Monica Tenorio Lakin Email & Phone Number

Overland Park, KS, US

Overland Park, KS

• Led Partnerships Program managing integrated third-party partner solutions expanding learning platforms, identified/ implemented operational efficiencies, and drove expansion into new business development opportunities.
• Managed integration frameworks (LTI/API) for third-party partners and support, including product management, strategy, system security, and release readiness. Analyzed and standardized integration and support model.
• Collaborated and led global, cross-functional scrum teams for new product launch targeting $1 million-dollar revenue Year 1 and establishing new third-party revenue channel.
• Established business process improvements and revamped technical support model that delivered 50% headcount reduction while exceeding customer expectations.

Overland Park, KS

• Planned and managed support projects for strategic customers involving installations, upgrades, and migrations from traditional hosting to SaaS/Cloud, representing $15+ million contract.
• Designed, planned and implemented delivery model and processes in coordination with DevOps for strategic SaaS deployments aligning with company SaaS/Cloud mission.
• Established customer migration plan and developed support model for complex 20+ consortium of schools requiring central administration balanced against independent processes and requirements.

• Led process and documentation improvement initiatives for “diamond” service-level global teams. Developed framework for performance testing, automated maintenance audit reporting and project methodology for efficiency.
• Created and streamlined departmental delivery processes and supporting documentation for rebranding and standardization purposes across 40+ service delivery managers.
• Facilitated cross-functional, strategic planning, and execution of proactive performance testing for “Top 10” hosted clients leading to reduction of escalated incidents.

• Managed significant project and client relationship for new Blackboard Student Services offering, working with client, third-party vendor, and internal teams to coordinate and deliver success solution, including new.
• Developed/refined processes for managing internal programs, including Back to School Readiness, ANGEL Learning Maintenance Program, Blackboard 9.1 services readiness, Blackboard Partners’ Integrated Solution Support.
• Handled 35-40 projects at a time, juggling priorities to ensure successful projected and minimized risks and issues
• Refined and evolved internal processes and project delivery methodology for increased customer satisfaction and building interdepartmental communication channels
• Facilitator of lessons learned sessions to capture best practice and identify issues with project delivery within Consulting and across departments
• Mentored and coached 6 employees within Consulting and across departments

• Supervised team of 4 Analysts responsible for internal reporting, financial analysis, training/on-boarding, processes/policies ensuring departmental change management and operational effectiveness.
• Refined the organizational structure and responsibilities of team to support and scale for the day-to-day operations of 100+ onsite and remote employees.

• Supervised team of 8-12 and provided escalation support. Introduced new processes and tools to ensure team revenue and chargeability goals met, as well as customer and employee satisfaction scores.
• Coached and mentored numerous employees, assisting 12+ team members with career advancement and job satisfaction aiding in employee retention and increased employee satisfaction scores.

• Responsible for project timeline, resources, budget, issue management, and overall customer satisfaction
• Handled 30-35 projects at a time, juggling priorities to ensure successful projects and minimized risks and issues
• Created project methodology which increased customer satisfaction rating
• Mentored and trained over 20 employees

• Responsible for the installation and implementation of ImageNow Product Suite for customers
• Provided training to customers to utilize document imaging software within their existing processes

• Responsible for order entry and resolving customer issues
• Responsible for the training of all new hires on the internal customer tracking system

• Created documentation including training manuals/job aids, executive presentations, and reports for variety of customers within Telecommunications, Broadband, Consumer Products and Entertainment industries
• Leverage our resources to support hypothesis development, utilized analytical problem solving, and applied structured thinking and communication to propose outsourcing/joint venture opportunities to client in the areas.
• Served as primary resource for CRM Campaign Management tool, DSI TopDog, for functional capabilities, design and support; and technical issues with application installation, campaign design, server errors, erroneous.
• Coordinated a training program for end-users of a Campaign Management tool for use in their Direct Marketing and Telemarketing Campaigns. Training elements included logistics, training materials, hardware, and.
• Installed, upgraded, and implemented Personify Essentials for a variety of e-businesses. Analyzed web site hierarchical structure for logical organization and design for measurability for a CRM web analytic tool..

• Conducted qualitative and quantitative field research. Identified the quantitative and qualitative benefits associated with improvement opportunities with financial analyst using SPSS for data manipulation.
• Gained understand of processes, issues, and best practices involved in the acquisition, licensing and management of rights and other financial arrangements of the intellectual property of Walt Disney World.