Demarcus Jones Email and Phone Number

• Recommend strategies for meeting goals and objectives• Provide amazing customer support and assist clients with implementations and upgrades• Use problem-solving skills to troubleshoot application issues and support customer inquiries• Communicate using strong interpersonal skills to help train customers on new features and functionality and assist with software configuration decisions• Prepare communication documents on programs and goals • Conduct product demos and presentations with clients• Build relationships with customers and complete set ups with the existing application specifications and capabilities• Manage customer interaction history within CRM platform• Train clients to setup, configure and operate SAAS applications• Collect information on potential system enhancements and assist with the facilitation of meetings with client end users and business owners• Maintain client relationships during customer success transition• Review test releases and assist with issue identification• Collaborates cross functionally with colleagues across the U.S. on various implementation projects

• Oversaw the budget and resources management programs• Set and implemented strategic and annual goals and objectives• Provided analyses on budgetary and financial data for determining future needs and requirements• Negotiated with customers on shipment contracts that aligned with the company's budget• Ensured that federal DOT, state and local government budget-related laws, regulations, policies, precedents, and techniques were adhered to and documented in company procedures• Analyzed risks and issues for business opportunities while identifying trends and root causes to offsetbusiness costs• Proposed suggestions and technical solutions to ensure customer needs and satisfaction• Supported office hardware or software installation, troubleshooting, and training• Performed new hire orientation related to application set-up and use• Liaised between the non-IT business users and the technical development vendors regardingcommunicating technical concepts for systems requirements• Owned and developed business customer relationships with key vendors and business partners• Performed workarounds as appropriate if technical incident cannot be resolved and/or root cause unknown• Designed, documented, and maintained business SOPs

• Managed budget execution for multiple projects• Interpreted and analyzed data within Excel by using VLOOKUP, pivot tables, and formulas• Supported the project team with planning, execution, financial and timeline management of projects while adhering to SOPs and performance metric standards• Adhered to project communication plan ensuring customer's communication needs are met• Maintained accurate and timely project updates (financial data, billing milestones, invoicing, contracting and other study details) using ICON's business operations tools and platforms such as Salesforce• Initiated the invoicing process and manage the invoices and their reconciliation with contract budgets of the projects• Assisted with the financial tracking of projects by maintaining business operations tools/platform within Tableau• Identified risks with assigned tasks and projects and effectively communicate strategies to minimize those risks

• Managed company budgets and reviewed/reconciled budgets for accuracy• Coordinated payroll, payment and billing schedules using Automatic Data Processing (ADP)• Reviewed invoices and coordinate resolution of rate issues in a timely manner• Monitored unbilled invoices and resolve/escalate unusual activity• Reviewed contract payment schedules and monitor cash flow• Ensured monthly reporting of revenue accurately reflects current company status• Actively assist in the management of customer requirements and expectations by taking ownership of the client’s expectations

• Assembled, created, and reviewed loan documentation and associated reference source data andmaterials• Analyzed, verified, and prepared payment change information for all bankruptcy court districts• Interpreted and researched correspondence and legal documents• Responded to inquiries and resolved queries from customers, government agencies and other interested parties• Ensured compliance with company policies and procedure

- Input data and process payroll transactions.- Accurately maintained the employee payroll database in compliance with the company’s policies and - Performed rigorous quality checks on payroll data to ensure accuracy.- Supported payroll operations and resolved queries.- Assisted with policy and procedure implementations.