Responsible for business applications and business process, primarily focused on enabling CRM and related teams in HubSpot with integrations to internal applications.

Promoted into leadership role to streamline case management process and defining corporate strategy. Evaluated end-to-end business process flows, data, and applications, to define strategic solution, budgeting, and project management across stakeholders. Collaborate with key clients, client support teams, distribution centers, UX team, and supervise IT with $500K budget.• Drove 40 - 50% reduction in administrative overhead for handling client cases by reducing emails and transforming client interface • Consolidated 6 disparate processes into unified, shared process across 3 applications, supporting 1K tickets per day and streamlining operations across 20+ distribution centers• Achieved Pitney Bowes Innovation of the Year award presented by the CTO, garnering recognition for exceptional design of Client Support Platform.• Authored APQC (American Productivity & Quality Center) White Paper – “Establishing a Center of Gravity for Transformation in Pitney Bowes” based on the experience

Created innovative design incorporating rules and automation to transform business-critical order processing architecture within order-to-cash process. Defined data and technical requirements shared across 4 applications: CPQ, Open Text, SAP, and Power BI for reporting, as well as consulting on SOP changes.• Reduced manual processing of orders 60% by automating processing rules and routing• Empowered salespeople with seamless order tracking capabilities at every stage of internal processing, resulting in significant reduction (near 0) of delayed and lost orders• Recognized with PB Innovate Leadership Award presented by CTO for outstanding design and implementation

Facilitated and drove best practices in release management (SDLC) process to publicly available web site. Orchestrated use of Agile, scrum, user stories, backlogs, automated testing, and releases across multiple teams and contributors. Established DevOps and continuous improvement to improve agility for responding to customer needs.• Increased velocity of releases from 30 days to 7 days by optimizing intake of user stories and requirements.• Reduced defects released into production 300% via setup of repeatable automated testing and builds.

Held accountability for establishing Agile methodology for collection, management, and prioritization of requirements, releases, and development on innovative, patent-pending, real estate marketplace startup.• Decreased bounce rate / time per visit from 45% / 3.5 mins to 32% / 5.5 mins and incoming Pre-Approval and Registration calls 80% through redesign of site based on data analysis.• Won annual Bank Technology News Innovators Award presented by BTN for product / service designed to better serve customers.

Responsibilities included marketing, web site management, and robotics instructor at this small independent Montessori school

Principle Business Systems Analyst, B2B Gateway 2002 – 2009Served as key member of small team that drove creation of groundbreaking IBM B2B Enterprise Gateway in orchestrating journey from concept to facilitating $1B+ in annual transactions. Successfully implemented transformative business process reengineering and automation to achieve significant operational efficiency.• Reduced order processing errors 80% and processing time from 4 days to 6 – 10 minutes thru elimination of manual entry and processing. • Devised change management process, reducing defects and cutting resolution time 50%.• Earned highly regarded IBM ‘Ovation’ Award presented by CEO for design and creation of B2B Gateway.

Product Manager WebSphere Commerce Suite (WCS)Oversaw business requirements for Catalog Architect, Product Advisor, and Marketplace functions in groundbreaking eCommerce Software product line. Partnered with key clients and salespeople for design of the interface, defined and prioritized requirements, as well as met with vendors and executives to define strategy on build-vs-buy for some components used..- Lead international QA team to deliver 9 National Language Versions (NLV) of Marketplace Edition in a remarkable time of under 2months.- Determine strategy to build or buy rules engine in support of personalization functions and coordinated contract negotiations with 3rd party vendors, lawyers, and technical resources.

Transformed government-run entities from manual, paper-driven processes used by retail customers requiring support staff to customer-driven, self-supporting automated, walk-up-and-use Kiosks. Harnessing the expertise of a business analyst, creative director, designer, and usability engineer to deliver cutting-edge, user-friendly public kiosk solutions worthy of IBM Research.Key Accomplishments:• Illinois Department of Employment Services; cut registry time by 75% and eliminated 50% of data errors.• Colorado Department of Motor Vehicles; cut registry time by 60% and eliminated 50% of data errors

Parsons School of Design, NYCSchool of Visual Arts, NYC