Rebecca Zelman Email & Phone Number

Vienna, VA

• Responsible for all aspects of Implementation Services for the Concur Government solution, ConcurGov. This includes managing a team of managers with over 20 direct reports
• Improve metrics/tracking capabilities for utilization and productivity analysis to meet 70% goal for the year
• Increase profitability of the government business unit by meeting established yearly revenue goals
• Identify new revenue and service opportunities and collaborate with Account Management to ensure all possible hours for assigned task ordered projects are executed
• Interface consistently with senior leaders in the Government Business unit, ensuring collaboration across teams and open communication
• Drive strategic customer communications relative to configuration and consulting services

Vienna, VA

• Responsible for leading the Internal Revenue Service (IRS) and United States Department of Agriculture (USDA) ETS2 implementations to ConcurGov, both large scale service level D projects with a combined 15+ custom.
• Led all aspects of the IRS, EPA and HHS implementations to include management of the project schedule, directed the functional, travel and technical consultants to prepare environments, led meetings that supported.
• Coordinated with team members and the agency to ensure project plan milestones were met in a timely manner
• Managed a team of 8-14 individual contributors, worked to instill sound, repeatable processes and organizational discipline around activities necessary to successfully implement agencies to ETS2 on time and with.
• Mentored and advised other team members in the areas of program and project management, Government travel practices and policies and implementation experience
• Provided guidance and subject matter advice to Concur senior management on various ETS2 topics

Fairfax, VA

• Managed the Department of Transportation from September 2009-July 2010
• Managed the United States Department of Agriculture from July 2010-December 2012
• Managed the Environmental Protection Agency from August 2010-December 2012
• Conducted post build testing to verify agency specific configuration is accurate after all major releases
• Facilitated weekly calls with agency representatives to discuss and troubleshoot any issues with the system or enhancements
• Coordinated with agency representatives on maintaining an accurate issues log

Fairfax, VA

• Worked with the Help Desk Manager on day-to-day operations of the help desk to include resolving escalated issues, managing personnel and acting as a liaison between the Help Desk and all other areas of the GovTrip.
• Monitored the call and ticket volume and reassigned and redistributed resources accordingly
• Developed agency specific resources for the Help Desk to keep them up to date with the configurations of all 14 federal government agencies supported by the project
• Created and executed SQL to provide report data when agencies requested specific data elements

Fairfax, VA

• Assisted the United States Department of Agriculture to successfully implement into the GovTrip system including Kick off meetings and Business Process Reviews
• Used Excel and SQL to validate and loaded agency specific data
• Coordinated an issues log to track reported discrepancies in the system and their assigned releases
• Assisted the USDA with testing all enhancements and troubleshooting agency specific issues
• Conducted Account Manager duties in the Account Manager’s absence
• Lead trainer for USDA customers providing oversight to other trainers as required

Fairfax, VA

• Assisted government agencies by troubleshooting issues reported via Help Desk calls, emails and self-service tickets.
• Researched trouble tickets using the application, database, interface with agency financial system and the global distribution system.
• Conducted training sessions for Federal Agency Travel Administrators, travelers and routing officials for multiple federal government agencies.

Suffolk, VA

• Managed the day-to-day operations of the office, as well as three domestic violence emergency shelters
• Coordinated a six-locality direct mail fundraising capital campaign
• Assisted in planning fundraising and awareness events
• Monitored and tracked all state grants funds

Blacksburg, VA

• Oversaw a staff of up to 90 students, including callers, monitors, supervisors and managers
• Managed daily and nightly calling shifts with up to 30 student callers, student supervisors and monitors
• Increased the retention of student callers by maintaining an incentives program, approximating over $16,000 at the end of fiscal year 2006, from gifts-in-kind
• Persuaded alumni, parents, students and friends of Virginia Tech to contribute over $100,000 to the university
• Coordinated retrains and supplied the necessary materials for every new fund (Advanced Degree Fund, Parent’s Fund, College Annual Fund, Senior Challenge, Corps of Cadets Fund, VT Annual Fund) throughout the fiscal year
• Implemented friendly competitions to increase credit card fulfillment by 3% in one semester

Bachelor’S Degree, Communciations

High School