Plan, lead, and direct activities of multi-year, cross-functional Enterprise technical program to provide a world class digital engagement platform leveraging Salesforce and related integrations and capabilities

•Manage and govern all aspects of Renewal’s retail operations technology portfolio •Oversee Salesforce instance supporting lead to manufacturing order management through service management including Marketing Cloud, Sales Cloud, Service Cloud, Field Service, Experience Cloud, AppExchange applications, and order workflows with ERP and CPQ.•Lead a team of 40-50 full time employees, contractors and outside vendor partners •Drive Agile methodology and DevOps improvements and maturity•Oversee vendor selection, relations, and contracting•Cross-functional coordination to identity and address process and operational improvements

• Owned, led, and executed on vision and strategy for Platform as a Service applications including Salesforce and Pega • Supported multi-instance Salesforce Sales and Marketing Cloud structure for health insurance operations across multiple lines of business• Oversaw Pega Platform and Robotics efforts for multiple applications including migration from on premises to AWS Cloud• Drove Agile methodology utilizing Jira and led DevOps improvements and maturity including transition to GitLab and serving on CMDB Governance Committee• Oversaw vendor relations, budgeting, and contracting • Actively involved in Salesforce Community as Salesforce Trailblazer Mentor and Community User Group speaker

• Platform & Technical Owner for Salesforce instance supporting 800+ users of Service Cloud, Sales Cloud, & Salesforce CPQ• Led co-located team of 10 employees and contractors through all aspects of Salesforce support and implementation including administration, prioritization, governance, analysis, planning, design, architecture, implementation, development, quality assurance, change management, dev ops, release management and adoption• Served in lead role in organizational Digital Transformation efforts to modernize and streamline technology stack • Drove Agile methodology efforts using Agile Accelerator including experience as Scrum Product Owner, Scrum Master and Analyst• Oversaw vendor selection, contracting, relations and budget • Collaborated with business stakeholders on strategic and tactical planning, requirements gathering, business analysis, and prioritization • Cross-functional coordination for ERP, MDM (Informatica), Pega (BPM) and other systems integration (Informatica, IIB) efforts• Actively involved in Salesforce user group community as speaker and mentor

• Served as internal consultant and lead for several strategic initiatives with end-to-end responsibilities including planning, requirements gathering, design, implementation, change management and results measurement• Lead role in design, planning and implementation of Salesforce.com projects and initiatives across Service, Sales & Marketing including Service Cloud implementation for 300+ Service users• Managed day-to-day Salesforce.com operations including experience as Product Owner, Scrum Master and lead analyst on Agile support team• Led Billing Re-Engineering Program as Business Owner responsible for planning & execution of multiple work streams, progress tracking, budget oversight & reporting, organizational communications, executive updates and employee training

• Oversight of 12 offshore BPO teams comprised of 200+ resources located in three offshore locations which supported Service, Fulfillment & Service of Process operations• Management of $3.2 million BPO budget • Maintained relationships with internal customers supported by BPO including Corporate Operations, Service Operations, Sales, and Finance and ensured service levels expectations were met• Monitored, analyzed and drove improvements in quality and productivity metrics• Lead role in organizational redesign project including direct oversight of pilot, related metric tracking, analysis and progress publication to key stakeholders, and planning and full organizational implementation; team awarded Wolters Kluwer Global Innovation Award in Business Model/Operational Innovation category

• Responsible for oversight and management of 11-18 person corporate service team with representation retention base of $7 million and corporate new business target of $4.7 million• Consistent metric review and focus on improvements led to per person productivity increase of 99% and headcount reduction of 39% from 2006 to 2011 while consistently achieving excellence in retention and growing corporate new business • Analyzed and continuously improved team workflows to ensure maximum efficiencies, customer satisfaction, growth, retention and financial results• Company resource and subject matter expert on internal systems and processes• Served as primary team contact for internal departments • Active involvement in several company enhancement projects and training initiatives

• Served as primary contact for several large corporate and law firm accounts• Assisted team in exceeding revenue goals and maintaining excellence ratings in customer satisfaction and write-off percentages• Instrumental in contributing to successful transition of accounts during team reorganization and relocation

• Responsible for managing multiple projects and deadlines while performing legal research in diverse civil and criminal areas of law• Assisted judge by interpreting federal, state, and local laws, drafting and revising orders and memorandum, preparing jury instructions, and observing court hearings • Maintained verbal and written communication with judges, attorneys, legal staff, and court administration

• Contributed to enhancement of print legal publications and electronic legal products including Westlaw by applying legal research, interpretation, organization, analysis, and writing

• Responsible for managing multiple projects and deadlines while performing legal research in diverse civil and criminal areas of law• Assisted judge by interpreting federal, state, and local laws, drafting and revising orders and memorandum, preparing jury instructions, and observing court hearings • Maintained verbal and written communication with judges, attorneys, legal staff, and court administration