Lynze Hagan, MBA, PMP 🚀

Experience

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  Citibank

  Jan 2007 - Jan 2014

  • Responsible for expanding and retaining credit portfolios for over 30 large corporate clients whose annual spend totals over 300 million dollars.• Review client trends/issues and proactively recommend solutions tailored to their specific needs.• Research, analyze, and interpret client inquiries and problems through effective interaction and follow-up.• Manage daily client transactions and inquiries accurately, within established deadlines, and in accordance with existing policies and procedures. Show less

  • Client Service Officer

    Jan 2009 - Jan 2014

  • Program Associate

    Jan 2007 - Jan 2009
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  EngageSmart

  Jan 2014 - Jan 2021

  Oversaw $11M in payment processing revenue, servicing key municipal clients, including Fulton County and Hampton Roads Sanitation District. Enhanced client engagement by addressing challenges, advising on product features, and driving value and revenue growth. • Revitalized strained customer relationships, leveraging platform knowledge to provide advice and enhance user satisfaction.• Successfully transitioned 75% of portfolio, ensuring smooth customer onboarding to new platform from previous role, demonstrating strong continuity and retention skills. Show less Promoted based on extensive experience with software firms and in-depth platform knowledge to independently manage implementations and support implementation managers (IMs) with onboarding processes. Handled contracts ranging from $100 to over $1M in annual recurring revenue (ARR) for municipal customers, serving as subject matter expert. • Mentored and coached IMs and consultants, fostering cross-functional learning and internal networking; developed training programs that contributed to advancement of 2 mentees to senior roles.• Achieved 3rd-highest revenue and 2nd-highest number of projects companywide in 2018, despite taking maternity leave and working 10 months of year. Show less Led customer onboarding and implementation as one of the initial 3 IMs, enabling online payment capabilities for utility bills and other services. Forged partnerships with clients and billing providers to facilitate data integration, managing accounts with revenue streams varying from $100 to over $1M in ARR. • Facilitated migration of customer operations from legacy software to a new platform with no downtime by partnering with software partners and EngageSmart developers to create standardized procedures, processing, and file formats across both companies, eliminating the need to rewrite code for each new customer. • Generated consistent monthly revenue of $100 to over $1M in ARR, successfully managing hundreds of projects and achieving highest performing IM distinction in project and revenue. Show less

  • Customer Success Manager

    Jan 2019 - Jan 2021

  • Team Lead, Implementations

    Jan 2018 - Jan 2019

  • Implementation Manager

    Jan 2014 - Jan 2018
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  Majesco

  Jan 2021 - Jan 2022

  Senior Project Manager

  Managed implementation of insurance clients onto Utilant platform, including policy management and risk assessment functions. Handled project management tasks, coordinated with engineering teams for timely delivery, and led multiple concurrent projects, enhancing platform configuration without direct budgeting responsibilities.

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  Maxio

  Jan 2022 - now

  Operations Director, Payments

  Lead a team of payment specialists focused on customer onboarding and support for financial services company specializing in payment processing. Forecast and contribute to budgeting for program’s growth phase. • Formulated and implemented comprehensive policies and procedures that significantly reduced the timeline from contract signing to go-live, expediting the customer onboarding process and enabling quicker commencement of payment processing.• Planning strategic expansion plan to handle transactions in 6 global currencies with responsibility for risk assessment and underwriting processes. Show less