Deborah Johnston Email & Phone Number

Dublin, Ga, Us

United States

Pre-sales Support The Client Success Manager (CSM) is brought into the pre-sales process when the client needs the delivery team to deliver by a certain date. The CSM will be a link from the sales engineer, and sales team, into delivery to address the following:Assist in addressing pre-sales client concerns such as providing guidance on ballpark schedules (based on LOE) or providing input on potential start up project durations and timelines.Help identify the need for an architecture review when we are trying to implement something never done before.Get commitment from the delivery COE heads on client requested UAT or production implementation dates. This will prevent the problem of sales needing to set date guidance with no commitment from delivery.Be the link from sales to delivery and be a consistent face to the customer throughout the sales, delivery and operations lifecycle. This will help set proper expectations on timing, complexity and process consistently and with delivery backing. Assist with sales to delivery turnover.Improve our contracts by working with ACE contract to apply lessons learned from our projects and improve language in order to protect Experian from improper client expectations.Implementation Champion/Engagement Manager/Executive SponsorFor assigned projects, the CSM will provide:end-to-end oversight of the delivery process“white glove service” to the client as needed (note: this should not normally be required unless things are off track and need to be righted)support for the PM’s efforts to facilitate, document, manage, control and communicate scope creep and change requests to the clients in order to keep the law of triple constraint in checkguidance and coaching to the delivery team and provide feedback to the delivery COE headsa point of escalation for any stakeholder and help the delivery team stay on schedule by clearing hurdles for the team (resources, reviews, approvals, etc.).

Greater Minneapolis-St. Paul Area

Provide centralized leadership, strategy and enablement of global delivery opportunities for Wells Fargo Home Lending through standardized transitions, program development, growth advocacy and ensuring processes are performing with consistent controls and governance. • Provide oversight through program controls, Steering & Risk Council, Legal review to minimize reputational, investor and operational risk• Evaluate risk and establish methodology• Worked with Risk partners to ensure compliance with semi-annual attestations of all global activities• Partner with Lines of Business and support partners for capacity planning, training, change management and technology• Enhance engagement with global team members and improve team work and cultural awareness across the global delivery team• Provide education and overview to key senior business leaders• Work across business segments, engineering, Operations, process owners to provide strategic assessment for Change Delivery • Experience leading project teams and managing all activities in the project life-cycle associated with high visibility projects that are long-term, across one or more lines of business• Engineered business process and re-design and training to support new business technology in relation to productivity needs. • Lead cross – functional global teams in planning and execution of organizational and customer initiatives

St. Louis Park, Mn

- Maintain master release calendar and ensure timely completion of project deliverables.- Coordinate multiple activities across the different project teams such as requirements gathering, system design activities, UAT, training and sotware deployments. - Experience leading project teams and managing all activites in the project life-cycle associated with high visibility projects that are long-term, across one or more lines of business.

Greater Minneapolis-St. Paul Area

Manage all aspects of Service Delivery and Project Management Warehousing and Inventory Forecasting for budgeting, headcount, and sales projections Key Performance Indicator Management Vendor and Supplier Management Quality and Customer Satisfaction High level Project Management• Drive continuous improvement in procurement, warehousing, IT infrastructure through quality assurance procedures.• Develop platforms for project dashboards to measure on time completion and track project progress across the organization• Manage all Project Managers and Service Coordinators to support over 1100 active customers and vendor relations• Drive proper coordination on all project level needs based on scope of work • Manage all customer requirements for multi-platform business needs• Responsible for maintaining company productivity through strategic planning and initiatives• Lead cross – functional teams in planning and execution of organizational and customer initiatives• Maintain partner relationships and develop new strategic partnerships for developing areas of the business• Recommend process improvements through automation to improve department efficiencies to maximize profitability

• Manage all aspects of Cbeyond Operations in market• Lead and motivate service organization to exceed expectations• Lead and expand effective Cross Functional relationships between Operations and all organizations in Cbeyond market location. Ensure timely and accurate reporting of installation results • Insure timely and accurate reporting of Operations performance metrics• Oversee hiring and mentoring of Operations support staff• Managing the Return to Sales (RTS) process, resolve contract disputes and assist in “cementing the deal”• Resolving customer escalations that occur during order validation, installation or before customer acceptance of the installation• Interfacing with customer care to provide market-based support for customer escalations, credits and jeopardy customers• Provide detailed information regarding market escalations in a timely manner• Develop root cause analysis for market escalations and provide recommendations for improvement

*Customer Service*Process and Procedure Implementation*Maximize the potential for a successful customer implementation and expansion of Outsell solutions.*Analyze account activity and identify potential improvements including, but not limited to, technology modifications, implementation modifications, or dealer personnel usage modifications. *Work with account representative, or designate, to implement identified improvements*Serve as the customers’ single point of contact during the implementation process *Work with any needed 3rd party vendors to facilitate implementation

* Support four groups in the organization, including all projects from service delivery up to implementation.* Work with all major ILECS and CLECS in the industry for Circuit Delivery and Install, Local Number Portability, Directory Listing, as well as Port out procedures.* Support internal and external customers to ensure proper delivery and installation of products and services.* Maintain training documents and process and procedures for all departments in my organization.* Maintain budget for the organization for all contract employees.* Manage process and personnel to ensure timely and accurate implementation of Network access and Cost of Service requirements for all provisioning functions.* Coordinates activities with interdepartmental customers and inter/external suppliers to ensure results and objectives are met. * Identify process improvements and ensure that opportunities are address with permanent and measurable solutions.

* Maintain performance standards as well as process improvement for Director, 4 Senior Managers, 16 Performance Mangers’ and 580 agents. * Developed training Material for end-to-end processing and deployment of work instructions for existing and new staff.* Implemented Development Plans to improve statistical data for process improvement.* Customer retention based on Save attempts to customer accounts.* Structure analysis up to and including force reduction and redistribution of needed support for projects.* Maintained Call Center initiatives and profitability.

 Maintained performance standards as well as process improvement. Developed Training Material for end-to-end processing and deployment of work instructions for existing staff for all Local Number Portability and wireless Local Number Portability. Structure analysis up to and including for reduction and redistribution of needed support for projects. Maintained Call Center initiatives and profitability. Develop and Maintain performance standards as well as workload distribution. Assist retails Customers in their efforts to provision circuits and reuse existing facilities.

Masters, Ms In Management

Bsbm, Business Management

Education record