Doreen Gosson Email & Phone Number

Cincinnati, OH, US

Canton, Ohio, United States

• Analyze customers’ business requirements and objectives to develop business processes that will meet their needs.
• Configure software applications to best meet the customer’s business needs.
• Develop and deliver project deliverables such as process outlines, gap analysis and functional design documents throughout the project.
• Continuously study our product offerings, and provide subject matter expertise in the setup and execution of the JWorks CMS and related software.
• … Show more
• Deliver onsite and remote training sessions.

• Lead on-site consultant working directly with dealership customers and responsible for the implementation, training, and successful application of Cox Automotive’s product suite regarding specific enterprise accounts.
• Train dealership personnel on Xtime and DealerTrack’s suite of products to ensure comprehensive understanding and successful application within existing customer processes.
• Conduct in-dealership consultative efforts to ensure product(s)… Show more
• Conduct in-dealership consultative efforts to ensure product(s) are configured to customer processes and delivered L2/L3 technical support to enterprise customers as requested.
• Provide accurate customer status reports identifying tasks completed and action items as well as managed and track travel requirements in compliance with Cox guidelines Show less

• Developed strategic implementation plans for clients to ensure successful on-boarding and project delivery.
• Traveled to client sites delivering in-person training, guidance, and support for dealership staff focusing on the Dealer Management System (DMS) software across one-to-one and group seminar sessions.
• Tracked and analyzed customer behaviors to ascertain their needs and worked in conjunction with members of the product development team to refine the software offering and… Show more
• Tracked and analyzed customer behaviors to ascertain their needs and worked in conjunction with members of the product development team to refine the software offering and provide a tailored product for end customer use.
• Designed and documented operational processes and procedures that drive productivity, efficiency, and sustainable profit growth. Show less

• Trained dealership users on DTDMS software within a one-on-one and/or classroom environment to ensure system utilization and high client satisfaction.
• Worked with Project Managers and Clients to determine and implement client process requirements by customizing application settings.
• Guided client on validating data converted from prior DMS to ensure data integrity.
• Attended training sessions, both in person and remotely, to improve and/or maintain skill sets, (4-5 weeks per… Show more
• Attended training sessions, both in person and remotely, to improve and/or maintain skill sets, (4-5 weeks per month), extended travel by air and/or car to deliver DTDMS implementations at client sites. Show less

• On site delivery and training of dealership users on DTDMS software within a one-on-one and/or classroom environment to ensure system utilization and high client satisfaction.
• Fielded inbound phone calls from clients to answer their technical inquiries regarding the DTDMS software.
• Responded to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients' concerns on site and over the phone.
• Collaborated with internal… Show more
• Collaborated with internal team members via cases, phone, email, and IM to escalate system and client issues. Show less

Tampa, FL

• Identify opportunities for improvements to workflow or system and collaborate with the operations team and supervisor to implement the necessary changes.
• Identify factors that can gauge strategic and operational achievements related to revenue generation projects and consequently communicate the achievements through internal and external means.
• Develop a standard process for evaluation of the impact of an operation's potential query and the consequent communication of… Show more
• Develop a standard process for evaluation of the impact of an operation's potential query and the consequent communication of result.
• Maintain the understanding and awareness of the users on case management and other software and do recommendations for future modifications and addition of features to workflow. Show less

• Created and modified existing document templates for letters and court pleadings in Federal and State Courts utilizing Word, Excel and Word Perfect.
• Implemented best practice for the combined use of various software and soft skills based on staffing and client requirements including but not limited to Microsoft Office Suite, Outlook, Stamps.com, DocuSign, Trial.
• Wrote, edited, and revised technical computer documentation including, but not… Show more
• Wrote, edited, and revised technical computer documentation including, but not limited to, tutorials, self-paced study guides, short-course materials, reference manuals and user guides related to computers, software.
• Gathered information from and meetings with users, project leaders, senior management and/or other technical staff to determine technical and non-technical processes, procedures and business needs for documentation..

Coral Gables, FL

• Oversaw the implementation of software installation, preparation for data conversion, and scheduling for my clients' Go-Live timetable based on their specific needs.
• Conducted instructor-led, web, and phone training throughout the United States and provided follow-up training and led the account management for existing clients.
• Evaluated client utilization of software and advocated clients' change requests and conducted Quality Assurance Testing for new version… Show more
• Evaluated client utilization of software and advocated clients' change requests and conducted Quality Assurance Testing for new version releases.
• Provided sales support to potential clients, demonstrations of software, and guided potential clients through the possible uses for the software based on individual needs. Show less

Margate, FL

Scheduled and coordinate depositions and hearings between all parties. Prepared Notices and Subpoenas for depositions, hearings. Managed all aspects of paralegal work in Federal and State Criminal Defense as well as Civil. Opened new client files and close completed matters in hard copy, Abacus, and CLIO. Substantiated time tracking and billing on Federal.

Hollywood, FL

Trained end-users in the use of proprietary scheduling and facility management software. Traveled globally to deliver instructor-led training. Responsible for company’s training schedule. Designed and developed instructional materials including rich content, job aides, collateral and exercises. Created first Instructor Manual for use by all corporate.

Miramar, FL

Responsible for training new hires in payroll law and regulations. Developed and deployed the Branch Training Program, winning recognition from Corporate Office for outstanding achievement.

Bachelor Of Science (B.S.), Women And Gender Studies, Minor In Evolutionary Biology

A.S., Legal Assisting

Activities and Societies: Phi Theta Kappa Honors coursework in general education Legal Assisting classes and internships.