Craig Coyle Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc, Us

* Preparation of detailed analysis of business processes, including client interviews, current flow validation, and development of automated flow charts detailing process steps, hand offs and decision points. * Providing technical on-site applications support to customers, answering complex questions on function and usage of product. * Serving as primary support liaison between company and customer, conveying customer feedback to product development staff. * Providing consultative and technical support to Solution Consultants through working on projects, mentorship and in-house education. * Maintain a high level of enterprise competence, coordinate development and assignments as well as identify, capture and share expertise.

Created and prioritized payroll requirements for the HR Access North America mid-market payroll application.Maintained the product backlog and functional expert for the following features: Earnings, Deductions, Payroll Calendar and Payroll Audit.Within 3 months of starting was added as Product Owner of second Agile team, collaborated with 2 distinct groups of international team members focusing on configuration, systems analysis, development and QA.

Rochester, Ny, Us

Responsible for a team of seven providing high quality service to the highest revenue mid-market clients that utilized the “Preview” payroll application, as well as supporting HR Online (HRO) and Time and Labor online (TLO) products.Resolved escalated issues from unsatisfied clients.Created and conducted employee performance reviews.Provided coaching, counseling and mentoring to employees.Interviewed and selected candidates for open positions.

Rochester, Ny, Us

Responsible for converting new clients to a new payroll platform designed for medium to large employers. Clients ranged in size, up to several thousand employees who worked in all states and locals.Converted complex tax, company and employee data from prior vendor(s).Created custom export files to suit client's unique needs.Constantly performed client needs analysis with end users and decision makers.Maintained internal document containing best practices for other Implementation Specialists to utilize.Conducted full software trainings with clients- utilizing a classroom setting, Web-Ex or client onsite.Sole point of contact for new clients.

Primary person on four-person team testing new product features from initial development to full release for Mednav's flagship software product, MNOffice, an online suite of tools utilized by medical residency programs.Designed, performed and documented informal test plans on new features offered.Reported to CTO after testing of new product features; provided feedback and steered major development decisions on future direction of MNOffice. Managed efforts of all MNOffice upgrades; determined upgrade release procedures, trained clients, documented feedback, and developed reports for CTO.Coded, tested and published a multitude of forms for clients to utilize online within their residency programs.

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