Kori Neill

Drive business transformation by leading cross-functional teams through CRM and software improvement projects. Act as a Product Owner for internal CRM and systems, translating business needs into user stories, acceptance criteria, and agile deliverables. Facilitate sprint planning, standups, and retrospectives while ensuring solutions are tested, documented, and adopted across teams. Known for building strong internal partnerships and delivering practical, scalable results. Key Highlights: - Spearheaded organization-wide CRM enhancement strategy, developing SME capacity in each business unit - Oversaw complete UAT and QA lifecycle for major software releases - Used performance metrics to guide continuous improvement and identify system gaps

Worked directly with clients to deliver tailored software solutions and user-centered website redesigns. Led discovery sessions, gathered detailed business requirements, and created clear documentation for development teams. Supported end-users through change management, training, and implementation support. Key Highlights: - Improved user workflows through stakeholder engagement and feedback sessions - Bridged communication between business and technical teams to deliver actionable solutions

Managed multiple CRM implementation projects from kickoff through go-live. Worked closely with clients to define needs, configure systems, and ensure long-term success. Developed training and onboarding materials while mentoring team members on delivery standards. Key Highlights: - Successfully delivered concurrent software implementations on time and within scope - Built long-term client relationships through responsive support and strategic insight

• Interpreted, designed, and implemented clients visions • Managed projects through deadlines and budgets • Resolved problems based on budget or technology restrictions

Led internal process improvements across customer service, training, and technology systems. Oversaw a major CRM and eLearning platform rollout, developed process documentation, and established KPIs to guide performance. Built and managed a high-performing service team and supported major organizational changes, including a new call center launch. Key Highlights: - Designed and implemented eLearning standards and course architecture - Recruited, trained, and managed a new customer support team from the ground up

Business process management (BPM) strives to find ways to streamline processes, increment sustainable process improvement to optimize business process performance, and make significant cost savings.