Andréa Devlin Email & Phone Number

• Demonstrated proven success in leading and managing highly visible, multi-faceted initiatives with competing priorities and time sensitive expectations.• Leveraged collaborative cross-functional teams and resources to ensure alignment and execution of priorities. Removing siloed work and thought.• Adapted iterative execution for competing priorities and continuous improvement of approach and overall success; resulting in increased time to value for internal and external… Show more • Demonstrated proven success in leading and managing highly visible, multi-faceted initiatives with competing priorities and time sensitive expectations.• Leveraged collaborative cross-functional teams and resources to ensure alignment and execution of priorities. Removing siloed work and thought.• Adapted iterative execution for competing priorities and continuous improvement of approach and overall success; resulting in increased time to value for internal and external stakeholders.• Enabled executives, senior leadership, admins, and end users for navigation, use and optimization of solutions and products.• Curated and created process documents, document retention and account portfolio management.• Managed all aspects of top tier project accounts including resources, timelines, tickets, progress, escalations, resolutions, enablement, and hyper care.• Simplified complexity through clear and concise expectations and understanding of stakeholder goals and objectives.• Created and managed project plans that incorporated a hybrid of iterative, agile and waterfall methodologies appropriate to the scope and necessity of the customer and desired results.• Proactively assessed and mitigated risk through thorough review of scope deliverables, adequate planning and prioritization. Show less

Greater Atlanta Area

• Clients include Government, Local Municipalities and Law Enforcement.• Work closely with Mayor, Judge, City Manager, Court Clerk, and Court Administrator levels.• Lead and implement SaaS products successfully for new and existing clients.• Client requirement analyzation to design the best solution for each client while providing client with immediate return on investment.• Work with a variety of case management system vendors to ensure proper integration with client’s… Show more • Clients include Government, Local Municipalities and Law Enforcement.• Work closely with Mayor, Judge, City Manager, Court Clerk, and Court Administrator levels.• Lead and implement SaaS products successfully for new and existing clients.• Client requirement analyzation to design the best solution for each client while providing client with immediate return on investment.• Work with a variety of case management system vendors to ensure proper integration with client’s database.• Average portfolio of 70+ client implementation projects at any given time while ensuring that projects stay on track for projected launch dates.• Implementation of custom, web-based payment solutions that allow citizens to pay court fines/fees online as well as a custom counter payment solution that allows citizens to make electronic payments at the client’s location.• Ensure transaction reporting meets or exceeds client needs.• Work closely with Engineering & Development to design each client’s solution as well as ensure forecast launch dates are met. • Responsible for stakeholder communication.• Utilize Salesforce to track and manage project timelines. Show less

Greater Atlanta Area

• Maintain staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities• Utilize SMART objectives to manage performance towards business results.• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality customer service problems, identifying trends, recommending corrective actions• Improve the operational systems, processes and policies in support of organizations mission --… Show more • Maintain staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities• Utilize SMART objectives to manage performance towards business results.• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality customer service problems, identifying trends, recommending corrective actions• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.• Manage and increase the effectiveness and efficiency of Support Services through improvements to each function (Level 1 and Level 2) as well as coordination and communication between support and business functions.• Promote client self-support by tracking/trending common issues and making solutions available through non-voice interactions• Provide “World Class” customer support in an effort to retain clients and promote client referrals. • Partner with cross functional departments, to determine, document and manage to SLA’s.• Proactively manage client churn by identifying behaviors and engaging in mitigation activities. Show less

Greater Atlanta Area

• Provide dedicated support to approximately 100+ key strategic clients within the nCourt client base• Handle overall responsibility for managing the client relationship• Monitor client health and maintain a high retention rate• Work with Implementation team to ensure clients are welcomed into nCourt and know who to call for any questions• Act as a liaison between IT and the client with a focus on communicating new features and benefits• Establish a trusted adviser… Show more • Provide dedicated support to approximately 100+ key strategic clients within the nCourt client base• Handle overall responsibility for managing the client relationship• Monitor client health and maintain a high retention rate• Work with Implementation team to ensure clients are welcomed into nCourt and know who to call for any questions• Act as a liaison between IT and the client with a focus on communicating new features and benefits• Establish a trusted adviser relationship that works to ensure client’s overall satisfaction with our products• Prioritize and drive on escalated client issues• Leverage client relationships as needed for prospect references• Demonstrate proficiency in the nCourt offerings• Identify leads to provide to sales through upsell and client referrals • Regularly check in with client to ensure business needs are being meet. Show less