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.
• 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.

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.
• 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