A day-one operator that helped build the company from the ground up. My main focus was building asustainable and easy-to-use workflow, hiring and training the best individuals for the job, and building simple, informative marketing.◆ My first focus on the job was learning the Ohio medical marijuana bylaws and understanding the state’s program so Icould build a training program and workflow that abided by the rules while providing exemplary service.◆ My second focus was to figure out how to market Releaf Health a way that separated us from the field, given we alloffered one product and had strict laws to follow. I focused on local, homegrown doctors and our ease of service fromscheduling an appointment to meeting with the physician to receiving their card. Our sales improved every month.◆ I also served as the main point of contact for all the physicians, handled any escalations, and built very strongrelationships in the community and neighborhoods that we served.

PROJECT LEAD – CHANGE THE BANK || Selected to provide tactical leadership and be a main point of contact within the service and operations centers for a multitude of congruent projects. Wrote BRD’s and CR’s to scope out SOW. Managed a team of 5 analysts who served as Tier III support subject matter experts who lead QA/UAT and regression testing for various internal and external programs. Spearheaded comprehensive project management. Accurately analyzed, researched, diagnosed, and resolved escalated issues and defects.◆ Managed daily touch point calls, weekly defect calls, and monthly management calls. All of which helped drive the implementation of the projects and provide transparency within multiple levels of the organization including senior leadership. ◆ Worked with multiple departments in different locations towards a common goal. Was involved in every facet of the projects from scoping to QA/UAT testing, defect management, and the Go-Live into production. ◆ Consistently completed key projects on-time and within scope, including workflow consolidation, streamlined banking procedures, and interactive voice recognition (IVR). ◆ Led training and development across all lines of business for the new platform transformation, developing all training planning and scheduling for roughly 700 support managers, quality professionals, analysts and service associates, thereby enabling the retirement of a less efficient legacy system.OPERATIONS SUPERVISOR – CORPORATE ACTIONS/529 || Served the company as the main point of contact, leading 10+ employees for corporate actions and 529 support. Worked with each team member through coaching’s and meetings to understand and meet company set KPI’s and SLA’s. During the time in this role, I rewrote 200+ educational reference pages for the firm to utilize to better serve our clients with respect to corporate actions and 529 plans.