Deborah Wilson Email & Phone Number

Plano, Texas, Us

• Responsible for retaining a book of over $13M in recurring revenue. • Act as primary point of contact throughout customer lifecycle • Drive adoption/expansion of the Trintech’s suite of accounting products • Ensure KPI’s are being met, upgrading, getting client references, and client survey interaction. • Onboard and manage new customers. • Propose creative solutions to client’s based on customer business goals. • Identify growth opportunities within client base and work with success plan to achieve growth goals. • Project manage client initiatives and ensure seamless execution. • Resolve customer issues/complaints. • Advocate for customers internally • Maintain expertise on industry trends/practices and competitive landscape.

Pittsburgh, Pa, Us

• Responsible for retaining over $4M dollars in annual recurring revenue and 93% client retention year end 2020• Manage client projects across three software platforms with a high degree of variability• Execute cross-functional collaboration with internal and external stakeholders• Maintain a relationship with assigned customer accounts, including key stakeholders, to identify and address issues, concerns, needs and additional revenue opportunities • Coordinate with product teams as needed to ensure SLA and contract compliance and drive client objectives, including project management of such objectives.• Promote value via Key performance Indicator’s and identifying baseline metrics• Be proactive and provide consistent communication with customers to ensure progress against objectives and to keep customers notified of changes• Analyze customer usage and success utilizing data and reports, conduct quarterly business reviews and provide customer update reporting to team lead• Track growth and churn of assigned clients

Pittsburgh, Pa, Us

• Acted as a super user for the April go-live. Including participating in training and learning as support personnel • Assisted in preparing project documentation • Prepared training materials related to patient flow and to the TeleTrackingXT Capacity Management product suite • Provided one on one support for hospital staff members

Denver, Colorado, Us

• Provides technical support assisting end users with day-to-day duties and issues • Serves as a technical point of contact for assigned areas of the ATS (including applicants, recruiters, co- workers and other customers) • System Maintenance • ATS Workflow Process Support • Acts as initial contact for all internal and external customer ATS support • Assist in reviewing applicant traffic to company website and ATS • Organizes and confirms the integrity of the data within our systems, job boards and tools • Analyzing data flow to ensure applicants are placed in appropriate stage of workflow according to current and future opportunities • ATS support including researching resolving ATS problems, unexpected results or process flows; performing scheduled activities to meet requirements of timely workflow and applicant outreach • Reports / Queries: Write, maintain a variety of reports or queries and assist in developing reports • Maintain data integrity in ATS running queries and analyzing data • Supports Advertising activities, auditing and issue resolution

Boston, Massachusetts, Us

• Support client implementation activities on-site and serve as a primary client contact on athenaNet as well as a resource for other athena staff • Evaluate client athenaNet user proficiency on-site;• Provide on-site support during the “go live” period and post “go live” transition as necessary;• Provide remote nerve center phone support during the “go live” period and post “go live transition as necessary;• Develop and maintain an understanding of best practices to use in coaching clients to success;• Contribute to an online library of team training tools and documents;• Support ongoing, real-time client training and troubleshooting needs in the Client Support Center when not assigned to a go live or nerve center;• Properly manage phone, case, and e-mail queues in accordance to the established quality and performance standards• Communicate effectively with internal teams and external clients/partners to deliver product information, properly managing client’s expectations and providing timely status updates.• Learn and maintain up-to-date knowledge on the athenaNet application’s functionality and strive to become an expert in the entire athenaNet application through ongoing training and practical application and use.• Become an engaged and active participant in athenahealth’s teaching and learning culture.

Alpharetta, Ga, Us

• Lead and manage the delivery of remote training for remote Field Reviewer team (30-50 members) with a focus on content training, coordination, and facilitation.• Schedule and execute onsite chart retrieval appointments.• Research and resolve employee payroll discrepancies.• Recruit and onboard new Field Reviewers• Manage all aspects of the Field Reviewer Quality Assurance (FRQA) team to include domestic and non-domestic teams.• Create and manage FRQA team’s daily, weekly and monthly productivity goals to ensure that department objectives are met.• Work cross functionally to ensure that FRQA findings are used to improve Field Reviewer performance.• Approve team member’s PTO and manage staff’s time out of office while continuing to meet department productivity goals.

• Manage staff of 15-20 store associates.• Ensure operational compliance for the store (including cash handling, zoning, inventory and stock counts, and merchandising policies). • Leverage reporting and drive sales goals through your team to achieve plan and maximize your business’s opportunities. • Gather customer feedback to create amazing experiences and to solve issues.• Facilitate employee training and development.• Develop store task grid and ensure completion daily.• Ensure quality customer service and maintain a well-stocked floor.• Enforced and followed proper environmental regulations regarding gasoline laws and safety.

Charlotte, Nc, Us

• Manage and oversee 50 plus customer service representatives.• Assured quality assistance and problem resolution in a timely manner and provided military personnel counseling to prevent financially detrimental credit impacts during “mission critical” status.• Responsible for administering disciplinary coaching’s/praise reports through evaluating employee performance.• Coached and assisted employees with escalated call issues.• Facilitated employee training.