Senior Implementation and Customer Success Professional

I provide project-based consulting to companies establishing Agile practices and frameworks for software delivery and implementation.

I advise on implementation rollouts and process changes, including discovery, workflow design, training, and adoption. I identify adoption barriers through user feedback and support data, then convert findings into practical process and training improvements.

Client names and proprietary details are withheld under NDA; I communicate my work in terms of the implementation approach, framework, and rollout challenges addressed.

Led enterprise software implementation projects for financial-services clients as the primary implementation contact. Managed requirements gathering, system configuration, training delivery, and go-live support from kickoff through launch.

Conducted discovery sessions to configure platform modules to client workflow, operational, and regulatory requirements. Developed implementation playbooks and train-the-trainer programs that improved time-to-value and user satisfaction.

Coordinated implementation plans in Azure DevOps across compliance, operations, and engineering teams, supported by weekly status reporting. Improved user adoption by 30%, delivery efficiency by 15%, and expanded client capabilities by more than 25% through product configuration, customer research, and competitive analysis.

Managed enterprise software implementations across eight business entities, coordinating discovery, requirements, configuration, training, and change management for more than 200 end users.

Translated stakeholder and business needs into technical specifications and measurable implementation plans. Coordinated platform upgrades and integrations that reduced processing time by 50%, and led an enhancement initiative that addressed more than 50 functionality gaps and improved completion rates and user productivity by 25%.

Managed mobile-platform implementation for a distributed workforce, contributing to a 40% increase in business volume. Consolidated loan officers onto a single platform on time and under budget, established a shared point-of-sale process, and championed a user council that reduced operational conflicts by 80%.

Owned implementation and ongoing management of an enterprise digital platform, leading requirements gathering, system configuration, end-user training, and post-implementation support.

Led an Agile platform implementation using discovery and user-centered design, contributing to a 40% increase in online application volume. Implemented e-signature functionality by coordinating integration, testing, and training, reducing processing time by 14 days and increasing customer satisfaction by 25%.

Directed a data migration that consolidated more than 20 reporting sources into a unified dashboard, improving data refresh from 12 hours to hourly. Established a production-support function and knowledge-management processes that reduced resolution time by 75%, while serving as liaison between technical, compliance, and legal teams.

Master of Arts in Communication.

Bachelor of Arts in Speech Communication.