I lead end-to-end CRM implementations and customer onboarding—aligning stakeholders, configuring platforms,
delivering integrations, managing data migration, and driving adoption from discovery through go-live and hypercare.
Implementation-focused CRM leader with 15+ years delivering enterprise and SaaS solutions across real estate,
financial services, insurance, automotive, and membership organizations. Known for translating business needs into
CRM configuration, integration requirements, data mapping, UAT strategy, training enablement, and go-live readiness.
I manage cross-functional delivery—business + engineering + vendors—ensuring requirements are actionable,
integrations are validated, data is reliable, and users are enabled for adoption.
Diagnosed orphaned import files, validated mapping, and trained teams to resolve common FTP failures before escalation.
Situation: Imports required scrubbing/linking; orphan files caused rework and delays.
Task: Identify gaps, research orphan folder behavior, correct and train users.
Action: Used SQL + system folders to pinpoint failures; tested end-to-end; validated mapping.
Result: Fewer orphan files; better recovery workflow; improved uptime and support speed.
Built FTP Upload User Interface
The Stonehill Group • Role: BA / UI Support
HTML/CSSUXBranding
Impact: Improved usability and brand consistency for FTP workflows; reduced user confusion.
Created a branded landing page and integrated it into the application menu to make FTP uploads more intuitive for users.
Situation: FTP upload site lacked branding and clear navigation.
Task: Build landing page, integrate FTP function, test, and add to menus.
Action: Built page in HTML/CSS/JS; coordinated with dev team; trained customer.
Result: Cleaner UX with consistent look/feel and easier workflow guidance.
Contract Creator (Tenant Approval Workflow)
FirstKey Homes • Role: BA / Integration Analyst
CRM/ERP IntegrationUser StoriesTenant Experience
Impact: Streamlined tenant intake and approval via automated integration workflows; improved move-in readiness.
Gathered requirements, mapped as-is/to-be, wrote stories + test scenarios, and coordinated Salesforce/Dynamics integration to improve leasing workflow.
Situation: Contract approvals/down payments/docs needed structured system workflow.
Task: Capture requirements, define system vs. out-of-system steps, write stories/tests.
Action: Facilitated workshops; created process maps; configured screens and mapping.
Result: Faster, more consistent tenant approvals with improved experience.
Application for Acquisition
FirstKey Homes • Role: BA / Integration Analyst
AcquisitionsSalesforce/DynamicsRapid Delivery
Impact: Delivered acquisition intake workflow in a 30-day window; reduced acquisition cycle friction.
Aligned teams and systems to capture purchase requests, deposits, and calculations despite initial vendor unresponsiveness.
Situation: New property acquisition required structured request + compliance path.
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicroservicesIntegrationImplementation
Impact:Improved system stability and reduced implementation risk by clarifying UI/BFF responsibilities and defining integration requirements across loyalty, promotions, and selling services.
Led backlog refinement and implementation planning for POS micro-frontend architecture supporting enterprise retail operations.
Situation: POS architecture required coordinated implementation across UI micro-frontends and backend services.
Task: Define implementation scope, clarify requirements, and coordinate delivery across multiple engineering teams.
Action: Led backlog grooming, clarified UI vs BFF responsibilities, aligned dependencies across Loyalty, Promotions, Selling Services, and APIs.
Result: Improved delivery predictability and reduced implementation risk for enterprise POS deployments.
Credit Screening Wofkflow Implementation
AutoTrader.com • Role: Business Analyst / Implementation Lead
CRMAutomationWorkflow
Impact: Reduced manual credit review effort and accelerated dealer approvals through automated screening workflows.
Designed and implemented automated credit screening workflows to support dealer onboarding and risk evaluation.
Task: Define automated screening workflows and approval processes.
Action: Documented business rules, coordinated development, and supported implementation testing.
Result: Improved onboarding efficiency and reduced manual review workload.
Custom Product Data Services Integration
AutoTrader.com • Role: Business Analyst / Implementation Lead
IntegrationAPICRM
Impact: Enabled delivery of custom data products by integrating external data services into the CRM platform.
Led implementation of data service integrations supporting custom product offerings and customer reporting.
Situation: Custom data products required integration across multiple data providers.
Task: Define integration requirements and coordinate implementation.
Action: Documented APIs, coordinated vendor integration, and supported implementation testing.
Result: Enabled delivery of new data-driven products to enterprise customers.
Buy Here Pay Here Dealer Platform Implementation
AutoTrader.com • Role: Business Analyst / Implementation Lead
CRMOnboardingImplementation
Impact: Expanded dealer adoption by implementing onboarding workflows for Buy Here Pay Here dealer programs.
Supported implementation of dealer onboarding workflows and platform configuration for specialized dealer programs.
Situation: New dealer programs required structured onboarding workflows.
Task: Define onboarding requirements and implementation processes.
Action: Documented workflows, supported configuration, and coordinated testing.
Result: Improved dealer onboarding consistency and adoption.
FTP File Manager Implementation
Stonehill Group • Role: Implementation Lead / Business Analyst
CRMOnboardingImplementation
Impact: Expanded dealer adoption by implementing onboarding workflows for Buy Here Pay Here dealer programs.
Supported implementation of dealer onboarding workflows and platform configuration for specialized dealer programs.
Situation: New dealer programs required structured onboarding workflows.
Task: Define onboarding requirements and implementation processes.
Action: Documented workflows, supported configuration, and coordinated testing.
Result: Improved dealer onboarding consistency and adoption.
Bulk CallTracking Number Provisioning
AutoTrader.com • Role: Business Analyst
AutomationCRMVendor Integration
Impact: Reduced provisioning time by automating bulk CallTracking number creation.
Designed workflows supporting automated provisioning of CallTracking numbers for dealer onboarding.
Situation: Manual number provisioning slowed dealer onboarding.
Task: Design automated provisioning workflows.
Action: Defined system requirements and supported implementation.
Result: Faster onboarding and reduced manual effort.
File Assignment Workflow Automation
Stonehill Group • Role: Implementation Lead
AutomationWorkflowProcess
Impact: Improved processing efficiency through automated assignment workflows.
Implemented workflow automation for assigning operational files to processing teams.
Situation: Manual assignment created delays and inconsistencies.
Task: Design automated assignment workflows.
Action: Defined business rules and supported implementation.
Result: Improved processing speed and consistency.
Multiple Active Prices Display
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFPricing
Impact: Delivered a clear, intuitive multi-price selection experience and improved cashier speed/accuracy during complex pricing scenarios.
Early cross-team alignment avoids mid-cycle churn; defining UX rules early prevents rework across POS/BFF and downstream services.
Situation: Within the POS/BFF layer, the system needed the ability to display and select between multiple active prices for the same item based on pricing rules.
Task: Understand how multiple price lists are returned and applied; define UI behavior and BFF contract expectations for selection and display.
Action: Reviewed EPIC and technical notes to extract requirements; aligned with UX/UI and engineering on selection rules and data contract; validated flows across services.
Result: Delivered a clear, intuitive multi-price selection experience and improved cashier speed/accuracy during complex pricing scenarios.
Camera bottom basket
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFHardware
Impact: Successfully introduced a smooth, proactive bottom-basket detection experience, reducing missed scans and improving shrink prevention at checkout.
Device events require fast UI response to maintain flow; clear event contracts between hardware/RDS and BFF reduce friction and false alerts.
Situation: Cashiers often missed items placed in the lower basket; retailers needed a detection/alert workflow triggered by RDS events.
Task: Understand detection events from RDS; define POS prompts and BFF behavior; ensure minimal checkout disruption.
Action: Analyzed RDS event flows; aligned UI prompts and BFF event handling; validated edge cases and ensured appropriate cashier messaging.
Result: Successfully introduced a smooth, proactive bottom-basket detection experience, reducing missed scans and improving shrink prevention at checkout.
SmartWIC Payment Rules
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFCompliance
Impact: Delivered a fully compliant SmartWIC workflow that enforced eligibility and tender rules while maintaining cashier efficiency.
Regulatory flows require extra clarity in UX and service contracts; explicit rules reduce production defects and compliance risk.
Situation: WIC-eligible items must be handled according to strict rules; POS needed compliant tendering and eligibility enforcement.
Task: Gather WIC rules from Selling Services and define POS/BFF behavior for item eligibility, prompts, and tender restrictions.
Action: Reviewed WIC rule mappings and Selling Services eligibility outputs; partnered with UX/UI and engineering to define prompts and enforcement; validated end-to-end flows.
Result: Delivered a fully compliant SmartWIC workflow that enforced eligibility and tender rules while maintaining cashier efficiency.
Additional Immediate Receipt Printing
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFReceipt
Impact: Implemented immediate slip printing, improving workflow reliability for mid-transaction events without disrupting checkout flow.
Mid-transaction events must not break cart flow; clear receipt triggers and formatting ownership reduces defects and reprints.
Situation: Certain transactions required immediate printing at specific points, not only at the end of sale.
Task: Identify events requiring immediate printing; define triggers, responsibilities, and data requirements across POS/BFF and receipt formatting.
Action: Worked with Receipt Formatting to define technical triggers; aligned UX behavior and engineered event sequencing; validated end-to-end printing outcomes.
Result: Implemented immediate slip printing, improving workflow reliability for mid-transaction events without disrupting checkout flow.
Modify Lane from Self checkout to Point of Sale by CCM configuration
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFLane Config
Impact: Delivered a flexible, reliable dual-use lane solution enabling seamless switching between Self Checkout and Cashier modes via configuration.
Config-driven behaviors must be tested under multiple lane modes; documenting CCM flags reduces ambiguity and implementation risk.
Situation: Retailers needed a single lane to support both self-checkout and cashier-assisted checkout, controlled by CCM flags.
Task: Identify all CCM flags controlling lane functionality and define POS/BFF behavior for switching modes safely.
Action: Documented lane mode rules from CCM; defined UX behavior and service dependencies; validated interactions across modes and edge cases.
Result: Delivered a flexible, reliable dual-use lane solution enabling seamless switching between Self Checkout and Cashier modes via configuration.
Restrict reward redemption if alternate ID is unverified
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFLoyalty
Impact: POS now enforces correct redemption rules, reducing fraud risk and improving loyalty compliance at checkout.
Cashiers respond best to simple, actionable prompts; enforcing verification rules at the right moment reduces overrides and fraud exposure.
Situation: Cashiers could add loyalty through alternate IDs; unverified IDs created redemption risk and policy violations.
Task: Define restrictions for alternate ID usage and ensure POS/BFF enforces verification status before redemption.
Action: Analyzed loyalty service rules; defined UX prompts and error handling; coordinated POS/BFF behavior and tested scenarios with loyalty dependencies.
Result: POS now enforces correct redemption rules, reducing fraud risk and improving loyalty compliance at checkout.
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFPerformance
Impact: Confirmed performance compliance across all feature flows on low-spec devices, preventing rollout risk to stores with older hardware.
Low-spec testing reveals bottlenecks missed in dev environments; timing validation reduces latency regressions and store-level failures.
Situation: Older POS hardware struggled with performance under new workflows; timing SLAs needed validation before rollout.
Task: Identify workflows most affected by timing issues and validate scan-to-display and end-to-end performance against expectations.
Action: Conducted timing tests across key flows; partnered with engineering on bottleneck identification and mitigations; documented results and readiness criteria.
Result: Confirmed performance compliance across all feature flows on low-spec devices, preventing rollout risk to stores with older hardware.
Balance Inquiry
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFPayments
Impact: Balance inquiries now run quickly and independently, reducing cashier friction and enabling a clean “check balance” workflow without full transactions.
Simple workflows drastically improve cashier experience; isolating balance flows reduces errors and improves speed at peak volumes.
Situation: Cashiers needed a balance-only workflow for prepaid/gift cards without initiating a sale.
Task: Define a standalone POS balance inquiry flow and ensure BFF/payment services support it reliably.
Action: Designed POS screens and prompts; aligned BFF contract needs with payment services; tested edge cases and device behaviors.
Result: Balance inquiries now run quickly and independently, reducing cashier friction and enabling a clean “check balance” workflow without full transactions.
Void Transaction return balance to card
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFPayments
Impact: Funds are now automatically returned to the card on void/refund events, reducing financial exceptions and improving customer trust.
Refund flows must be airtight to avoid financial exposure; clear void rules and service sequencing prevent reconciliation issues.
Task: Define refund workflows triggered by voids and ensure correct sequencing across POS/BFF and payment integrations.
Action: Analyzed void/refund rules from PMI; defined data contracts and event sequencing; tested scenarios to ensure balance restoration outcomes.
Result: Funds are now automatically returned to the card on void/refund events, reducing financial exceptions and improving customer trust.
Split Fiscal invoicing & Receipts
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFTax/Fiscal
Impact: Enabled compliant multi-invoice transactions while maintaining consistent receipt outputs and reducing reprints/transaction confusion.
Led end-to-end delivery of a new POS workflow enabling split fiscal invoicing and receipts, ensuring compliance and consistent user experience.
Situation: Working directly with UX/UI building a brand new workflow allowing fiscal invoicing and receipts split based on transaction rules.
Task: Design and deliver a new POS workflow enabling split fiscal invoicing and receipts with correct system behaviors and dependencies.
Action: Partnered directly with UX/UI, POS engineering, and dependent services; defined requirements and acceptance criteria; validated end-to-end flows.
Result: Enabled compliant multi-invoice transactions while maintaining consistent receipt outputs and reducing reprints/transaction confusion.
Green Ticket for Receipt No Print Request
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFSustainability
Impact: Reduced unnecessary receipt printing while preserving compliance needs and maintaining customer access to transaction details.
Delivered a Green Ticket receipt-suppression feature with clear UX and POS/BFF rules, reducing paper waste while maintaining compliance.
Situation: Allowing Loyalty members to select to not receive a receipt, but still provide a “Green Ticket” for digital access when needed.
Task: Implement a receipt-suppression capability for eligible customers while ensuring operational and compliance rules are satisfied.
Action: Defined business rules, UX behavior, and POS/BFF requirements; aligned with receipt formatting and dependent services; validated end-to-end behavior.
Result: Reduced unnecessary receipt printing while preserving compliance needs and maintaining customer access to transaction details.
Print Indications for Cashier Review
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFReceipt
Impact: Improved cashier confidence and reduced transaction interruptions by providing clear print status indicators and exception handling.
Implemented cashier-facing print indicators in POS to improve visibility into invoice/receipt outcomes and reduce confusion during failures.
Situation: When a request for printing an invoice or a receipt fails, cashiers needed visibility and guidance on next steps.
Task: Clarify cashier visibility into print outcomes and define UI behavior for success/failure indications.
Action: Worked with UX/UI and POS teams to define visual indicators and prompts; aligned with BFF signals and receipt formatting; tested exception flows.
Result: Improved cashier confidence and reduced transaction interruptions by providing clear print status indicators and exception handling.
Incident and Bug management
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFIncident Mgmt
Impact: Stabilized POS operations by accelerating defect triage and resolution, reducing reoccurring production incidents across teams.
Owned POS and BFF incident and defect management, improving triage speed, prioritization quality, and cross-team accountability.
Situation: Everyday triaging incidents so that they are routed correctly and prioritized appropriately across POS and BFF teams.
Task: Own day-to-day incident and defect triage across workstreams and ensure clear ownership, severity, and next steps.
Action: Led daily triage, root-cause analysis, prioritization, and coordination with engineering and stakeholders; documented fixes and drove follow-ups.
Result: Stabilized POS operations by accelerating defect triage and resolution, reducing reoccurring production incidents across teams.
Cash accept Foreign Currency Conversion
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFPayments
Impact: Expanded POS transaction capabilities to support foreign currency conversion, enabling new store use cases and reducing manual workarounds.
Led configuration and integration of foreign currency conversion acceptance for POS cash tenders with clear rules and cashier guidance.
Situation: Orchestrating the configuration for accepting and converting foreign currency during cash payments at POS.
Task: Enable acceptance of foreign currency during POS cash tendering, including configuration rules and integration touchpoints.
Action: Orchestrated configuration rules and system behavior; aligned UX prompts and BFF flows; validated conversion outcomes and cashier steps.
Result: Expanded POS transaction capabilities to support foreign currency conversion, enabling new store use cases and reducing manual workarounds.
Pharmacy Acknowledgement off PIN Pad
NCR Voyix • Role: Product Owner / Implementation Lead
POSMicro-FrontendBFFPharmacy
Impact: Maintained pharmacy compliance by ensuring required acknowledgements are captured even when PIN pad workflows fail or are skipped.
Delivered a compliant pharmacy acknowledgement workflow with fallback handling to ensure required prompts are captured and recorded reliably.
Situation: When a pharmacy acknowledgement is skipped but required, the system needed a fallback workflow to capture the acknowledgement and remain compliant.
Task: Ensure pharmacy acknowledgements are captured reliably when PIN pad behavior fails or is bypassed; define POS/BFF rules and prompts.
Action: Defined fallback workflows and configuration rules; aligned UX prompts and service behavior; validated compliance capture in multiple scenarios.
Result: Maintained pharmacy compliance by ensuring required acknowledgements are captured even when PIN pad workflows fail or are skipped.
Language & Currency Conversion (Global Enablement)
Rush Enterprises • Role: Sr. IT BA
GlobalizationDynamics 365Financial Accuracy
Impact: Reduced conversion discrepancies by 30%; enabled international reporting across multiple currencies/languages.
Implemented currency conversion logic and multi-language support patterns to standardize reporting for international acquisitions.
Situation: International branches used disparate conversion methods, leading to reporting gaps.
Task: Standardize currency and language handling within the Dynamics CRM environment.
Action: Configured logic rules for real-time conversion and mapped multi-language field labels.
Result: Improved financial transparency and data consistency for global leadership.
Pharmacy Compliance Workflows
NCR Voyix • Role: Product Owner
POS IntegrationComplianceWorkflows
Impact: Achieved 100% compliance for pharmacy signatures; eliminated signature bypass risks at the PIN pad.
Designed fallback workflows for pharmacy acknowledgments, ensuring signatures are captured via print if PIN pad entry is skipped.
Situation: Pharmacy acknowledgments were being skipped, creating regulatory audit risks.
Task: Ensure acknowledgments are captured either digitally or physically for every transaction.
Action: Defined fallback configuration to trigger printed signature forms upon PIN pad bypass.
Result: Maintained pharmacy regulatory compliance and auditable transaction records.
Multi-Currency POS Cash Acceptance
NCR Voyix • Role: Product Owner
FinTechPOS ConfigurationData Integration
Impact: Expanded POS capabilities to support foreign currency; ensured 100% accurate conversion at checkout.
Orchestrated system behavior rules to allow foreign currency cash acceptance and conversion within standard checkout flows.
Situation: Retailers lacked the ability to accept foreign cash directly at the POS.
Task: Enable multi-currency support without disrupting standard checkout speed.
Action: Collaborated with BFF and configuration teams to integrate real-time conversion services.
Result: Improved customer convenience and expanded payment flexibility for retailers.
POS Transaction Correction Logic
NCR Voyix • Role: Product Owner
Data IntegrityConfigurationAutomation
Impact: Significantly reduced transaction data errors; automated correction of misaligned POS records.
Developed automated logic to identify and correct transaction discrepancies between the frontend POS and backend database.
Situation: Manual intervention was required to fix out-of-sync transaction records.
Task: Automate the validation and correction process for transactional data.
Action: Defined business rules for error detection and automated update triggers.
Result: Higher data reliability for financial reporting and inventory tracking.
Global Age Verification Framework
NCR Voyix • Role: Product Owner
Risk & CompliancePOS IntegrationWorkflows
Impact: Reduced age-restricted sale violations; standardized verification across 10+ retail markets.
Configured automated prompts and verification requirements based on local jurisdiction and product SKU categories.
Situation: Varying global laws for age-restricted items led to inconsistent cashier compliance.
Task: Implement a standardized, automated prompt system for IDs.
Action: Mapped SKU-based triggers to local compliance rules in the configuration engine.
Result: Mitigated legal risk and enforced uniform compliance standards.
Implementation Experience
Company-level experience with a direct link to supporting projects.
CRM Implementation Lead/Sr. Business Analyst • Marietta, GA • 2017–2019
Coordinated stakeholders across leasing, operations, and IT teams
Implemented security roles and access controls supporting user governance
Improved customer onboarding workflows through CRM enhancements
Ensured system readiness for business adoption
The Stonehill Group
Saas Implementation Lead/Business Analyst • Atlanta, GA • 2017–2018
Served as liaison between business stakeholders and development teams
Redesigned business processes using current-state and future-state modeling
Defined business rules supporting system functionality
Improved operational workflows through SaaS platform implementation
MemberSuite
Implementation Lead • Remote • 2014–2017
Owned customer onboarding, configuration, and integration requirements for SaaS platform
Delivered payment processor integration and go-live support across customer base
Built SQL reporting and supported adoption with training and documentation
Coordinated cross-functional delivery through sprint planning and readiness
AutoTrader.com
Product Owner / BA • Atlanta, GA • 2002–2014
Led CRM enablement and dealer onboarding workflows across sales/support operations
Drove vendor selection, requirements, and implementation readiness for high-volume programs
Delivered integration and automation improvements to reduce cycle time and manual effort
Supported training and adoption for customers and internal sales teams
Skills & Tools
I operate as a bridge between business strategy and technical delivery—translating goals into executable backlogs,
validating integrations and data, and driving adoption through go-live and hypercare.
Click a capability button to see the associated projects.
Contact
If you would like to know more about my experience or contact me for freelance opportunities, please feel free to submit a contact request or message me on LinkedIn by clicking on the logo.
