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Work Background
IdeonSenior Vice President, Client Operations
Jul. 2021 - Mar. 2025Richmond, Virginia, United StatesIdeon is a middleware platform delivering data management and connectivity solutions that modernize the health and benefits industry. - Led enterprise-wide client operations and professional services strategy, aligning delivery with executive priorities and achieving consistent NPS scores of 4.8/5.0. - Spearheaded digital transformation through a Salesforce-based portal for support and account visibility, increasing client self-service and transparency. - Designed and implemented a global seasonal resourcing model, reducing peak staffing costs by 31% while improving delivery consistency and scalability. - Instituted formal project and program management frameworks, ensuring timely, measurable delivery aligned with customer and business outcomes. - Reduced post-implementation issues by 43% by standardizing testing protocols and implementation artifacts across all clients. - Leveraged Lean/Six Sigma methodologies to streamline core delivery processes, driving 94% SLA compliance and eliminating wasteful handoffs. - Launched NPS tracking and Customer Health Score dashboards, improving proactive retention efforts and contributing to 146% NPS growth. - Developed scalable, behavior-based CSM playbooks and retention programs that reduced churn and enabled team growth. - Delivered 17% YoY improvement in SLA adherence and a 47% reduction in median case resolution time through operational analytics and automation.
NamelyVice President, Professional Services
May. 2018 - Mar. 2021Richmond, Virginia, United StatesNamely is a full-suite HR SaaS provider serving mid-sized businesses across the U.S. - Oversaw strategic growth and delivery of implementation and onboarding services for 1,000+ clients, achieving NPS > 50 and boosting time-to-value. - Launched Salesforce-integrated client portal and expanded PS service offerings, increasing one-time revenue by 93% and accelerating project initiation by 71%. - Reduced pre-go-live churn by 61% through client segmentation and success playbooks, driving stronger fit and retention. - Introduced sprint-based delivery model with nearshore teams, improving speed and quality of carrier feed setup by 62%. - Built internal leadership pipeline through structured coaching and development tracks, promoting 100% of team leads and 3 managers internally. - Developed scalable onboarding frameworks and client journey maps aligned with cross-functional success metrics.
CeridianVice President, Professional Services
Mar. 2004 - Apr. 2018Richmond, Virginia, United StatesCeridian is a global leader in human capital management (HCM) SaaS solutions. - Directed global services organization ($27M P&L) and led a team of 250+ across implementation, consulting, and technical delivery. - Orchestrated multi-year transformation to SaaS delivery model, doubling margin and growing annual PS revenue by 50% YoY. - Retained 70% of key talent during SaaS shift while modernizing org structure, tooling, and delivery model. - Built globally distributed teams and centers of excellence, aligning delivery standards and KPIs across geographies. - Deployed executive-level dashboards and KPI frameworks, improving operational visibility, forecast accuracy, and revenue recognition.
CeridianVice President Customer Care
May. 2003 - Feb. 2004Richmond, Virginia AreaManaged day-to-day operations of Richmond service team providing product support services to over 130 customers throughout the state of Virginia. - 20% improvement in customer satisfaction through introduction of customer-centric service model that emphasized proactive, “over communication”. - Established stronger ties to Ceridian’s customers by partnering with Sales to meet face-to-face with 60% of our customers in less than 6 months.
STR Software, Inc.Director, Product Development & Support
Mar. 2001 - Jun. 2002Richmond, Virginia Area- Reduced software release cycles by 50% and improved post-release quality by 88% through formalized QA and iterative delivery. - Implemented performance and customer feedback loops to drive continuous team improvement.
Oakwood Systems Group, IncExecutive Vice President
Aug. 1997 - Jan. 2001Greater St. Louis Area- Oversaw P&L and daily operations for $8.7M consulting firm, doubling revenue and expanding market footprint. - Instituted repeatable service delivery models and consultative selling strategies, increasing client satisfaction and retention. - Grew consulting team 117% and established a culture of operational excellence and continuous improvement.
Anheuser-BuschManager, Information Systems
Jun. 1988 - Mar. 1991Greater St. Louis Area- Directed IT operations and modernization efforts for a $26M business unit, deploying enterprise ERP solutions and infrastructure upgrades.
Busch Entertainment CorporationData Processing Manager
Jun. 1984 - Jun. 1988Williamsburg, VA- Founded and led the IT function at Busch Gardens Williamsburg, building systems, teams, and financial controls from the ground up.
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