Administered deliverable-oriented strategic leadership to 2 product development teams who built scalable customer experience software solutions, igniting a passion for understanding problems and developing solutions autonomously. Coached stakeholders & teams through agile principles and practices, facilitated team ceremonies using Scrum frameworks to achieve key outcomes, directed the development of effective team processes and continuously improved team culture, trust and transparency.• Collaborated with product managers to streamline and refine product backlogs, resulting in a 30% improvement in lead time and a 14% decrease in cycle-time by ensuring stories met the Definition of Ready prior to engineering handoff• Streamlined team ceremonies by defining key outcomes, driving engagement through ownership, and time-boxing agendas, leading to a 30% reduction in ad-hoc meetings scheduled per sprint• Orchestrated dynamic User Story Mapping workshops that conceptualized the sequence of work and structure of iterations and releases, leading to an 18% improvement in sprint planning accuracy and 31% reduction in project blockers• Developed and facilitated quarterly “Team Health Checks” that accelerated learning and growth through targeted coaching and improvement strategies, generating a 23% QoQ increase in team health• Owned and implemented team level KPI's and efficiency metrics including team health, velocity, dependency lag, work-in-progress (WIP), cycle time and burn-down charts, identifying opportunities for operational improvement that resulted in a 29% QoQ increase in running velocity • Engaged with stakeholders to identify and resolve impediments and dependencies, including technical debt, bugs, version upgrades, cross-team dependencies, and external dependencies to protect team capacity and maintain WIP limits

Owned and facilitated all aspects of the end-to-end customer onboarding and technical implementation experience for an evolving portfolio of up to 60 Enterprise, SMB and start-up clients. Engaged one-on-one with C-Suite executives, Founders, VP's and Directors to forge a trusted advisor status through strategic relationship building and consultative finesse, leveraging a deep understanding of the product and a passion for complex problem solving to achieve an annual CSAT score of 4.92.• Earned the privilege of serving as a subject matter expert and mentor to a team of 4 implementation managers, establishing process excellence and driving onboarding optimizations that resulted in a 29% YoY increase in annual customer launches from 2019 to 2020 • Launched 59 commercial clients boasting an average MRR of $2,500 in 2020, amassing a 37.5% contribution to the total number of customers launched annually• Led the operational design of onboarding and implementation for the company's newly developed pay-as-you-go pricing initiative which was responsible for generating over $21,000 in monthly revenue from over 200 clients• Strategically advised high value clients including FIS Global, Cross River Bank, Apto, MX, AbbVie and Finicity (Mastercard), engineering tailored solutions to deliver early value and sustained success in alignment with each client’s unique needs

• Mastered the art of simplifying intricate requirements, effectively translating complex legal regulations and technical specifications into clear, actionable plans for clients, leading to a personal "days-to-launch" average 15% better than the team benchmark• Owned and implemented an innovative, milestone-focused customer engagement system by harnessing Salesforce capabilities and local data to engineer intuitive dashboards and automated alerts, enabling access to real-time comprehensive insights that drove strategic decision making and proactive engagement, contributing to a 21% reduction in revenue loss from implementation churn• Partnered with Legal, InfoSec, Compliance, Sales and Development teams to strategically introduce and onboard customers into the Dwolla ecosystem, skillfully navigating the intricate regulatory landscapes of consumer financial protection, FinCEN and NACHA while preserving creative autonomy and ownership for our clients

• Cultivated and maintained strong partnerships with key clients, proactively addressing their needs, coordinating solutions for day-to-day issues and facilitating quarterly business reviews to advise on growth strategies and champion their biggest needs to influence the product roadmap• Partnered with the Director of Customer Success to pioneer and develop a Customer Health Score matrix in Tableau, leveraging data insights to analyze usage patterns and provide actionable recommendations, resulting in an increase in product utilization and upsells as well as enhanced precision and predictability in revenue forecasting • Designed and owned the development of a Customer Scorecard in Salesforce, partnering with the Salesforce Administration and Data Analytics teams to architect and deliver a novel resource utilized by C-level executives, Department Directors, Marketing and Customer Success to obtain key metrics and critical qualitative data at a glance

Gave aide to the Vice President/Medical Director of Quality and System Director of Quality with day-to-day operations.

• Supervised 75+ employees creating an atmosphere supportive to staff, fostering self-motivation, high levels of individual and team performance, and quality.• Effectively communicated with associate supervisors to implement organizational goals and consistently meet strict project guidelines to help boost monthly production to over 100% of our allocated quota. • Aided in the training of all new employees, conducted employee orientations, and worked closely with supervisors to ensure productive and informative training sessions. • Provided superior administrative support to my Field Supervisor and staff.• Assisted employees in developing new skills necessary for high-level job performance and utilized employee's existing strengths to meet goals.• Provided employees with performance standards, expectations, and on-going feedback regarding progress.• Upheld and organized employee records, files, and productivity reports to guarantee accurate data for the field supervisor to utilize during performance evaluations.• Established and maintained rapport with staff at all levels.• Managed assets such as technology, equipment, and budget.

• Conducted health interviews with respondents in the state of Iowa for government and non-government agencies. • Communicated effectively and accurately to ensure accurate data collection. • Managed WinCATI software to complete interviews accurately and efficiently.

• Answered inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.• Greeted, registered, and assigned rooms to guests of the hotel.• Computed bills, collected payments, and made changes for guests.• Answered multiple-line telephone system to make and confirm reservations.• Responded to guest complaints and ensured all inconveniences were taken care of.