Alissa Cane Email & Phone Number

Holly Springs, Nc, Us

Holly Springs, Nc, Us

➤ Lead a team of 6 full-time Implementation Leads and Specialists, fostering a culture of professional growth, mentorship, and positive feedback while managing project assignments and ensuring optimal team performance.➤ Oversee high-complexity, high-visibility projects, applying expert knowledge and leadership to deliver outstanding outcomes, and collaborate with management to refine team processes.➤ Develop and implement new team processes, procedures, and project plans to streamline client implementation and reduce time to completion.➤ Analyze team performance to develop best practices in project management and client engagement, enhancing overall service delivery and effectiveness.➤ Oversee project and departmental goals by summarizing program statuses, identifying challenges, and developing strategies for mitigation to achieve objectives.➤ Increased the volume of 5-star Capterra reviews through the development and execution of Custom Satisfaction (CSAT) initiatives.

➤ Managed the entire lifecycle of client projects, ensuring delivery within agreed timelines, budget constraints, and scope while focusing on maximizing efficiency and client satisfaction.➤ Served as the primary expert on WizeHive’s Zengine product, translating complex business needs into streamlined user stories for enhanced functionality.➤ Fostered growth and longevity in customer relationships through dedicated account management, aiming for high client satisfaction and opportunities for account expansion.➤ Collaborated with clients to accurately define program requirements and deliver custom Zengine configurations tailored to their needs.➤ Continuously sought and implemented improvements in implementation processes and procedures to enhance overall client experience and operational efficiency.

Raleigh, North Carolina, United States

➤ Strategically managing UCMS as a product, including overseeing the development roadmap, timeline, and product support, while reporting directly to the Vice President of Global Product & Content Development.➤ Effectively providing support to the UCMS SME Lead and their team as requested by Service Delivery Management, as well as providing technical and sales demonstrations of the system to support Sales and Account Managers drive sales.➤ Directly communicating design requests to Business Analytics in a manner that benefits the business, end user, and IT, including wire framing, storyboards, mockups, and user flows.

Raleigh, Nc

➤ Processing, assigning, and providing oversight for all international implementations of existing and new services and products for an organization currently serving 58MM people from 90K organizations across multiple countries.➤ Creating a system for triaging incoming implementation requests, as well as developing and executing continual process improvements to enhance efficiency of service implementation in order to increase company revenue.➤ Building relationships with clients across the US, global, and local markets, including Resellers, Brokers, and BTB clients, while also responding to multiple daily inquiries with strong, timely, and consistent communication.➤ Collaborating with the Executive team to identify, troubleshoot and respond to external/internal trends, as well as to address daily system issues, and utilize data for short-, medium-, and long-range planning.➤ Actively working with the Alliance team to build and operate an integrated implementation approach with partners, while also leading Implementation Managers in proactively anticipating and mitigating implementation challenges.➤ Working collaboratively with Sales, Account Management, and Operations teams within 13 international offices to create innovative solutions to meet client needs, as well as enhancing implementation guidelines.➤ Ensuring internal case management system is responsive to the ongoing needs of the organization, as well as calculating and reporting operational and workforce capacity data to the SVP of Global Service Delivery and the COO.➤ Hiring, managing, and developing a diverse team of 11 Implementation Managers, Implementation Specialists, and Web Developers located in 4 international offices, while providing daily oversight, weekly 1:1 supervision, and prioritizing workloads.

Raleigh, Nc

➤ Represented the Clinical department during the creation, implementation, and launch of the company's internally developed case management system, while wearing many hats and handling project management functions.➤ Provided guidance for operational departments and end users in the implementation of new systems and applications, as well as managed timelines and project risks or issues by effectively communicating to leadership.➤ Worked closely with a cross-functional team of internal stakeholders including Clinical Study Management, Supply Chain, and Data Management, along with technology suppliers, to support the implementation and maintenance of interactive response technology solutions.➤ Led and facilitated system requirements gathering meetings with clinical study teams and supplier contacts, while writing software requirements and communicating requirement requests with software developers.➤ Maintained and enhanced working knowledge of the case management system to ensure functionality and design of department processes, as well as completed product regression and user experience testing.➤ Collaborated with subject matter experts in other departments with the creation of company-wide operational processes, procedures, and training manuals, as well as delivered appropriate trainings.➤ Utilized Visio to construct process flows and write software/technical workflows, supporting new processes for internal and external users, as well as supported the development of project assessments and adhered to project management standards.

Raleigh, Nc

➤ Trained clinical staff on new procedures, technology, and initiatives, as well as created training materials and new process flows, communicating all process changes to clinical staff.➤ Coordinated the new hire schedule for all clinical staff and provided all new hire trainings, including short-term counseling approaches, assessments, managing high risk cases, and use of web-based case management system.➤ Participated on the IT Steering Committee to develop and regulate a Disaster Recovery Plan, as well as contributed to a user testing group to identify aspects of new company software that created barriers for users.

Raleigh, Nc

➤ Provided telephonic counseling, in-the-moment support, and telephonic crisis management in a supportive, ethical, and professional manner, while using motivational interviewing and maintaining client-confidentiality.➤ Conducted biopsychosocial assessments to determine if short-term counseling was appropriate, as well as determine the nature of presenting issues, including checking for substance use.➤ Designed a safety plan for clients experiencing suicidal ideation or domestic violence, facilitating their safe arrival at a local medical facility when needed, while referring clients to external community resources for more intensive or permanent treatment as part of the holistic approach.➤ Worked with clients who presented with substance abuse, situations of crisis, mental health symptoms, and/or family and relationship-related concerns that were impacting their personal or work performance.➤ Provided short-term clinical interventions such as CBT as well as primarily using solution-focused therapy techniques➤ Provided clinical case management for 50+ clients simultaneously to monitor treatment goals, while maintaining clear clinical and task-oriented documentation in the case management system.

Education record

Education record