Dedicated and accomplished Strategic Leader with 10+ years of experience, a solid track record of achieving exceptional levels of productivity, and a demonstrated background in managing logistics related to new software implementation projects. Equipped with an ability to manage the development of project timelines/budgets, diffuse escalated customer service situations, and ensure internal regulations are followed. Offer solid supervisory abilities with experience in developing technical documentation, managing cross-functional teams, and implementing innovative processes.

Operations Management Technical Writing Training/Coaching Policy Analysis

Project Management End-User Training Networking & Policy Analysis Project Scheduling

Process Engineering Application Implementation Strategy Alignment Database Design

  Direct day to day operations within a fast-paced environment with a concentration on increasing productivity and efficiency levels

  Work closely with new clients to gather/identify software requirements, document client goals, and create detailed implementation plans

  Facilitate the completion of quality testing in addition to providing training to clients and ensuring systems comply with user requirements  

  Oversaw client account management and implementation tasks which included identifying client needs and making appropriate product recommendations

  Provided comprehensive software training to clients, wrote technical specifications, and documenting system processes  

  Acted as a liaison between the organization and key clients, provided technical support as needed, and ensured implementation logistics complied with company policies/standards

  Supported various operational functions which included creating technical documentation, supporting the design of recruiting/onboarding product lines, and providing client training

  Guided clients on all aspects of system implementation included cycle preparations, analysis, new feature review, and requirements gathering

  Reviewed and diffused escalated technical issues, mediated customer disputes, and consistently improved team processes/efficiency

  Oversaw customer service/account management functions with a concentration on increasing customer satisfaction and retention

  Reviewed and mediated complex customer disputes, trained new staff members on current best practices, and identified technical product issues

  Played a lead role in creating internal knowledge bases/wiki pages, reviewed critical system issues, and responding quickly to customer concerns     

Additional Experience Includes: Application Analyst/Administration, Applied Materials (Consultant)