My Success Stories
Transforming Procurement for Non-Profit Efficiency
Led a change management strategy for a non-profit healthcare organization, focused on centralizing procurement to improve efficiency and scalability and maximize donor investment across the organization’s core mission. The initiative included a pilot phase, followed by a nationwide rollout, addressing challenges like resistance to change and the need for comprehensive people leader tools.
Key Highlights:
Goal: Enhance operational efficiency by centralizing procurement.
Challenges: Overcame resistance stemming from decentralized practices and long-standing habits.
Outcome: Successful pilot readiness and nationwide rollout plan, training strategy, operational playbook and performance management plan.
Building a Customer-Centric Experience in Fintech
Designed a customer experience (CX) strategy aimed at reducing time-to-value (TTV) and enhancing client onboarding. This involved creating a scalable CX operating model, running a proof-of-concept (PoC), and implementing role-based training to ensure successful technology adoption.
Key Highlights:
Goal: Accelerate onboarding and technology adoption for clients.
Challenges: Addressed silos, global team integration, and resistance to new tools.
Outcome: Validated CX model, improved onboarding experience, and strengthened client relationships through standardized practices.
Empowering Growth with Advanced Marketing Technology
Drove the implementation of a comprehensive Marketing Automation Platform (MAP), integrated with CRM and analytics tools to boost lead generation and customer engagement. Addressed challenges from integrating new acquisitions and creating unified workflows across marketing teams.
Key Highlights:
Goal: Optimize digital strategy and improve lead generation through integrated marketing technology.
Challenges: Unified diverse tools and teams, overcoming resistance and competing priorities.
Outcome: Scaled MAP globally, resulting in enhanced marketing effectiveness and improved decision-making.
Driving Demand Generation Through a Growth Center of Excellence
Established a Demand Generation and Growth CoE to support market share growth through acquisitions and partnerships. Developed standardized workflows, enhanced reporting, and provided training for team alignment, resulting in more consistent and efficient operations.
Key Highlights:
Goal: Support growth through acquisitions, partnerships, and a consistent digital strategy.
Challenges: Addressed operational redundancies and built processes for a globally diverse team.
Outcome: Enhanced collaboration, streamlined processes, and improved data-driven marketing.
Building a Foundation for Accurate Insights
Spearheaded a major data cleanup initiative within an enterprise marketing platform to establish robust data management processes. The project involved close collaboration with data providers and internal stakeholders to ensure seamless integration and alignment of marketing, sales, and CRM systems.
Key Highlights:
Goal: Enhance the accuracy and reliability of marketing and CRM data to support lead generation decision-making and drive results.
Challenges: Addressed legacy data inconsistencies, integration gaps between marketing and sales platforms, and the need for stakeholder alignment across multiple teams.
Outcome: Delivered a streamlined, accurate data pipeline that improved cross-functional alignment and enabled data-driven strategic decision-making.
Precision Marketing Through Smart Architecture
Designed and implemented a robust marketing platform architecture to enable targeted customer engagement across diverse financial services sectors. The initiative focused on creating a business model that streamlined segmentation, automated campaigns, and improved compliance with evolving data privacy regulations like GDPR.
Key Highlights:
Goal: Build an intuitive and scalable platform to enhance customer targeting, segmentation, and engagement across sectors.
Challenges: Addressed the complexities of aligning cross-unit stakeholder needs, ensuring compliance with global data privacy standards, and maintaining data accuracy and relevance.
Outcome: Achieved a 65%+ improvement in targeting, segmentation, and campaign reach, driving significant engagement and lead generation results.
Harmonizing Growth Through Integration
Directed the successful integration of 25+ acquisitions over several years, aligning global teams and scaling operations to support rapid growth in a dynamic fintech environment. This extensive initiative emphasized change readiness, adoption strategies, and creating a cohesive operational framework across diverse teams.
Key Highlights:
Goal: Integrate multiple acquisitions into a unified operational framework while maintaining business continuity and driving scalability.
Challenges: Navigated organizational silos, diverse team cultures, and varying levels of readiness to adopt new processes and tools.
Outcome: Established a unified operational model, fostering collaboration and enabling the organization to scale effectively to meet growth demands.
Empowering Support Teams for Success
Developed a comprehensive training framework for a 60+ member global customer support team to facilitate the adoption of new systems and processes. The initiative ensured both new and existing employees were equipped to provide exceptional client support, leading to a 30% reduction in on-boarding time and smoother transitions during organizational changes.
Key Highlights:
Goal: Prepare customer support teams to deliver seamless client service by mastering new systems and workflows.
Challenges: Managed resistance to change, varying skill levels across employees, and the need for rapid up-skilling to meet client expectations.
Outcome: Enhanced team readiness and reduced on-boarding time by 30%, improving client support quality and responsiveness.