Brian Fleagle Email & Phone Number

Remote

Achieved operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying trends; determining system improvements.Implementations were broken down into a 50-50 mixture of onsite or remote training sessions.Organized and maintained each implementation through the use of JIRA, Confluence, & Microsoft… Show more Achieved operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying trends; determining system improvements.Implementations were broken down into a 50-50 mixture of onsite or remote training sessions.Organized and maintained each implementation through the use of JIRA, Confluence, & Microsoft Dynamics. Worked directly with Enterprise-level clients including cities, counties, and townships ranging from small, medium, and large municipalities.Enhanced department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Provided dedicated product support, technical support and training for clients.Maintained knowledge of all features of ExecuTime in order to customize setup for each client, drive further client utilization, and diagnose and resolve client issues.Troubleshot and resolved client technical issues related to ExecuTime. Engages other teams in ExecuTime, including Operations and Sales, to coordinate cross-product client support. Coordinates second-level technical support, including documentation and logging of problem tickets, to research daily client issues and ensure timely resolution.Continuously consulted with clients regarding their specific company operation in order to recommend best utilization and customization of ExecuTime.Ensured client satisfaction and retention of ExecuTime client base by providing responsive service and issue resolution.Gathered and centralized ExecuTime issues and enhancement requests for submission to the program BAU process in order to facilitate product evolution in accordance with client expectations and industry.Worked directly with Enterprise-level clients to ensure effective setup and support. Show less

Remote

Developed/improved the onboarding process for the implementation of new clients.Developed the integration workflow.Developed/Improved trial process flow.Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying trends; determining system improvements; implementing… Show more Developed/improved the onboarding process for the implementation of new clients.Developed the integration workflow.Developed/Improved trial process flow.Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying trends; determining system improvements; implementing change.Provides dedicated product support, technical support and training for all clients.Serves as dedicated contact for a growing 450 clients in order to facilitate client use of product.Maintains knowledge of all features of in order to customize setup for each client, drive further client utilization, and diagnose and resolve client issues.Troubleshoots and resolves client technical issues. Engages other teams, including Operations and Sales, to coordinate cross-product client support. Coordinates second-level technical support, including documentation and logging of problem tickets, to research daily client issues and ensure timely resolution.Consults with clients regarding their specific company operation in order to recommend best utilization and customization.Gathers and centralizes issues and enhancement requests for submission to the program BAU process in order to facilitate product evolution in accordance with client expectations and industry.Creates and delivers customized client training sessions via the web or on-site client visits to ensure client satisfaction and product knowledge.Maintains client-specific notes and documentation regarding all interactions and issues in order to facilitate future client interactions.Ensures client satisfaction and retention of the overall client base by providing responsive service and issue resolution. Show less

Lima, Ohio Area

Provides dedicated product support, technical support and training for the largest Online Services clients.Serves as dedicated Online Services contact for up to 150 exceptionally large and/or complex clients in order to facilitate client use of Online Services.Maintains knowledge of all features of Online Services applications in order to customize setup for each client, teach clients to use Online Services features, drive further client utilization, and diagnose and resolve client… Show more Provides dedicated product support, technical support and training for the largest Online Services clients.Serves as dedicated Online Services contact for up to 150 exceptionally large and/or complex clients in order to facilitate client use of Online Services.Maintains knowledge of all features of Online Services applications in order to customize setup for each client, teach clients to use Online Services features, drive further client utilization, and diagnose and resolve client issues.Troubleshoots and resolves client technical issues related to Online Services application. Engages other Paychex organizations, including MMS Operations and MMS Sales, to coordinate cross-product client support. Coordinates second-level technical support, including documentation and logging of problem tickets, to research daily client issues and ensure timely resolution.Continuously consults with clients regarding their specific company operation in order to recommend best utilization and customization of Online Services applications.Gathers and centralizes Online Services application issues and enhancement requests for submission to the program BAU process in order to facilitate product evolution in accordance with client expectations and industry.Works with the MMS Enterprise client team to ensure effective setup and support of Enterprise-level clients.Creates and delivers customized Online Services client training sessions via the web or on-site client visits to ensure client satisfaction and product knowledge.Maintains client-specific notes and documentation regarding all interactions and issues in order to facilitate future client interactions.Ensures client satisfaction and retention of the overall Online Services client base by providing responsive service and issue resolution.Mentors less-senior Online Services Advisors to ensure consistent staff development. Show less

St Marys, Oh