Patricia Scanlan Email & Phone Number

Richmond Hill, Ontario, Canada

Markham On

Pei, Canada

Charlottetown, Pe

Honest Advice + Holistic Planning = Empowered, Financially Healthy Clients

Charlottetown, Pe

Charlottetown, Pei

-Prioritize and manage multiple projects and deliverables simultaneously-Lead projects through planning, concept and delivery-Effectively communicate project expectations to team and project members in a timely and clear manner-Directly responsible for the on-boarding of new clients, including but not limited to writing and implementing all policies, processes, documentation, training and metrics around on-boarding.-Development and implementation of client-focused policy fulfillment strategies - ensuring efficient, effective delivery of policy documentation.-Provide detailed documentation including plans, status reports, metrics, pain points, etc.-Coordinating all aspects of project delivery including defining project scope, specifying deliverables, estimating project duration, effort and cost, and managing project budget.-Constantly communicate with clients to identify needs, evaluate alternative business solutions, gather required assets for implementation, etc.-Ensure ensure timely, cost-effective, and high-quality delivery of services to all clients and staff.-Identify areas of concern and improve efficiencies as each initiative progresses through its life cycle.-Design and development of staff training and education programs aimed at improving client service/client experience. This includes the establishment and coordination of key client services standards/metrics and the ongoing measurement and reporting of results.-Salesforce implementation and administration. This also included writing and maintaining best practices, use policies and training.-Software testing and usability testing following detailed test plans as well as design feedback.-Design input, quality testing and feedback on the ScreenScape application and internal tools directly to the development team.-Human resources duties (recruiting, interviewing, scheduling, forecasting, annual employee reviews, policy development and implementation, training and terminations)

Charlottetown, Pei

-Managing the day to day operations of a busy Technical Support department, providing phone, email and chat support.-Manage client engagement services and solution implementations-Foster customer loyalty by ensuring that our customers fully utilize the value of our solutions and services.-Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.-Define and initiate projects, and assign Project Managers to manage cost, schedule, and performance of component projects, while working to ensure the ultimate success and acceptance of the program.-Identify and make recommendation for process improvements.-Oversee the implementation of organizational policies and procedures.-Monitor the performance of personnel to ensure a productive work environment.-Manage the HR function in the areas of staffing and training.-Motivate employees to achieve personal goals and to consistently meet expected quotas.-Building a teamwork environment that encourages hard work and collaboration.-Ensure workflow efficiencies, customer service excellence, and quality assurance.-Manage, edit and maintain the company’s Customer Support website, built using Drupal.-Gather key metrics around Customer Satisfaction and ease of use of software and website.-Organizing and chairing meetings with Partners and internal staff.-Coordinating of sales department, partner organizations and support department to ensure overall success of various initiatives.

-Managing a department with approximately 150 staff members.-Coordinating the organization of project activities ensuring that projects are completed on time and within budget constraints.-Organizing and or chairing executive meetings and conferences.-Acting as the primary liaison between all team members assigned to projects.-Coordinating all aspects of project delivery including defining project scope, specifying deliverables, estimating project duration, effort and cost, and managing project budget. -Ensuring department success by driving day-to-day operations through the application of sound project management principles and methodologies-Maintaining regular communications with active team and business stakeholders.-Maintaining a detailed status, activities and issues reports on each project to present to major project stakeholders.-Ensuring each project team has established meaningful, key metrics that properly reflect the performance of the team and indicates progress towards objectives. -Human resources duties (recruiting, interviewing, scheduling, forecasting, annual employee reviews, policy development and implementation, training and terminations)-Requirements of this position include vast technical knowledge of both software and hardware. A List can be provided if needed

Education record

Itss, Information Technology

Education record