Amanda Hinski, MBA, PMP

• Leading (for the 3rd time) a post-acquisition business integration of 2 global, supply chain risk management companies
• Create a fit-for-purpose executional discipline, employing agile program management best practices that can be easily adopted by contributors with varying degrees of project and program management experience
• Manage executive stakeholders' expectations and understanding of the integration to ensure alignment and a spirit of "disagree and commit" among the 9 members of the ELT
• Deploy effective and innovative change management practices to reduce employee overwhelm and confusion during a period of rapid transformation in the form of regular Town Halls, information sessions, software trainings, CEO newsletters, et al.
• Develop and maintain a program management governance structure to ensure accurate and informative reporting is delivered to executive leadership and the Board of Directors regarding the progress and risks of the integration program
• Lead a team of program managers, project managers, and change managers who oversee components of the integration as well as other strategic initiatives sponsored by the Office of the CEO

• Earned this role despite having minimal background in customer support, but rather as a result of an acute ability to transform global teams and operations to achieve KPIs at scale, reduce inefficiencies, and improve morale and retention
• Led Veriforce's Customer Operations during a global post-acquisition integration, leading to a successful private equity exit (Thoma Bravo to Apax Partners)
• Facilitated international (UK) business integration of a newly re-organized Customer Experience team
  -Launched multiple automation programs to increase efficiency by an average of 40% (Einstein chat bot, UiPath RPA, et al)
• Led a team of 60+ global, multi-lingual customer support representatives, who were supervised by four managers and directors across Canada, the US, the UK, and South Africa
• Launched a rigorous practice of transparent communication and best practices in change management in order to retain top talent and rapidly create critically necessary transformation among a previously underperforming team
• Collaborated with sales and customer success leaders to develop premium support and service delivery packages for 30+ high-value clients, including several blue chip brands (Coca-Cola, General Electric, Berkshire Hathaway, et al), to guarantee world class customer experience for an unmatched competitive advantage in our industry
• Redesigned Veriforce's global customer experience operations to improve SLAs, decreasing wait times by 96% (15 minutes to 36 seconds on average), improving CSAT scores by 51% (from 65% to 98% satisfaction), and decreasing inbound volume at scale through pro-active educational campaigns and open dialogue with the Product Team
• Built a culture of data-driven performance, whereby employees take ownership of their KPIs through individual Salesforce dashboards and data-backed, custom coaching and training
• Spearheaded a Learning and Development Program for Veriforce's ops organization, resulting in multiple certification programs for employees to increase performance, retention, and internal mobility
• As the right-hand to Veriforce's Chief of Staff and SVP of Operations, led multiple facets of cross-functional collaboration and alignment, including owning and facilitating monthly senior leadership meetings, monthly all hands meetings for the operations organization, and contributing to the agenda and content for quarterly executive offsite meetings

• Identified and drove programs that promote scale, automation, and efficiency, prioritizing opportunities to maintain and grow Veriforce’s aggressive margins, EBITDA, and top line growth. This included: Zuora CPQ implementation (automated subscription billing), UiPath RPA (20+ processes), and launching a new call center IVR and chatbot solution
• Stood up a PMO that manages, tracks and reports all facets of strategic, cross-functional projects and programs to improve the overall executional discipline and collaborative structure across the company
• Employed systems thinking and servant leadership to support and enable transformative initiatives that align business processes to corporate objectives
• Led and coached program and project managers in the PMO to emphasize accountability and relentless prioritization, while keeping documentation and process at the minimum level needed for maximum efficiency.
• Developed executive reporting frameworks to ensure executive stakeholders, the CEO, and the BOD are well informed of the progress and risks of the programs in the PMO's portfolio
• Managed post-acquisition business integrations and facilitated the launch of new business strategies to drive revenue acceleration, increasing YoY EBITDA performance by 22%
• Led cross-functional teams to move significant, transformative business initiatives across the finish line to mature and elevate the company profile

• Stood up a PMO in a rapidly growing company that seeks to execute and accomplish an impressive portfolio of complex, cross-functional, strategic programs and projects
• Managed a multi-year automation project sponsored by the finance team that requires collaboration from execs, engineers, third-party vendors, and consultants
• Bring an in-flight, post-acquisition business integration to completion - included identifying and executing on acquisition synergies, product and customer migration, a re-brand project, et al.
• Supported various teams and organizations within the company in their project management efforts, providing guidance, resources, and customized consultation on processes and modes of operating
• Championed and executed on the necessary tasks to drive corporate objectives throughout the enterprise

• Led Frost Valley's brand, marketing, and human resource efforts through a collaborative and data-driven approach to partnership
• Served as a national brand expert to YUSA and other Ys
• Provided project management and planning expertise to national and international Y events & conferences, as an annual speaker & presenter
• Capitalized on customer insight data to increase revenue through customer expansion
• Drove new revenue growth through data-driven marketing, advertising, and PR campaigns
• Drove earned revenue through engaging & leveraging customer success stories
• Pioneered a new corporate sponsorship program
• Developed the messaging strategy for a 2019 national Y marketing campaign
• Oversaw successful consultations with 55+ YMCA camps on topics like marketing, program, finance, risk management, HR, etc. (Service Delivery Network)
• Elevated brand awareness through integrated marketing and PR campaigns
• Identified target markets based on key differentiators such as pricing, geographies, and program attributes

• Promoted to serve as Frost Valley's first Chief Marketing Officer - a position within the executive management team
• Owned overall new-revenue initiatives
• Drove PR and awareness campaigns
• Partnered with YUSA to advise and consult with regional YMCAs on various functional area (finance, marketing, project management, and customer engagement)
• Instituted a new project management system to streamline staff's completion of over 500 mid-sized to large-scale marketing initiatives annually
• Achieved record-level revenue in first year as CMO
• Co-developed the organization’s new 5-year strategic plan
• Consulted with the YMCA of Kosovo as part of an international YMCA cooperative

• Grew email marketing list 52% in 3 years, maintaining above industry avg. KPIs
• Earned a $40k/month Google AdWords Grant for Frost Valley YMCA
• Directed and oversaw a substantial website overhaul
• Launched a CRM, increasing data accuracy & conversion accountability
• Earned Frost Valley the largest social media following of any YMCA worldwide
• Successfully completed Frost Valley’s National Brand Review
• Directed the creation of award-winning social media marketing strategy and content
• Led Marketing & Communications leadership (and their staff) & contractors
• Negotiated rates with advertisers in the NY DMA
• Strategized the distribution of all print collateral including direct mail distribution
• Managed over a dozen marketing and creative contractors

Early in my career, I worked in education, and later used my bachelor's degree in writing to transition to various roles in local journalism, content writing, and eventually marketing, PR, and communications with one of the largest YMCAs in the world. More detail about these junior roles and my rapid progression through the ranks can be found on my LinkedIn profile: linkedin.com/in/amandahinski/