Manage all post-implementation activities for mid-market and enterprise customers through strong relationship-building with multiple stakeholders, product knowledge, creating a joint plan with the customer, and measuring success Deep understanding of the customers Talent Acquisition team structure, hiring goals, diversity initiatives, and identifying what success looks like for the partnershipMaintain a deep understanding of our products (Entelo and ConveyIQ) and speak with customers about best practices for their particular use case, user training, influence customer behavior Partner with Account Managers to monitor account health and adoption to identify churn risk, work proactively to eliminate that risk, and identify upsell opportunitiesIncrease customer retention by conducting monthly calls with a set agenda, monitoring usage, and partnering with the Account Manager to deliver quarterly business reviews. Increase customer participation in trainings and workshops.Serve as the voice of the customer and liaison to other teams within Entelo, such as Product, Sales, Marketing

Supervised a team of 12 Account Managers with a book of business of over 1,200 WOTC clients. Lead agile software development cycles documenting all business requirements in Jira and Confluence. Establish and maintain lucrative partnerships to increase new business acquisitions. Boosted client screening compliance by 10% resulting in reduction in paper processing leading to a 25% increase in net profit by $500K+.Contribute to final testing through completing quality assurance testing. Enhance end user performance through delivering in depth training to proficiently navigate new technical advancements and increase user adoption rates for newly installed features. Promptly resolve client issues through analyzing Microsoft Azure Big Data WOTC reporting and Power BI reporting; communicate analysis findings to the account management team. Seamlessly integrate API technology for HR solutions by teaming with HRIS partners to implement all new clients onto WOTC platform. Increase retention and satisfaction through delivering exceptional services and connecting clients with the company’s network of HRIS partners.

Manager of our Small Business Client Care Team of 6 who manages a book of business of over 250 WOTC clients.Business Analyst responsible for documenting business requirements in Jira and Confluence for our IT department to work on technology enhancements to our front end and back end platforms to automate all aspects of our day to day operations.Responsible for turning HR Departments into profit centers utilizing Microsoft Azure Big Data WOTC reporting analysis.Link clients with our robust network of HRIS partners to provide best in class service for every HR business need.Implement new clients on our WOTC platform and work with their HRIS partners to integrate full HR solutions utilizing API technology for seamless integrations.

Senior Consultant within the Work Opportunity Tax Credits (WOTC) and Incentives and Affordable Care Act (ACA) division of First Advantage.Responsible for maintaining, servicing and building client relationships while managing a book of business under the ACA Advantage product. Dedicated to meeting the highest standards of quality and service for both internal and external customers.Manage assigned ACA Advantage clients. Answer, research and resolve all questions from clients regarding client data and ACA compliance issues. Maintain accurate and up to date client master files (including contracts, POA, etc.). Resolve client data issues. Work with client to maintain up-to-date wage/location files and benefit enrollment files on a timely basis. Consult with clients to determine the best measurement method to track employee statuses (FT/PT) for their organization. Determine clients' appropriate Measurement, Administrative and Stability Periods.Analyze Affordable Care Act (“ACA”) compliance based on client data.Develop and implement improvement ideas for compliance and client processes.Quality check all reports and documents generated provided to clients.Lead Implementation plan to effectively manage the deployment of First Advantage tax services.Generate, analyze and distribute all necessary client reports timely.Update contracts/addendums and POA’s for client book of business.Remain current on ACA and WOTC legislative updates to ensure clients are compliant and maximizing their tax credit capabilities.

Implementation Lead within the Tax Credits and Incentives and Affordable Care Act (ACA) practice within EY.Focused on teaming with clients to effectively manage the deployment of EY's Work Opportunity Tax Credit (WOTC) services and EY's ACA compliance and reporting services.Dedicated to the detailed execution of the implementation project plan, in order to ensure client success and satisfaction.Leads overall implementation effort and ensures the Project Team completes the project.Develops the Project Work Plan with the team and manages the team's performance according to the plan.Secures acceptance and approval of deliverables from the Internal and External Project Stakeholders.Communicates project status reporting along with issue and risk management.Responsible for delivering the project on schedule, on budget and according to the scope of the Statement of Work (SOW).

Primary client interface responsible for the development of business and cultivating relationships with First Advantage's Tax Clients.Responsible for executing First Advantage's leading practices in screening applicants to determine eligibility for Work Opportunity Tax Credit (WOTC) credits.Provide client and project team leadership, develop senior level client relationships, and regarded by the client as their trusted adviser.Provide ongoing tax consultation, including monitoring of WOTC account activity and trends and sharing of legislative/industry updates and best practices.Report Key Performance Indicators (KPIs) to clients in order that they recognize areas for process improvement. Lead and create quarterly business reviews.Responsible for client satisfaction, account revenue growth, and overall business profitability in tax services.

Serve as a trusted advisor for First Advantage’s key Applicant Tracking System and Recruitment Marketing clients.Develop trusted relationships with executive level professionals and provide strategic recommendations leading to the achievement of client goals and objectives.Consult with clients on First Advantage’s products and services including Applicant Tracking System Technology, Recruitment Marketing strategies, CRM Technology, Online Advertising Job Distribution Technology, Social Networking Technology.Negotiate contracts and manage multiple vendors on behalf of my clients, including job boards, media companies and social networking websites.Consult with government-contracted clients to ensure they exceed OFCCP minimum compliance regulations, leveraging our partnership with America's Job Exchange, VetJobs.com and DiversityWorking.com.Proactively anticipate client issues and, utilizing periodic audits and analysis, develop and implement solutions to eliminate high priority problems.Exceed assigned clients’ expectations for their overall e-recruiting strategy and technology solutions implementation, training and hiring success.

Represented the Technology Solutions Group which was responsible for selling business products to HP’s largest Enterprise Business clients including storage and servers, as well as personal computers, printers and software. Generated sales opportunities and logged all opportunities and closed sales into Siebel CRM database to track my pipeline for forecasting purposes.Built strong customer relationships with my clients’ executive level professionals to further penetrate my accounts with additional products, warranties and services. Managed the internal operations for assigned clients, including customer inquiries and issues, quotes, loans, and the entire sales cycle.Delegated task assignments to my account team on all customer projects to ensure contract deliverables for all new projects.Proactively strengthened the partner/reseller relationships within my accounts to accomplish joint sales goals.Conducted ongoing qualification of new opportunities to drive more business by staying in contact with my clients on a regular basis.

Annuity Product Marketing Manager (6/06 – 5/07)Responsible for the overall content of all annuity marketing collateral to agents & clients.Accountable for product management, implementation and training of new products. Assisted Compliance & Actuarial departments with developing annuity contracts. Supervised the daily tasks of 3 Marketing Analysts who worked with me.Sales Consultant (2/05 – 6/06)Retained 17.4% of annuity in-force policies in the Actuarial Business Retention Unit; Industry retention rate benchmark was 14%.Sold appropriate new annuity policies to in-force policyholders as a trusted adviser.Obtained Life, Health & Annuity producer license in 32 states. Customer Service Advocate (11/03 – 2/05)Provided exemplary customer service to retirement annuity policyholders, including answering difficult product questions and concerns.Learned the complexities of retirement accounts, including IRAs, Tax-Sheltered Annuities, Roth IRAs, Non-Qualified Annuities & tax rules and consequences for early withdrawal.Promoted to the Actuarial Business Retention Unit as a result of my ability to gain rapport with clients and my ability to understand the benefits/consequences of decisions made in regards to their retirement accounts.