Business Systems & Enablement Manager

Successful setup, management, and coordination of the BSE team of 5, consisting of Salesforce developers, Revenue Operations analysts, Project Managers, and one Customer Experience Lead, distributed among four time zones (PHT to PST), as well as onboarding into the company's Leadership team.

Plotted out, created, and fully onboarded Project Management Office (PMO) Framework, including all necessary project documentation, allowing the setup and successful closure of multiple Salesforce and process-oriented projects, over the course of five months.

Coordinated 100% automation of the Customer Experience process, ensuring all surveys flow at scheduled times, while responses are collected and comprehended by an internal AI, and action items flow directly into the owner team's pipeline.

Perfected stakeholder communication channels, leading to successful multi-project completion, resulting in Salesforce CSAT score spiking from 61% to 80% within the first three months.

Paved the way for creating the Lean Six Sigma Masters Committee after four months with the company, to act as the governing body for all internal, as well as publisher-oriented processes.

Esured Salesforce success as the single CRM, deprecating 100% of reliance on Hubspot within the first 3 months of onboarding.

Saving between $10k-$20k per annnum by integrating Active Campaign, Zendesk and Jira into Salesforce within a five-month timeframe.

Perfected leading core Banking Enablement projects through a collaborative approach and timely status updates with Customer Success Managers (CSMs), Account Executives (AEs), and Product/Dev/QA communities.

Improved the global NPS score by 1 point, through coordination of market-specific (NAMER, CLA, LATAM, EMEA, and APAC), as well as global projects, increasing NAMER NPS score by 2 points.

Decreased team costs by $350k/year, by streamlining Order Process Quality and Invoicing processes together into one combined Center of Excellence.

Fulfilled product integrations among compatible platforms, achieving an increase in overall global efficiency and productivity by 25%, as well as cost reductions by over $100k/year, within the project lifecycle alone.

Attained a significant milestone in revenue recovery of over $26M by May 2021, exceeding annual team expectations by 5%.

Service Assumption Process Streamline (Project Manager):

• Successfully organized and implemented DMAIC analysis (process map, RACI matrix, and SIPOC diagram) through a performance review of the existing Service Assumption process, reaching critical improvement points
• Won by streamlining tool integration through biweekly sprints (Quotebuilder into Service Now), to replace the need for live communication, using a problem-solving approach and requirements prioritization

Entitlement Green Program (Program Manager):

• Ensured achievement of improved NPS and CSAT scores through free cash flow, as well as data clean-up for over 1.7k Banking customers
• Successfully formed a Data Integrity CoE (Center of Excellence), by implementing the new process documents, timeline rollout, devising criteria, and hiring one manager and five Business Ops Analysts, as well as forming the team's procedures, KPIs, and dashboard

Voice of Employee (Program Manager):

• Attained optimization of new IT equipment order process, by decreasing wait time for ordered equipment by 30% and delivery lead time by 20%
• Accomplished streamlining the hybrid/remote work environment for roughly 10k Banking department employees