Dorene Hanley Email & Phone Number

Dorene.Hanley@gmail.com973.800.4876Experienced Manager of Product Subject Matter Experts focused on delivering customer-centric solutions to complex technical scenarios encountered in on premise, Cloud, and SaaS environments while leveraging impact, mitigating constant changes in processes and priorities, advocating and foreseeing process and product improvements. Direct escalation point of customer base using diverse product portfolio. Skilled in Enterprise Financial Software, Databases, Web Applications, Software Development, Support, and Services with a demonstrated history of working in the computer software industry cross-functionally. Experienced results-oriented Project Manager delivered multiple enterprise financial software projects on schedule and budget for customers in Pharmaceutical, Banking, Financial Services, Transportation, Entertainment Advertising & Stock Exchange industries. Mitigated risk through strategic planning and communication. Accountant skilled with AP, GL, FA, month- end close, reconciliations, physical inventory, analysis, forecast and reporting.Customer Support Manager| Customer Service Manager| Project Implementation ManagerCORE COMPETENCIES:• Customer Service / Retention• Product Solutions• KPI / Data Analysis• Cost Control / P&L• Process Improvement• Project Management• Change Management• Call Center Operations• Global Team Leadership• Accounting• Zendesk, Jira, SalesforceACCOMPLISHMENTS:~ Implemented procedure to reduce number of stale tickets week over week.~ Improved efficiency and reduced operation costs through process changes at various touchpoints with other departments.~ Executed strategic plan to implement a world class global Subject Matter Expert/Product Specialist support team and mesh with the Support call center. ~Implemented initiatives to reduce customer issue resolution time from 15+ to less than 10 business days.~ Created support dashboards of relevant data for Leadership team and Product Specialist team. ~ Managed global team with 10 employees.~ Prepared and presented at Client User Conference.~ Reduced days to close accounting month end from 10 to 5 days.~ Defined and documented customer accounting and reporting requirements for fixed assets and implemented fixed asset application and created custom documentation for user training.

Listed skills include Business Analysis, Business Intelligence, Project Management, Saas, and 15 others.

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  Johnson & Wales University

  Accounting & Computer Systems Management