Provide supported services to disabled adult in my homeAssist with daily activities such as personal hygiene (e.g. bathing, brushing teeth, shaving, nail clipping, dressing, bodily functions and appearance) and basic domestic duties as needed (e.g. cooking, cleaning, laundry, shopping)Setting up schedule and providing transportation to and from appointmentsWork with agencies to develop, schedule and facilitate opportunities for this individual to be included in work and community activitiesImplement, track and record adaptive and/or behavioral Individual Service and Support Plan (ISSP and BISSPs)Administer medications and document according to regulationsComplete and maintain all required paperwork and data entries into company's system of recordPrevention and management of crisis to provide a safe environmentStaying up to date on various training pertaining to being a Caregiver such as First Aid and CPRBuild relationships with agencies/personnel that assist in these services

Communicate and manage service delivery problems and complaints, PIRs, tickets and changes, compliance, billing, and overall customer satisfaction and status with the customer and internal teams.Maintain and improve customer satisfaction, configuration items, escalation and customer contact information, as well as contract information.Manage awareness, understanding, and integration of customer changes and problem management activities.Identify, participate, and escalate opportunities for service delivery improvements, customer concerns, SLA breaches, systems performance issues, and customer specific risk reports.

Act as key account manager for up to 800 SMB renewal transactions Work with acquired customer data/contracts to bring them current on Oracle products and processesCollaborate with multiple departments to ensure process complianceProvide accurate forecasting each quarter

Acted as a key account manager and support specialist for 35 individual accounts valued up to 5 million dollars eachProvided accurate forecasting each quarterMade outbound calls to accounts to maintain customer relations and address any customer service issues or billing concernsManaged customers individual support contracts to remain compliant with previous agreementsWorked with auditing team to ensure compliance with accounts software licensing agreementsUpsold customers on various support options when appropriate

Responsible for building and maintaining a working relationship with Sales teamsEnsured accurate and timely processing of quotes for software and hardware end usersResearched database to find customer accounts and consolidate as neededVerified customer needs, database records, level of support and pricingAddressed customer invoicing concerns

Team Lead – including performing quality reviews and tracking of incoming work for our teamProvided training to incoming employees on multiple tools and business processesAssisted with updating, validating and revising training manuals for database transitionParticipated in multiple testing activities for move to Oracle 11iResponsible for accurate and timely processing of Service Support ContractsEnsured all Service Contracts were completed within the guidelines of the GSA contract