Elizabeth Wacker, Csm® Email & Phone Number

• Project management planning including scheduling, conducting status meetings, issue tracking, and managing project dependencies• Manage client relationship during the software process• Write training material and application release notes• Interface with client on a daily basis• Communicate technical issues at a high-level between technical and non-technical departments • Facilitate discussion and conflict resolution; improve team dynamics• Act as liaison with management, product managers and support specialists on product issues; improve inter-team communications• Facilitate the removal of impediments• Track and communicate team velocity and release progress using Jira and Confluence for metrics, requirements, documentation• Support the development process, facilitate weekly development meetings, and help the team abide by meeting deadlines and other agreements

• Preserved positive relationships with corporate clients and vendors• Frequent phone call and emails to vendors for required documentation• Fully understood specific customer requirements for assigned accounts• Monitored daily unbilled report by using National Accounts database• Identified, monitored, and escalated inaccurate work order statuses• Researched vendor issues, applying Debit/Credits when applicable• Created and administered training materials for newly hired employees

• Co-coordinated a department of around 110 Area Managers to ensure client obligations are met• Responsible for tracking and trending Field QC reporting for Account Management and the customers

• Recognized by executives of the company for extraordinary service and continued business growth for each account portfolio. • Obtained a 20% increase in profitability from a high profile client by effectively demonstrating crisis management skills and competencies. • Cultivated and established relationships with clients/potential clients gaining influence with key decision makers. • Managed multiple vendor relationships leading to implementing cost effective measures which streamlined redundancies. • Ensured deployment of services and delivered above clients expectations. • Managed quality control audits for 20 major clients located across the United States. • Consistently increased profitability margin per account by 20% each fiscal year.