Jeff Laing Email & Phone Number

Longwood, Florida, United States

Longwood, Florida, United States

• Orchestrate deployment resources for onsite and remote software implementation projects.• Collaborate with project management teams to ensure timely and budget-friendly completion of projects.• Manage support dept. for enterprise software and hardware for 180+ customers and distributors in North and South America.• Lead and mentor 9 employees across two departments, ensuring their professional and career growth through goal management and mentoring.• Implement the 80/20 methodology to develop key performance indicators.• Foster relationships with key stakeholders from top customer accounts to ensure satisfaction with products and services.• Develop and implement cross-functional process improvements utilizing Rapid Improvement Events in the organization.• Successfully project-managed two simultaneous implementations of internal CRM (Microsoft Dynamics) and Jira Cloud Upgrade.• Plan the Goal Deployment Process with General Manager and facilitate the initiative throughout the year.• Conduct, analyze, and report the Net Promoter Score for the organization.

Longwood, Florida

• Managed the support department for enterprise software and hardware for 180+ customers and distributors across North and South America.• Developed and managed a team of 6 employees, fostering their professional growth through mentoring and goal management.• Developed key performance indicators (KPIs) using the 80/20 methodology to drive improvements in operational efficiency.• Cultivated relations with key stakeholders from top customer accounts to ensure satisfaction with products and services.• Conducted, analyzed, and reported on the Net Promoter Score (NPS) for the organization, providing insights to drive continuous improvement efforts.

Longwood, Florida, United States

• Led a one-year special project called "Goal Deployment Process" that aimed to define and develop a cross-functional continuous improvement process utilizing Rapid Improvement Events.• Conducted 5 Rapid Improvement Events and provided process documentation, including SOPs and Visio Workflow Diagrams, resulting in improved efficiencies and financial savings.• Developed a Confluence Page to track RIEs and documentation and used Ideation to allow for the submission of future RIEs.• Provided guidance and instruction post Goal Deployment Process to individuals in the organization in need of process improvements.

• Managed operations, coaching, and training for a team of 18 employees to ensure quality customer support and issue resolution.• Introduced key performance indicators (KPIs) to track case quality and performance, improving efficiency and effectiveness.• Mentored employees and identified career growth opportunities within the company, resulting in increased employee engagement and retention.• Planned and coordinated resources needed to test multiple projects simultaneously, ensuring timely and accurate delivery of high-quality products.

Sanford, Fl

• Oversaw project implementation with a team of three Project Managers, ensuring timely and within-budget project installations.• Coordinated with cross-functional teams to facilitate project requirements.• Managed the accounts receivable (A/R) process for all project milestones.

Sanford, Fl

• Managed complex projects through their entire lifecycle, ensuring successful completion within budget and timeline constraints.• Ensured project delivery quality by utilizing best practices and quality control methodologies.• Utilized analytical approach to solving complex problems, weighing risks and assessing data to select the best options.• Led training sessions to increase end-user product knowledge and efficiency, resulting in increased productivity and customer satisfaction.

Sanford, Fl

Maitland, Fl

Business Administration Bs - Management, Business

4.00 GPA

Aa - General Studies, General Studies

Aas Recording Arts, Recording Arts