Amanda Joyce Email & Phone Number

Remote

Provided guidance and education on processes, procedures, and requirements to internal and external stakeholders resulting in a 78% improvement in onboarding resolution time.Coordinated activities between third-party vendors and multiple public health regions to support onboarding COVID-19 response contractors in compliance with State and Federal regulations.Compiled, documented, and maintained technical documentation, including standard operating procedures (SOPs) and templates for procurement and onboarding processes, decreasing training time of new employees by 50%.Oversaw and managed project communications, ensuring professionalism, resolution of issues, and effective information flow within required timeframes for clients, vendors, and internal teams.Collaborated with business teams and third-party vendors to develop, implement, document, and improve processes for completing purchase orders, approving invoices, and coordinating HR operations across agencies.Identified and implemented an opportunity to streamline data collection and report generation for quarterly claim review process, decreasing operational costs by 75%.Performed audit of invoices and purchase orders, resolved a three-month backlog of unpaid vendor invoices, and implemented process and training to ensure timely payment of future invoices.

Austin, Texas, United States

Worked cross functionally with technical project manager, designing and implementing a technical repair kit for a high-ticket client, providing a transparent total solution allowing them to organize their inventory, mitigating risk of human error, shrink and promoting profit.Standardized educational materials and coordinated training events for the North American office, increasing efficiency of vendor training by 40%.Facilitated and managed communications between Sales and Finance to ensure contracts were closed within one business day with a success rate of 90%.Coordinated order fulfillment to ensure delivery and installation of products in compliance with international safety standards.

Austin, Texas

Created a positive customer experience exceeding the required 90% customer satisfaction rating, receiving the quarterly Customer Satisfaction Survey Award for highest department rating on two occasions.Identified, tracked, and documented issues to assist in the identification and implementation of fixes for product lines including perpetual license and software as a service (SaaS).Mentored 15+ junior technical support personnel, training them on SOP and best practices to drive CSAT metrics and overall company performance.Promoted on June 2015.

Jacksonville, Florida Area

Managed multiple SaaS database developments and implementations, establishing standardized processes leading to an 80% reduction in time to delivery and exceeding customer expectations.Researched and interpreted ongoing governmental regulatory requirements and developed processes and training to ensure proper communication, documentation, implementation, understanding, and adherence to compliance practices.Tracked and ensured compliance with all reporting requirements for multiple facilities for city, State and Federal regulatory agencies.

San Antonio, Texas Area

Managed the cross-departmental implementation of a company-wide SaaS learning management system (LMS).Monitored project performance, ensuring compliance with federal and state regulations and facilitatingcorrective action and process improvements to ensure successful project completion.