Gerardo Guzman Email and Phone Number

* Lead Service Delivery teams to reduce time to implement resulting in decreased time to revenue* Lead team to increased client satisfaction while ensuring adherence to practice goals and metrics* Instituted standard reporting and practices for external clients and internal leadership* Roll out executive stakeholder reviews and project governance for active portfolio* Selection, Hire and Onboarding of new functional Consultants* Participation with Sales organization to scope, price and close new deals* Ensure the profitability of the Professional Services department by providing input into the short, medium and long term business plan, preparing departmental plan, budget, control and manage accordingly* Create greater efficiency and synergy throughout the implementation/training cycle; improving customer satisfaction through the transition to product support* Facilitate communication of business plan by relaying departmental strategy to all staff members and identifying roles and responsibilities

* Work with all sizes, local and international organizations to understand current processes, challenges and business objectives in order to construct implementation * Considered “Subject Matter Expert” of Performance, Succession, Compensation (Bonus, Stock, Salary and Total Comp) Application(s). Offer best practice consultation during requirements gathering, configuration, testing and deployment* Work cross functionally with Product Management, Development, Operations, Support and Services in order to drive product requirements, implementation methodology and seamless transition after client go live* Provide customer training by describing how the system and each of the applications work, how the set-up of applications can affect the performance of the system and demonstrate the functionality of the System* During conversion process provide support to customer, reservations, coaching staff, answering questions, resolving or reporting system issues and anticipating customer needs

• Manage client projects, including new client implementations as well as new products for existing clients• Interact extensively with clients and staff, identifying existing and potential problems with system data and/or programs• Coordinate and facilitate meetings with internal team and clients; document outcomes and distribute to team• Gather requirements to facilitate development of client-specific web-based enrollment systems; document and maintain requirements in Covantage Planning Guide • Create test cases and perform QA testing; ensure transactions processed through enrollment system align with requirements• Serve as subject matter expert (SME) for internal staff on client needs and project requirements• Design, develop and implement training programs and documentation; conduct training sessions as needed• Perform root cause analysis to clearly identify where problems lie; correct through collaboration with technical staff; summarize and report program/data problem requests for technical staff through Bugzilla; includes problems with both data files (proprietary layouts and HIPAA-compliant 834 format) and the web enrollment system• Created tools and processes for client's data integration.