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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE EMAIL AVAILABLE Overland Park, KansasLINKEDIN LINK AVAILABLESUMMARYDynamic and Visionary Customer Experience Director and Program Manager with 26 years of transformative leadership in strategizing and executing customer experience enhancements across varied industries. Excelling in leading high-performing teams and enhancing customer experiences in SaaS environments. Adept at managing enterprise-level client relationships, implementing strategic customer success initiatives, and driving product adoption with a keen focus on achieving revenue goals. Expert in leveraging Oracle/PeopleSoft, ERP, CRM, CSM, Salesforce, Gainsight, and Qualtrics to drive collaborative cross team process improvements leading to higher customer success, retention, and product adoption. A certified PMP professional known for building and nurturing long-term client relationships, significantly improving customer loyalty, and streamlining voice of the customer initiatives. Eager to bring a wealth of experience in strategic planning, team development, and cross-functional collaboration ensuring unparalleled customer success and satisfaction, reduce churn, increase loyalty and brand awareness, and ensuring a successful and robust customer journey.WORK EXPERIENCEConnWalk Corporation Overland Park, KSOwner Jan 2015 - PresentCreated strategic marketing materials leading to a substantial increase in brand recognition and growth for national chiropractic franchisesLeveraged marketing and brand analysis to drive sales and revenue growthDirected Revenue Cycle project for 4 clinics, leading to a 25% revenue increase amounting to $500,000Optimized cost controls and billing systems, resulting in an 85% expense reduction and increased profitability for the national Chiropractic ChainPlay a key role in strategic decision-making and operational achievements across 4 clinics nationwide as an percentage ownerArcher Technologies (Formerly RSA) RemoteProgram Director Customer Experience/Voice of the Customer Jan 2022 - Feb 2024Led the establishment of Voice of the Customer Program, leveraging insights to enhance products and retention strategies, resulting in a 10% boost in customer loyaltyDirected the development, dissemination, and evaluation of NPS, CSAT, and CES surveys, contributing to a 25% decrease in customer churn rateChampioned, collaborated, and executed customer success initiatives, driving a 20% increase in customer retentionManaged process enhancement initiatives, resulting in a 25% improvement in customer success metricsDrove the transition from negative to positive NPS scores through the establishment of the Voice of Customer ProgramCollaborated with Services and Account Management leaders to strategize and implement customer success initiatives, resulting in a 15% growth in customer adoption and overall satisfaction.Implemented organizational and process changes within Customer Success resulting in a 25% improvement in operational efficiency and scalability as the company expanded.Ellucian RemoteSenior Project Manager/Program Manager Jan 2017 - Jan 2022Directed cross-functional teams to successfully execute strategic projects within higher education, leading to a 20% improvement in student retentionDrove a 20% increase in project profitability by negotiating and sustaining client partnerships for complex ERP projectsPlayed a key role in achieving a 25% increase in user adoption by championing the promotion and management of SaaS delivered solutionsCultivated lasting client relationships that led to a 20% increase in repeat businessDemonstrated expertise in SaaS businesses by driving software solutions involving multiple stakeholders, resulting in a 10% increase in revenue attainment and customer satisfaction metrics.Adams Gabbert Overland Park, KSProject Director - Contractor Jan 2015 - Jan 2017Boosted customer engagement by 15% at Blue Cross and Blue Shields Kansas City through the development and execution of strategic marketing plansLed cost-saving initiatives by providing precise estimates, effective budget supervision, and streamlined resource allocation, leading to a 10% decrease in project expensesLed cross-functional teams in the successful rollout of new products, driving a significant 30% growth in market penetrationCerner Corporation Kansas City, MOEngagement Leader/Program Manager ERP and Revenue Cycle Jan 2012 - Jan 2015Oversaw successful implementation of Revenue Cycle and Oracle PeopleSoft Financials, Supply Chain, and Human Capital Management projects, ensuring seamless operations and improved business processesHandled budgets totaling $35 million, optimizing resource allocation and spending to drive a 10% growth in profitabilityManaged team efforts to reduce missing inventory expenses by over $300k/year, delivering substantial cost savings for a hospital implementationHartford Financial Services Group (The Hartford) Hartford, CTSenior IT Consultant/Project Manager - ERP Jan 2006 - Jan 2012Led successful PeopleSoft Upgrade Projects as team lead, managing a $4 million budget, defining project scope, creating project plan, and ensuring transparent progress updates, resulting in a 20% improvement in system efficiencyOversaw team of seven employees, ensuring seamless coordination with offshore consultants for The Hartford projects, resulting in a 15% reduction in project costsOversaw operational functions for Hartford Financials, HR, and SCM systems, ensuring efficient and effective operations, leading to a 20% improvement in overall system performanceNational Association of Insurance Commissioners (NAIC) Kansas City, MOERP Change Control Project Manager Jan 2001 - Jan 2006Drove 95% decrease in change-related issues by spearheading change control processes for PeopleSoft ERP HR and Financials system deploymentPlayed a key role in enhancing financial transparency and regulatory alignment by actively participating in the creation and updating of Risk Based Capital (RBC) reports crucial for assessing insurance companies' yearly financial healthMaintained seamless database operations by managing PeopleSoft administration for NAIC in an acting Database Administrator capacitySprint Overland Park, KSSoftware Engineer - ERP Jan 1999 - Jan 2001Increased system reliability by 15% by actively participating in technical development, security enhancements, and proactive production support for the PeopleSoft implementationAchieved a 30% growth in Sprint Ambassador team size and a 25% increase in brand advocacy among students by executing impactful college recruiting strategiesEDUCATIONKansas State University Manhattan, KSBachelor of Science, Business Administration/ManagementManagement Information Systems and Human Resource ManagementFriends UniversityMaster of Science, Management Information Systems4.0 GPA and awarded Top StudentCERTIFICATIONSPMP May 2004 - May 2027Certified by: Project Management InstituteSKILLS Product Knowledge Executive Leadership Process Optimization CRM Operations Program Management CMS/DMS SaaS Experience Strategic Planning Cross Functional Client Relationship Management Customer Success Stakeholder Engagement Talent Management Customer Experience Implementations/Execution Skills Decision-making Customer Insight NPS, CSAT, CES Surveys Functional/Technical/Business Communication Salesforce Client/Customer/Vendor Management |
