Paula J. Smith Email & Phone Number

Sandy, Ut

Responsible for performing remote initial contact, Pre Checks for Upgrade Activities, information gathering and scheduling for upgrade activities for client systems installed globally in the field. As part of the upgrade process, I run heath checks of the configuration and health of the installed solution prior to scheduling a software upgrade. I build strong relationships with our customers by meeting or exceeding their expectations with an attitude of ownership, accountability, and sense… Show more Responsible for performing remote initial contact, Pre Checks for Upgrade Activities, information gathering and scheduling for upgrade activities for client systems installed globally in the field. As part of the upgrade process, I run heath checks of the configuration and health of the installed solution prior to scheduling a software upgrade. I build strong relationships with our customers by meeting or exceeding their expectations with an attitude of ownership, accountability, and sense of urgency. I have maintained excellent customer satisfaction by providing world class customer support. Received 4th Quarter 2012 RCM PCE Most Valuable PeerReceived Bronze Excellence Award – Sept. 2014 for excellence in scheduling and productivityReceived Bronze Excellence Award – Jan. 2014 for scheduling project for Walt Disney WorldReceived Silver Excellence Award – Jan. 2015 for scheduling project for Capital One Show less

Sandy, Ut

I provide a central point of contact for large customers to coordinate all upgrade activities with the Remote Proactive Division of EMC, by information gathering and scheduling for upgrade activities for client systems installed globally in the field. As part of the upgrade process, I schedule the heath checks of the configuration and health of the installed solution prior to scheduling a software upgrade. I build strong relationships with our customers by meeting or exceeding their… Show more I provide a central point of contact for large customers to coordinate all upgrade activities with the Remote Proactive Division of EMC, by information gathering and scheduling for upgrade activities for client systems installed globally in the field. As part of the upgrade process, I schedule the heath checks of the configuration and health of the installed solution prior to scheduling a software upgrade. I build strong relationships with our customers by meeting or exceeding their expectations with an attitude of ownership, accountability, and sense of urgency. I have maintained excellent customer satisfaction by providing world class customer support. Received 4th Quarter 2012 RCM PCE Most Valuable PeerReceived Bronze Excellence Award – Sept. 2014 for excellence in scheduling and productivityReceived Bronze Excellence Award – Jan. 2014 for scheduling project for Walt Disney WorldReceived Silver Excellence Award – Jan. 2015 for scheduling project for Capital One Show less

Drive the turnover process from Sales to Implementation by gathering all facts and documents utilized during the sales process. Establish a relationship with the client contacts and setup recurring meetings to effectively manage the implementation process. Coordinate the collection of information and communicate with the appropriate departments within PlanSource and with 3rd party vendors. Accurately configure the Benefits Administration and Decision Support portals. Manage the flow/timeline of… Show more Drive the turnover process from Sales to Implementation by gathering all facts and documents utilized during the sales process. Establish a relationship with the client contacts and setup recurring meetings to effectively manage the implementation process. Coordinate the collection of information and communicate with the appropriate departments within PlanSource and with 3rd party vendors. Accurately configure the Benefits Administration and Decision Support portals. Manage the flow/timeline of the implementation to the established deadlines and escalate when necessary. Provide system training to the broker and client's key Administrative Staff. Import initial Data. Coordinate and manage the implementation of all electronic interfaces requested by client. Work with Account Manager to set expectations regarding pricing and timing. Manage the handoff process from Implementation. to Service/Account Management to ensure client satisfaction and continuity. Show less

Vangent Inc. Civilian, Defense, and National Security Division – Sandy UT Participated in OTDR3 (Operational Test Dry Run 3) as one of 25 site level Telephone Questionnaire Assistance agents for 5 weeks prior to live launch. Feedback regarding our experience during the final operational simulation was provided to the U.S. Census Bureau prior to agent training and resulted in the creation additional job aids for agent use. . Member of the team that trained over 1300… Show more Vangent Inc. Civilian, Defense, and National Security Division – Sandy UT Participated in OTDR3 (Operational Test Dry Run 3) as one of 25 site level Telephone Questionnaire Assistance agents for 5 weeks prior to live launch. Feedback regarding our experience during the final operational simulation was provided to the U.S. Census Bureau prior to agent training and resulted in the creation additional job aids for agent use. . Member of the team that trained over 1300 Telephone Questionnaire Assistance Agents, Service Quality Control Monitors, Call Center Supervisors during phase 1 for the 2010 Census within 3 weeks.Member of the team that transitioned over 900 TQA agents to the role of Coverage Follow Up Interviewers for phase 2 of the 2010 Census Operations within 3 weeks. Member of the team that trained over 300 newly added Coverage Follow Up Interviewers for the 2010 census on an as need basis.Provided additional training as mandated by the Census Bureau and also provided ongoing support as needed to improve agent performance. Show less

Managed senior support technicians in providing support to a select customer base in a call center environment. for time and attendance software. Client base included high revenue accounts as well as strategic partners, resellers and reseller customers.• Maintained 85% service level of calls directed to the Premier Support call queues. • Doubled revenue of Extended Service Agreement renewals in the last two years. • Provided account management for largest customers with upwards of… Show more Managed senior support technicians in providing support to a select customer base in a call center environment. for time and attendance software. Client base included high revenue accounts as well as strategic partners, resellers and reseller customers.• Maintained 85% service level of calls directed to the Premier Support call queues. • Doubled revenue of Extended Service Agreement renewals in the last two years. • Provided account management for largest customers with upwards of 50,000 employees. • Supported ongoing revenue streams issues by coordinating with resellers of Qqest Time and Attendance products as well as reseller customers using a Qqest Time and Attendance solution.• Resolved problems for those customers using both Qqest Payroll and Time and Attendance products. Show less

Delivered effective customer service and technical support and training to office personnel located in 24 branches across the U.S. and Canada. • Converted data and delivered onsite training for seven plant locations during the software upgrade to the new Alsco billing system. • Participated in the data conversion and onsite training of seven new plant locations to the Alsco system across the southern United States. • Assigned to the Cyborg Payroll Project in February 1999 as the… Show more Delivered effective customer service and technical support and training to office personnel located in 24 branches across the U.S. and Canada. • Converted data and delivered onsite training for seven plant locations during the software upgrade to the new Alsco billing system. • Participated in the data conversion and onsite training of seven new plant locations to the Alsco system across the southern United States. • Assigned to the Cyborg Payroll Project in February 1999 as the I.T.Trainer to facilitate the timely transition to meet December deadline for Y2K compliance.o Customized Cyborg Payroll software for ease of use by branch office personnelo Modified payroll procedures to work with newly acquired payroll system. o Wrote 157 page manual for branch personnel regarding procedure and reference material for new system. o Designed and taught classes to branch personnel in using the new payroll system for over 90 people. o Developed trainer evaluation form for new training, Attendees were asked to complete a satisfaction survey and overall average was 9.5 positive rating on a scale of 1 to 10o Provided outstanding technical support to branch personnel during the first initial payroll processing and subsequent two weeks. Show less

• Created new business within Utah by actively marketing qualified professionals in an effort to expand client base and provided excellent service to existing accounts with on-site visits and proactive calls in an effort to assist with current staffing needs. Acted as account liaison to the recruiting staff to ensure that client expectations were being met.

Cultivated a national database of technology companies in an effort to assist their staffing needs for technical professionals. Recruited a national database of qualified technical professionals eager for new opportunities. Conducted pre-screening interviews with potential candidates and clients. Facilitated communication during the hiring process and closed the placement.

Provided client training in a classroom environment for clients in the Salt Lake City area utilizing ADP Payroll products and received consistently high approval ratings .Courses included the following: PC/Payroll – A two day class in the use of the basic ADP Payroll product developed for companies from 50 to 1000 employees. Basic and Advanced Report Writer – Two separate one-day courses in producing custom reports from the data stored in the software database. PC Personnel – A one-day class in… Show more Provided client training in a classroom environment for clients in the Salt Lake City area utilizing ADP Payroll products and received consistently high approval ratings .Courses included the following: PC/Payroll – A two day class in the use of the basic ADP Payroll product developed for companies from 50 to 1000 employees. Basic and Advanced Report Writer – Two separate one-day courses in producing custom reports from the data stored in the software database. PC Personnel – A one-day class in utilizing the personnel portion of the software for benefits administration and customization for unique client needs. • Responsible for the seamless conversion of large clients to the ADP Payroll system by on-site instruction and software installation when required, accurate assessment of client requirements and set-up on mainframe CICS system. Analysis and set-up of additional customized reports and general ledger interface for accounting needs. • Provide pre-sales and post-sales technical support during sales cycle to ensure client needs are met.. Show less