Lisa Cotton Troha Email & Phone Number

Irondale, Alabama, United States

Birmingham, Alabama, United States

• Works directly with Product Engineering, Product Owners and Data teams to define and refine client support requests. Attends sprint planning meetings with Product teams to drive support request prioritization and.
• Gathers requirements for software enhancement and client service requests. Builds user stories, identifies and documents root cause issues, and assembles cross-functional teams to work toward optimized solutions to.
• Coordinates and runs SEV1 meetings, prepares Incident Summary Reports, Corrective Action Plans, and Root Cause Analysis reports.
• Uses Jira, Confluence, and Visio to document and communicate existing processes, identifying opportunities for cost savings and operational efficiencies.
• Developed and maintained detailed project plans, ensuring all milestones were met and projects were delivered on time and within budget.
• Supports a variety of customer-facing support portals, ensuring timely and accurate responses to clients and health-plan member questions and requests.

Fort Mitchell, Kentucky, United States

• Developed and implemented multiple revenue-generating business product and service offerings focused on back- office processing, financial, and data quality management solutions for United Way clients across the U.S.
• Provided strategic direction and leadership for the portfolio of Processing and Data Services product lines. Established a team of 6 subject matter experts and managed the distribution of project assignments to ensure.
• Maintained and executed detailed project plans to ensure the timely and successful onboarding of allincoming Processing Services customers. Managed changes to project scope, schedule, and costs for Processing and Data.
• Coordinated internal resources and third-party vendors for execution of multiple and simultaneous projects and service activities.
• Monitored and reported ongoing performance KPIs through regular tactical and strategic meetings with clients, senior leadership, and internal executive leadership team.

• Led a team of 5 business analysts, managing the distribution of projects to ensure timely and quality delivery of customer solutions including reporting, online giving options, and CRM software training.
• Built and sustained ongoing relationships with United Way management and staff to provide functional and technical support to clients using supported CRM systems.
• Developed training materials for use of CRM software platforms. Trained internal and external teams in best demonstrated practices for data capture and donor data management.
• Gathered requirements and provided data-driven reports and insights to support United Way business strategy and objectives.Fundraising software experience includes Andar360 and Salesforce NPSP

Columbus, Ohio Area

• Gathered and determined local United Way business requirements including ad-hoc reporting and product needs. Documented workflow and client business processes to ensure accurate reporting and data capture.
• Collaborated with internal resources to leverage technical and strategic solutions based on client needs and feedback.
• Specialized in data ETL, electronic online campaign management, and paper form processing management.
• Provided software training for users of supported CRM systems.

Columbus, Ohio

• Responsible for ensuring $54M in donor contributions were recorded and paid in alignment with United Way accounting and membership guidelines. Prepared year-end audit schedules for independent auditors.
• Reduced data processing turnaround time by 60% over 3 years.
• Founded and led several internal staff teams dedicated to process improvement, documentation of business processes, donor development and retention, and use of technology in the workplace.
• Trained key internal staff in the use of database software, policies and procedures, data capture standards, and best practice for data ETL.
• Created a custom web-based training tool for use by internal and external United Way staff.