Chance Lippie

Agile Scrum | Enterprise CRM

• Led discovery and requirements definition for CRM and contact center enhancements, translating operational complexity into structured system solutions.
• Facilitated virtual stakeholder workshops across distributed teams to define current-state and future-state processes, producing BPMN-aligned documentation that reduced training time by 15–25%.
• Coordinated UAT planning and execution across major releases with zero critical defects, and reduced overall post-release defects through improved requirements validation.
• Served as trusted SME for internal systems, partnering with product, development, QA, and operations to streamline workflows and cut CRM-related support tickets by 50%.
• Developed Excel dashboards and Power BI reports for trend analysis, KPI tracking, and data-driven leadership decision-making.
• Managed cross-team dependencies for CRM enhancements, coordinating delivery timelines across product, engineering, QA, and operations teams.

2 years | Remote

• Acted as Subject Matter Expert for in-house CRM system upgrades, providing operational feedback, UAT support, and end-user training — foundation for transitioning to the BA role.
• Created process documentation and knowledge base articles to support system changes and compliance requirements.
• Partnered with cross-functional teams to identify workflow inefficiencies and implement system-driven improvements that enhanced operational efficiency.

3.5 years

• Led team of 8 technicians, achieving 98% client retention and 100% employee satisfaction through feedback-driven process improvements and comprehensive training programs.
• Designed commercial proposals and managed multi-site operations, completing 10+ large-scale jobs weekly with 100% on-time performance through optimized scheduling and resource allocation.
• Monitored compliance with safety/regulatory standards and utilized company systems to track performance metrics, improving data accuracy for operational decision-making.

6 years

• Managed portfolio of 25+ daily service calls with 100% customer retention through needs assessment, solution delivery, and relationship management.
• Progressed through multiple roles from Office Assistant to Field Representative, developing skills in client relations, operational efficiency, and data documentation.