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Stephanie L

Program Manager

Profile

Self-motivated strategic consultant with 14 years’ experience in startup teams and roles working for a Fortune 500 company. Effective leadership, customer success, implementation, and process building skills, with a focus on technology, committed to finding the best in-class solutions

Key Skills & Competencies

relationship management, leadership, customer success, implementation, process building, Problem Solving, consultation, program management, project management, readiness, change management, data analysis, training, presentation skills, Agile & Sprint Planning.
Microsoft 365, Zoom, Teams, Google Drive, JIRA, CRM, Salesforce & Oracle, Data Conversion

Professional Experience

MassMutual Financial Group Springfield, MA 01111

PRODUCT MANAGER 12 months
● Accountable for buildout of new CRM platform for the Client Management and Operation organizations
● Created the design, functionality, and system integrations to improve organizations processes
● Performed discovery and analysis to build out the short-term and long-term roadmaps
● Managed training, communication, and change management readiness for CRM rollout and deployment

READINESS LEAD 8 Months
● Asked to lead and was accountable for preparing employees for back-office SaaS systems
● Led the planning and implementation of training, communication, and change management initiatives
● Created events and workshops to drive awareness and excitement of new tools
● Responsible for mitigating risk and contingency planning for over 3,000 impacted employees
● Presented and communicated plan designs and updates to senior leadership and stakeholders

PROGRAM MANAGER 20 months
● Responsible for the creation and oversee execution of strategic initiatives aligned with enterprise goals
● Established focus groups to gain voice of customer (VOC) for improvements
● Designed consultation process and assets for a team of twenty, including Regional Vice Presidents, to assess eighty-two firm's current technology use and Practice Development Specialist (PDS) role
● Created learning path and tools for PDS role, who were responsible for change management and training advisors on technology to help run their practice

PRACTICE INTEGRATION CONSULTANT 37 months
● Drove adoption of Salesforce CRM (CRM) and Electronic Sales Platform (ESP) tools using data analysis and marketing practices to assist in the training of users
● Consulted with firm leaders and individual advisors to develop personalized CRM and ESP processes for each firm’s unique business model and individual advisor’s practice
● Subject-matter expert and lead on data quality and conversions for extraction, transform and load (ETL)
● Team lead responsible for managing team’s case assignments, quality assurance, and creating standardized processes and procedures


BUSINESS OPERATIONS CONSULTANT 8 years and 2 months
● Created project plans, implementation and roll-out for broker/dealer
● Implemented remote check deposit (85 agencies) and mobile check deposit (2,000 Advisors)
● Led problem solving sessions for team using Lean and Continuous Improvement methodologies
● Relationship Manager for thirteen firms administrating advisors FINRA requirements and regulatory filings

Community Experience

Education

University of Massachusetts, Bachelor of Arts: Political Science - Boston, MA 2004

Other Experience/Awards/Publications