Hi, I’m
Joel Cajigas
Solon,OH
Summary
Driven Director with several years of comprehensive experience overseeing daily operations of company or organization. Hardworking and adaptable professional well-versed in executing business strategies, preparing and implementing business plans and overseeing financial performance. Thorough knowledge of market changes and trends paired with strong grasp of program management methodologies to ensure delivery of top quality products and services.
Overview
19
years of professional experience
1
Certification
Work History
Ad Victoriam SolutionsAlpharetta, GA
Director of Managed Services
11.2021 - Current
Job overview
- Met our Gross Margin Target goal every week for our first year.
- Collaborated with senior leadership to set long-term objectives for the company.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Managed budgeting and financial planning processes for the organization.
- Identified opportunities for improvement in operational performance and utilization targets.
- Reviewed internal reports and identified areas of risk or potential cost savings that matched our market ebbs and flows.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Monitored market conditions and competitor activities to inform business decisions.
- Implemented a Tiered Selling program to better serve our customer base and reduce staffing burden.
- Introduced IT Governance Plans into our Salesforce Managed Services to enable processes that served our varied customer portfolio.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Partnered with staff to create professional development plans to support personal and business growth.
Ad Victoriam SolutionsAlpharetta, GA
Customer Experience Manager
03.2020 - 10.2021
Job overview
- Created and implemented a Project Success Index to track project risk factors throughout the lifecycle of our engagements.
- Met Sales Targets, specifically in the Managed Service areas to keep our revenue consistent during COVID.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Monitored customer service performance metrics and created reports for senior management review.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Implemented new technologies to streamline processes related to the customer experience journey.
Ad Victoriam SolutionsAlpharetta, GA
Senior Project Manager
05.2018 - 02.2020
Job overview
- Rescued 4 projects from being Salesforce Red Accounts, got them back on track, and made them billable.
- Managed project scope, timeline and budget in alignment with customer objectives.
- Developed comprehensive project plans to be shared with stakeholders.
- Coordinated resources across multiple departments and teams to ensure successful completion of projects.
- Liaised between senior management, project team members and clients to ensure effective communication throughout the duration of the project.
- Identified potential risks associated with projects and developed mitigation strategies.
HSA BankMilwaukee, WI
Project Manager
01.2017 - 05.2018
Job overview
- Planned and executed new portfolio management process with supporting tools so projects could be tracked and rolled up to portfolio level
- Organized and monitored multiple key operational processes during peak season to ensure transactions completed successfully in a limited timeframe
- Conducted analysis to address lack of SLM process which led to initiation of integration project between Salesforce and ServiceNow.
Franklin American Mortgage CompanyFranklin, TN
Project Manager
01.2013 - 12.2016
Job overview
- Effectively controlled the launch of Salesforce CRM Integration for multiple business channels that shared project hours and vendor resources
- Planned and executed a Service Oriented Architecture website redesign prototype in AWS that became the model for all future services
- Provided team member coaching during organizational transitions, platform migrations and methodology shifts
- Successfully led key projects during TRID transition which resulted in the company's ability to be 'TRID Compliant' on time.
Franklin American Mortgage CompanyFranklin, TN
Project Coordinator
09.2011 - 12.2012
Job overview
- Successfully introduced Agile/Scrum process with story points and sprints in order to manage a new proprietary web-based imaging viewer
- Conducted analysis to address lack of QA Automation process which led to a defined workflow for QA Automation Tasks in JIRA and 40% increase in turnaround time.
Wells Fargo Bank NARochester, MN
Personal Banker
11.2010 - 07.2011
Job overview
- Responsible for identifying and securing new business to the bank including DDA accounts, credit opportunities and investments
- Assisted bank customers with DDA account maintenance and financial questions
- Worked with Loan officers to identify potential mortgage candidates and route them accordingly.
MediRec LLCSan Juan, PR
Project Manager
08.2010 - 10.2010
Job overview
- Successfully led Meaningful Use Certification for Proprietary EHR System by breaking down the work necessary to complete certification, creating a proper QA and UAT Plan, casting a project schedule and performing certification test as power user.
MediRec LLCSan Juan, PR
Business Development Director
09.2009 - 07.2010
Job overview
- Conducted market research and created a business plan to expand sales efforts from Puerto Rico to Orlando, Florida.
- Initiated the plan and execution of the Puerto Rico HL7 Chapter.
- Negotiated a program to pilot patient health information exchange between Puerto Rico, the Dominican Republic, and Florida.
MediRec LLCSan Juan, PR
Operations Director
07.2008 - 08.2009
Job overview
- Effectively led operations team of 20 people that included Customer Support and Development
- Implemented SDLC principles and process including code reviews, QA Testing and validation and branch management
- Successfully implemented Agile methodology which led to improved team performance, identified our development output capacity and reduced waste
- Monitored the roll out of virtual desktop support tools to reduce operational costs by 60%
- Adopted project management principles to effectively manage over 40 EHR implementations in a calendar year.
MediRec LLCSan Juan, PR
CRM Director
06.2007 - 07.2008
Job overview
- Reduced sales lifecycle from 120 days to 21 days for small physician offices
- Identified physician groups as potential large sales opportunities and secured our first group of over 10 physicians
- Implemented CRM Principles and rolled out Microsoft CRM 2003
- Led a team of 10 sales representatives and increased our overall sales by 45% from previous year.
MediRec LLCSan Juan, PR
Customer Support Specialist
12.2005 - 05.2007
Job overview
- Implemented FAQ and interactive product demo files to reduce call volume by 15%.
- Created and maintained demo inventory and training manuals.
- Provided phone support to system users, logged bug and research tickets.
Education
Universidad de Puerto Rico - Mayagüez, Mayagüez, Mayagüez, Puerto Rico
Bachelor of Science: Physical Education with Concentration in Coaching
01.2007
Skills
- Operations Management
- Program Management
- Strategic Planning
- IT Governance
- Change Management
- Project Management
- Information Technology Management
- Budget Control
- Story pitching
- Charismatic Leader
- People Management
- Project Methodology (Agile/Scrum, Kanban, Waterfall, ITIL)
- Cross-functional team management
Certification
- 2x Salesforce Certified
- HL7 CDA Specialist
- PMI PMP Certification
- ITIL Foundation Certification
Accomplishments
- Grew our Business Unit's revenue share from 25% to 41% in the first 12 months.
- Supervised team of 32 staff members.
- Performed over our established Gross Margin Target for 2 years in a row.
- Implemented a Tiered Selling Model to support multiple customer profiles.
- Maintained a 91% customer retention rate over a 24 month period.
- Established an exciting team culture where the Managed Services team was seen as a equal of the Professional Services Teams.
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balanceFlexible work hoursWork from home optionPaid time off401k matchSimilar Profiles
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