Managed Salesforce Configure Price Quote, and Sales Cloud implementation for 6 legacy platforms from a customer perspective.Performed research, developed and presented scrum rollout plan for full IT department.

Managed 10 payment processing and donor management software platform migrations totaling over 7K clients to selected go-forward software systems within a 2 year period. Developed project management procedures and documentation used as the company standard for migrating customers from legacy software to new platforms. Led Go-to-Market delivery of new mobile application, MinistryOne, that provides a modern user interface with integrations into online giving, church management, and web platforms. Rollout included 13 SaaS platforms with over 10K customers.Oversaw GDPR compliance implementation for 17 SaaS platforms to ensure security measures met the new European Union law on data protection and privacy.

Handled inbound customer service calls and email support with clients and maintained product knowledge across 5 legacy online giving software platforms which supported over 9K customers.Problem-solved escalated customer service issues while consistently maintaining confident, professional, and friendly interactions.Initiated the first call center retention program to minimize attrition and gain a clearer understanding of customer churn. Provided training to 5 new employees, including office policies, navigating 5 online giving platforms, and how to interact with customers in a courteous and positive manner.

Retained and serviced critical needs customers using strong negotiation, up-selling, and closing skills for a regional carrier which owns and operates the 5th largest wireless telecommunications network in the United States.Resolved escalated customer issues and inquiries in a stringent professional environment.