Danielle Williams Email & Phone Number

Denver, Colorado

Denver, Colorado

Denver, Colorado

• Manages a portfolio of twenty clients through implementation and through support including all day to day operations which produced $554,000 in services revenue in 2014. Clients include large hospital systems, healthcare payers, and healthcare IT companies.• Designs implementation plans and manages all project deliverables and resources for projects including all HL products: data warehousing, ICD-9 to ICD-10 conversions, data normalization, and mapping of standard and local content sets.• Functions as the escalation point for any issue in active or support phases.• Coordinates activities that address customer needs to achieve full utilization and value from HL products while maximizing revenues and profit to HL.• Coordinates and integrates activities across multiple customer engagements using cross matrix resources including sales, development, content, and administrative support departments.• Establishes and maintains ongoing business relationships with customers, business partners and contacts within national and industry organizations.• Utilizes quantitative project management tools, techniques and processes for planning, scheduling, controlling, tracking and reporting.• Facilitates the resolution and documentation of client issues. Works with support desk and technical teams to leverage industry knowledge and develop creative solutions.• Drives business partnerships with clients to identify and execute new business opportunities.• Determines scope, engages resources and writes SOWs for new clients and new business for existing clients.• Contributes information to drive and change HL product road-maps.

Greenwood Village, Colorado

• Use knowledge and experience in hosting infrastructure and client infrastructure to support the day-to-day operations for hosted customers.• Managed all aspects of a large TriZetto hosted customer account to establish a high level of satisfaction.• Facilitated the understanding of TriZetto business services and product offerings to meet customer needs and goals.• Managed 5 hosted clients with approximately 7 million dollars in revenue annually.• Demonstrated strong interpersonal skills and accurately communicate events at the client level with internal staff.• Provided satisfaction, improve service where needed, reduce costs and add value for the customer based on service delivery experience• Managed TriZetto and customer deliverables and expectations based on contractual obligations.• Served as the gatekeeper for the customer’s environments including providing final approval of environment changes related to code, data and infrastructure modifications.• Managed monthly hosting invoices and work with customer and finance to resolve any discrepancies or issues.• Worked with sales team to make them aware of new opportunities and additional hosting revenue.• Focused teams to reduce ticket/issue inventory across clients for production and non-production support. This included initial triage, prioritization and troubleshooting.• Provided reporting to clients per Service Level Agreements utilizing system monitoring.

Englewood, Colorado

• Provided tier 2 & 3 technical support for various billing and call center applications used by Dish Network, managing over 12 million subscribers.• Captured errors triggered in Seibel application by running various queries using Oracle SQL Developer Tools.• Acted as the Application Manager for both the Merced and Aspect applications.• Acted as the primary liaison between internal customers and vendors, coordinating any software or hardware upgrades necessary retaining 92% customer satisfaction.• Managed an average of 35 technical issues per day reported through HP OpenView ticketing system.• Provided 24x7 on-call support for call center applications.• Completed post-mortem report for all high-severity issues.

Louisville, Colorado

• Managed RM (Rocky Mountain) Region accounts averaging a net of $4.1 million dollars on a quarterly basis.• Responsible for coordinating and assisting in revenue related activities resulting in retaining 97% of the RM Region base service revenue.• Financial analysis of RM accounts to identify service renewal opportunities concerning TekCare services for StorageTek Direct and Value Added Distributors (VAD).• Audited customer install base locating equipment not on service and then negotiate agreements to bring maintenance current resulting in increased revenue of 16% a net of $2.8M.• Examined weekly Gross Profit Detail (GPD) report in search of revenue differences that could produce leads to missing revenue.• Researched warranty expiration reports and put equipment coming off warranty onto a maintenance contract.• Assisted customers and StorageTek sales with concerns to Service Accounts Receivable and all other service related issues.• Participated as a tester and power user to help implement the Service Billing Automation project.• Member of Siebel User Acceptance Training Team resulting in a minimization of defects in update.