Tanium

* Built and prioritized a 12+ month roadmap aligned with global support operations, driving clarity across technical and business teams.
* Reengineered case routing to a skills-based model, boosting efficiency for 200+ agents and improving time-to-resolution.
* Launched the Tanium Titans Experience Site to promote self-service and increase engagement through gamified support resources.
* Reduced aged/stale case volume by 98% by implementing proactive closure logic and auto-reminders.
* Partnered with Support Ops and IT to track KPIs, streamline Service Cloud functionality, and enhance user adoption through targeted updates.

Salesforce Program Manager - Service Cloud

Cloud Giants

* Led a team of Salesforce consultants, overseeing delivery for high-impact implementations across Sales Cloud, Experience Cloud, and Partner Communities.
* Managed hiring, onboarding, and mentorship for new consultants and interns, building capability around stakeholder management and systems thinking.
* Served as strategic advisor to clients, translating executive vision into actionable platform strategies and roadmap priorities.
* Directed Partner Relationship Community rollout, aligning user journeys, access controls, and data governance across business units.

Principal Salesforce Consultant

Red Canary

* Built and led a high-performing Salesforce Administration team, scaling operations to meet business growth
* Directed vendor relationships for staff augmentation, overseeing onboarding, performance, and offboarding
* Championed continuous process improvement to enhance user experience, enforce data governance, and strengthen integration reliability
* Acted as a strategic liaison between Sales Ops, IT, GRC, and other stakeholders to align systems and eliminate friction points
* Instituted a structured weekly release cadence, providing transparency into backlog and timelines via Asana

Senior Manager, Business Applications

Rapid7

* Directed cross-departmental Salesforce CPQ implementation and org unification post-acquisition.
  * Established change readiness protocols, led Lightning transitions, and enabled leadership with seasonal system updates.
  * Drove cross-system collaboration and process integrity through data stewardship and governance best practices.

Salesforce Solution Architect and CRM Platform Owner

Red Hat

* Spearheaded Customer Support systems optimization across Salesforce and Gainsight platforms.
* Bridged gaps between technical teams and business owners to streamline core functions.
* Promoted collaboration across global teams to align KPIs and enable better process oversight.

Principal Business Systems Analyst

CodeScience, Inc.

* Delivered multiple 250+ hour CRM implementations with integrated user training and change strategy.
* Conducted full lifecycle org migrations, minimizing risk and downtime during replatforming initiatives.

Project Manager & Business Analyst

Wired Triangle

Salesforce.com Consultant

Cloud for Good

Director of Professional Services

Senior Business Analyst

iContact

Salesforce.com Administrator & iContact for Salesforce Architect

Director of Customer Support Operations

Director of Customer Service

Customer Service Representative

Over 15 years of experience enabling operational change through scalable technology solutions, cross-functional team leadership, and enterprise-wide platform optimization. Adept at building trust with executive leadership, translating complex business processes into actionable systems strategy, and managing high-impact system rollouts that improve visibility, governance, and continuity across organizations.

I work with clients of various sizes and industries to design, develop, and deliver customized Salesforce solutions that automate and streamline their processes, improve their data quality and integrity, and enhance their user experience. I also provide coaching, training, and documentation to ensure the success and sustainability of the projects. I enjoy sharing my expertise and insights with others, and I have spoken at several Salesforce events, podcasts, and publications. My mission is to optimize for awesome, with a touch of irreverence and shenanigans.

Amber Boaz

AssistRx

Strategic Account Manager

AbbVie

• Provided Patient Services project management oversight to track dates, milestones, implementation, and execution.
• Developed and monitored KPI metrics to ensure performance and quality KPI’s are achieved.
• Supported data and reporting analysis; Conducted analysis and identified KPI trends.
• Attended weekly vendor specific meetings to discuss upcoming projects, current issues and remediation tactics.
• Provided summary of discussions, action item, target, dates, and owner for each project meeting.
• Identified opportunities to improve patient and employee experience through interaction monitoring, survey results, feedback forums and trainings.
• Supported patient escalations using Standard Operating Procedures and defined business rules. 
• Developed executive summaries, PowerPoint slides, meetings and presentations.
• Served as primary liaison in Request For Proposal new vendor selection process.
• Provided operational oversight and support of vendor partner customer service operation.

Senior Program Manager

Biogen

•Led and executed department-wide operational focused projects with cross-functional workgroup
Collaborated with executive leadership and front-line teams to maximize efforts and achieve better project outcomes  
•Vetted prospective projects with Operations to ensure correct prioritization of time and efforts
•Conducted formal and informal communication of team’s recommendations, needs, and barriers
•Acted as advocate and communications expert from a larger Operations perspective on operational strategies and tactics
•Identified areas of unmet need for PS Operations and responsible for Project Management Organization interactions
•Analyzed business processes and procedures for service optimization and efficiency 
•Built communication strategies, provided direct facilitation, implemented, and maintained policies and procedures
•Facilitated discussions amongst leadership on highly significant matters relating to departmental issues, programs, strategies, and goals
•Supported Directors with appropriate insight, conclusions, and next steps identified
•Liaised with PS Extended Leadership Team members to ensure their activities are aligned with Manager’s priorities  
•Developed and implemented metrics to appropriately assess agent performance across each operational function
•Development and implemented of technical solutions that captures performance metrics that are consistent with organizations objectives and goals 
•Worked cross functionally with Legal and HR to design, develop and maintain large scale department policies and procedures that significantly impact the future course of PSl

Operations Program Manager, Alzheimer’s Operations

•Oversaw design and execution of the distribution requirements for the online REMS platform in the US, including enrollment, distribution protocols and data reporting requirements for distributors and pharmacies
•Oversaw execution of no charge guidelines for all products supported by Patient Services to ensure medications were disseminated adherent to legal guidelines
•Oversaw Infusion Site, Certified Pharmacy and Specialty Pharmacy enrollment, compliance, and de-enrollment for the according to FDA requirements
•Oversaw the collection, validation, and reconciliation of distribution data for all distributors (specialty pharmacies and 3PL single distributors)  
•Designed, executed and leads the PS 2.0 Infusion Support project which includes getting the locator tool accurate data, creating a compliant process for providing locations services, and enhancing the customer experience
•Active member of the current Quick Start Pilot which included creating and gaining legal approval for guidelines, updating core support documents and contributing to cross functional team efforts
•Designed, executed and managed a cross functional team that provides monthly virtual refresher trainings to enrolled entities and provides re-trainings to enrolled entities with recurring deviations
•Designed and executed On-Line enhancements that allow for infusion sites to update their enrollment information via the online portal

Program Manager, Distribution Compliance

•Developed and executed strategic business plans to drive increased volume of patients on therapy in the least amount of time possible contributing to approximately $3M in yearly revenue
•Developed and executed region/territory business plan in partnership with aligned Case Managers and field counterparts
•Validated metrics, identified leading/lagging indicators and action plans to achieve business targets
•Developed and managed a team of 15-20 direct reports across entire lifecycle for 5 Commercial products by providing real-time coaching opportunities to aid in increased quality and productivity
•Drive employee engagement, coach for performance improvement, understand nuances of performance management and execute sound business judgment
•Mentored Supervisor peers new to the organization and new to Supervisor role by providing one on one coaching, feedback sessions and training
•Partnered with Field Based Employees regarding patient therapy, region/territory performance and strategy, customer retention, and satisfaction
•Managed customer escalations filtered through helpdesk, team members and directly in order to satisfy customer needs
•Designed, executed and managed the PS Flexible Work Arrangement-Telecommuting program which continues to remain a key factor in employee morale, job satisfaction and retention
•Sole operations leader that managed IT territory realignments through established IT relationships including regular status updates to leadership, communicating through JIRA, coordinating CRM8T testing and departmental communication 
•Conducted system requirement gathering, testing, post launch evaluations, liaising with stakeholders, coordinating trainings and department communications

Sr. Supervisor

•	Provide quality mentoring and coaching on best practices to Patient Services employees in various functions including Case Management, Data Entry and Compliance
•	Act on behalf of supervisor during supervisor’s absence
•	Understand and effectively convey call center metrics and operations to the team
•	Provide breadth and depth of knowledge of departmental operations
•	Provide continual feedback to team as a whole, as well as, on an individual basis
•	Participate in training, development, coaching, and supporting of all employees
•	Encourage team and supervisor alignment and communication
•	Demonstrate competency with management of escalated issues

Customer Service Team Lead

•	Coordinated restricted distribution program caseload implemented by FDA
•	Supported doctors in minimizing the risk of serious infections in patients taking prescribed medication
•	Coordinated with sales representatives to meet needs of key sites in the territory
•	Experienced with the field sales environment including pharmaceutical/bio-technology
•	Resolved conflicts timely and efficiently

Case Manager/Customer Service Coordinator

Rex Healthcare

•	Accurately entered data into computer system and filled orders for medications
•	Filled departmental requisitions and restocked automated dispensing machines
•	Returned medications to appropriate inventory or ensured appropriate disposal
•	Maintained accurate inventory and handling of controlled substances
•	Handled customer information with accuracy, security and confidentiality

Inpatient Certified Pharmacy Technician

•	Provided appropriate and accurate technical information while maintaining excellent customer service
•	Identified and recorded adverse events and product complaints
•	Ensured FDA mandated standard operating procedures, protocols, and documentation was accurately followed

Technical Specialist

Meredith College

•Created, planned, and implemented educational, social, and recreational programs for 50 freshman residents
•Managed various administrative duties including maintenance requests, incident reports, and room transfers
•Enforced and upheld university policies

Resident Assistant for Freshman Students

Target

•	Accurately entered data into computer system and filled orders for medications
•	Maintained accurate inventory and handling of controlled substances
•	Handled customer information with accuracy, security and confidentiality

Certified Pharmacy Technician

Accomplished, analytical-minded Program Management professional serving as a steward of the business in a fast-paced, highly-regulated biopharmaceutical industry. 18-year dedicated tenure, grew from an entry level case manager and shifted to lead a variety of diverse, successful teams to meet business objectives as Sr Supervisor and Operations Program Manager.  Most recent experience included managing strategy and implementations of a new product launch and hiring 200+ employees to support the program while remaining compliant with industry regulations.
•Managed Strategy, Creation and Implementation: Launched and oversaw Operations Program for new product including collaborating cross functionally on content creation, training, hiring, sales team interactions, while driving strategy and change management with growing team.  Comprehensively managed at both program and project-level expectations, as an innate problem solver who has cognizance of big-picture and granular details. Results-driven in meeting program and company goals within compliant  parameters from budgetary management, to process improvement and automation. governance, and audit readiness.
•People Management and Leadership: Managed teams of various sizes ranging from 2 to over 30 direct reports while having the indirect responsibility for the 200+ in the department. Identified and developed cross-organizational opportunities for collaboration and success with key stakeholders and subject matter experts.  Utilized strong business acumen and strength in understanding data analysis as well as technical specifications, to effectively communicate details of complexity to various layers of the organization.

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The Battle

Amber Boaz

Megan Kuykendall

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