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

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.

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.

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.

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