Thomas Johnson Email & Phone Number

Madison, WI, US

• Support Sales and Customer Success (CS) teams with their systems and processes primarily via, but not limited to, Gainsight and Salesforce (CRMs)
• Facilitate data integration into, and between, systems to drive increased visibility and automation
• Resolve data and process errors by performing root cause analysis, documenting current and future state, deploying updates, and communicating changes

• Support a rapidly growing remote CS team with their tools and processes
• Partner with Directors of CS on roadmap planning and change management
• Train team members on process documentation, system design, testing, and support best practices

• Focus on removing friction throughout the organization by leveraging process and technology improvements.
• Lead multiple implementations of new technologies and manage their continued administration needs (Gainsight, Jira Service Management). Integrated Jira Service Management (internal and external) with Salesforce and.
• Partner closely with Customer Success to improve Onboarding, Implementation, and Support processes
• Serve as Scrum Master for the Operations team
• Assist in miscellaneous IT operations support required of a rapidly growing company: automated Google Drive migration of thousands of files, developed a corporate phone tree using Twilio and Slack

• Ensure automation applications are being developed, deployed, and supported appropriately
• Assist with automation application architecture
• Assist with prioritization of backlog working with over 25 business areas/owners
• Assist with exploration/implementation of new automation capabilities

Team member of CUNA Mutual Group's Process Automation Competency Center responsible for delivering and maintaining Business Process Management (BPM) and Robotic Process Automation (RPA) Solutions across the enterprise.Responsibilities include process assessments, solution architecture and implementation, production support, and internal process improvement.

I worked part time at CUNA Mutual Group on their Business Process Management team. Achievements included: creation, testing, and deployment of a project tracker for all Green Belts participant in the program through the Business Continuous Improvement department, generation of monthly project status reports, and miscellaneous production support issues.

I worked full time at CUNA Mutual Group in their Sourcing and Vendor Management department. I assisted in vendor management activities such as communication with vendors to collect and update information and collaboration on the compilation of a quarterly report on vendor spend. My project focus was on the travel program and activities included: regrouping.

I worked full time at American Family Insurance in their Business Technology department. I assisted four managers in various organizational tasks for planning the management, and future direction, of the department. I also played a large role on the testing team: Activities included writing,reviewing, and executing test cases, as well as communicating with.