Data onboarding, analysis, and support

Segmint, Inc. | An Alkami Company

Alkami Technology acquired Segmint in April 2022• Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings, and recommending changes.• Developed process to improve business functions including client requests, service level agreements, and project prioritizations.• Evaluated client data for successful integration into analytic platform.• Guided technical initiatives and established business rules and logic for successful product outcomes.

• Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.• Developed implementation methodologies to rein in project risk while meeting key milestones.• Drove team success through shared vision and recognition of quality performance.

Executed the coordination and managing of product installations and managed all steps from order visibility to on-time delivery to installation to order closure. Also tasked as the main customer interface, coordinating project implementation deliverables from start to finish, interfacing with internal resources and subcontractors, establishing and meeting schedules, and ensuring and measuring customer satisfaction with the delivered implementation project services. Other duties:• Owned all orders assigned from start to finish. • Reviewed all new orders assigned for customer contact information, scope of work and installation allowances. • Worked closely as the primary customer contact to obtain good customer completion dates and determine accurate projected start dates. • Maintained Electronic Installation Folders for all assigned orders. • Managed changes to projected start dates and project scope, which included accessing impact of changes on triggering product to manufacturing, releasing through transportation, and assuring resources were scheduled. • Collaborated with subject matter experts through process to manage and monitor the terms and conditions of the contracts, and to install product on the scheduled projected start dates. • Created and documented action items and notes in project management software, and escalate as needed when action items are not met.• Worked closely with internal department to maximize resources allocation.• Oversaw escalations to installation team members, Sales, Product Support Specialists, Manufacturing, Transportation and Subcontractors. • Handled follow-up communications (phone, e-mail, etc.) on customer expectations to meet projected start dates and customer completion dates

Accountable for the direct customer service relationships of clients to ensure a high level of customer satisfaction, retention and contract pull-through. Also tasked with financial revenue growth including billed work and contract renewals, while following the established business processes to meet or exceed business team goals and objectives. Other duties:• Assured customer satisfaction levels for service delivery, systems, and installation were met or exceeded throughout assigned territory • Maintained direct relationships with customers by providing support, information and guidance • Participated with Sales, Systems, Service and Support associates at various levels to develop account strategies and action plans that contributed to the overall success of Diebold • Evaluated customers and territory for revenue opportunities • Consulted and sold additional service value-adds • Monitored equipment inventory, maintenance and performed analyses as needed.• Tasked with customer contract retention and billed work to ensure revenue growth and profit for Diebold • Collected, analyzed and summarized customer specific information as required • Made recommendations and implemented profit and service improvements • Maintained quality service by adhering to organizational standards with respect to service offerings • Checked financial responsibility including forecasts, assisted with billing queues, provided contract and billed work quotes, and ensured service contract systems were updated • Effectively functioned within and supported a team based environment

Provided quality technical service to customers on multiple products inside and out of the Diebold product line. Majority of work was performed in banking branch settings. Other duties:• Troubleshot, reported and performed all necessary service with some direction • Accurately reported service data • Participated as a member of Technician Team • Completed preventative maintenance inspections • Implemented all field change orders • Organized and updated technical documentation • Maintained effective communication with business team and technician team members • Developed working knowledge of all operating standards, practices and procedures • Provided customer contact for all post-installation problems