•Provide start to finish Implementation of Vet Practice Management softwareIncluding: Project Scooping, Workflow Creation, Project Management, Product Support, Bug Tracking, Client Management, Integration Setup, Hardware Troubleshooting, Training, LMS Support, and On-Site or Virtual Go-Live support.

• Developed and Recorded KCS Training Video Guides for International Use internally leading to a more consistent knowledge base. • Worked with cross-functional teams on customer tickets, release notes, articles, and escalations. • Ensured great customer experience by providing 24/7 emergency support as needed. • Acted as the “voice of the customer” from creating Closing and Reopening Guides, voicing need for enhancements, to aiding in the development of a direct access to Tier 2. • Learned SQL to offer customers Custom Reporting from their database

•Making sure great tasting, high quality food is served. Resolving food quality issues. Managing food safety which includes the following: ensuring hand washing and glove changes, monitoring time and temperature on the line, monitoring secondary shelf lives, and enforcing the Daily Food Safety Checklist and food safety policies and procedures.•Resolving customer incidents and working to ensure positive customer experiences.•Managing crew breaks, shift changes, shift meetings, and line schedules. •Assisting with Crew performance reviews and the resolution of performance issues. •Training and developing future Service Managers.•Assisting with miscellaneous office administration duties such as: banking, cash handling policies and responsibilities, and office paperwork.•Overseeing office equipment and making sure office supplies are ordered as necessary.•Ensuring the proper quantity of supplies are available as needed.•Ensuring the line and reach-in cooler are organized and clean. Managing daily and weekly cleaning of the line, dining room, restrooms, and patio. •Assisting with the execution of marketing promotions.

•Evaluated current training deck for automation options•Evaluated over 10 LMS/LRS(Learning Managment System/Learning Record Store) to develop both online Internal training and External Certification Program site •Set up localhost Moodle site for Internal LMS evaluation and adoption •Worked with Implementation to improve training deck and develop certification standards for third party Implementation teams. •Upgraded Knowledge Base articles to be more modern, searchable, and scalable in anticipation of product hard launch.•Audited Support Release Test Cases for “eye of the customer” functionality which led to better interdepartmental communication with QA and Development. •Used Project Management Skills to go from Sale of product to full implementation •Worked with Scrum Master to be the voice of the customer to accommodate key External Stakeholder

•Conducted on-site training of Guestware functionality with all levels of hotel operations with a customer centered attitude resulting in raving fans and higher than average knowledge retention.•Discussed training agendas and overall implementation goals with clients leading to increased customer satisfaction.•Showed adaptability on site when any problems occurred resulting in increased customer trust and satisfaction.•Aided with updating and creating new documentation of Implementation Manuals for a more streamlined experience for clients.•Reworked Microsoft Excel forms sent to customer by adding Help Buttons and clearer instructions to help clients complete even the most complex form needed to begin implementation.•Wrote articles for the customer knowledge base resulting in a more complete resource hub. Managed time to accommodate multiple clients in different departments resulting in increased efficiency and better client experience.•Retrained current clients resulting in better understanding and application of material.•Effectively managed planned travel resulting in reduced cost to clients.

•Conducted on-site training for DMS functions with a customer centered attitude resulting in raving fans •Provided great customer service leading to an above average customer satisfaction rate •Discussed training plans with client leading to increased trust of the company with client •Aided with the training of new team members leading to a more developed team •Demonstrated product knowledge by showing security flaws in HTML editor resulting in an improved and safer software •Managed time to accommodate multiple clients in different departments resulting in an increased efficiency and better client experience.

•Worked with manager to design a process on screening escalated calls to decrease call time, use gamification principles to aid in training new team members, and increase customer satisfaction. •Maintained an above average call volume and amount of closed cases per week on current team •Continually review open development tickets to increase interdepartmental communication efficiency. •Revamped training of new team members resulting in faster curriculum mastery. •Demonstrated advance learning techniques leading to taking Tier 2 calls within 1 month of hire date. •Wrote KCS standard articles for both internal and external use for product resulting in more developed knowledge center. •Conducted QA testing on scheduled updates resulting in an improved product before release.

•Managed budget resulting in 20% expense reduction •Maintained and reported activities to both internal and external stakeholders leading to increased funding to procure bigger project office.•Planned and organized various events using micro-learning based methods to teach risk reduction of over 2000 event attendants. •Developed volunteer training program which trained over 150 volunteers resulting in a more efficient project •Designed and implemented marketing strategy resulting in 400% increase in attendance from previous year. •Maintain business relationships in order to solicit donations, funding, and good will resulting in over $9,000 of donated items. •Facilitated guided focus groups resulting in risk reduction education of approximately 450 unique individuals from a targeted demographic •Managed project social media leading to an increase of 33% engagement across different social media platforms.

• Generated sales by providing excellent customer service• Provided solutions to guest concerns as Manager on Duty resulting in increased customer satisfaction.• Assisted with Accounts Receivable and Payable leading to more efficient money management• Created End of Month reports for GM detailing customer satisfaction, budget for food and on site store, and refund/ charge backs. • Cross checked LNRs in OnQ with physical files resulting in increased efficiency of front desk operations.

• Generated sales by providing excellent customer service• Provided solutions to guest concerns• Performed Night Audit as needed• Restocked and organized the Pavilion Pantry resulting in increased visibility of products and sales. • Drove guests in company van to nearby attractions

• Generated sales by providing excellent customer service• Provided solutions to guest concerns as Manager on Duty resulting in greater customer satisfaction• Trained new Night Auditors• Matched receipts with checks for accounts receivable leading to increased efficiency in interdepartmental communication.