May Dalloul Email & Phone Number

Customer Success Manager, responsible for customer satisfaction, retention, and NPS. In addition to, contract renewal.

Responsible for client delivery and project management of Open Enrollment Implementations

Alpharetta, Ga

Primary point of contact for Human Capital Management (HCM) clients. Passionate about building strong relationships and soliciting feedback to guarantee retention. Advocate client needs internally to enhance satisfaction and secure positive experience. Partner with sales resources to pursue potential growth opportunities and maximize revenue. Monitor SLAs and negotiate contractual terms to establish win-win agreements.

Greater Atlanta Area

Built relationships with Human Capital Management clients to understand their needs and address their concerns. Responsible for client retention and references within organization. Partnered and provided leads to sales for potential growth and additional revenue opportunities. Negotiated and signed contract agreements to ensure client engagement and long term satisfaction.SHRM - GPHR Certified

Overall responsibility for client relationship, contract, satisfactions and SLAs. Identified and tracked ongoing client issues and improvement opportunities. Partnered with internal resources and managers to integrate processes and identify issues/gaps to improve services. Coordinated tasks/resources to implement enhancements and special projects. Tracked client requests and provided “Change Request” documentation including work description and cost estimate. Prepared monthly invoices with Accounting to ensure accuracy and timely billing. Main contact and coordinator of Global SAS70 audit for BPO clients in the US. Facilitated communication and delivery of required processes and credentials required by KPMG (external IT global audit firm).

Greater Atlanta Area

Gathered requirements from business and system analysts. Worked closely with developers to prepare test plans and test cases. Identified functionality defects and reported them using an issue tracking system. Ensured quality product and timely delivery to various clients. Coordinated with several resources at the ADP-India office.

Greater Atlanta Area

Managed testing Health & Welfare software, which resulted in delivering accurate and robust functionality. Followed a process life cycle in order to gather requirements, document functional and technical specifications, complete setup, finalize testing and migrate to production. Interacted with clients, as well as various internal and external resources to implement Annual Enrollment, acquisitions and interfaces successfully. Developed project plans and coordinated with resources to ensure quality and timely delivery.

Implemented SAP HR using ASAP methodology, which resulted in upgrading to a Y2K compliant software, and integrating the HR module with other live SAP modules. Defined client requirements in the areas of Health, Insurance, Savings and FSA. Customized various plans and benefit events according to client needs. Interacted with third party providers regarding interface specifications and Y2K issues. Developed business process procedures for end user training. Developed technical specifications for interfaces and custom reporting. Identified and documented software defects. Interacted with vendors to provide solutions, which resulted in increased client satisfaction. Managed and coordinated all tasks, resources, dates of execution for Go Live. Provided post production support and enabled the team to identify outstanding tasks and issues. Monitored progress and ensured timely delivery.

Ms, Computer Information Systems

Bs, Computer Science