Bremen Hentzel
Plainfield,IL
Summary
Dynamic Client Delivery Manager with a proven track record at Esko, adept in project leadership and cross-functional collaboration. Achieved $1.35M in team revenue while enhancing process improvements and client relationships. Expert in Agile methodology, fostering high-performance teams, and driving successful software implementations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Client Delivery Manager
Esko
Wood Dale, IL
05.2024 - Current
- Collaborated with cross-functional teams to ensure timely delivery of services according to customer requirements.
- Translated business objectives to align technology and business strategy.
- Developed team environment to support engagement and high performance.
- Coached delivery teams to take accountability for delivery, risk and issue management.
- Organized and managed client projects from inception to completion, ensuring quality assurance standards were met.
- Managed performance issues with delivery team members.
- Total Team revenue since May 2024: $1,350,745
SENIOR IMPLEMENTATION MANAGER
Ryvyl
Chicago Heights, Illinois
10.2023 - 05.2024
- Directed implementation team for national Point of Sale application, ChargeSavvy.
- Oversaw lifecycle processes aligned with organizational needs and regulatory standards.
- Led project scope determination, solution design, and customer communication for standardized estimates.
- Reduced cycle time by 25% through revised implementation timelines.
- Collaborated with sales, product, and marketing teams to facilitate entry into new verticals.
- Enhanced onboarding resources and training materials for in-person and virtual implementations.
IMPLEMENTATION DELIVERY DIRECTOR
Guild Education
Denver, CO
04.2022 - 05.2023
- Spearheaded end-to-end onboarding for Fortune 500 companies onto Guild's education benefits platform.
- Conducted B2B implementation, scoping, and technological requirements gathering.
- Created administrative plans and managed projects for platform construction and acceptance testing.
- Collaborated with cross-functional teams to ensure seamless partner adoption and success.
- Executed two prominent implementations for finance and healthcare sectors, expanding platform access to 44,000 new students.
- Led proof of concept implementation that improved processes and streamlined launch efficiencies.
- Demonstrated new implementation model, reducing staffing needs and accelerating go-live timelines.
- Achieved estimated implementation cost savings of 25-30% through optimized strategies.
MANAGER BUSINESS OPERATIONS/REPORTING
CDK Global
Hoffman Estates, IL
12.2020 - 04.2022
- Led Operational Excellence unit, managing team of Business Process Analysts.
- Directed projects enhancing process improvement, associate experience, and customer satisfaction.
- Achieved significant cost avoidance and productivity gains through multiple successful initiatives.
- Applied change management theory to foster cultural shifts towards a constructive work environment.
- Spearheaded company-wide program for product modernization and enhanced operational frameworks.
- Utilized Salesforce, Tableau, Cognos, and Power BI for effective data sharing.
- Executed standard operating procedures to improve process efficiencies across departments.
IMPLEMENTATION MANAGER
CDK Global
Hoffman Estates, IL
06.2018 - 12.2020
- Managed implementation team to optimize onboarding processes, averaging 150 installations quarterly.
- Utilized Lean Six Sigma methods to reduce onsite time by one-third, enhancing throughput.
- Established baseline metrics and KPIs for implementation processes across all organizational levels.
- Created standardized educational techniques to ensure consistent customer experiences.
- Served as primary point of contact for customer escalations, project risks, and resolutions.
- Facilitated customer engagement through both in-person and remote interactions.
- Fostered a collaborative team culture focused on open communication and professional development.
IMPLEMENTATION MANAGER
Watermark
La Grange, IL
12.2013 - 06.2018
- Managed software implementation team across integration and training for 230 concurrent projects.
- Developed educational materials and tools for remote and in-person training sessions.
- Identified project risks, ensuring adherence to timelines and enhancing customer value.
- Conducted extensive customer engagement through remote and in-person interactions.
- Collaborated with internal teams to coordinate system updates, resources, and sales materials.
- Established standardized metrics to drive process improvements and enhance client experience.
- Orchestrated improved team dynamics by providing feedback and coaching on skill development.
EDUCATION AND QUALITY SPECIALIST
VITAS Innovative Hospice
08.2001 - 09.2013
- 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 documentation and deployment of company standard operating and quality management procedures.
- Functioned as lead support staff for administrative technological support and business analytics.
Education
M.A - History
Loyola University of Chicago
Chicago, ILB.S - History
ILLINOIS STATE UNIVERSITY
Normal, ILSkills
- Project Leadership
- Scope Management
- Requirements Gathering
- Agile Methodology
- Cost Control
- Software Implementation
- User Acceptance Testing
- Solution Design
- Business Process Mapping
- Risk assessment
- Team building
- Process improvement
- Change management
- Cross-functional collaboration
- Performance management
- Client relationship management
Certification
- Artificial Intelligence: Implications for Business Strategy (MIT Sloan School of Management)
Timeline
Client Delivery Manager
Esko
05.2024 - Current
SENIOR IMPLEMENTATION MANAGER
Ryvyl
10.2023 - 05.2024
IMPLEMENTATION DELIVERY DIRECTOR
Guild Education
04.2022 - 05.2023
MANAGER BUSINESS OPERATIONS/REPORTING
CDK Global
12.2020 - 04.2022
IMPLEMENTATION MANAGER
CDK Global
06.2018 - 12.2020
IMPLEMENTATION MANAGER
Watermark
12.2013 - 06.2018
EDUCATION AND QUALITY SPECIALIST
VITAS Innovative Hospice
08.2001 - 09.2013
M.A - History
Loyola University of Chicago
B.S - History
ILLINOIS STATE UNIVERSITY
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