Ian M. Email & Phone Number

For the last 5 years, I have managed technical operations, including extensive experience with Salesforce and technical project management. My most recent role was as a Customer Operations Manager at NRC Health, where I managed three teams of Data Specialists. I have a strong track record in leading customer issues to resolution, overseeing project communications, tracking performance metrics, maintaining vendor relationships, streamlining processes, and reporting to senior leadership. My career highlights include managing four teams across three solutions, working with SQL and HTML coding, and receiving multiple Unsung Hero Awards. I am skilled in defining business and technology architecture, overseeing solution design and implementation, and contributing to sales activities throughout the customer journey.Skills:- Technical Operations Management- Salesforce Administration- Technical Project Management- Product Development- Pre-Sales and Post-Sales Support- Facilitation- Employee Training- Change Management- SQL Coding- HTML Coding- Process Improvement- Data Analysis- Project Management- Cloud Technologies- Data IntegrationProfessional Experience:American Income Life: AO SouthProducing AgentMarch 2024 - May 2024- Contributed to sales and customer service efforts.NRC Health Customer Operations ManagerJanuary 2020 - January 2024- Managed three teams of Data Specialists, leading customer issues to a solution.- Headed communication on various projects.- Tracked associate performance and team metrics.- Maintained strong relationships with partner vendors.- Streamlined processes and reported directly to C-Suite/Senior Leadership.- Leveraged extensive Salesforce experience to optimize customer operations.- Implemented and managed technical projects, ensuring successful delivery within scope, time, and budget constraints.- Developed and maintained product roadmaps and backlogs.- Collaborated with cross-functional teams to gather and prioritize requirements.- Monitored project progress and provided regular status updates to stakeholders.- Supported pre-sales activities by working closely with sales teams to understand customer requirements and propose technical solutions.- Delivered technical presentations and product demonstrations to prospective clients.Data Specialist, Market InsightsJanuary 2019 - December 2019- Worked on data analysis and market insights projects.- Provided support for data configuration and reporting.-Collaborated with partner vendors for projects.