Emily Mccracken, Mda, Csm Email & Phone Number

Richmond, Va, Us

• Spearhead client engagement initiatives within a small customer experience-driven IT consulting firm, serving as a primary liaison between clients and the development team for successful product deliveries. • Manage project lifecycle activities for concurrent client-facing initiatives, from conception and planning to execution, ensuring projects are delivered on time and within budget. • Conduct in-depth client needs assessments, collaborating closely with stakeholders to define project requirements and align product solutions with their business objectives. • Architect and customize products with the development team to meet specific client requirements, balancing technical feasibility and business goals to deliver tailored solutions. • Document training and technical project artifacts along with delivering live end-to-end solution training.• Facilitate regular status meetings with clients to provide updates on project progress, gather feedback, and ensure continuous alignment with client expectations. • Develop and nurture strong client relationships, contributing to repeat business year-over-year and client referrals within the customer experience community. • Established and curated a comprehensive internal knowledge base, employee onboarding hub, and candidate assessment tools, including scorecards, interview frameworks, and client discovery question bank, ensuring standardized processes across departments.

Richmond, Virginia

• Led end-to-end project management for reporting initiatives, encompassing project plan documentation, query development, building processes, quality assurance, and training.• Collaborated with internal teams to ensure accurate data collection for federal compliance, contributing to regulatory adherence.• Established and maintained databases for querying and reporting, optimizing data accessibility for informed decision-making.• Transformed third-party data for efficient data loads into relational databases, enhancing data integration capabilities. • Executed proper report security measures to ensure HIPAA compliance, safeguarding sensitive healthcare information.• Conducted prescriptive analysis in Power BI, translating insights into actionable recommendations for respective team leads.

Richmond, Virginia

• Led end-to-end management of technical projects from software design through implementation on a cloud-based platform.• Documented and tracked the Software Development Lifecycle using Agile tools, particularly JIRA, ensuring transparency and efficiency.• Conducted thorough quality assurance testing on software updates, providing valuable feedback to enhance product quality.• Configured client requirements in Force.com, tailoring solutions to meet specific needs and specifications.• Governed data quality standards, initiating additional end-user training when required to optimize system usage.• Developed and analyzed reports and dashboards in Salesforce, effectively communicating insights to clients.• Mitigated risks by ensuring alignment of internal and partner security policies, substantiating customer compliance through third-party audits (OSHA, HIPAA).• Delivered custom advisory services to global clients promptly, addressing unique needs and challenges.• Hosted software product implementation training via web conferences, ensuring seamless onboarding for end-users.

Master Of Decision Analytics

The program included coursework on database structure, data query, cleaning and organization techniques, statistical analysis for Big.

Bachelor Of Liberal Arts, Cum Laude

Activities and Societies: Golden Key International Honour Society, International Scholar Laureate Program, Sprinting Spiders Club Running.