Jennifer Stem Email & Phone Number

Nashville, Tn, Us

Nashville, Tennessee

Responsible for product management and software development for regional technical solutions, overseeing prioritization of development requests and resource allocation.

Nashville, Tn

Lead Account Manager for assigned major accounts with school districts throughout the US. Responsible for ensuring client satisfaction while staying within contractual guidelines.Project Manager for assigned major contracts. Responsible for creating and successfully executing implementation plans in accordance with contractual requirements. Subject Matter Expert for the VAL-ED (Vanderbilt Assessment of Leadership Evaluation) product. Responsible for standardizing the VAL-ED processes, training customer support teams to ensure high level customer support, and partnering with the VAL-ED Product Development Team for feature enhancements.Responsible for updating and documenting continuous process improvements to ensure operational consistency of the customer support team. Provide continuing support to internal and external customers for Discovery Education products, managing customer communications and exceeding customer expectations. Coordinate work-life balance activities for the office as part of Discovery’s “Life Work and Diversity” initiative.

Primary contact between multiple clients and CEVA for ongoing account management. Managed activities, projects, and billings within assigned accounts in accordance with all contractual agreements. Tracked, responded to, and resolved customer issues or requests to their satisfaction and serve as the escalation point for customer service related issues.Served as liaison between the customer and operations to address rework, process compliance and other quality related issues. Audited and approved credit and debit requests for all customer accounts.Generated, audited, and maintained standard work processes for the Customer Service Team in accordance with operational standards and ISO requirements.Facilitated the implementation of facility-wide CEVA LEAN initiatives.Worked directly with Sr. Management to establish programs and processes. LEAN training for all department personnel including orientation for new employees.

Provided customer service and information for cell phone account holders.Assessed account plans and recommended changes to ensure customer satisfaction. Fully utilized all company resources to resolve customer issues in a timely manner. Provided troubleshooting support and determined appropriate solution for customers.Provided peer mentoring.