Martha Montoya Email & Phone Number

Santa Ana, Ca.

Manage project initiatives for clients in medical record retrieval, HEDIS abstraction and HCC coding. Work directly with managed care organizations in order to achieve the most favorable outcome. Liaison between the medical record coders, abstraction, MRT, software, remote access(EHR) and offshore operations. Conduct weekly status meetings with clients to review current project status and coordinate meetings as needed with our clinical, data operations, EMR and retrieval teams.Create project plans with Microsoft Project, for each project and assure teams are following the plan as outlined.Assure teams are well aware of changes to the original scope.

Irvine, Ca.

Manage field service SAAS software implementation projects for multiple service industries such as HVAC, Contractors, Chimney, HealthCare.Conducted on average 30 trainings a month for numerous internal and external clients including Administrators, Managers, Dispatchers/Schedulers on the FieldAware web platform and mobile app.Develop and maintain a high degree of expertise with multiple FieldAware products.Proactively assess customer needs, develop implementation plans to meet those needs.Provide direction to customers through data collection and analytical process. Escalate and manage resolution of issues with cross functional teams and external vendors.Utilize CRM to manage resolution of customer issues to ensure satisfaction.Coach and develop new sales and technical support staff in India.

Irvine, Ca.

Successfully manage complex system implementations for large number of clientsConduct Webex training sessions to train client’s executive team.Maintain high level of knowledge about current and upcoming ExpensAble products.Assess customer needs and develop implementation plans to exceed expectations. Through data collection and analytical process, provide guidance to clients.Configure ExpensAble to meet customer business requirements.Maintain and cultivate relationships with client decision makers.Create ACH/Nacha files with Stylus Studio, modify accounting interface files for various accounting systems.Configured international clients on various needs such as VAT, HST, GST and various currencies.Identify GL account code structure for various companies and configure ExpensAble to meet such needs.Escalate and manage the resolution of issues with cross functional teams and external vendorsAssist sales team as a subject matter expert.

Oversee entire employment cycle: interview process, coach and develop new hires, performance reviews, terminations, disciplinary actions of employees and temp employees.Oversight of daily operations of two call centers compromised of 30 team members. Responsible for daily and weekly reporting for the Real Estate Division Call centers and their pertaining order administration.Conducted daily and weekly conference calls pertaining to open development issues.Schedule Customer Service and new product training for all technicians.Real Estate Software Knowledge (Agent Office, Broker Back Office, Agent Websites).Maintain supply inventory and process orders as needed.Manage employees’ schedules and maintain appropriate coverage. Assist Director of Customer Service in transitioning California Agent Office call center to Kansas.

Brea, Ca.

Managed a team of 15 employees and 3 call divisions.Manage entire employment cycle of numerous employees; interview process, coach and develop new hires, performance reviews, terminations, disciplinary actions.Liaison between the out of state team and local developers to ensure quality products.Update and maintain knowledge base.Develop and streamline processes and operations for call center.Solve customer technical difficulties with all software products supported.Managed team of 10 technicians to perform QA and report bug issues. Real Estate Software Knowledge: Lightning for Windows, Lightning 97, Lightning 2000, CMA+, Rand McNally Maps, Synergy, Formulator, Thomas Brothers Maps, Pocket Real Estate.Maintain excellent relationships with MLS re-sellers and assist with technical difficulties.Report, review and interpret daily metrics to CEO

Project Management Professional-Certificate

Computer Science Courses