Key Responsibilities:Training and Onboarding: Conduct comprehensive training sessions for new clients, ensuring their comfort and proficiency in using our software. This includes both remote sessions and occasional in-person meetings.Customer Support: The primary point of contact for client inquiries, troubleshooting issues, and providing timely resolutions to software-related problems.Client Engagement: Proactively engage with clients to gather feedback, understand their needs, and ensure their satisfaction with our products.Creation and Updating of Training Material: Develop, maintain, and update training materials and documentation to ensure they are current, effective, and engaging for client education.Feedback Loop: Relay client feedback to the development team to contribute to software enhancements and updates.Reporting and Documentation: Maintain detailed records of client interactions, feedback, and resolutions for continuous improvement.

• Coaching to assist in determining career direction.• Developing and improving communication strategies. • Utilizing multiple approaches, researching, pulling reports, with an emphasis on networking, to uncover workforce opportunities.• Coaching candidates through interviewing and negotiating.• Utilizing technology and social media methodologies as part of a successful search strategy.• Conduct training via web-based conference, and engaging PowerPoint presentations to maximize eLearning.• Design and create engaging web-based online training materials, PowerPoint job aids, and quick reference guides for candidates.• Provide customer support and peer mentorship as the onboarding specialist. • Keep abreast of industry and technology trends, conduct evaluations, analyze feedback to measure metrics and develop and implement more effective learning theories and strategies.

• Collaborated closely with the founder and marketing team to develop and support compelling training materials across various formats (eLearning, seminars, classroom training, and training library), resulting in a 15% increase in training effectiveness and learner engagement.• Developed training modules, job aids, and e-learning documents for clients and employees.• Collaborated with the CFO on designing effective PowerPoints for seminars, workshops, and special projects. • Created and coordinated itineraries, schedules, and training agendas, ensuring seamless execution and on-time delivery of training programs for 100+ participants.• Conducted engaging web-based training for clients and classroom training for employees.• Provided exceptional customer support and peer mentorship as an onboarding specialist, achieving a high satisfaction rate among new hires, and reducing onboarding time by 20%.• Conducted evaluations and focus groups to identify areas of improvement as needed. • Troubleshooted client technical issues when needed.• Designed PowerPoint and other e-learning materials for meetings and training using Canva. Loom, Camtasia, entry-level Adobe Captivate, and other software tools. • Translated all training documents and marketing materials from English to Spanish. • Recorded all Spanish speaking modules.• Collaborated and assisted in creating effective and engaging social media content, increasing social media reach by 30% and attracting a wider audience to training programs - based on analytics.• Continuously monitored industry and technology trends, conducting evaluations, and analyzing feedback, leading to the development and implementation of innovative strategies that improved training effectiveness by 25%.

• Worked with an assigned Project Manager to plan timelines for collection and validation of worker data to ensure effective loads into VMS tool.• Reviewed and validated foundational data points to gain an intimate understanding of the client’s data design.• Conducted weekly calls with internal Account Management team to walk through best practice data collection and validation.• Coordinated and resolved any missing data/data questions with the client or supplier resources as needed.· Standardized and cleaned large data sets for completion and accuracy. · Conducted rigorous test data audits of data uploads to ensure data integrity before production load.· Loaded Data sets on go-live and conducted post data audits.· Actively contributed to product knowledge through self-study, meeting attendance, and project participation.· Experienced working with process management and change management

· Partnered with internal MSP Operations Teams to provide problem solving, troubleshooting and effective support. · Created tickets through internal ticketing system. · Provided critical VMS support to program MSP teams and client through the configuration and maintenance of applications that enable clients to perform critical business functions related to requisition, time capture, assignment, invoicing, and reporting processes. · Analyzed, identified, and documented risk trends and security weaknesses, conducted vulnerabilities and risk assessments, evaluate root causes, assess impacts, report potential business risks, and prioritize recommendations for resolution.· Created tickets to track resolution of any open items. · Created and Maintained reporting for assigned accounts to ensure transparency and accurate recordkeeping.· Managed large projects for large client once a quarter: Scrubbing and uploading data to update rates and MSP percentages in the VMS tool and reflect a 90% accuracy data load on over one thousand requisitions.· Provided VMS, MSP training and Supplier web-based training. · Assisted with Facilitating Spanish client calls. Translated necessary emails and documents as needed. · Created and conducted peer training and mentoring. · Developed and maintained client-specific references, job aids, and training workbooks, enhancing client management and VMS tool navigation, resulting in a 20% improvement in user proficiency and reduced support requests submitted to queue.· Experienced with process management and change management.

· Trained cross-functional teams in the development and implementation of client project plans; maintained accurate and timely reporting and account documentation; and served as main liaison for customer onboarding and life-cycle experience initiatives.· Developed and executed client project plans, while maintaining compliance.· Provided proactive client support and management.· Initiated communications that provided optimal working conditions for a successful customer onboarding and life cycle experience.· Maintained reporting and records for all assigned accounts to ensure transparency and accurate recordkeeping.· Collaborated with cross-functional teams to ensure completion of all tasks associated with management of accounts including implementation, ongoing service, and issue resolution.· Completed peer reviews on standard and customized proposals.

· Demonstrated exceptional performance and growth within the organization, progressing from a Product Support Specialist to positions of increased responsibility, including Client Service Analyst, Project Management, and Quality Principal Analyst.· Analyzed project and production readiness, developed project test plans, manipulated system configurations, and ensured timely completion of project lifecycles. · Implemented system configurations and ensured technology readiness for production go-live, achieving a 90% success rate in meeting client requirements and minimizing post-implementation issues. Based on meeting KPI’s. · Developed test plans and test cases for each project before approval push to production. · Front line liaison that worked closely with the development and configurations, MSP, client, to keep project life cycle on target. · Facilitated and attended meetings with client, MSP/VMO, technology teams, and stakeholders to provide updates.· Conducted peer training for new internal hires within the department.· Facilitated Spanish client calls. Translated documents as needed.· Created and maintained client specific references, Job aid, and helpful training workbook for specific client management on SOW, Resource management, Services Procurement, and contingent workforce criteria.· Experienced working with process management and change management.

1. Maintain strategic planning and communication to better understand client business process and usage of tool in order to provide more efficient solutions.2. Engage with key development staff and other product management team members to gather requirements for solution design or other custom materials as needed.3. Organize and conduct weekly communications via webex and/or conference calls to provide open items updates.4. Work with training to deliver appropriate training & documentation of newly released data.5. Assist our Product Support team with any escalated client support issues.*These are key day to day functions as a CSA but does not reflect overall duties.

1. Assist Beeline users by providing guidance and resolutions that are specific to each individual caller needs via email and inbound calls.2. Track client requests, issues, and resolutions from discussion through resolution and provide status updates to customers as necessary.3. Confirm and research reported issues to confirm issue and source; and escalate issues as necessary to Development.4. Analyze effectiveness of overall support practices toward meeting support objectives and exercise flexibility toward continual improvement in the achievement of customer satisfaction and Product Support goals.5. Oversees daily operations of Product Support Team. Serves as Team Leader to the Product Support Team. Including evaluation and guidance of skills.6. Performs authorized imports and makes authorized modifications to data in the production environment.

1. Assist Beeline Clients by providing guidance and resolutions that are specific to each individual callers needs via email and inbound calls.2. Escalate tickets via ticketing system.3. Research and perform in-depth investigation using proper issue research protocol to resolve issues prior to further escalation to Support supervisors and Operations Support.4. Analyze effectiveness of overall support practices toward meeting support objectives and exercise flexibility toward continual improvement in the achievement of customer satisfaction and Product Support goals.5. Provide proactive solutions to on going improvement of support methodology.6. Work as part of the overall product team to provide feedback on the delivery and implementation processes based upon client responses and issues encountered in order to improve overall product delivery.7. Escalate all issues not cased to confirm source of issue as necessary to Support Supervisor, and Customer Support Manager.8. Track client requests, issues, and resolutions from discussion through resolution and provide status updates to customers as necessary via e-mail and phone call.9. Update and maintain all support Documentation utilized daily.10. Utilize ticket tracking protocol to track all open ticket escalations and provide status to supervisors and Support Manager.

1. Provide excellent customer service for the Agency for Healthcare Administration; assist on switchboard and transfer Beneficiary's accordingly to their Specialist.2. Assist in providing general information to Beneficiary’s over the phone and in person.3. Responsible for Spanish Beneficiary line. 4. Prepare and package special projects for upcoming presentations.5. Generate weekly and monthly reports.6. Perform general office duties.

I handled collection accounts that were past due 3 to 6 months. Attempted to offer assistance through various programs CITI designed for qualified customers.

1. Managed and tracked all project deadlines to meet internal SLA’s2. Facilitated conference calls between operations, engineers, clients and vendor to communicate status activity and report any delivery issues/concerns

1. Planned, directed, and managed new service installations for client base in my region. 2. Demonstrated the successful simultaneous development and delivery of up to 10 to15 monthly projects for several clients. 3. Monitored provisioning progress and order clarifications assisting in pushing them along in the systems to ensure meeting customer ETA. 4. Coordinated conference calls between operations, engineers, customer and vendor to communicate status activity and report any delivery issues/concerns as needed. 5. Informed customers on activation procedures and provided full and accurate order detail spreadsheets of circuit inventory (when applicable).6. Generated weekly and monthly forecast installation reports for management demonstrating 90% installation delivery within internal SLA and customer ETA. 7. Oversaw weekly calls with Sales Engineer to be counseled on newly proposed customer quotes for upcoming projects.

1. Managed and tracked all scheduled LNP orders to meet internal SLA’s. 2. Reviewed CLECS business rules and intervals on a regular basis to maintain up to date changes.3. Managed 100 to 150 escalation tickets daily regarding local number portability orders processed and general escalations from the sales and customer care departments. 4. Collaborated with the provisioning team in efforts to resolve escalated orders.5. Promoted ticket closure within the 16-hour deadline. 6. Ensured that team had necessary applications and information to complete orders.7. Assisted in processing LNP orders when behind on schedule.

1. Managed and tracked all scheduled orders to meet internal SLA’s. 2. Generated weekly and monthly reports demonstrating internal ETA track record. 3. Maintained frequent communication with customers on repair status.4. Verified installed product was delivered and functioning properly. 5. Managed MACD (moves, add, changes, and disconnects) at the customer’s requests. 6. Facilitated conference calls as needed between customer service, customer and provisioning to verify additional information. 7. Researched 15 to 20 accounts daily and processed necessary credits. 8. Tested residential and business lines for feature and line troubles. 9. Analyzed test results and determined dispatching field techs. 10. Resolved 80 to 100 trouble tickets daily.11. Restored problem and closed ticket