Bob Nielsen Email and Phone Number

Responsible for the Scope of Work team, ensuring that the sold product meets the customer's requirements.Responsible for the daily creation of reports for the project managers to ensure on-time delivery.Admin for the Oracle OpenAir application to track the progress of all ongoing projects.Admin for the Jira application used by the professional services group to monitor task work within each project.

• Direct responsibility for oversight, planning, and execution of the organization's $25M+ migration effort. • The role requires me to lead a team of professionals who work on the full scope of customer migrations between platforms. Interaction with the sales team is paramount to the success of each migration. • My experience with project management, data analysis, software design and team leadership are used daily to achieve the goals of the team and the organization.

Ownership of the customer base using the SaaS-based Telecom Expense Management (TEM), Wireless Expense Management (WEM), and Usage Management (UM) applications. Efficiently managing profit and loss for all customers within the business unit ($52M/yr). •Responsible for onboarding and supporting new customers. •Project management resource allocation across the entire BU customer base.• Accountable for customer support activities relating to the ongoing success of my customers•… Show more Ownership of the customer base using the SaaS-based Telecom Expense Management (TEM), Wireless Expense Management (WEM), and Usage Management (UM) applications. Efficiently managing profit and loss for all customers within the business unit ($52M/yr). •Responsible for onboarding and supporting new customers. •Project management resource allocation across the entire BU customer base.• Accountable for customer support activities relating to the ongoing success of my customers• Training and mentorship of the management team that reports to me• Ensure employees maintain the highest level of professionalism and competence in the work environment• Analyze employee performance and provide appropriate feedback• Sustain and enhance a positive and achievement-oriented working environment for employees• Customer-centric focus at all times Show less

Part of the management team that achieved revenue growth in the company from 500k per year to 4.5M in revenue per year when the company was sold in 2018.-RESPONSIBLE FOR :CUSTOMER SERVICES MANAGEMENTSupervised and managed the customer service team, training staff members of 10 to provide the highest standards of customer service and ensuring that all company policies were followed• Created and implemented a competitive customer service program which resulted in improved… Show more Part of the management team that achieved revenue growth in the company from 500k per year to 4.5M in revenue per year when the company was sold in 2018.-RESPONSIBLE FOR :CUSTOMER SERVICES MANAGEMENTSupervised and managed the customer service team, training staff members of 10 to provide the highest standards of customer service and ensuring that all company policies were followed• Created and implemented a competitive customer service program which resulted in improved employee engagement and customer satisfaction scores• Successfully collaborated with the sales department for client on-boarding and training in-services for clients, resulting in more effective and efficient onboarding and improved client satisfaction and loyalty• Managed a customer service team encompassing logistics support, auditing duties, data analysis, and customer complaints.• Developed procedures to ensure that all customers are receiving the data they request in a timely and efficient manner through their salespersonCUSTOMER ONBOARDING MANAGEMENTSupervised and managed all new customer implementations.• Communicated accurately with technicians to establish time commitments that exceeded customer requirements• Identify, monitor, and report on relevant KPIs at weekly product team meetingsINFRASTRUCTURE MANAGEMENTResponsible for managing a hosted infrastructure environment, and ensured network costsare on budget, and served as a liaison between IT, staff, and project stakeholders.Managed seamless relocation of all systems, network infrastructure and Telecomm to a new office facilitySOC COMPLIANCE OFFICER Show less

Efficiently carried out a leadership role for IT infrastructure, telecom, and call accounting software service delivery, development, and support.