COMPETENCIES

• Institutional Client Relationship Management: Expertise in managing high-value institutional client accounts, ensuring seamless onboarding, efficient service utilization, and long-term satisfaction through personalized support.
• Account Management & Customer Success: Proficient in handling complex client portfolios, proactively identifying client needs, upselling relevant services, and mitigating potential issues to enhance overall experience.
• Digital Asset & Cryptocurrency Expertise: Deep knowledge of blockchain technology, DeFi, and crypto trading strategies, enabling effective guidance for clients on market trends and best practices.
• Risk & Compliance Management: Skilled in identifying regulatory risks, ensuring compliance with financial regulations, and implementing security measures to mitigate fraud and operational threats.
• Product Integration & Workflow Optimization: Adept at integrating institutional clients into digital financial ecosystems, streamlining workflows, and enhancing platform engagement through automation and efficiency improvements.
• Data-Driven Decision Making & Reporting: Experienced in leveraging analytics tools and CRM systems to generate actionable insights, track performance metrics, and inform strategic decisions.
• CRM & Business Tools: Proficient in Salesforce, HubSpot, QuickBooks, and Mindbody Online to manage client interactions, financial transactions, and business intelligence reporting.
• Project Management & Strategic Execution: Proven ability to lead end-to-end project lifecycles, from scoping and planning to execution and delivery, ensuring alignment with business goals, timely completion, and stakeholder satisfaction using Agile/Scrum and Traditional/Waterfall methodologies.

PROFESSIONAL EXPERIENCE

Director, Project Management | JumpFi Consulting | 2023 – Present

• Spearheaded onboarding of 10+ institutional clients, reducing integration time by 30% through process automation and cross-functional coordination.
• Delivered tailored crypto-based financial solutions by conducting client risk analyses and ensuring compliance with evolving DeFi regulations.
• Collaborated with Compliance, Product, and Engineering teams to implement blockchain workflows that improved client satisfaction scores by 20%.
• Utilized Jira, Salesforce, and Notion to track KPIs, coordinate sprints, and report project outcomes to leadership.

Executive Director | North Fulton School of Music | 2016 – 2023

• Oversaw 600+ client accounts, driving retention and cross-sell efforts that contributed to a 40% revenue increase and successful 3x ROI exit.
• Implemented CRM-based performance tracking and marketing automation to improve lead conversion by 25%.
• Managed team performance, budget forecasting, and strategic planning to position the company for acquisition.
• Led the end-to-end project management for launching two new studio locations, overseeing site selection, budgeting, staffing, and operational rollout—delivered both projects on time and within budget, expanding client capacity by 30%

Director of Operations | Peggy Still School of Music | 2007 – 2016

• Directed operations across 3 locations, managing 30+ staff and serving 400+ clients while standardizing procedures to enhance delivery and growth.
• Streamlined payroll and billing systems, reducing monthly admin hours by 40+ and cutting payroll costs by 15%.
• Led initiatives such as website overhaul, CRM optimization, and a recording studio launch, completing projects on-time and under budget.

EDUCATION

• MBA | Master of Business Administration – IT Management | Western Governors University – Salt Lake City, UT
• BSBA | Bachelor of Science Business Administration – IT Management | Western Governors University – Salt Lake City, UT
• BA | Bachelor of Arts – Psychology  | Emory University – Atlanta, GA

CERTIFICATIONS

• PMP | Project Management Professional – Project Management Institute (PMI)
• CAPM | Certified Associate of Project Management – Project Management Institute (PMI)
• ITILv4 | Information Technology Infrastructure Library Foundation – Axelos
• CSM | Certified Scrum Master – Scrum Alliance
• CSPO | Certified Scrum Product Owner – Scrum Alliance

TECHNICAL & TOOLS PROFICIENCY

Jira, Monday.com, Trello, Asana, Confluence, Salesforce, Notion, HubSpot, QuickBooks, Mindbody Online, MS Teams, Microsoft Office, MS Excel, MS Word, MS PowerPoint, Slack, Zoom, Google Workspace, Google Meet, Digital Asset Management Systems, Project Management Information Systems