Jessica Schindewolf Email & Phone Number

• Lead the growth of the Managed Services team.• Responsible for strategic decision making and long-term planning related to team scaling, process improvement, and team management.• Oversee the day to day deliverables of the team.• Manage and enforce processes to ensure compliance with client requirements.• Manage escalated situations to resolve issues to clients' satisfaction.• Develop and manage key metrics and milestones of the team.• Meet with clients to clarify specific needs; troubleshoot issues to resolution and directly answer client questions.• Build, develop, and grow relationships with clients and support their learning and adoption to process and product.• Collaborate cross functionally to drive the goals of the organization.

• Build from the ground up a Professional Services team for North America.• Effectively manage a team consisting of Project Managers and Business Consultants.• Work with global teams to standardize the implementation process and improve processes.

Remote

• Manage Partner Led Implementations by mentoring and overseeing consultants as they implement the Impartner clients.• Track weekly updates on implementations, deal with escalations, work across departments to pull in needed resources.

• Supervise new hires and interns in the call center• Assist with on boarding sessions• Counseled subordinates when disciplinary actions were necessary• Analyze performance metrics, call trends, and quality assurance to ensure standards are being met• Check in with reps weekly to review evaluations and analytics• Host monthly 1 on 1’s with reps• Provide coaching and guidance as needed with reps• Encourage team building among team• Interview full-time candidates and make recommendation to hire or not• Coach, mentor and develop staff to assist with Professional Services Projects• Serve as Project Manager for multiple Professional Services projects simultaneously with varying levels of complexity, ensuring the work is scheduled and delivered as quoted, by the due date agreed upon• Handle client escalations • Create and adapt processes and procedures for Professional Services• Completed ADEPT Maximizing Personal Impact management certification• Built bench strength for Professional Services with both product knowledge and organizational skills• Work with clients to determine the scope, feasibility, and cost of custom projects• Advise innovative ways to increase productivity and efficiency • Manage all aspects of event planning for monthly company meeting, including purchasing food and arranging necessary vendors• Manage various aspects of event planning for annual department retreat, company Townhall and annual Kick-off meeting

• Developed and improved processes surrounding internal training and onboarding of Sales Representatives to gain efficiencies and exceed quality standards for product and industry knowledge• Presented standard and custom product demonstrations to prospective clients• Presented Sales Seminars nationwide, resulting in 2010 Top Average Revenue Sales Seminar Award

• Collaborated with Training and Technical Communications to create and maintain client training documentation• Developed and delivered the first integration class at Users Conference• Delivered live and web-based trainings for external clients

• Delivered live and web-based trainings for both internal staff and external clients• Exhibited leadership skills through cross-training and call facilitator roles• Provided technical support for clients using accounting, time and billing and document storage programs• Maintained outstanding stats for number of calls per hour and average length of call

Bachelor Of Science, Business Administration, Accounting

Associate Of Arts, Biblical Theology

Education record