Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

SuJean Lacy

Forney,TX

Summary

Experienced Consultant with track record of success across wide range of industries with over 30 years of Business and Sales Operations. 5x Salesforce certification. Engaged on more than 70 Salesforce implementations at over 30 different customers. Effective advisor communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes. Skilled at analyzing process, suggesting business process improvements, heavy focus on simplification and scalability. Experienced in all aspects of business operations, strategy and finance.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Consultant

Self-Employed
01.2020 - Current
  • Managed client relationships through regular check-ins and updates on project progress.
  • Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
  • Mentored junior consultants, fostering professional growth and building strong team dynamics.
  • Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
  • Enhanced communication among team members, fostering a collaborative and supportive work environment.
  • Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
  • Implemented best practices to optimize clients'' organizational performance, leading to improved operational efficiency.
  • Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
  • Facilitated workshops with stakeholder groups to gain consensus on priorities and approaches for tackling identified issues or opportunities.
  • Aligned closely with business owners and employees to gather information and gain operational insight.
  • Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
  • Created and developed detailed work plans to meet business priorities and deadlines.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Advised clients on change management strategies to ensure smooth transitions during periods of organizational transformation.
  • Developed innovative strategies for clients, resulting in increased revenue and business growth.
  • Organized and analyzed primary and secondary research to understand industry, market and company trends.
  • Onboarded and managed new client accounts to boost retention rates.
  • Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
  • Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Collaborated with teams to define, strategize, and implement marketing and web strategies.
  • Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
  • Supported clients with business analysis, documentation, and data modeling.

Director of Technology Solutions

Simplicity Group Holdings
03.2021 - 05.2022
  • Influenced the executives to realize the value and adopt Salesforce Financial Service Cloud, Marketing Cloud, Salesforce Inbox and popular appexchange products such as Skience and Copado
  • Increased advisor productivity, Opportunity close rates and size, prevented Lead drop-offs during handoff, resulting in 183M of additional asset inflow.
  • Oversaw product pipeline development, reducing production times by [Number]%.
  • Managed vendor relationships, ensuring timely delivery of products and services at competitive costs.
  • Served as primary decision-maker for internal technology spending, creating budget guidelines to reduce waste and decrease unnecessary upgrades.
  • Reduced infrastructure expenses by migrating to cloud-based solutions and consolidating systems.
  • Spearheaded digital transformation projects, modernizing legacy systems for increased functionality and scalability.
  • Directed timely resolution of technical issues through efficient helpdesk management, minimizing downtime for endusers.
  • Led a cross-functional team for successful IT project completion, improving overall efficiency.
  • Evaluated emerging technologies for potential integration into existing infrastructure, staying ahead of industry trends and advancements.
  • Negotiated contracts with external vendors for optimal pricing on essential hardware/software purchases.
  • Oversaw the development of user-friendly applications, improving employee engagement and satisfaction with technology tools.
  • Collaborated with key stakeholders to define technology requirements and deliver customized solutions.
  • Led offshore development teams via telepresence, managing diverse personnel across varying levels of technical expertise.
  • Complied with stringent regulatory standards for data handling.
  • Developed strategic technology plans to align with company goals and drive business growth.
  • Created internal product development roadmaps for technological solutions in [Type] industry.
  • Supported creation of client and business partner relationships through careful collaboration and networking efforts.
  • Championed continuous improvement initiatives, driving process optimization and cost savings in technology operations.
  • Streamlined IT processes through automation, enhancing productivity across the organization.
  • Established metrics-driven performance monitoring systems to track progress against objectives and inform decision-making processes.
  • Supported organizational growth through scalable infrastructure design.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.

Senior Delivery Consultant

ShellBlack.com, LLC
05.2017 - 03.2021
  • Developed system architecture for enterprise grade solutions, majorly using Salesforce to meet customer needs for the Sales and Services organization
  • Frequently worked with C-Level executives and business stakeholders in making decisions around Buy vs Build, short/long term strategic roadmap, transition plans, suggesting industry best practices
  • Engaged with Pre-Sales team in providing technical assistance on RFPs and making customer presentations to close out deals
  • Developed comprehensive documentation for solution design specifications, ensuring clear communication between stakeholders at all stages of project lifecycle.
  • Developed and delivered technical training designed to enable and educate [Type] software implementation partners.
  • Supervised deployments and provided troubleshooting and user support.
  • Managed project planning, resource allocation, scope, schedule, status and documentation.
  • Conducted technical workshops and education sessions for customers and [Type] teams.
  • Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
  • Conducted research to evaluate systems design and process efficiency.
  • Managed project scope, schedule, status and documentation.
  • Worked with clients post-implementation on user testing, debugging, support and maintenance.
  • Communicated with partners and clients to update product and implementation status at technical or functional level.
  • Created and implemented innovative business solutions to support corporate objectives.
  • Presented roadmap and technology infrastructure to customers, demonstrating deep familiarity with APIs, platform infrastructure, security and integration capabilities.
  • Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
  • Conducted post-sale requirements gathering, analysis and documentation.
  • Provided support during customer implementations and applied industry best practices.
  • Set up and installed software on both [Type] and [Type] platforms.
  • Installed, integrated and deployed [Software] product in client environments.
  • Managed and delivered advanced customization and configuration for [Type] solutions.
  • Collaborated with developers on creating user-friendly interfaces that simplified complex workflows within custom-built solutions.
  • Maximized system performance by conducting thorough testing and troubleshooting to identify areas for improvement.
  • Enhanced customer satisfaction by collaborating closely with stakeholders to define business requirements and translate them into technical solutions.
  • Optimized resource allocation across multiple projects by utilizing advanced project management tools and techniques for more efficient scheduling and task prioritization.
  • Delivered high-quality solutions on time and within budget through diligent adherence to project scope, timelines, and resource constraints.
  • Spearheaded the migration of legacy systems to modernized architecture, reducing operational expenses while increasing overall functionality.
  • Accelerated project delivery with effective management of cross-functional teams, adhering to agile methodologies and best practices.
  • Streamlined business processes through the development and implementation of customized software applications tailored to client needs.
  • Managed end-to-end software development life-cycle, from initial requirements gathering to post-implementation support and maintenance.
  • Leveraged cloud technologies to optimize costs, improve scalability, and facilitate seamless integration across platforms.
  • Facilitated seamless communication between technical teams and non-technical stakeholders by effectively translating complex concepts into understandable terms for all parties involved in projects.
  • Improved solution efficiency by designing and implementing scalable architectures for enterprise clients.
  • Provided technical leadership and mentoring for junior team members, fostering a supportive learning environment that promoted skill development and career growth.
  • Participated in system development life cycle from requirements analysis through system implementation.

Business Operations Manager

Aptitude, LLC
11.2013 - 08.2017
  • Worked in multiple different roles such as Release Architect, Data Migration Lead, Integration Architect and Technical Lead. This helped me gain 360 degree work experience in various tracks of solution development
  • Experience working in various technologies such as Javascript, Apex, Visualforce, Talend, Informatica, Rest and SOAP web services.
  • Implemented escalation procedures to effectively handle time-sensitive issues.
  • Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
  • Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
  • Designed comprehensive training programs to enhance employee skills and boost overall performance.
  • Maximized revenue generation through effective sales strategies and market analysis insights.
  • Spearheaded change management initiatives to successfully integrate new processes or technologies into existing operations.
  • Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.
  • Championed a continuous improvement culture by encouraging innovation and proactive problem-solving among team members.
  • Developed strategic partnerships with key stakeholders, fostering collaboration and driving growth.
  • Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
  • Facilitated seamless communication between departments to foster collaboration on shared objectives.
  • Streamlined business processes by analyzing current procedures and implementing necessary improvements.
  • Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decision-making.
  • Increased overall efficiency by automating repetitive tasks and optimizing workflow.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Senior Operations Manager

First American Title Company
02.2012 - 05.2013
  • Worked in multiple different roles such as Salesforce Developer and Release Manager
  • Experience developing in Apex, visualforce and performing Ant based deployments using salesforce metadata API.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Improved operational efficiency by streamlining processes and implementing innovative strategies.
  • Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.
  • Oversaw staff and sub-contractor performance review assessments.
  • Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
  • Allocated resources to planned programs according to business objectives.
  • Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
  • Effectively managed departmental budgets, identifying opportunities for cost reduction and resource optimization.
  • Spearheaded process improvements to reduce errors and increase overall quality in operations management.
  • Managed employee-related issues encompassing labor, turnover and diversity.
  • Provided leadership for continual management and employee training initiatives.
  • Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Director of Business Operations

Express Financial Services
07.2008 - 01.2012
  • Worked on performance initiatives to optimize informatica, oracle queries for large volume data. Achieved performance improvements by reducing execution time by 70%
  • Worked actively on reducing case inflows of knows issues by implementing automated self correcting processes. Achieved 80% reduction in inflow cases
  • Established clear performance metrics for employees at various levels within the organization, driving accountability and excellence across all functions.
  • Championed ongoing professional development for team members by providing access to training opportunities and fostering a culture of continuous improvement.
  • Evaluated potential acquisition targets by conducting rigorous due diligence processes, ultimately supporting company expansion goals.
  • Served as a key liaison between executive leadership and team members, fostering open communication channels and addressing concerns promptly.
  • Implemented a comprehensive performance management system, improving employee productivity and satisfaction levels.
  • Ensured regulatory compliance across all aspects of the business operations by staying up-to-date with relevant legal requirements and industry standards.
  • Increased overall business efficiency by streamlining operational processes and implementing cost-saving measures.
  • Oversaw financial planning and budgeting processes, ensuring optimal allocation of resources while minimizing expenses.
  • Championed process improvement initiatives that led to significant cost reductions and improved service quality for customers.
  • Led efforts to identify potential risks within business operations, developing contingency plans to minimize disruptions and ensure continuity.
  • Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
  • Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
  • Trained new hires, providing information, and insight into corporate policies and procedures.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reported issues to higher management with great detail.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Education

Associate of Arts - Business Management

Case Western Reserve University
Cleveland, OH

Bachelor of Arts - Psychology

University of South Florida
Tampa, FL

Skills

Banking

Credit Union

Education

Financial Services

Healthcare

Insurance

Mortgage & Title Services

Wealth & Asset Mgmt

Certification

  • Administrator
  • Experience Cloud Consultant
  • Education Cloud Consultant
  • Sales Cloud Consultant
  • Business Analyst

Accomplishments

    US Rowing Referee

  • Referee for US Rowing sanctioned Regattas

    • Meals on Wheels

  • Deliver meals to scheduled clients on a weekly basis

Timeline

Director of Technology Solutions

Simplicity Group Holdings
03.2021 - 05.2022

Consultant

Self-Employed
01.2020 - Current

Senior Delivery Consultant

ShellBlack.com, LLC
05.2017 - 03.2021

Business Operations Manager

Aptitude, LLC
11.2013 - 08.2017

Senior Operations Manager

First American Title Company
02.2012 - 05.2013

Director of Business Operations

Express Financial Services
07.2008 - 01.2012

Associate of Arts - Business Management

Case Western Reserve University

Bachelor of Arts - Psychology

University of South Florida

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SuJean Lacy