Customer Success & Business Transformation Leader

Managed customer success activities for Radford Global Compensation Database clients, including onboarding, engagement, ongoing relationship management, client customizations, Zendesk support, knowledge-base management, metrics, and reporting.

Acted as a cross-functional client advocate with Sales, Client, Marketing, Product, and Operations teams. Led client webinars and tours, coordinated stakeholder communications and issue resolution, and worked to improve customer experience and service performance.

Led business operations initiatives for Meta's Bay Area facilities portfolio, covering strategic workforce planning, customer service and helpdesk operations, business analytics, program management, and executive business reviews. Established a North America portfolio Centre of Excellence for governance, reporting consistency, and best-practice sharing.

Built KPI, SLA, and business intelligence reporting using Tableau, Power BI, Excel, Google Suite, Microsoft Teams, and Smartsheet. Managed analytics and strategy for an approximately $150M annual portfolio spanning 7.5M square feet, 12+ sites, and 70+ buildings; a Tableau benchmarking dashboard contributed to approximately 20% annual cost savings and doubled operational efficiencies through CMMS integration.

Led enterprise technology and digital transformation initiatives involving data governance, asset management, reporting, compliance, and mobility solutions. Managed relationships across client groups, technology teams, and external vendors.

Developed business and functional requirements, process flows, use cases, project charters, UAT plans, and implementation documentation. Led SAP, GIS, and mobile technology integrations that improved operational efficiency and reduced paperwork by approximately 75%.

Managed client-facing technology and program initiatives for B2B digital financial services, ERP procurement, sourcing, supplier automation, and IT operations. Partnered with buyers, suppliers, business stakeholders, and technical teams to resolve issues and coordinate implementations.

Led go-to-market estimation and benchmarking initiatives that saved approximately 16 hours per project. Supported enterprise automation, governance, regulatory compliance, process standardization, and continuous improvement.

Led business analysis, technology implementation, testing, stakeholder management, and functional design initiatives for enterprise clients including AT&T, PG&E, and BP.

Led offshore testing teams and cross-functional stakeholders through major enterprise releases, meeting critical project deadlines. Delivered business transformation, SAP, reporting, operations, and technology initiatives in complex enterprise environments.

Led SAP development and support initiatives for Wells Fargo and the Ministry of British Columbia, including an SAP RE migration from R/3 4.5 to 4.7/5.0. The migration improved data quality and usability, eliminated redundant storage, and delivered $3.5M in savings within two years.

Designed customized purchasing functionality and automated financial processes across SAP SD, MM, FI/CO, PSCD, RMS, and PTD modules using ABAP, BAPI, Dialog Programming, ALV, and RICEFs.

Led SAP development, upgrades, production support, and Unicode migration initiatives across SAP 3.1i through 4.7 environments.

Developed reports, interfaces, enhancements, and custom SAP solutions supporting enterprise operations and system modernization.

Bachelor of Engineering in Computer Science. Valedictorian and Gold Medalist.