MICHAELA THOMAS
Chicago,IL
Summary
Customer-focused Implementation Manager with a proven track record of leading high-impact programs, improving client experience, and driving cross-functional collaboration across education, nonprofit, and SaaS environments. Skilled in onboarding, stakeholder engagement, and process improvement, with a strong ability to translate data insights into strategic action. Experienced in managing large-scale rollouts, coaching teams, and building long-term customer relationships. Currently pursuing a B.S. in Software Engineering, bringing a unique blend of technical understanding and people-first leadership.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Implementation Specialist
OTR Team, WEX
05.2025 - Current
- Managed end-to-end client onboarding by gathering requirements, configuring account structures, and validating data to ensure accurate and timely implementation of WEX payment solutions.
- Utilized Salesforce daily to track onboarding milestones, manage client cases, document requirements, and maintain accurate, audit-ready implementation records.
- Collaborated with cross-functional teams—including Product, Billing, Sales, and Technical Support—to troubleshoot configuration issues and deliver seamless client go-lives.
- Served as the primary point of contact for new clients, providing training, platform walkthroughs, and clear communication to support successful adoption of WEX systems.
- Performed detailed quality assurance checks on client files, funding setups, card programs, and reporting configurations to ensure system accuracy and compliance.
- Proactively identified onboarding risks, escalated blockers, and developed timely solutions to protect project timelines and improve overall client satisfaction.
- Supported the sales and onboarding process for WEX Capital’s factoring product by cold-calling over 450 transportation customers in 8 days, qualifying leads and identifying current provider contracts.
- Gained hands-on experience with implementation systems and customer support tools while shadowing team members, learning to troubleshoot complex account and product issues.
- Built communication, time management, and technical troubleshooting skills while contributing to department goals across three independent customer-facing projects.
Implementation Specialist
Chicago Public Schools
08.2020 - 05.2025
- Managed technology implementation across 220+ schools, supporting over 200 educators and staff through training, onboarding, and strategic engagement.
- Increased student engagement by 34% and tool adoption by 56% through hands-on coaching and implementation fidelity tracking.
- Built automated dashboards using Google Sheets and Branching Minds to monitor KPIs, streamline performance reviews, and surface insights for school leadership.
- Partnered with data teams and school administrators to troubleshoot challenges, improve product usability, and enhance teacher satisfaction.
- Delivered performance updates to senior district stakeholders, influencing decisions around funding, implementation timelines, and tool selection.
Youth Development Director
YMCA
12.2022 - 09.2024
- Directed programming across 4 school sites, overseeing day-to-day operations, family engagement, and community partnerships.
- Managed a $70,000 annual budget, reducing costs by 15% while maintaining an 87% participant satisfaction rate.
- Supervised and coached 12+ staff, improving service consistency and staff retention across all locations.
- Built strategic partnerships with school leaders and local organizations, boosting program enrollment and long-term engagement.
- Created and enforced site-level procedures, improving compliance, safety, and program quality metrics.
Corps Member
City Year Chicago
03.2019 - 06.2020
- Delivered daily academic support to 11 students, resulting in an average 1.3-grade-level reading improvement.
- Founded the school’s first debate club; 93% of students reported increased confidence in public speaking and class participation.
- Designed a student recognition initiative that helped increase daily attendance by 8% year-over-year.
- Led the Community Relations Committee; organized two service events involving 200+ volunteers on a $1,500 budget.
- Built relationships with school staff, students, and families to increase program visibility and impact.
Education
Bachelor of Science - Software Engineering
Western Governors University
Salt Lake City, UT04.2026
Skills
- Team Leadership and Coaching
- SaaS Implementation & Support
- Client Relationship Management
- Cross-Functional Collaboration
- Project Management
- Stakeholder Engagement
- Strategic Account Planning
- Google Workspace (Sheets, Docs, Slides)
- Data Analysis & Reporting
Certification
- Google IT Support Professional Certification
- Coursera
- Aug 2023
Timeline
Implementation Specialist
OTR Team, WEX
05.2025 - Current
Youth Development Director
YMCA
12.2022 - 09.2024
Implementation Specialist
Chicago Public Schools
08.2020 - 05.2025
Corps Member
City Year Chicago
03.2019 - 06.2020
Bachelor of Science - Software Engineering
Western Governors University