Bremen Hentzel

• Owned end-to-end delivery process for Fortune 500 companies as they implemented Guild's education benefits software platform.
• Responsibilities included B2B implementation, scoping, technological requirements gathering, administrative plan creation, oversaw platform construction, and acceptance testing.
• Worked closely with cross-functional teams such as sales, customer success, product development, data/analytics, and customer support to ensure the seamless adoption process and long-term success for our partners.

• Managed a team of Business Process Analysts as part of the Operational Excellence team.
• Project lead for initiatives focused on process improvement, increased associate experience, and overall customer satisfaction.
• Successfully completed several projects with positive results in cost avoidance, productivity improvement, and variance reduction.
• Leveraged change management theory to lead cultural shifts to embrace change and built a positive/constructive work environment.
• Project Lead on a company-wide transformative program that entails the development and execution of product modernization, quote to cash, product framework, commercial framework, process efficiencies, and standard operating procedures.
• Used multiple reporting platforms, Salesforce, Tableau, Cognos, and Power BI for data sharing.

• Managed software implementation team (remote and office based) through the entire adoption process (integration, setup, and training) The team completed an average of 150 plus new installs per quarter.
• Led the project for onsite time reduction by using Lean Six Sigma methods and tools.
• Project resulted in successfully reducing our onsite by 1/3 and increasing our quarterly/annual throughput.
  Created standardized educational techniques to harmonize the customer experience.
• Established baseline metrics for our implementation process and KPI’s for executive, functional, and front-line associates.
  Primary team point of contact for customer escalations, project risks and resolutions.
• Customer engagement conducted remotely and in person.
  Built a culture of team collaboration, open communication, cross functional skill sets, professional growth, and goal-oriented team members.

• Managed a software implementation team through all aspects of integration and training, averaging 230 concurrent software implementation projects.
• Developed dynamic educational materials/tools (print, video, and basic reference) for remote and in- person training experience.
  Identify and solve project risks to ensure project timelines are met and increase the customer’s return to value.
• Extensive customer engagement conducted remotely and in person.
  Collaborator with multiple internal units (product, sales, marketing, support, and development) to coordinate system updates, customer resources, and sales collateral.
• Established standardized metrics to facilitate process improvement efforts, improve client experience, and implement standardized team goals.
• Orchestrated improved team dynamics, and consistency across projects by providing feedback, support skill sets, and coaching team members to improve business acumen.

• Provided education and training for350 employees for national health care provider
• Designed, maintained, and directed national training process Created and produced dynamic instructional training webinars.
• Assisted in the construction and deployment of company standard operating and quality management procedures.
• Functioned as lead support staff for administrative technological support and business analytics.
• Created and produced dynamic instructional training webinars.
• Assisted in the construction and deployment of company standard operating and quality management procedures.
• Functioned as lead support staff for administrative technological support and business analytics.

Leads implementation team (product onboarding, network, and hardware production) for national Point of Sale (POS) application (ChargeSavvy).
Oversees implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand
Project lead for standardized estimate generation, project scope determination, solution design, implementation timelines, customer communication, and SLA's to scale for growth.
Reduced cycle time by 25% with revised standardized implementation timeline
Strategic partner to sales, product, and marketing as company prepares to enter new market verticals
Enhanced onboarding resources and training materials for both in-person and virtual implementations