Amanda Burk Email and Phone Number

-Drive proactive collection of business relevant goals to guide customers strategic requests and/or support customer’s strategic IT and business decisions.-Maintain up to date knowledge of the SAP Fieldglass solution, roadmap, trends and industry. Act as a trusted subject matter expert (SME) within and outside the organization.-Utilize available sources of data intelligence to gain insights into customer health and feature adoptions and utilization metrics to inform proactive recommendations.-Create deployment strategies for new features and configurations for customers within their portfolio.-Facilitate/participate in regular business reviews to address accomplishments, -Facilitate involvement between the customer and other groups within SAP such as additional technical or functional subject matter experts, escalation managers, delivery resources, the CEE or the Customer Experience Team based on the customer needs or scenarios.-Conduct tailored release reviews aimed at preparing customers for day-one impacts based on their specific configurations and highlight key features of note that either align with their specific documented success plan and/or SAP Fieldglass best practices.-Provide feature demonstrations, instructional materials, thought leadership and testing guidance to further enable and educate customers on how to utilize SAP Fieldglass-Manage code updates and data refreshes in test environments and enable customer usage through configuration changes, demo setups, new feature setup, etc.-Identify potential risks and work to ensure appropriate internal and external stakeholders are aligned to efficiently address them. When applicable, escalates issues in a timely manner-Adhere to SAP Fieldglass project methodology and ensure that project management documents are accurate, complete, and signed off by customer/partner. Properly manage customers’ expectations and deliver prompt status updates as necessary.

• SAP Certified Onboarding• Manage multiple accounts by initiating a strategic business partnership with organizations that implement cloud-based SaaS solutions.• Provide customized reviews of solution and support model quarterly and annually.• Provide customized quarterly release reviews of system enhancements and upgrades. • Provide customized weekly status reviews of cases that are pending resolution.• Advocate on client’s behalf internally. Ensure cases are managed within SLAs and escalated as dictated by business case.• Serve as liaison between client, support team, engineering and product management, representing the interest of the client.

• Telephone and computer sales management of existing customers for a specific territory, with emphasis on total customer coverage, customer retention, and team achievement • Manage escalated issues and provide direction.• Sell service and subscription renewals, and other services as appropriate to customer requirements • Investigate possibilities of add-on offerings • Review with client new features and benefits, and provide appropriate solutions for a specific customer’s need • Provide expertise on HCM solutions and highlight key features and functionality allowing the customer to execute their objectives • Develop a trusted advisor relationship with customer such that all actions are closely aligned with the customer’s business goals and strategy • Conduct on-going account reviews to communicate best practices • Drive usage and adoption of HCM products in a directive manner through; on-going usage reviews and account performance planning, engagement with multiple levels/teams within the customer organization, establishment of best practices and development of end-user outreach initiatives • Maintain knowledge of current products and pricing appropriate to closing sales • Utilize sales skills proficiently to optimize sales closures and minimize sales cycles • Provided regular reporting on account status, issues, forecasts, activity • Work with other departments, such as Sales, Services, Support, Business Operations, and Finance, in a professional and collaborative manner • Proactively monitor and report on customer usage and success to internal teams • Provide and offer solutions to critical problems for customers issues and needs• Proficient in Microsoft Word, Excel, and Outlook and SalesForce • Strong sales and listening skills for the purpose of obtaining the maximum information from customers, generating customer interest, and closing sales • Strong interpersonal skills with ability to adapt to varying situations and personalities

• Manager of client support teams in both United States and Canada• Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals • Enhanced understanding and implementation of Business Units strategic goals. Oversee the use of standard process workflows by team • Train and mentor team members and identify development needs across the team • Track various productivity and performance standards to ensure that established levels are achieved• Manage escalated issues and provide direction. • Collaborate with peers to establish best practices • Analyze team statistics and prepare reports for the Director • Evaluate associates on performance and complete annual performance appraisals. • Work in collaboration with associate to establish Individual Development Plans. • Develop and administer corrective action and performance improvement plans. • Hire/Fire authority in conjunction with Human Resources. • Oversight of Workforce Management to include scheduling, and succession planning. • Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units

• Managed multi-solution support portfolio for platinum account supporting Talent Management, Performance Management, Learning Management and Succession Planning software • Created software scopes and specs of customized software• Created SOW for customer scope work • Key stakeholder in client loyalty and satisfaction• Worked with business units and stakeholders to assess needs/goals to gather, analyze and document business requirements and to ensure requirements are understood and approved• Led cross-functional teams to resolve client issues and design new functionality to meet client goals & contractual solution deliverables• Generated weekly, monthly and quarterly business analysis reports. Identify reporting trends to forecast staffing and recommend action plans to management, client & key stakeholders• Analyzed technology trends to identify markets for future product development or to improve sales of existing products• Developed alternatives to match business objectives with available technology and/or process solutions• Identified "at risk" behavior and work with internal & external teams to prevent revenue shrinkage by retaining clients• Provided professional consultation with client on best practices to achieve leadership goals while increasing workplace efficiency and aligning needs with future solution goals• Liaison with 3rd party vendors including job boards, compensation management, HRIS, learning content providers, background check vendors, and skills assessment to support integrations with client software• Tested client software for bugs and new functionality to address database impacts, regression testing methods, negative testing, error retesting, and usability

• Reviewed processed loans applications for details• Conditioned mortgage purchase and refinance loan of Conventional and HARP in accordance to Freddie Mac and Fannie Mae guidelines• Income analysis• Collateral verification• Use of Encompass IT systems• CRM condo review management• Manual underwrite for purchase and refinance average 3 underwrites per day• Final approval or denial of purchase and refinance mortgage loans

• Maintain a 40 loan pipeline of refinanced MHA and conventional loans totaling average 4 million revenue• Fund average 18 loans per month • Primary point of communication between the customer and sales force during the closing process• Gather and prepare all required information and loan documentation from borrower for underwriter• SASE authority allowing ability to underwrite and sign off approval to close loans.• Resolve title issues including vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens reconveyances; process subordinations; resolve appraisal disputes and coordinate closing activities

• Managed multi-solution support portfolio for platinum account supporting Talent Management, Performance Management, Learning Management and Succession Planning software • Key stakeholder in client loyalty and satisfaction• Worked with business units and stakeholders to assess needs/goals to gather, analyze and document business requirements and to ensure requirements are understood and approved• Led cross-functional teams to resolve client issues and design new functionality to meet client goals & contractual solution deliverables• Generated weekly, monthly and quarterly business analysis reports. Identify reporting trends to forecast staffing and recommend action plans to management, client & key stakeholders• Analyzed technology trends to identify markets for future product development or to improve sales of existing products• Developed alternatives to match business objectives with available technology and/or process solutions• Identified "at risk" behavior and work with internal & external teams to prevent revenue shrinkage by retaining clients• Provided professional consultation with client on best practices to achieve leadership goals while increasing workplace efficiency and aligning needs with future solution goals• Liaison with 3rd party vendors including job boards, compensation management, HRIS, learning content providers, background check vendors, and skills assessment to support integrations with client software• Tested client software for bugs and new functionality to address database impacts, regression testing methods, negative testing, error retesting, and usability

Primary duties:Answer Phones and schedule appointmentsIntake of pets for surgeryManage boarding schedulesOrder supplies -food etcAssist technician with in room animal services (anal gland expression, holds, nail clippings, blood work etc

• Knowledge manager for assigned accounts• Consultant to Fortune 500 companies. Provide solution consultation and for technical solution support planning to clients including GMAC, Diversified Solutions, Gallo Winery with 15 or more additional clients.• Provided end-user hardware and software helpdesk support in call center environment• Maintained positive, effective working relationship with internal and external customers• Dedicated point of contact for customer, Field Support Specialists, Field Technicians, and the Service Logistics Center• Conducted regularly scheduled customer account reviews via phone or face- to face presentations utilizing the appropriate mix of communication tools (I.e., written, email, face-to-face, etc.) to effectively accomplish the desired answer or result for each request• Created status reports, meeting minutes and other client communications• Presented quarterly account review of client statistics to identify service issues and need for added solutions; presented account status and satisfaction level to VP of Customer Service, Sales Representative, Branch Managers, and Field Support Manager• Tracked service requests/issues from inception to resolution; reviewed for accuracy, contract applicability, and SLA compliance; ensured resources and estimated delivery dates were assigned• Updated online client procedures in a tech support environment• Maintained 3rd party relationships for service and billing