✦Leading strategic business initiatives across various functional areas including; sales, marketing, product, and operations to drive efficiency. Focusing on CRM automation, standardized communication protocols, and workflow. ✦Established a sales operations team and leading them on initiatives to improve the sales process. Revamped CRM to automate tasks, emails and pipeline movement. Reduced sales cycle by 15%, co-built sales training program, and implemented analytics platform for sales insights and forecasting.✦Established and managing team of customer success managers with primary focus on SaaS division of company to provide support and cross-sell/upsell opportunities, training and retention efforts.✦Driving data monetization efforts with third party partners to deliver targeted, engaging offers to subscription member base. Partnering with internal marketing team to create call to action content, journeys, and management of partner KPIs.

✦Led staff responsible for account management, client engagement, and client onboarding; monitor and analyze sales pipeline, provided relationship and account management actions for largest clients, manage staff, and oversee improvement projects. ✦Managed team of 25 responsible for client onboarding, maintenance, contracting, and billing processes including RFP/RFI, contract workflow, SOW, customer training, and client experience.Created cohesive and accountable team, improved workflows, and provided feedback; increased morale, reduced turnover, and improved quality scores from 90% to 96%.✦Spearheaded account management actions for $300M book of business with customers including Bank of America, Wells Fargo, Loandepot, and Quicken, conducted QBRs, analyze retention and growth, monitor SLAs, and identify opportunities for further engagement.✦Managed staff budget of $2M budget, minimize labor costs, and overhaul travel expenses; consistently remain under budget while maintaining client and employee satisfaction.✦Engaged with leadership on process, budget, and compliance improvements, develop actionable steps and updates for billing, product utilization, revenue realization, fallout rates, client retention, and sales pipeline metrics; improved market segmentation, updated compensation formulas, enhanced staffing analysis, and determined contract value and revenue.✦Utilized Six Sigma principles in process improvement initiatives focused on efficiency, quality, and voice of customer, utilize Oracle and SalesForce CRMs,; enabled transparency for sales and account teams, eliminated data entry, automated orders, and reduced onboarding time 20%. Managing Net Promoter System launch, earned Satmetrix certification, and developed automated actions for transactional surveys within Salesforce.✦Led improvements to audit actions, formalized SOPs, and crafted workflows to manage audits, tracking, and reporting; able to pass 3 audits as well as federal agency checks.

✦Created and led relationship management team with strategic partners of proprietary loan origination systems for API integrations; managed 18-month roadmaps, customer relationships, business development, product enhancements, SOW creation, contract review, created and delivered revenue, growth, and pipeline reports for leaders.✦Managed team of 4 Customer Solutions Managers, delivered trainings on platform, customer service, and technical troubleshooting, and provided additional coaching and mentoring on a day to day basis; team was able to achieve 150% of revenue goal while staff received multiple internal promotions and advanced career opportunities outside of company. ✦Served as Project Manager for multiple enterprise-wide initiatives focused on revenue and cost recovery, including 18-month new service effort with IT, sales, and billing teams, and 12-month strategic assignment of platform costs to identified parties; projects generated $4M in revenue and recovered $400K annually. ✦Managed special projects for customers including Wells Fargo and Fannie Mae, led customized application development and credit industry standards implementation, created project plan, budget, and scope, and managed a matrix of internal SMEs and stakeholders; able to deliver all projects on time and on budget with 100% customer satisfaction. ✦Contributed to multiple new business and product development projects, including enhanced credit report data and analysis, verification products, and improved product design, functioned as liaison to technical teams as mortgage industry SME; ensured delivery of products that met leadership and customer expectations, added to company’s product suite, and enhanced diversification strategy.

✦Client implementation manager via web services API for credit and fraud products with primary focus on the mortgage industry and loan origination systems. Responsible for the entire integration process from preliminary client calls, through development and testing, concluding with production readiness and deployment.✦Project lead for enterprise-wide implementation of credit bureau compliance initiative, which increased annual revenues by over $10M. Managed several projects for strategic customers including Wells Fargo and Fannie Mae that varied from customized application development to establishing standards in the credit industry. ✦Assisted with several corporate development initiatives to expand the company’s product suite and enhance the diversification strategy. Functioned as liaison and knowledge expert of the mortgage industry to ensure consistent delivery methodology that meets customer demands.

Relationship manager for Credit, Flood, Title Vendors.

Business and systems analysis with proprietary application support,