Joe Thackeray Email and Phone Number

o Gather and analyze software requirements from user groups, interviews and research.o Organize and document software requirements.o Create detailed use cases and other functional documentation.o Communicate software release information through release summaries and online meetings.o Collaborate with QA and Developers to manage each sprint cycle to ensure task completion and testing is completed.o Lead team meetings such as daily stand ups, grooming, sprint planning… Show more o Gather and analyze software requirements from user groups, interviews and research.o Organize and document software requirements.o Create detailed use cases and other functional documentation.o Communicate software release information through release summaries and online meetings.o Collaborate with QA and Developers to manage each sprint cycle to ensure task completion and testing is completed.o Lead team meetings such as daily stand ups, grooming, sprint planning, strategic planning and retrospective meetings.o Utilize tools such as Azure DevOps Server (TFS) and NetSuite to enable cross-functional teams to work effectively on projects and communicate progress between teams.o Perform data analysis using dashboards and tools such as PowerBI.o Document, communicate and prioritize product issues and enhancements. Member of the scrum prioritization team.o Develop content and training materials to deliver quality processes and expectations for internal associates. Show less

o Directly manage 12 reports. Team members include accounting support representatives and payroll specialists.o Establish and maintain a positive, professional environment regarding client service awareness, morale, work ethics, teamwork and productivity. o Develop and execute strategies to improve client satisfaction and create a positive customer service experience for approximately 2900 Powersports dealers.o Increased Net Promoter Score by 90% in a two-year period.o Developed… Show more o Directly manage 12 reports. Team members include accounting support representatives and payroll specialists.o Establish and maintain a positive, professional environment regarding client service awareness, morale, work ethics, teamwork and productivity. o Develop and execute strategies to improve client satisfaction and create a positive customer service experience for approximately 2900 Powersports dealers.o Increased Net Promoter Score by 90% in a two-year period.o Developed a strategy plan to increase Service Connect usage 370% in one year.o Monitor and evaluate customer interactions and associate performance in regular one-on-one coaching sessions. o Utilize Tableau Business Intelligence and Analytic software to analyze raw data for use in dashboards and reports, with the intention of improving the customer experience.o Report out on performance metrics to internal colleagues/executives.o Document, communicate and prioritize product issues and enhancements. Member of the scrum prioritization team.o Responsible for interviewing and hiring highly skilled and qualified individuals.o Develop content and training materials to deliver quality processes and expectations for internal associates.o Network with Product, Project, Program and Departmental Managers to identify teammate training issues and quickly implemented solutions where required in a change-driven environment. Show less

o Primary point of contact during the software implementation process for the customer.o Managed implementation tasks and coordinated activities with the customer and other implementation team members. o Performed data conversion and/or data edits for new/existing clients.o Delivered solution configuration and end-user training that drives adoption and satisfaction.o Engaged with cross-functional teams to allow the sharing of processes and documentation.o Compiled all… Show more o Primary point of contact during the software implementation process for the customer.o Managed implementation tasks and coordinated activities with the customer and other implementation team members. o Performed data conversion and/or data edits for new/existing clients.o Delivered solution configuration and end-user training that drives adoption and satisfaction.o Engaged with cross-functional teams to allow the sharing of processes and documentation.o Compiled all relevant data, documents, and information needed for all departments post installation. Show less

o Resolved client inquiries, maintaining ownership through resolution.o Performed root-cause analysis, developed logical conclusions, and suggested appropriate workarounds.o Helped with the training and development of front line team members.o Managed expectations and cases for high profile clients that use our software.o Documented interactions with cause, fix and resolution.o Performed database maintenance using various database utilities including SQL.o Handled… Show more o Resolved client inquiries, maintaining ownership through resolution.o Performed root-cause analysis, developed logical conclusions, and suggested appropriate workarounds.o Helped with the training and development of front line team members.o Managed expectations and cases for high profile clients that use our software.o Documented interactions with cause, fix and resolution.o Performed database maintenance using various database utilities including SQL.o Handled conflict resolution and complex issues that needed additional research through tier II escalation. o Built and maintained relationships with customers through building trust, managing expectations and delivering results. Show less

o Assessed training needs on an ongoing basis and conducted branch meetings and trainings as necessary. o Assisted customer and financial service representatives with customer research and problem resolution.o Handled customer issues escalated by customer and financial service representatives.o Aggregated currency transactions bank wide using system generated reports and teller logs. Completed reports as necessary.o Conducted periodic compliance checks of cash drawers, official… Show more o Assessed training needs on an ongoing basis and conducted branch meetings and trainings as necessary. o Assisted customer and financial service representatives with customer research and problem resolution.o Handled customer issues escalated by customer and financial service representatives.o Aggregated currency transactions bank wide using system generated reports and teller logs. Completed reports as necessary.o Conducted periodic compliance checks of cash drawers, official checks and ATM card inventoryo Ensured staffing coverage of all areas including front counter, vault teller and telephones.o Maintained documentation regarding employee performance and met with employees periodically to discuss progress toward work goals.o Led marketing campaigns that led to being the top cross selling branch in the region. Show less

o Developed long-term rapport with customers and fostered profitable relationships.o Discussed customers' financial concerns, questions, and needs.o Identified and pursued potential customer leads and meet sales goals.o Provided financial advice and matched financial products with customers' needs and goals.o Processed customer deposits, withdrawals and other banking transactions.o Maintained 100% on mystery shopper score.o Exceeded monthly Great Cross Sale targets.o… Show more o Developed long-term rapport with customers and fostered profitable relationships.o Discussed customers' financial concerns, questions, and needs.o Identified and pursued potential customer leads and meet sales goals.o Provided financial advice and matched financial products with customers' needs and goals.o Processed customer deposits, withdrawals and other banking transactions.o Maintained 100% on mystery shopper score.o Exceeded monthly Great Cross Sale targets.o Earned bank wide Star Employee Award. Show less

o Built and maintained professional account relationships with over 200 business owners and IT professionals.o Managed business profiles including VoIP telephones, T1 Lines, phone software programming and scheduled installations.o Identified new business opportunities to further grow profit margins. o Supported basic phone programming questions and level 1 troubleshooting questions.o Met monthly and quarterly sales goals.