Kirsten Lyu Thelander

St. Paul, Minnesota • +1-510-***-**** • ad488x@r.postjobfree.com • linkedin.com/in/kirstenlthelander Managed Services Consultant

I have 20 years of experience in client-centric consultative roles, spanning diverse industries in Healthcare Digital Tech, SAAS, Finance, and traditional Healthcare Payer industries, advising product expertise and leveraging technology to strategically solve problems and drive growth. The most recent 6 years of my experience in Salesforce CRM has provided me with a keen sense of operational efficiencies, while championing the power of internal alignment with effective communication, understanding business needs and translating them to Salesforce functionality. My excitement stems from bringing people together with real-time data about the client, while leveraging data-driven insights from Tableau and optimizing Salesforce CRM to deliver program effectiveness and exceptional results.

SKILLS

Volunteering for the Greater Twin Cities Symphony

Salesforce CRM : Agile/Scrum/Kanban, Automation, BA Capstone Project Success, Business Analysis, Data Management, Empathetic, JIRA/Confluence Documentation, Process Improvement, Project Execution, Risk Analysis, Salesforce Admin Capstone Project, Stakeholder Management, Team Lead, Training/Enablement, User Stories/Acceptance Criteria, Workflow Design Project Management : Account Management, Analytical Skill, Best Practice, Business Operation, Client Education, Communication, Consultative Sale, Cross Functional Collaboration, Customer Satisfaction, Healthcare Implementation, HIPAA Compliance, Product Launch, Program Management, Project Management, Project Planning, Revenue Cycle Management, Salesforce CRM Admin, Service-Level Agreement, Stakeholder Management, Strategic Renewals, Tableau Software, Timeline Management, User Interface Design

WORK EXPERIENCE

Papa • Remote • 04/2022 - 09/2023

Client Implementation Consultant

Successfully oversaw IT project closures, ensuring 100% completion by effectively managing resources and facilitating seamless handover, resulting in high client satisfaction

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Improved project delivery efficiency by 25% through effective CRM utilization, aligning with business goals and strategic initiatives.

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Improved customer experience and retention by overhauling partner relationships and refining implementation processes, resulting in a 25% increase in customer satisfaction and repeat business.

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Improved project planning and execution, resulting in a 25% increase in business objectives' achievement, aligning Stakeholders with scope and risk management, leading to successful delivery and enhanced Customer NPS.

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Minimized manual entry for Implementation configuration, resulting in a 30% reduction in onboarding time for Papa Supplemental Health benefit solutions.

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Icario • Greater Minneapolis- St Paul Area • 10/2021 - 04/2022 Client Success Manager • Full-time

Rally Health • Greater Minneapolis- St Paul Area • 02/2019 - 09/2021 Operations Manager • Full-time

Real Appeal • Greater Minneapolis- St Paul Area • 11/2017 - 01/2019 Senior Client Service Analyst

Signals Research Group • 01/2009 - 10/2017

Project Manager

Kaiser Permanente • Oakland, CA • 05/2002 - 11/2007 Account Manager

EDUCATION

Bachelor Of Science Bs Accounting

Virginia Tech

Utilized Tableau and Salesforce.com CRM to provide data-driven insights for project performance, quality management, and QBR client presentations, resulting in a 25% increase in program effectiveness.

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Improved client retention by overseeing the onboarding process for Medicare/Medicaid programs, resulting in a 20% productivity increase while adhering to CMS regulations.

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Championed the Salesforce tool, optimizing productivity and revenue generation for the sales and client relations teams.

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Led cross-functional project team, prepared budget based on scope of work, and tracked project costs to meet budget expectations. Collaborated with IT leads to manage resources effectively, ensuring seamless go-live within 60 days. Escalated project updates on a consistent basis to various stakeholders, resulting in improved decision-making and project alignment.

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Achieved 40 hours/week saved through new automation and workflow rules, driving efficiency and reducing manual entries.

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Analyzed user needs and formulated system solutions to align with business strategies, leading to a 20% increase in system efficiency and streamlined operations.

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Demonstrated strong leadership in integrating Real Appeal legacy systems with merging organization, resulting in a 20% improvement in project delivery timelines and significant cost savings.

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Revamped onboarding guides and policies, resulting in a 20% increase in new employee productivity within the first month.

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• Led HIPAA Compliance efforts for the Oputm EMR, resulting in a 30% decrease in resolution time. Trained and mentored new team members, ensuring a deep understanding of the product and customer needs, leading to a 95% adoption rate and improved customer journey.

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Conducted retention analyses and developed project scoping strategies for increasing client upgrades, resulting in 50% increase in revenue.

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Boosted business decision-making with 15% improved performance evaluation accuracy through custom reporting metrics analysis.

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Reconciled monthly billing and reconciliation invoices, identifying variances and ensuring accuracy, leading to improved financial integrity.

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Developed tailored proposals and enhanced program communication, leading to increased client satisfaction and 20% revenue growth.

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Consistently upheld a 95% client retention rate as the primary contact for client issues and inquiries, fostering strong client loyalty and satisfaction with KP Healthplan solutions.

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Utilized industry best practices and standards to ensure flawless execution of projects, resulting in a 20% increase in execution of renewals and deliverables.

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CERTIFICATIONS

Salesforce BA Cert • 04/2024 - 04/2024

Salesforce

Salesforce Admin Cert • 03/2024 - 03/2024

Salesforce

PROJECTS

Business Analysis Capstone • 02/2024 - 03/2024

Saasguru

As the designated team lead for this 3 week sprint, I led of a team of 4 Business Analysts with a use case to digitize their business processes in order to continue thriving as a leading News Print Media company. While gathering requirements, analyzing as is current process with stakeholders and mapping out process service maps for future to be state. As a team, we collaborated to ensure alignment on business goals with workshop templates, service blue prints, and creating user stories with acceptance criteria. Salesforce Admin Capstone • 11/2023 - 12/2023

Saasguru

As a team, we were given a use case to address pain points for a mock client business in need of assignment rules, escalation rules, web to lead conversion, and other validation rules to offer alignment data integrity and ease of usability. We created various workflows to create efficiencies with the stakeholders to allow for accurate reporting and dashboards for different cross functional teams. VOLUNTEERING & LEADERSHIP

Greater Twin Cities Symphony • 01/2023 - Present

• Minneapolis, MN

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