Over saw the distribution and creation of communication for software deployment to the Customer Success Operations team. This included getting product information and impact to those streamlines.Building documentation containing Product release timelines, merchant impact, needed training or documentation needs, Software changes and update information.Providing feedback to the Product developers and Project Mangers on CS needs and concerns.Created content to streamline departmental processes and procedures; increased performance and efficiency.Host product update meetings to ensure all key stake holders are kept up to date on changes.Build and evolve report out to leadership tracking all releases and how they impacted the production environment.Develop process for analyzing call data to identify areas of improvement.Develop processes for Call Support training and re-training.Develop best practices for training evaluation and coaching process.

Collaborated with Software Developers to increase customer satisfaction, project completion, and overall performance.Conducted research and trained customers on new applications that significantly reduced processing time.Create Functional Specification documentation for new features for development. Track issues and correspondence between internal teams and customers. Proactively coach and educate customers to improve the overall customer experience.Coordinate with business stakeholders and internal teams to understand and redefine the user experience of our SaaS suite.

In this role, I oversaw the on-boarding and transition of accounts and new technology as a Project Manager. I worked across divisions to improve customer support, drive project completion, and raise overall performance.• Resolved technical issues for local and remote users with standard Windows OS and desktop applications.• Created content to streamline departmental processes and procedures; increased performance and efficiency.• Conducted research and trained staff on new techniques that significantly reduced processing time.• Redesigned the training program following the Covid-19 pandemic; reviewed and analyzed current strategies and translated success into a virtual environment. Improved performance metrics by 4.5% for all new agents.

In this role, I oversaw the on-boarding and transition of accounts and new technology as a Project Manager. I worked across divisions to improve customer support, drive project completion, and raise overall performance. • Resolved technical issues for local and remote users with standard Windows OS and desktop applications. • Created content to streamline departmental processes and procedures; increased performance and efficiency. • Conducted research and trained staff on new techniques that significantly reduced processing time. • Redesigned the training program following the Covid-19 pandemic; reviewed and analyzed current strategies and translated success into a virtual environment. Improved performance metrics by 4.5% for all new agents.

As an implementation specialist, I learned and then integrated Open Agile practices into the workplace. By updating project procedures for the entire organization, I improved project efficiency and consistency. • Introduced OneNote and SharePoint as tools to track and collaborate on projects; provided user training. • Created documentation to streamline department workflow; increased overall performance.