Shen West Email & Phone Number

Wollongong, NSW, AU

Sydney, New South Wales, Australia

• In a very fast paced environment I am responsible for the onboarding and implementation management of multiple SAAS projects, across a variety of different products. I work closely with clients and internal.
• Awarded 'Employee of the Quarter' award within 9 months of joining
• Running multiple projects at the same time.
• Manage the end-to-end implementation process of Readytech software solutions for new clients.
• Coordinating the Data Migration process and client 3rd party integrations.
• Clear communicating with client in a non-technical, no jargon manner,

Sydney, New South Wales, Australia

• Onboarding new clients and gathering requirements.
• Evaluate clients processes to outline areas that can be improved with technology.
• Defining scope for for new websites / applications.
• Setting action points for clients, outlining information they must supply and realistic timescales.
• Creating a detailed specification for the design team and seeking client sign off.
• Website design and creation.

London Area, United Kingdom

• Delivering formal classroom and online training to clients, across multiple cloud based SAAS solutions.
• Providing training to elected database administrators, covering user profile creation, user privileges.
• Chairing meetings with clients to plan key stages of the implementation and set correct expectations for timescales, processes and their required involvement.
• Reporting back to stakeholders, initiating follow up and execution of client requests.
• Actively sharing knowledge and best practice to deal with difficult and complex situations
• Creating and editing comprehensive documentation that meets organizational standards, including full user guide.

• Acting as Database Administrator for CRM System.
• Dealing with correspondence, complaints and queries.
• Training staff and managing performance, sickness and absence and adherence to company policy.
• Responding to staff shortages by taking on ad hoc duties across the businesses.
• Managing the legal checks for over 300 properties in the portfolio, ensuring ALL are up to date.
• Negotiating and managing property owners who decline to resolve maintenance issues or authorise mandatory safety checks.

• Facilitating software, induction and ad hoc staff development training to internal members of staff (UK Travel).
• Acting as referral point to 2nd line support for issues relating to database administration, new user creation and amendments of letter templates within CRM system.
• Upskilling colleagues in the training team.
• Creating new courses to address the software and soft skill requirements of each individual business.
• Designing and writing training guides and supporting documents.
• Writing monthly training report for management board, breaking down stats and trends.

• Delivering high end user software training to clients across 3 different versions of the Adapt product (1 SAAS based and 2 client server) covering UK, Europe and USA.
• Liaising closely with sales and project management to encompass and pass on all relevant observations and threats to project plan timescales and influencing client’s opinion when needed.
• Defining business requirements and scope of projects. Reporting back to all stakeholders.
• Managing client’s expectations whilst representing my organisation in a positive manner.
• Delivering technical courses to database administrators and application developers.
• Seconded to design and facilitate brand new courses for long awaited new flagship product.