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Work Background
West MonroeSenior Manager, National Practice Strategy & Operations
Mar. 2022Chicago, Illinois, United StatesInternally focused on evaluating, developing and executing the strategy and operations of West Monroe's national Customer Solutions practice. This includes financial planning, resource management, operational reporting, authoring of key communications, and collaborating with internal functions (marketing, recruiting, talent development, etc.) • Serve on the Customer Solutions (CS) Practice leadership team and drive strategic alignment across 32 leaders in 6 different geographies
• Develop annual strategy and lead a Program Management Office for internal practice development with over 14 key initiatives and 50+ deliverables across 200 person practice • Develop and enhance reporting as needed and analyze financial and operational performance to drive decisions: achieve monthly firmwide revenue targets across 6 P&Ls for 2+ years ($65M+ in 2021) • Oversee Sr. staffing resource specialist who tackles day-to-day staffing for ~200 CS resources. Previously owned ongoing resource management and still act as primary escalation point as well as support resource conversations (staffing, career equity, mentoring, HR liaison)
• Championed and sponsored improvement/automation of key operational processes including automated distribution lists, enhancements to national governance model, and documentation of SOPs
• Collaborate closely with the C-Suite and Shared Services leaders on a regular basis to effectively set the firmwide strategy and run the business
• Guide team of authors and author monthly State of the Business newsletter for 250+ recipients, CS Quarterly Meetings, Bi-monthly level-based meetings, and other key communications
West MonroeManager- National Practice Strategy & Operations
Dec. 2019 - Mar. 2022Chicago, Illinois, United States
West MonroeManager, Customer Experience Consultant
Oct. 2018 - Dec. 2019As a manager I am responsible in leading project teams and driving change and delivering value to our clients. In addition to day to day project management of budget, timeline, and deliverables I am also responsible for managing the day-to-day client relationship and project issues/risks. Experience includes: • Customer Experience Strategy - assessing current state, conducting gap analysis, and developing future state roadmaps
• Project Management - managing both business and technical solutions. Experience includes oversight of large-scale agile custom technology solutions • Business Case Development - informing decisions for strategic development and evaluating overall project value
• Customer Effort Scoring - identifying and eliminating high effort areas to drive customer retention
• Customer Journey Mapping - Facilitating workshops to evaluate customer touchpoints • Business Process Improvement - redesigning processes and promoting standardization across key workflows include recommendations for enhanced employee engagement
• Organizational Change Management - facilitating adoption of new programs for faster ROI
West MonroeSenior Consultant
Oct. 2017 - Oct. 2018Chicago, IL
West MonroeCustomer Experience Consultant
Aug. 2014 - Oct. 2017Chicago, ILFocused on aligning customer goals with company objectives and driving customer experience results by analyzing and improving an organization's people, process, and technology. Experience includes:
• Customer Experience Strategy - assessing current state, conducting gap analysis to future state, and development of strategic roadmaps
• Customer Effort Evaluation (CEE) - identifying and eliminating high effort areas to drive customer retention
• Customer Journey Mapping - evaluating customer touchpoints to create a seamless experience
• Financial analyst skills- Analyzing, tracking, and reporting project finances Industries
-Healthcare (provider and payer)
-Energy & Utilities
-Hospitality -Banking
West Monroe PartnersCustomer Experience Intern
May. 2013 - Aug. 2013Worked on a variety of customer facing related projects over the course of the summer including a strategy project in the banking industry. Assisted with benchmarking, gap analysis, and a strategy roadmap. Also assisted with two enterprise resource planning demos and created decks for the Chicago Booth Consulting Symposium as well as for a new client pitch.
180 Degrees ConsultingConsulting Director
Jun. 2012 - Apr. 2014Oversee two project teams each with 6 consultants and a team leader and ensure deliverables meet 180 Degree and client standards. Act as a liaison between client, team leaders, and others on executive board.
Essex IndustriesMarketing Intern
Jun. 2012 - Aug. 2012Worked in Excel 2010, Access 2010 to generate a database with 3000+ lead and publishing contacts.
* Contributed 10 articles to the internal and external newsletter.
* Maintained corporate website; including product and event updates.
* Aided in the design of rebranded brochures, graphics, and other corporate publications.
Community Enterprise SolutionsIntern
Aug. 2011 - Dec. 2011Created a new marketing plan over the course of fall semester 2011 to improve current marketing strategies for CES, an
international non-profit organization.
* Implemented a new marketing strategy and attended two “sales campaigns” while abroad in Guatemala.
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