Jeff Thorogood Email & Phone Number

San Diego, California, United States

Analyze and evaluate business requirements, consult with personnel from various departments and identify areas for the development of technical solutions to integrate, automate and improve business processes for the organization.Utilizing intuitive problem-solving skills to understand and articulate business needs into functional specifications.Determine reporting requirements and perform data management as needed.

Temecula, California, United States

● Maximize productivity by designing, implementing, and managing new Customer Success Department to improve all customer service metrics● Promote steady business growth by boosting customer engagement and loyalty to successfully maintain an average NPS score of 9.8 ● Support strategic initiatives by implementing new CSAT survey system company-wide to capture key satisfaction metrics ● Achieve long-term goals by instituting quarterly business reviews for all customers to reduce average churn rate from 11% to 3%● Collaborate with key stakeholders to modify existing processes resulting in a reduced sales cycle, quicker onboarding times, and faster software adoption● Exceed expectations by single-handedly migrating the organization from Salesforce to Microsoft Dynamics 365, including data migrations, customization, process documentation, and training● Design and maintain current Dynamics 365 environment to include all integrations, reports, MS Power Automate, MS Power BI, and organizational customization

Temecula, California, United States

● Enhanced revenue by successfully launching 5 commercial products and 20 custom applications to meet strict deadlines● Directed large projects by expertly coordinating the software development lifecycle for all products, including needs assessment, specifications, programming, marketing, release, and follow-up● Optimized communications by consulting with key customer stakeholders to identify core requirements, expectations, and deliverables● Exercised keen attention to detail by maintaining the Salesforce environment, including data migration, custom applications, workflows, security, integrations, and reporting

Temecula, Ca

● Increased material retention by creating new training program resulting in an 18% reduction in new user call volume● Fostered a culture of continuous improvement by collaborating with a 20 member team to turn around critical product errors within 24 hours● Coordinated presentations, schedules, and training materials for annual user conference to effectively support 300+ attendees● Delivered cost-effective solutions by introducing automatic call routing to lower the dropped call rate to .005% per year● Resolved complex business problems by developing and administering new beta release program to reduce software bug reports by 25%● Decreased spending by creating and managing a training calendar and scheduling system to diminish travel costs by 40%● Guided new software development within existing products through product ownership and customer modification requests

Escondido, Ca

● Provided quality end-user support by diagnosing and resolving custom software and hardware-related problems via email, phone, and forums● Enhanced customer understanding by conducting walkthroughs of software features to increase satisfaction ratings by 15%● Instructed new and existing customers by leading 20 training sessions and 5 consultations per year● Implemented, maintained, and modified CRM software and database to incorporate sales, support, and management into a single system