• Guide and direct software development to effectively meet client needs• Partner with internal cross-functional teams to ensure line of business communication planning activities• Insure each team has understanding around customer needs and competitive landscape as it pertains to pricing, product offerings, and usage• Work with strategic partners to increase collaboration

• Oversight for a diverse team of professionals responsible for providing customer experiences through both customer-facing and behind the scenes roles• Develop and monitor key performance indicators to ensure quality/outcomes in support, sales, and operational activities• Partner with cross-functional teams to ensure line of business communication

• Implementation ownership for SaaS• Create and oversee client training program via multi mediums• Set up and manage customer support systems and processes• Develop internal LMS and Knowledge Base

• Employee onboarding and ongoing teambuilding• Responsible for SAAS and software training specific to clients’ needs• Create learning materials and manuals for classes both general and specialized• Develop and maintain LMS for classes held across the US and abroad• Administrate Salesforce to track and develop client sales leads• Establish feedback criteria with Customer Service department for continuous improvement

• Provided training, technical writing, and database development service to clients in Southeast US.Clients List Included: ADP, Georgia Dept. of Education, Circuit City

• Developed online training program for developing dotcom• Managed the training of over 5000 potential clients to introduce "Cloud" technology• Wrote all training materials for technologies new to market

• Create and establish a training program for existing LAN based software and new online technology• Wrote manuals for legacy software and online help

• Train clients in the use of project management and estimating software• Implement electronic media into existing training programs• Customer support and coordination or materials• Work with the programmers to implement improvements based on customer feedback

• Track and report all employee review statistics for fortune 500 company• Manage company wide conversion to January 1st review date • Contribute proposals and input for development of company wide bonus programsAdditional Positions Held: Sales Representative, Quality Associate, IT Operator, Statistical Administrator, Escalations Manager-East Division, CI ChampionSpecial Achievements: CFR Certified, DEC On-Time, Feb 1994 Center Ring,PCBM Team, CLT, Merit Review TeamCI Champion (Internal Consultant) • Lead inbound/outbound call center in focus on Continuous Improvement• Train center management in uses and application of CI• Act as consultant using TQM to implement and measure results• Facilitate meetings and train focus groups in soft skill exercises