Ellen Bashore Email & Phone Number

Wilmington, North Carolina, United States

Wilmington, North Carolina, United States

Provide leadership and development to a remote team of 9-12 highly experienced Project Managers with projects across 12 product lines for our Pro client software offering.

Wilmington, North Carolina, United States

Provide leadership and development to a remote team of 9-12 highly experienced Project Managers with projects across 9 product lines for our Enterprise client software offering.• Manage revenue forecasting metrics, including billable utilization, exceptions, demand, capacity aged backlog and variance for portfolios of more than $50,000,000.• Monitor customer satisfaction, experience, and served as a point of escalation until resolution when necessary.• Conduct performance reviews, performed interviews, and provided hiring decisions. Compiled performance improvement plans as needed.• Manage interactions between various internal departments to build consensus on key initiatives.• Work with the Director, and Vice President, of Professional Services, contributing to the Professional Services Organization strategy’s development and execution.

(Remote Employee) Coe: High Point, North Carolina, United States

• Manage 25+ public safety and justice software customer implementations simultaneously, with contract values from $50k to $1m+, with 6-12 month timelines.• Lead internal project team of 5-10 employees to meet or exceed customer expectations and drive progress on project tasks.• Create relationships based on trust with customer build team members. Communicate both milestones and risks in a positive, professional manner. Provide onsite coordination as needed. • Establish project scope, contract deliverables and timelines for each phase of implementation from kickoff to go-live and support. • Monitor budgets and revenue targets for each project, with a variance of less than 3% from forecast.• Maintain customer satisfaction rating of 4/5 for key milestones during the life of the project.

Wilmington, North Carolina Area

Wilmington, North Carolina Area

Transformed a small call center for a privately-owned software company into a successful national support and customer care operation, with customer service becoming the differentiator for our brand. Maintained customer satisfaction at 98% and retention above 95%. Developed operating procedures, onboarding processes, and a knowledge base for technical support specialists, implementation managers, and customer trainers. Drove success by including team members in all aspects of new process development, allowing buy-in before implementing changes. Tracked essential metrics and identified areas for improvement. Worked directly with customers and our sales team to identify necessary software enhancements, and worked with business analysts and software development team until publication.• Planned for the long-term growth of the team, with respect to staffing, function, and improvement.• Monitored travel and expenses for the department to ensure budget compliance.• Provided customer communications regarding software updates and defects.• Continually developed and refined the team’s responsibilities and duties to ensure customer success as the brand grew and expanded nation-wide.• Orchestrated annual User Group meetings regionally, for 250+ attendees, including presenter content and facility selection.• Oversaw coordination and scheduling of new customer training, including progress and satisfaction of new customer installations.• Fostered relationships with various state Department of Education Child Nutrition officials in order to clarify various regulations impacting software.

Wilmington, North Carolina Area

• Ensured customer success by providing support via multiple channels (email, phones, and onsite).• Trained adults nation-wide on the Meals Plus product suite.• Served as escalation expert for customer issues.• Tested new versions of the software for quality assurance and expected performance.• Documented software defects for the development team.

Greater Pittsburgh Area

Provided second tier support for McKesson hospital pharmacy automation products. Worked with internal and external customers regarding hospital formulary database loads, and initial software configurations. Made necessary MS SQL database modifications as needed to meet customer needs. Developed custom reports using Crystal Reports. Worked with hospital during information system conversions to limit downtime and make coordinated changes to McKesson products. Trained incoming first level help desk staff on technical aspects of our products. Provided remote support using pcAnywhere, RDP, Dameware and various connectivity methods. Provided considerate, compassionate, and polite communications with customers in person, by phone, and through electronic mail.• Served as ServiceWare coordinator from 2003 until 2005, when a full time coordinator was hired;• Served as lead on various projects including hotfix rollouts, Automated Data Collection implementations and follow-up, and SQL password update project.• Served as project manager for customer software upgrade process regarding custom reports.• Annual presenter at McKesson’s Training Fest to peers and Account Specialists on technical topics including connectivity methods, SQL query scripting, and formulary layouts.• Keystone Award winner for work done on Technical Request Billing Project.

Coaching For Greater Effectiveness, Coaching

http://www.ccl.org/leadership/programs/CGEWhat.aspx?pageId=1819

Bachelor'S Degree, History

Education record