Jessica Hogshead, Pmp Email & Phone Number

Raleigh, North Carolina, United States

Durham, North Carolina, United States

Cary, North Carolina, United States

Cary, North Carolina, United States

-Developed and distributed product release notes and updated documentation for an average six products every eight weeks; conducted product demos for employees and partners-Led cross-functional meetings to review status of current and upcoming projects-Managed client services operations and early client-adoption processes, providing feedback to product.

Cary, North Carolina

• Serve as an ambassador for the Sales department throughout the organization and built strong internal relationships
• Pre-sale engineering support for enterprise customers with support consisting of technical documentation, advice on product availability, functionality, best practices and demonstration support
• Lead the sales hand off to implementation; maintain customer details, provide deliverables, final outcomes for the project, sales process details and customer statics necessary for a successful implementation process
• Maintain project plan based on current sales cycle and department needs
• Continually learn and develop business knowledge to effectively present and assist the 10-person sales department
• Assist with on-boarding of new business development partnerships that span from new product offering, custom development work and re-seller agreements

Raleigh-Durham, North Carolina Area

• Design, build, and lead an eight person support organization that prioritizes the customer relationship
• Create and maintain the training process for new employees and determine on-going career develop
• Serve as an ambassador for Customer Care throughout the organization and build strong internal relationships
• Partner with the management team to align the customer care department policies, procedures and systems with the company’s objectives
• Maintain and analyze monthly metric reports to ensure that the team is running efficiently and aligning with team and company goals
• Collaborate with the Operational Readiness team to ensure that training and processes for new products are in place

Raleigh-Durham, North Carolina Area

• Identified and drove Customer Care process improvements, daily team meetings, documentation creation, and necessary product communication
• Assisted management with the development and execution of the strategies to ensure the team met department/company goals
• Aided in creating a chat program that resulted in reoccurring revenue for the company
• Helped establish a Customer Care ticketing system which included: customer chat solution, reporting tool, recorded calls for training, improved internal escalation processes, overall improvement in ticket visibility.
• Functioned as the subject matter expert and a central contact for the customer care team
• Received, researched and resolved assigned client support issues

Raleigh-Durham, North Carolina Area

• Served as the first point of contact for a customer to report an issue or complaint
• Documented customer interactions, details of inquiries, complaints, or comments, steps to troubleshooting as well as actions taken to obtain resolution
• Resolved customer complaints via phone and email
• Served as subject matter expert on Medfusion products
• Managed multiple systems to ensure complete customer satisfaction

Chapel Hill, North Carolina

• Coordinated contracting and licensing processes for all new financial representatives, college interns and office staff
• Maintained training/development, contracting and office calendars
• Assisted with meeting preparations, product delivery, maintained inventory and submission of product applications
• Organized underwriting process for 6 full time financial representative
• Assisted with continuing education of 9 full time financial representatives
• Developed organizational strategies for team members