Jan Kremer Email & Phone Number

Dubuque, Iowa, United States

Responsible for the oversight and management of the Onboarding team who are tasked with providing support to the affiliated companies, including Kendall Hunt Publishing, Great River Learning, Westmark Development, and all of their respective customers. Overall focus if to ensure our customers have a positive customer experience when they are seeking assistance.

Remote

My work spanned across functional teams, products and geographic locations; across internal teams as well as external software/business partners. I excelled at operational readiness. I see the whole picture which enables the entire company to feel prepared for release of software - Marketing, Training, Sales, Order Processing/Billing, Support. As a Certified ScrumMaster, I coached my teams on Scrum principals.I frequently collaborated with cross functional teams to implement process change across the organization. My goal was to embrace the change and offer up guidance towards process improvement where there is a need.Note: My employment started with eMDs, Inc in Dec 2016. In December 2020, eMDs was acquired by CompuGroup Medical (CGM).

Dubuque, Ia

• Identified sources of client leads and researched suitability to the customer profile• Prepared and processed service contracts for prospective client and referral relationships• Conducted launch calls for new clients to ensure a smooth startup of services• Monitored/maintained integrity of data entered by team for clients/prospects in Salesforce• Identified needs & implemented improvements that result in increased efficiency of the team

Dubuque, Ia

In my role as the Quality Assurance Manager, I managed team of software testers who performed both manual and automated testing. I developed a culture within the testing team of repeatable process & continual improvement. I also identified staff training needs and implemented plan to fill knowledge gaps.

Dubuque, Ia

In my role as a Senior Test Engineer, I,• Used project requirements to create test plans that thoroughly cover all use cases• Conducted usability testing on web-based software application• Worked with Business Analyst to recommend/implement usability changes to software• Created customer-facing help documentation• Worked with testing peers to identify differences in testing approaches and implement processes that resulted in uniform testing efforts across the development teams• Mentor new testers and other employees on testing methodologies

Dubuque, Iowa Area

Manage 3 teams:- Software engineers responsible for new development- Software engineers responsible for defect fixes- Quality Assurance Analysts responsible for testing new development

Dubuque, Iowa Area

Manage team of software testers doing manual and automated testing of physician office software.

Dubuque, Iowa Area

Worked with Director of Dubuque office to develop and implement quality initiatives to drive down service delivery time and reduce incoming customer issues• Created standard processes / procedures and supporting templates• Assisted support teams in detailed problem analysis• Created measurements of progress and case studies documenting achievements for reporting to executive management• Conducted employee training throughout the Dubuque IBM center on quality initiatives

•Conduct process behavior analysis for 5 support teams; producing weekly metrics reflecting various performance aspects of the work for supported accounts•Analyze and interpret metric data and provide in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management.•Lead 5 support teams to complete defect prevention and continuous improvement activities that will result in cost savings.•Follow Lean methodology and provide continuous re-enforcement of the concepts within support teams•Review support solutions to ensure full root cause is identified and that identified solutions are scalable across accounts, support teams and geographies.