Kristin Lakin

Successfully leading the Phase 2 enhancements for the Engage Calendar and Entity Management System integration within the client engagement delivery ecosystem. Facilitated user story creation, managed project timeline, change management communications and training, and QA and end user testing. Currently leading AI and Innovation efforts for the Tax Service line. • Led all requirements and wireframing sessions with Tax, Advisory, Audit, and Legal business stakeholders. • Developed and translated all user story requirements within Azure DevOps to the offshore development team. • Responsible for completing all QA testing, drafting UAT test cases, and managing project timeline and completion of UAT. • Lead daily stand-up calls with offshore development team and Engage (EDD) team. Lead weekly project update calls with business stakeholders from Tax, Advisory, Audit, and Legal • Won Grant Thornton's "And Beyond - With Clients" award in January 2025

Successfully led the Contract Lifecycle Management (CLM) project to completion of Phase I, ensuring adherence to the scheduled timeline and integrations. Facilitated user story creation and conducted Sprint review discussions with the Development Team Lead and business service line leadership for the Entity Management System (EMS - Release I). Collaborated with the Project Manager and Information Security team to gather requirements and achieve testing sign-off for the transition to Google Chronicle. • Requirements and Process Mapping: Led all requirements and process mapping sessions with Service Line contacts and RRLA to establish new technology and business processes, utilizing tools like Visio, Lucid Chart, and Mural for effective journey mapping. • Change Management: Developed and reviewed all Change Management communications, training materials, and job aids for the CLM rollout to service lines and RRLA, ensuring clarity and effectiveness. • UAT Test Case Management: Authored and managed CLM test cases for User Acceptance Testing (UAT) of the Engage integration with Icertis, ensuring thorough testing and validation. • Documentation and User Stories: Drafted and maintained the documentation of all Azure DevOps user stories and translated business requirements into technical specifications for the internal and external dev teams. • Leadership: Led weekly stand-up meetings with participants from Enterprise Architecture, Digital Assembly, and the Engage (EDD) team to discuss integration touchpoints and ongoing work for Entity Management and CLM projects. • Process Flow Drafting: Collaborated with Engage, Engage Calendar, and Entity Management project teams to draft a comprehensive process flow for system integration. • Business Analysis Presentation: Created and presented on Business Analysis and Process Engineering in collaboration with the PMO leader to all GT Enterprise Transformation Summer interns, enhancing their understanding of the discipline.

Led and mentored a team of 4 Project Manager/Business Analysts who manage all strategic business/IT projects. Product ownership and management of all Customer Integration projects including the development of Single Sign On (SSO) for the Adjuster web portal and Claim System Integrations with Guidewire and CoreLogic. Partner in building the IT Strategic Roadmap for all IT work at the organization. • Developed the new business process, all data flows, and automated data file transfers for the newly selected Cash Application Software which allowed for efficiencies in daily processing of payments. 92% of payments are able to be applied to the correct invoice/account by this vendor software. • Led 3 Guidewire custom Claim System Integrations with carriers including the development of business & technical requirements, new business process for integrations, communications, change management, and business training. • Led development of a Guidewire Accelerator for Temporary Housing in 2022. Worked with a Guidewire certified consultant to build the Accelerator to ALE specifications. Responsible for all project meetings, schedule, requirements and testing with the consulting company and Guidewire review team. • Developed the process and data flows for a Single Sign On process for the Adjuster web portal. Implemented 6 carriers onto the SSO protocol in 2022 which allows for increased security by the carriers of access to the web portal. • Developed a bulk billing process to send new invoice files on a weekly basis to 5 carriers which allows for faster bulk payment vs. individual Adjuster payments.

Lead the selection of a new vendor tool for automating the Cash Application Process for Accounting which decreased resource headcount by 1.5 FTEs. Business Analyst responsibilities included the development of a business intake process used throughout the organization. Management of business and IT requirements, project schedules, deployment dates, change management of communications with business partners. • Lead all business mapping meetings and developed process maps for the Hotel Billing process. • Led the vendor selection process of a Cash Application Solution for Accounting • Developed business process, design, and data flows for implementing a new Policyholder App which allowed Insured to view temporary accommodations and request extensions.

Currently leading the rollout of a new vendor tool for Portfolio & Project Management which will be implemented consistently for all of GBIT. Portfolio Manager responsibilities include delivery management of IT projects in the areas of Finance, Claim Intake, Banking, and Managed Care/Vendor Solutions. Oversee governance of data and reporting including hours/dollars spent, deployment dates, and documentation of change orders and communication with business partners. • Lead monthly prioritization meetings of IT requests with supporting Business Area Executives which allows the most critical business objectives to be accomplished first. • Led and implemented the updated process documentation and end user training of consistent project governance for all GBIT, which allowed GB to create consistent guidance to project managers and reporting to leadership. • Developed and led the vendor selection process for a case management solution for the GB Account Management Services team. Including vendor research, demonstrations, development of executive recommendation and business case.

Overall scope of responsibility includes management of the cost benefit analysis (CBA) process for the entire business strategic portfolio; create/distribute a monthly dashboard report to executive leadership. Specifically manage an IT Portfolio budget monthly including reporting of work and funding asks to executive leadership. Manage top IT priorities process and disseminate report to leadership for decision making. Selected Achievements: • Delivered customer focused End User Computing (EUC) solutions that enabled leadership to create the Strategic IT plan of work. Executed on deliverables including: development of business requirements, completion of functional testing, development & presentation of enterprise-wide communications, training, reference guides, and support of the tool and business process following roll out. Work was implemented within a decreased SLA of 6 months. • Delivered coded standardized reports in EUC, as well as, developed ad hoc reports and data analysis via Excel to enhance the information delivered to leadership on a daily, monthly, and yearly basis. These reports aided executive leadership in decision making of the yearly IT budget and strategic plan. • Created a .Net end user business strategic portfolio checkbook utilized by 15 team members to input transactions for hourly, non-hourly, and non-labor funding. The checkbook created a simple, automated, and consistent solution to document all funding information across 8 portfolios of work.

Recruited to lead a highly visible enterprise-wide organizational development project to develop a data aggregation and workforce demand reporting solution that analyzed State Farm’s IT workforce skill set and work capacity. Responsibilities included the management of a project plan and 10-member cross-functional team, development of a communication plan and monthly sponsor reports, led requirement gathering sessions, documented business requirements, completed functional testing, led training development and presentations, and facilitated service and support of the system and business process following implementation. • Delivery of the QlikView reporting solution enabled leadership to create a 3 to 5-year strategic workforce demand plan. • Created an on demand dashboard and standard reports to support leadership in funding approval decisions.

Led 1 year project to rollout new sales and service policies and procedure processes for a 100+ sales and service team responsible for Auto, Homeowners, and Renters insurance. Directed licensing activities for a 25-person Service team which allowed Service Reps to become licensed to sell Auto, Homeowners and Renters policies. • Developed and presented training for the 100+ in house contact center representatives. • Supported the process and tooling for 100+ end users, and developed reporting for the contact center following implementation. Pilot resulted in an enhanced standardized customer experience.

Architect and successfully executed multiple enterprise-wide IT projects in Human Resources. Led cross-functional teams to implement business process and vendor configured IT solutions in the areas of HRIS, employment testing, background checks, drug screens and I-9. • Led an applicant experience research effort in which I designed a survey for external applicants to gain data and insight into State Farm’s applicant experience. Developed the data collection process and helped analyze the findings. Drafted and presented overall applicant experience recommendations to executive leadership. • Led the effort to implement a customer service employment screening test within customer service roles. Worked with the assessment vendor on the validation of the assessment, built the business processes, policies and procedures, and training. Supported the test and platform it was delivered on internally and in conjunction with the vendor. • Execution of the work included: management of project timelines and tasks, maintenance of vendor relationships, sponsor reporting, led requirement gathering sessions and development of business requirements, completion of functional testing, creation and presentation of communication and training, creation of reference guides and collaboration tools. • Responsible for training and supporting 200 plus users of the system, wrote business process, HR policy, and maintained vendor relationship after implementation. • Realized results allowed for the recruiting and hiring process to be completed virtually across the United States & Canada, with a decrease in overall time to hire of 5-7 days.

This customer service representative role was housed within the Human Resources Services Center. While in this role, I supported and educated employees and agents with complex company benefits and payroll policy and procedural customer service issues. Responsibilities included: providing counsel to management and employees interpreting HR policy, assisting on assigned projects, resolution of issues within HRIS benefits and payroll system, documentation of issues within a call log.

Within my time at BASA, I trained and coached 4 youth soccer teams. This included developing and facilitating practice sessions and games, drafting communications with the club members, and evaluating players. Responsibilities also included coordination of annual fundraising events including a golf outing, trivia night and silent auction.

During my part-time employment at NASW, I was responsible for creating and facilitating survey research to support the expansion of NASW's membership and resources. Development of a survey and analysis of that information was the main role of this position. The position was a temporary 5-month assignment.