feed both internal web portals and customer facing portals. Business Analyst in EPA mandated Boiler MACT Project including installation, support and reporting needs.Key member in cutover during day one of West Fraser Inc. Liaison for all of International Paper IT and West Fraser IT. Developed and scheduled cutover plan. Coordinated network cloud cutovers for each facility.Ad Hoc Report design in Powerhouse and Impromptu. Assisted in user security, SOX and Bill 198 documentation.