Kelly A. Johnson Email & Phone Number

Greenville, Sc, Us

San Diego, California, Us

Bellevue, Wa, Us

As a Solution Implementation Manager of our Professional Services team, I guide engagement and product adoption by building out custom solutions to accelerate time to value for our customers. In working closely with Sales, Customer Success, Training and our Consulting teams, I'm able to achieve successful implementations for our clients while ensuring they have the best experience right out of the gate, leading to higher adoption, retention and expansion opportunities for Smartsheet.

Bellevue, Wa, Us

Team member utilizing leadership skills while Quality Assuring new hires work to ensure work product exceeds our standards for the best customer experience..Documented process for the Case Review Certification workflow, which sets a criteria as to when a new hire “graduates” from case reviews.Launching the TaskUs team was one of our top 5 priorities for support this year. I contributed to help make this launch possible.Active member of the Smartsheet Support Think Team to improve quality in resolving internal and customer issues which drives employee and customer satisfaction with our product & services. This Increased customer satisfaction results in lower attrition and increases revenue through account expansion.Weekly calibration alongside managers to evaluate team member’s case work and review their accuracy of meeting our criteria.ProDesk team member for over 18 months serving our customers to offer consultations on how to improve their business operations as well as offer guidance on how to implement our core features and their premium applications. Consulting and offering of add-on features to achieve their business goals while broadening our product footprint. Application of strong technical skills to solve complex business and technology challengesWhite glove care to all customers to express empathy while providing accurate and detailed consultations.

Georgia, Us

Our purpose and goal is to be an organization focusing on the needs of car haul companies dedicated to improving the performance and professionalism of members individually and collectively.Program Management for new and existing programs.Account Management, Supplier Member Recruiting and Management using Sales Force and invitations to prospective members to special eventsTechnical Writing of all documentation regarding the standards, regulations, and how to’s relating to the Auto Hauling IndustryQuarterly Event Planning and Trade Show Logistics,Marketing including Newsletters, Collateral Material, Website, and Social MediaWebinar Meeting Planning/Facilitating and NetworkingWebsite Management, CRM Database organization and management, Sales Force CRM and Data reporting analysis, IT administrationPerformed data analysis by compiling massive amounts of data, slicing and dicing the data to show trends and areas of improvement / decline and created meaningful, highly visual displays and presentations - Data conversion of information to actionable strategies for business improvementNetworking and Sales to take the conception of an association for auto haulers to reality - Grew the membership from 5 founding members to 75 members within 2 years

Nashville, Tn, Us

Core Team Member of McKesson's enterprise-wide HzERM Access Management solution product that enables healthcare organizations to be thorough, consistent and efficient in their compliance processing and resource utilization, promoting revenue cycle improvement during the key patient access points: scheduling, registration, order entry and billing.Assisted end users with troubleshooting errors and resolving issuesMonitored, assigned and resolved user problems reported to the help deskAssisted in documenting processes and procedures relating to current and future systems environmentsAssisted in training and educating users on system functionality and capabilityMaintained regular communications regarding project issues, risks, and needs with client, vendor, team leadership and team membersAssisted with operation of control center and help desk supportProvided implementation and go-live supportDelivered remote troubleshooting and support to clinical staff, physicians and office administrationParticipated in development and testing new software enhancementsMaintained knowledge base in SharePoint by collaborating with development and Support TeamsResearched and compiled reference data, analyzed technical literature available, wrote descriptive copies, and verified technical information with related teams and departmentsOnsite customer testing of features as they are being developed to identify design, testability and usability issuesExecuted manual regression tests, interpreted the results, and diagnose basic test failures.Logged and communicated issues found during testing and assessed the severity of the issue with executives onsite

Irving, Texas, Us

Assisted with operation of control center and help desk supportProvided implementation and go-live supportDelivered remote troubleshooting and support to clinical staff, physicians and office administrationParticipated in development and testing new software enhancementsCreated documentation for internal and external customers including Software release notes, upgrade procedures, application notes, product description manuals, reference manuals, technical bulletins, internal software installation procedures, customer acceptance test plans and customer training modules. Ensured all documentation was current, accurate and complete as required by ISO 9001. Collaborated with subject matter experts to gather data for required documentation. Developed and managed online Help systems to streamline end-user publications library. Maintained system and facilitated software integration of On-Line Help system.Ensured all software changes were updated in publications which reduced shipment of obsolete documentation to end-users. Composed technical reports and user reference manualsEvaluated text, layout, charts, and graphics, ensuring clarity and consistency throughout documents.

Bachelors, Computer Science

B.S., Computer Science