Lara C. Email & Phone Number

Ann Arbor, Mi, Us

Ann Arbor, Michigan, United States

Greater Detroit Area

Ann Arbor

Responsible for sales system integrations and driving enhancements. Working with Academic Publishers and ProQuest sister companies to broaden the sales platform by selling titles direct from publishers and integrating systems which streamline librarian workflows. Collaborating with Marketing, Sales, Account Management teams, Publisher Sales teams, Publisher Relations, Customer Service, Engineering, and Sr. Management in coordinating releases and the delivery/distribution of training materials for sales enablement. Acting as point of contact for escalation of troubleshooting and process improvement for Publisher Direct sales.

Ann Arbor

Supervise a group of 18 contractors for Tech Mahindra and Cognizant working as System Analysts for the Consumer Service & Support Delivery Analysis Team. This team is responsible for all system requirements, reporting requirements for online projects and enhancements to the Billing, Payments, Mobile Usage and Plans and Features sections of the mobile, tablet and desktop online pages.Supervisory activities included strategic planning, goals and measures, one on one meetings, managing even workloads, cross-training analysts, overseeing project transitions and daily or weekly project oversight. Worked with clients to select the right contractor for the right team.

Managed client relationship to develop clear requirements, and reviewed survey results data to manage shifting priorities. Using Agile and waterfall software development methodologies, lead cross-functional teams of clients, technical resources Project Managers, web designers, and business analysts to address issues and work with development teams to create a feasible solution.Lead team efforts to manage deliverables by technical teams, refined requirements, proposed and worked through alternate solutions, addressed defects and issues and negotiated dates to implement the best solution in the release requested.Wrote technical and system requirements for desktop, tablet, and mobile payment and plans & features functionalityActed as liaison to business clients for work efforts ranging from small changes to multi-million dollar project efforts

Launched first online payments site as part of Call Center Transformation program Worked with Online, Integrated Voice Response, and agent assisted desktop teams to create a consistent customer experience across the enterprise

Greater St. Louis Area

Created and updated methods and procedures for payroll functions.Developed and implemented training for new employees to enter data in SAP business software

Dallas/Fort Worth Area

Wrote and implemented billing methods and procedures for universal service representatives.Wrote, developed, and delivered training to service representatives to use internal systems and take customer calls.

Dallas/Fort Worth Area

Inbound and outbound collections calls for ATT Small Business customers, including taking escalations from other representatives.Created and updated office standards and methods and procedures for incoming/outgoing collections for call centers.Consistently ranked highest in productivity in an office of 130 representatives

Greater Chicago Area

Managed enrollment and registration into various programs offered by Landmark Education.Managed and coached a team of volunteers/assistants.Managed and supervised production of small (5) to large (250) events or courses.

Education record

Education record

Education record