Chad Klecker Email & Phone Number

Saint Paul, Mn, Us

Bloomington, Minnesota, United States

Serve as principal contact for client program. • Maintain strong relationships with clients, ensuring client satisfaction with delivered services• Maintains working relationship with internal teams, including Test Center Operations, Test Publishing, Software Development, Customer Services, and others.• Customer Satisfaction Fulfillment of Contract Obligations - Manage all aspects of contract fulfillment including successful contract implementation and continued compliance with contracted service standards.• Optimization of internal resources.• Organize requirements meetings, coordinate gap resolutions.• Manage implementation schedule, frequent client face time.• Identifying opportunities for add-on products and services, assist sales in new proposals.

Bloomington, Minnesota

Manage the execution of full-cycle project activities including resources, status reports, project plans, timeline, and project closure with customers in various markets including healthcare, financial, information technology, and regulatory licensing. Document and manage content development and psychometric project scope, contract, goals, requirements, results, and budget. Ensure project deliverables are met. Facilitate internal team and client meetings. Maintain client relationships through daily communication. • Effectively manage exam development projects grossing over $1.5 million in revenue per calendar year. • Managed the successful and timely implementation of exam development activities for online proctoring for many customers as an additional method for delivering exams. • Lead various initiatives to improve department and client processes including streamlining communication to be more consistent and effective. • Main contact for customers and Pearson departments for high stakes exam development activities. • Successfully on-boarded 2 new clients in 10 months. Defined business requirements, created process documents, identified gaps and possible resolution, cutover plan, troubleshooting, and meeting deadlines.

Bloomington, Minnesota

Manage 9 direct reports including writing and delivering reviews, scheduling, defining department goals, development, and motivating. Review daily reports to ensure business metrics are met. Ensure the operating system the business utilizes, Oracle, functions properly on a daily basis. Maintain and improve customer retention and satisfaction for the overall achievement of Pearson’s revenue objectives. Make managerial business decisions on a daily basis. Maintain professional relationships and collaborate with departments within the business to improve processes. Accomplishments Include: • Played critical role in the development and successful implementation of a $2M Oracle system project from beginning to end. Heavily involved with defining business requirements, creating process documents, identifying gaps and possible resolutions, cutover plan, testing, training, and troubleshooting. The project finished on time and under budget.• Project lead on 2 software programs that were successfully implemented into the Oracle system. This involved defining business requirements, creating process documents, identifying gaps and possible resolution, cutover plan, testing, training, troubleshooting, and meeting deadlines. • Successfully implemented processes for customers to easily receive a User’s Acceptance Form, required by our legal department every 2 years.• Received the top review rating on yearly reviews for the past 5 years for exceeding expectations in leadership, detail, organization, problem solving, communication, multi-tasking, and time management.• Received The Pearson Four Pillars Award twice, given quarterly to individuals who exceed expectations with Quality, Communication, Professionalism, and Collaboration.

Bloomington, Minnesota

Communicated with Pearson customers through phone calls and emails to provide the best customer experience possible. Met department goals for calls answered and orders entered. Collaborated with all departments of the business to improve products and services. Completed assigned tasks provided by management.Accomplishments include:• Selected to manage a major account, yielding $200K in annual revenue. • Successfully completed task of overseeing the delivery of 150 shipments to proper locations for a $450,000 order in a 2 week time frame. • Managed the University of MN research orders and all Q-Local software purchase orders, including investigation of who to contact for each order and executing software code exchanges in a timely manner. • Investigated and provided solutions on return issues, involving frequent and timely customer follow up as well as working with other departments in the business to reach resolution.• Took initiative to learn about clinical assessments and became a subject matter expert.