Emily Lapham Email & Phone Number

Boston, Ma, Us

Maintains a strong understanding of Nexsure Agency Management System Implements the Nexsure system, assisting clients with setup and conducting trainingOverall project management of client implementations of NexsureProvides solutions and follow up to customer reported questions and issues, includingassignment and escalation to appropriate groupsManages customer expectations and satisfaction by maintaining good rapport andrelationships with them and communicating frequently on status of open items throughclosureRecommends and implements changes to product or process which would improve cost,delivery and quality for the customerDevelop new techniques to improve qualityProvides technical support to clientsResolves customer issues and drive resolutionsPrepares training material for users by drafting operating instructionsUses problem solving skills to determine what the resolution will be or how best to fill thecustomers requestDrives other departments for closure on open itemsIdentify and resolves problems in a timely mannerProvides training to both new and experienced Nexsure users

200 Applied Parkway, University Park, Il, Us

Develop client relationships as the primary point of contact following the sale and project assignmentCreate a detailed implementation plan, outline tasks with the client, and identify solutions to implement the client’s purchased programs according to their sales proposalMaintain detailed project work plans, issue tracking, key decisions, open action items, and present project status to internal management and client implementation team, when necessaryLead kick-off and weekly meeting sessions to configure Epic software to meet the client’s requirementsEnsure the appropriate testing and program review is completed prior to client reviewMaintain accurate project milestone date accuracy creating visible and predictable project data for business metrics and forecastingIdentify issues and develop solutions, escalating when necessary to ensure implementation stays on schedule and client satisfaction is achieved Lead client during “Activation Day” of the Epic softwareProvide client feedback and ideas with management to act as the voice of the customer and provide ideas for process improvement initiatives Hand client off to Support Team upon successful implementationProficient in programs including Confluence, SharePoint, Slack, and Microsoft Products

Roseland, New Jersey, Us

Implement ADP's solutions to clients, following ADP guidelines, and in accordance with client expectations. Implementations could include adding additional products, transfers from other parts of ADP, or migration from one ADP solution to another. Apply industry and product knowledge to optimize system configurations and product upgrades. Ensure client satisfaction and retention through timely solution delivery within client-defined timeliness. Resolve issues and provide solutions. Collaborate with various departments to load and convert (as required) client data to ADP's solutions. Work within ADP's implementation methodology and timeliness using technology tools. Ensure accuracy of all aspects of client set up. Remain engaged with client throughout implementation, until client is successfully running ADP solutions. Interact/collaborate with ADP associates in Sales and Service. Exchange routine information with members of client project team, including priorities, timeliness, issues as they arise. Guide client through payroll processes. Work closely with Managers to ensure timely deadlines are met. Coordinates and schedules client training and meetings.

Roseland, New Jersey, Us

Serve as a consultant in servicing ADP's products/technologies. Use breadth of expertise to support ADP's clients Solve client problems; taking a broad perspective to identify solutions. Provide assistance with payroll processing. Review and set up benefits and paid time off. Supports clients with hands on training of systems. Entered new hires, terminations, and time and attendance information. Provided administrative support for Client Services Manager. Provided support with employee benefits. Processed payrolls for multiple small businesses. Served as payroll consultant for businesses in regards to state and federal laws as they pertain to payroll. Conducted queries in financial information systems to provide data to clients. Successfully supported, communicated, and negotiated with business owners. Worked with clients to provide training and information on Payroll, HR Products, and General Ledger. Interfaced with other groups within company in support of job responsibilities.

Columbia, South Carolina, Us

Provided administrative support to Pharmacy Benefits Manager. Created daily, weekly, and monthly spreadsheets to analyze trends and trouble shoot processing issues. Assessed, planed, and coordinated training sessions. Produced pictures, videos, and presentations for use in training and marketing. Assisted with special events and community relations activities. Communicated effectively with customers as well as outside businesses; pharmacies, providers, and vendors. Worked independently to research and resolve issues, create processes, and projects . Assisted with the development and revision of training materials. Served as an expert for pharmacy benefits covered under Affordable Care Act health insurance plans.

Communicated with people at all different levels across multiple facilities. Ensured confidentiality by following HIPAA standards. Gained conflict resolution and problem-solving skills by resolving patient care issues.

Deerfield, Il, Us

Created and Managed the schedules for all technicians. Supervised seven technicians and interns. Processed claims for recalls, returns, and salvage returns. Managed inventory. Assisted in the instructional review of training materials for new technicians and interns. Evaluated trainee performance and maintain accurate records and files in support of training. Utilized various administrative duties to process prescriptions, call and fax physicians for refill requests. Gained and ability to prioritize multiple workloads. Resolved third party discrepancies. Provided excellent customer service to patients in-store and over the phone. Followed HIAA standards to ensure confidentiality