Chance Lippie

Agile Scrum | Enterprise CRM

• Delivered 5 full-lifecycle ERP/CRM implementations and 40+ scheduled releases — leading requirements discovery, stakeholder workshops, functional specification development, and cross-functional coordination across product, engineering, QA, and operations.
• Applied Lean Six Sigma (SIPOC, DMAIC) to process improvement initiatives — identifying root causes, mapping workflow gaps, and implementing corrective actions that contributed to a 50% reduction in CRM support tickets.
• Built Power BI dashboards, KPI reports, and Power Automate workflows to deliver operational insights and automate recurring processes — reducing manual effort and supporting data-driven decision-making for senior leadership.
• Led UAT planning and execution across all major releases — developing test plans, triaging defects, and validating acceptance criteria to achieve a 100% UAT pass rate with zero critical defects.
• Developed BPMN-aligned process documentation that reduced new-hire training time by approximately one week, compressing a previously 2-month onboarding process.

2 years | Remote

• Served as Subject Matter Expert across ERP/CRM upgrade cycles — contributing requirements input, UAT support, and operational feedback that shaped system configuration and implementation decisions.
• Documented current-state and future-state process maps and workflows, reducing delivery ambiguity for implementation teams and supporting continuous improvement initiatives.
• Created end-user documentation and training materials to support system changes — minimizing post-launch support burden and driving adoption across business teams.

3.5 years

• Co-led all business operations for a family-owned commercial pest control company — overseeing team leadership, multi-site scheduling, client relationship management, and proposal development that drove 98% client retention and 100% on-time delivery across 10+ large-scale weekly engagements.
• Developed and presented commercial proposals for large-scale multi-site contracts — scoping solutions, building cost estimates, and defining risk mitigation strategies that supported consistent business growth.
• Implemented operational systems and performance tracking processes that improved data accuracy, streamlined reporting, and enabled data-driven decision-making across the business.

6 years

• Built and managed all digital marketing operations for the business — including social media, online advertising, and web presence — driving client acquisition and brand growth from the ground up.
• Ran day-to-day office operations including scheduling systems, client database management, documentation, and compliance recordkeeping while also performing field applicator work.
• Contributed directly to business strategy and growth initiatives alongside company leadership — developing operational processes, improving client communication workflows, and laying the foundation for the company's expansion.