• Directly manages the Customer Integration and Data Management (CIDM) team to support customer onboarding and implementation. Data Integration, Data Strategy, Leadership, Business Intelligence, Data Technologies, Team Leadership, Data-driven Strategies, Data Infrastructure, Compliance, • Develop productivity metrics, track activity, and define solutions to improve productivity and the customer experience• Manages the overall performance of staff members to ensure compliance with goals, policies and practices and approved Customer Integration and Data Management (CIDM) processes• Collaborates with the Continuous Improvement Team in the development, prioritization, and review of Customer Integration and Data Management policies, procedures, business processes and service standards• Responsible for the implementation of CIDM policies, procedures and service to promote centralized knowledge sharing with all technical support teams• Supports technical roadmap and drives prioritization with key technology stakeholders• Identifies and investigates opportunities to standardize/improve processes as well as implement system enhancements for the areas that are supported by the team• Provides technical leadership and direction in supporting CIDM initiatives• Provides subject matter expertise regarding customer-facing processes and solutions in support of Customer Onboarding initiatives• Synthesizes feedback relative to customers’ use of Customer Setup and onboarding initiatives and provides to appropriate internal stakeholders for review and consideration• Subject matter expert for development of CIDM training programs including both onboarding of new associates, SOP development, and continuous education for system enhancements and best practices• Hires, trains and retains a talented team of service professionals• Works closely with cross-functional teams on key business initiatives that impact Customer Operations teams and CIDM

• Directly manages the Customer Implementation Specialist team to execute simple through complex customer implementation activities, including training and complex issue resolution for all customer segments and sizes (CSP, Health System, 340b, Government, Buying Group and GPO).• Identifies, analyzes, and documents customer business requirements both current and future; leverages ABDC customer solutions knowledge to recommend appropriate solution for system and data requests. Develops solution roadmap, timeline for transition, and leads project execution.• Manages the system solution planning and execution activities associated with customer onboarding and/or conversion activities to assure that the transition from implementation to "go live" is a smooth transition without outstanding issues. Includes providing input to all phases of the implementation process: requirements gathering, testing, validation, customer training, customer support, trouble-shooting, and resolving customer issues; ongoing internal cross-functional leadership to support customer technical needs (i.e., developer meetings, customer-facing meetings, ongoing documentation and leadership support).• Partner with appropriate personnel to create and deliver customer presentations and RFP responses; as well as address and resolve customer concerns as needed from Prospect, RFP and QBR activities, including ongoing internal and external stakeholder meetings.• Implements and manages the documentation, monitoring and evaluation of all customer support performance measures, including phone system reports, critical success measures, end of month reports, duties and responsibilities.• Subject matter expert (SME) regarding customer-facing processes and solutions in support of ABDC initiatives and customer implementation activities. Maintains a deep understanding of ABC system solutions as needed to provide in depth support of these systems/applications..

Manage the technical support department for all end users.

Managed an integral position within the Payments departments, working closely with Sales, Product Support, and other Payments Operations at Realpage Inc.Streamline payments implementation proceduresIncreased implementation activations within 90 days by 35%Decreased MTTI from 90 to 60 days for strategic clientsReach quarterly goal in 2013 Improved interdepartmental relationshipManage directly 9 staff members and 1 supervisorFinal Hiring decision on all employees90 day and annual performance reviewMonthly employee knowledge matrixDeveloped STAR program for outstanding team memberReported directly to Vice President of Realpage Lease Star DivisionDeveloped weekly reporting to update executive team membersPresented current state of the department every other month to CEO,CFO and SVPFacilitated weekly leadership meeting Successfully managed implementation of 6 RealPage payment solutions.ACHElectronic money ordersTel-IVRCredit Card Merchant accountStand alone processing Check 21Responsible for achieving monthly and quarterly goals

Supervise the information technology department in accordance with organizational policies and goals. Ensures proper functioning of company's electronic payments processing systems and maintain strong customer relationships. Develop customer oriented strategies, policies, and practicesReduced Level One associate ticket time by 50% ,reduced Level Two associate ticket time by 35%Improved communication among all departmentsSupervise directly and indirectly 20-25 staff members Final hiring decision on all employees ,90 day and annual performance reviewMonthly performance discussionPhone and ticket evaluationsCoaching staff that all customers are updated according to Service level agreementUnderstand the Service Level agreementUnderstanding of electronic check processingTraining - Ensure staff uses excellent written and oral communication skillsConfirm all issues have been researched and properly documentedMake certain new projects are completed by deadlineDemonstrate strong analytical and problem solving skills to determine best solution to unusual or complicated problemsMember of project team to ensure successful completion of all application projectsEnsure Project Manager complete business requirementsDesign- Ensure that the final design meets end user business requirementsTesting- Oversee final design testing with internal employees and end usersImplementation- Responsible for correcting time wasting behaviors in our Implementation processMember of Change Control Committee to ensure only proper changes according to PCI regulations or updates are implemented to current softwareImplemented first contact resolution plan