Work with cross-departmental teams to drive sales and build a brand. Developed a support ticketing system to track and manage customer support. Created a reporting database and integrated multiple data sources. Used reporting database to explore and create data sets. Defined key metrics and developed reports, and dashboards. Facilitated customer order shipment, installations, warranty repairs, and returns. Implemented AI web chatbot, designed customer workflows, and created SOPs and knowledgebase documentation.

Coordinate with the R & D team to determine research priorities and develop a research roadmap. Work with researchers and participants to schedule and conduct product usage observations. Develop and support custom reporting system using SQL quires, Metabase, and Excel to provide information to researchers and other stakeholders. Manage support tickets escalated to the development team.

Developed processes and metrics for customer implementation, training and support. Provided direct support to users. Manage user testing and application review process, including facilitating onsite testing and coordinating user feedback. Created and managed customer and support knowledge bases, help videos, and user manuals. Completed the sales process through contracting, invoicing, coordinating payment and final implementation. Worked with the development team to prioritize bug fixes and system enhancements.

Manage day to day operations and effectiveness of support team as well as provide direct support to customers. Develop process and metrics for customer implementation, training and support. Create and manage customer and support knowledge bases, help videos and user manuals. Implement business systems including CRM, company email, file storage, marketing campaign system, accounting system, and support case tracking. Complete the sales process through contracting, invoicing, coordinating payment and final implementation. Work with development team to prioritize bug fixes and system enhancements.

Managed new implementation projects in addition to upgrade and version conversion projects. Served as the primary liaison with customers during the implementation process. Developed, maintain, and execute the project plan for software implementations and communicate status to the customer. Managed workload and priority of resources and personnel. Provided level two support for clients and ensure resolution.

Provided technical support to over 3,000 bank branches representing over 200 clients, troubleshooting cash management software issues. Researched and analyze forecasting and inventory planning recommendations for financial institutions. Worked with multiple departments including development and sales to complete new projects and efforts.Created and implement a client review process.Acted as main point of contact for client accounts to ensure overall client satisfaction and continued application engagement.

Developed and prepared weekly and monthly financial reports for senior management. Supervised billing and contracting process. Implemented company-wide customer relationship management solution, from product selection and customization through training of end users and continuing support.

Managed the training and supervision of end-user trainers and technical support personnel. Identified and resolved potential problems before they could affect customers. Maintained and developed support and training documents. Worked with development team to improve web based products.

Coordinated sales to new and existing accounts through sales presentations and building strong partnerships. Conducted product training and provided continuing technical support for regional accounts. Developed reports to inform corporate leadership of regional progress.

Managed all adult athletic leagues, including scheduling teams and referees, enforcing rules, managing scores, collecting payments, and promoting leagues. Managed the daily operations of the facility and supervised support staff and assistant managers. Created and perfected computer software used for scheduling and tracking customers.

Coordinated golf outings and tournaments (social, corporate, and fundraising). Organized the implementation, and maintenance of computer hardware and corporate reservation system. Managed daily operations of pro shop and outside operations. Expedited corporate reporting process by designing an enhanced membership database.