Rachel Probst Email & Phone Number

Chicago, Illinois, United States

• Subject Matter Expert
• Liaise with other business groups including Client Services, Sales, Marketing and SoftwareDevelopment to assist with product questions
• Contribute to product specifications to help define feature and functionality requirements
• Provide Mentorship to the SCRUM team
• Write user stories & test cases
• Perform detail reviews of solution during SCRUM refinements

Chicago, IL, Worked Remotely

• Manage, coach, and lead team of Analysts and Project Specialist to achieve individual, team and company goals.
• Manage account’s monthly billing & reconciliation process, for medical benefit services provided to 1100 school districts
• Identify and drive tactical initiatives to improve productivity, client/consumer satisfaction, and process improvements
• Track prioritized issue logs to completion, while managing internal and external resources to meet all deadlines
• Provide articulate communication to clients and internal teams around issue statuses, and manage escalations through to resolution
• Develop and manage timelines with clear and appropriate expectations set

South Bend, Indiana, Worked Remotely

• Application specialist providing support and maintenance of configuration requirements for an enterprise contract management solution, essential to 5 business units
• Managed varying levels of user security access, including contract signing privileges with zero breaches
• Identified, documented and submitted specific entities for sprint promotion, and communicated these complex details to our product deployment team in India
• Created software release notes summarizing sprint changes, identifying business units and contract types impacted for each sprint item
• Submitted formal change requests for impact risk analysis and sign off, prior to deployments
• Conducted application testing and troubleshooting of support issues. Communicated findings with users and often demonstrated via screen sharing sessions

Elkhart, Indiana, Worked Remotely

• Strategic leader of business delivery team responsible for driving product development and delivery of HRIS products, spanning 3 platforms. Products included Applicant Recruitment, Onboarding and Performance Management.
• Influential stakeholder in reshaping product vision with focus on maximizing value and sustainable growth of competitive functionality that was validated by the marketplace.
• Collaborated with cross-functional teams to plan, prioritize and coordinate product backlog items, and manage delivery processes to customers.
• Leveraged client feedback to reevaluate priorities and drive new initiatives to meet customer requirements
• Used insight gained as a trusted client advocate, to create business recommendations that clearly articulated elements of value, ROI and customer experience
• Mitigated stress, conflict and other elements that had potential to jeopardize project success and deadlines

Elkhart, Indiana Area

• Key player in the development of new and existing HCM products, to maximize value and growth of competitive functionality, leveraging feedback from client relationships to drive new initiatives.
• Successfully managed implementation of product solutions through all project phases. This often required development of unique configuration strategies to accommodate client requirements
• Administered extensive product testing and troubleshooting to identify functionality issues. This required collaboration with Development to achieve a complete and verified resolution more quickly.
• Documented implementation processes, best practices, product functionalities, issues and gap analysis to support consistent, repeatable and sustainable projects
• Identified product deficiencies requiring functionality improvement
• Used SQL to update databases, as a temporary workaround of unresolved product issues, to avoid work stoppage. Wrote scripts to also validate application and reporting data

South Bend, Indiana Area

• Managed asset inventory for clients in our fulfillment warehouse and created monthly invoices
• Facilitated user training, provided application support and developed documentation to allow clients to fully utilize the software with minimal frustration
• Created project estimates, procured resources, managed job production and ensured shipping schedule
• Generated database exports and imports, for software conversions and file updates
• Prepared import files and performed field mapping with 3rd party software providers
• Identified client reporting needs and developed solutions to maximize their ability to manage inventory

General Studies

Associate Degree, Computer Science