Tom Hanks

Working with Executive, Product Portfolio, and Delivery Teams in transforming the entire organization to Agile principles, architecture, and processes, unleashing targeted business outcomes.

• Identify and establish measurement and evaluation practices within an organization to identify and implement operational efficiency gains, employee performance improvements, cost savings, customer happiness increases. • Collaborate with mid to upper management to identify customer experience success levels and execute strategic improvements to achieve customer loyalty, product advocacy, and positively impact revenue and profits. • Coach / work with product management and service delivery teams in developing and practicing cross functional collaboration and communication to develop High Functioning Teams which improve employee work satisfaction, loyalty to the company, quality output of product and services, and quality customer engagement. • Evaluate employee skills, work ethos, and motivations thus identifying areas of personal and professional improvement. Results lead to increased and higher quality employee engagement, reassignment to better suited roles, and happier customers.

• Manage Customer Success Team in identifying technical and business process issues and improvements within custom CRM environments. • Research, identify and manage product enhancements for CRM platform. Define problems and use cases, write stories and define what “done” is. Conduct QA efforts, manage rollout of improvements, and oversee change management within each Client’s cloud environment and business units. • Collaborate with Clients on business processes, identify software product enhancements, and execute product development, change management, and launch of product revisions. • Manage integration with 3rd party software, ensuring secure, accurate and timely data exchanges for call center and medical insurance administrators. Third parties include dialer management software, EMR systems, eCommerce platforms, online payment systems, and other CRMs (SalesForce).

• Manage Product Management, Software Development, UX and Quality Assurance teams in developing HIPAA compliant SMART technologies within medical practices. • Lead Project Management and Customer Service teams in the implementation and servicing of fully managed IT services and products including EMR Software, Practice Management Software, Hardware, Networking, Data Management and Security for Medical Practices. • Strategically manage portfolio of products and professional services ensuring market alignment, economic rationale, and organizational congruence in client centric business outcomes. • Establish measuring of organizational performance, analyze data, and implement improvements for gains in efficiency, quality output and customer satisfaction. Gained 30% through use of organizational analytics measuring team and individual performance. Continuously evaluate progress and communicate successes and learnings internally. • Effect financial P&L transparency and accountability within all departments. Identify anomalies and other targets for improvement.

• Lead cross functional team in launching Data Analytics platform (Sisense) and defining, developing, pricing, marketing and releasing new Business Intelligence products for the real estate market. • Establish high quality product releases through improved backlog management, cross functional collaboration, story writing, estimating, and QA testing criteria. • Communicate and collaborate with executive management and key stakeholders on strategic planning, cost estimations, obstacles and make recommendations to surmount obstacles. • Co-lead implementation of Scaled Agile Framework (SAFe) within organization including training, advocacy, coaching and mentoring. Completed SAFe training and rollout in 3 months. • Manage integration with 3rd parties such as analytics platform and enhanced data services.

• Establish new portfolio of products and services in support of Henry Schein core Dental Practice Management Platform(s). Conduct Market Research, Competitive Analysis, Create Pro-forma, and make Product Strategy recommendations to Executive Management. • With Executive oversight, conduct negotiations with 3rd party partners on distribution agreements including revenue projections, pricing, naming (white label), technical support, marketing and sales. • Consult with internal cross functional team (sales, marketing, technical support, product management, finance, and legal) to ensure internal alignment with agreements. • Increased GAI $4M by launching new software and service products into company portfolio from 3rd party partners. • Remain current on, and anticipate future technology needs in the Dental market through research. • Provide day-to-day tactical objectives and quick, just-in-time decisions to answer execution related questions for development, marketing, sales, and support.

• Lead Cross Functional Team in architecting and building custom cloud software solutions for over 50 different companies including B2B, B2C, eCommerce, SaaS, and Subscriptions. • Lead Product Management transformation from Waterfall to Agile improving overall production efficiency by 25%. • Collaborated directly with client-users to understand their processes, business needs and outcomes then translated this information into overall solutions, efficiency improvements, feature additions, and to ensure desired outcomes were achieved. • Directed and aided in day to day decisions and operations to ensure an excellent customer experience. • Consulted with client marketing teams on pricing strategy, marketing communication, and messaging.