Eric Cronin Email & Phone Number

Parchment, Mi

Manage the technical relationship with 15 customers, including planning activities, tracking open issues, documenting cases, resolving issues, and resource identificationManage the resolution of complex technical issues, involving multiple vendor support organizations as well as customer IT organization; vendors may include middleware, wireless technology, telephony and any one of over 70 clinical applicationsLiaison within Vocera for its largest, most strategic, healthcare customersCoordinate customer-facing technical communications, including regular conference calls and written reports to inform, track and manage issuesAs a key member of new product introduction teams, plan and lead customer-facing activities for beta programs; participate in services readiness planning for Vocera Business Intelligence Educate customers and partners on critical success factors for Vocera implementationsCoordinate activities with the Vocera Sales, Professional Services, Technical Support, and Engineering teamsCore team member of Large Customer Advisory Board aiding in planning and implementation of virtual and in-person customer eventsManage and dictate executive level session summary reports upon completion of each customer eventCoordinate and publish key observation deck for internal team follow-up to include staff action items, customer observations, new product feature requests, and marketable customer quotesCore team member of Customer Satisfaction Survey for 3+ yearsTrack and calculate customer Net Promoter Scores (used as an industry wide benchmark)Manage customer responses ensuring executive follow up of high visibility survey resultsProvide analytics of survey results in annual survey reportDevelop new employees by training over 20 staff on product and administrative functionsHelp Vocera University and Professional Services team with customer end user training and go-live support

Saint Joseph, Mi

Vocera: System Administrator Vocera is the leading provider for mobile communicationsVocera deployment into two hospitals and an outpatient center in 2011-2012. This involved training 800 users and setting up over 500 Vocera devices.Coordinating support efforts between Vocera, Emergin and other vendors, troubleshooting any anomalies in the system while working closely with Vocera support.Facilitated and delivered Vocera training classes for over 1000 employees. Equipment maintenance: ordering inventory, returns/repairs, and distribution.Vocera Messaging deployment for 200 devices with web application supporting over 4000 employees and physicians (currently underway).Emergin 11: System Administrator Emergin offers middleware for nurse call systemsServer maintenance with upgrade from version 8 to version 11.Coordinated support efforts between Emergin and Rauland & Dukane nurse call systems. User creation and training for 600+ employees.Dragon Medical 360: System Administrator Dragon Medical offers customizable dictation servicesUser creation and training 100+ users & 150 devices across 4 hospitals.Equipment maintenance: ordering equipment, installation of application for 150 devices.Server maintenance and upgrades from Dragon Medical 12 to Dragon Medical 360.Developed custom content for physician staff based on medical specialties.Lync 2012: Project Manager Microsoft Lync offers IM and video conferencing solutionsSystem Administrator of Microsoft Lync IM and Lync Video to all 4000 employees.Led education and marketing efforts for Lync IM application for all 4000 employees.Developed and administered education for Lync Video for 200+ managers.Managed Video equipment: ordering, replacement, and setup.Original team member of Lakeland Diversity Councel focused on productive and diverse a employee population through targeted recognition programs, employee advancement training, and by modeling diversity acceptance throughout the organization

Benton Harbor, Michigan Area

ccOpEx (Lean and Six Sigma) CertifiedIdentified key opportunities to eliminate waste through reductions in “less profitable” SKUs, saving roughly $200k in warehousing and set up costs in the first 6 months.Provided leadership expertise for information gathering, analysis, execution, and reporting tools at all levels throughout the organization for over 1000 employees.AnalysisBrought line of sight to organization regarding Launch performance leading to faster, more efficient product launches. One instance resulted in a $2MM advertising cost savings.Analyzed post audits of deliverables for both ad hoc and scheduled reports for continued efficiency. Process time was reduced from 7 reports in two weeks to 20 minutes.Business IntelligencePrimary instructor of Whirlpool’s Sales and Marketing Tool (SMART), an Oracle based application, including drafting all education and embedment material for over 700 users. Graphic User Interface developer & designer of SMART application for over 1000 users.Managed incoming data quality from 9 different vendors and in-house sources. Liaison between customers (employees) and data team proving needs assessments and incorporating design best practices.

Saint Joseph, Mi

SalesSell credit union loans, deposits, and investments.Evaluate credit reports and made recommendations based on established lending guidelines.SupportAct as primary source of product information & services for credit union members and staff.Maintain consistent and accurate documentation.Participate in team development process and contribute to new process development.Notary public for credit union members and staff.Perform teller functions as needed.

A Sales Analyst with Belkin Logistics works closely with the National Account manager to develop advanced analytical and reporting capabilities. This analyst is primarily responsible for all activities relating to sales trends, demand planning, order distribution, costing analysis & research, and performance analytics.AnalysisManaged inventory of “at risk” SKUs to maintain an overall profit margin between 85-90%.Tracked sales trends to balance customer inventory & promoted featured products.Made recommendations to grow market share, increase revenue, and reduce complexity.Drafted contracts and pricing for Belkin’s top consumer electronics customers.Business IntelligenceCore team member for a year and a half development of warehousing and order fulfillment tool (Oracle based).Trained 200+ sales and customer service employees to drive improved order efficiency, and higher customer satisfaction ratings.Product DevelopmentAssisted product development team by prototyping XM Radio accessories. As a result Belkin become the exclusive accessories provider to XM Radio and Delphi products.

A Senior Counter Agent is entrusted with the rental and delivery of high performance and luxury vehicles to a wide variety of clientele.Mastered key features of over 100 cars and trucks to better serve the customer's needs.Qualified to operate high performance cars in order to deliver them safely to the customer.Facilitated rentals with VIP clients resulting in increased turnover of high-profit vehicles.Trained to operate fleet vehicles (moving trucks) to reduce overall employee incident rates.

Bachelors Of Arts, Community Services

Activities and Societies: Alpha Sigma Lambda honor societyGraduated with honors

Associates, General Studies: Emphasis On Early Childhood Education

Activities and Societies: Phi Theta KappaGraduated with honors

Certificate Of Recognition, Speech Communications

Activities and Societies: Certificate of Recognition in Speech Communications