Michelle Simon, Mba Email & Phone Number

Durham, North Carolina, United States

• Managing a portfolio of about 100 plus customers as they implement Avalara’s Tax compliance automation products.• Assisting customers in planning their implementation of Avalara’s tax automation suite to support their business processes and industry best practices.• Tracking key aspects of customer implementations, including key tasks, target dates forecast dates, risk factors and customer interactions.• Engaging internal and external business partners as part of the project management process.• Supporting customers’ success by answering application questions, tracking issues, monitoring changes, and resolving or escalating problems according to company guidelines. • Providing training and end-user support during customer onboarding• Updating internal implementation tracking systems in a timely and accurate manner for cross-departmental visibility and reporting.• Following established implementation standards and operating procedures. • Assisting with training of the new employees on the team and for the department• Attending management meetings to discuss the target/goals for the GoLive team.

Durham, North Carolina

• Overseer of assigned customer escalation accounts.• Ensure customer satisfaction by responding promptly and efficiently to any inbound support inquiries from external and internal customers. • Provide technical and business communication of issues to other colleagues and management.• Create and update Avalara’s knowledge-based articles.• Supersede individual case management, SLA and C-SAT Goals. • Provide 24/7 and 365-day support to clients by participating in weekend work rotation. • Provide training to new employees.• Participated in SURF trainings.

Raleigh, North Carolina

● Assisting clients to transition from ICD-9 Diagnosis codes to the ICD-10 Diagnosis codes● Assisting other Professional PM, Professional EHR (Clinical), and Interface teams with their backlog of cases.● Provided remote support accessing client’s computer through Salesforce, Remote Desktop and using other VPN connections to inquire about their issues.● Maintained accurate client records by thoroughly documenting status information in various CRM databases, including Salesforce.

Raleigh-Durham, North Carolina Area

● Enhanced team productivity by conducting team functions and events.● Developed and assisted with a training plan of the new hires.● Created and written knowledge based articles that was used for client retention and for employee training.● Created and handled multiple projects efficiently by utilizing effective organizational skills and performing/completing multiple tasks assigned by management / peers.● Leadership skills that would provide enthusiasm and drive results.● Met project timelines and budget consistently through effective project management of employee functions and events.

Raleigh, North Carolina

● Prioritized problems, incidents and service requests, leveraging business understanding with the clients and offering resolutions or escalated to the next level for proper resolution.● Ensured customer satisfaction by responding promptly and efficiently to any inbound support inquiries from external and internal customers.● Acted as a knowledge mentor to the newly hired and assisted my colleagues on other teams.● Provided technical and business communication of issues to other colleagues and management.● Provided remote support accessing client’s computer through Salesforce, Remote Desktop and using other VPN connections to troubleshoot their issues.● Maintained accurate client records by thoroughly documenting status information in various CRM databases, including Salesforce.● Increased sales by offering clients upgrades and additional user licenses.● Increased brand awareness and customer loyalty by attending company’s client-based conferences.● Provided 24/7 and 365-day support to clients by participating in on-call rotation.

Cary, Nc

● Ensured customer satisfaction by responding promptly and efficiently to inbound support questions from external andinternal customers.● Maintained accurate client records by documenting status information in various CRM databases, including SView andSharePoint.● Increased sales by offering clients upgrades, add-on products, and additional user licenses.

Durham, North Carolina

● Prioritized problems, incidents and service requests, leveraging business understanding with the clients and offeringresolutions or escalated to the next level for proper resolution.● Ensured customer satisfaction by responding promptly and efficiently to any inbound support inquiries from externaland internal customers.● Acted as a knowledge mentor to the newly hired and assisted my colleagues on other teams.● Provided technical and business communication of issues to other colleagues and management.● Provided remote support accessing client’s computer through WebEx, Remote Desktop and using other VPNconnections to troubleshoot their issues.● Maintained accurate client records by thoroughly documenting status information in various CRM databases, includingVantive.● Decreased software problems by updating software that used ORACLE and MSSQL databases.● Guaranteed quality and professional explanation of applications by testing and providing feedback on new releases.● Created departmental efficiencies during absences by assisting other departments during low staffing periods.● Provided 24/7 and 365-day support to clients by participating in on-call rotation.

Master Of Business Administration (M.B.A.), Project Management

Activities and Societies: Member of the Golden Key Honor Association

Bachelor Of Science (Bs), Organizational Management, 3