Steven Major's Location
Concord, North Carolina, United States, United States
Steven Major's Contact Details
Steven Major work email
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Steven Major personal email
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About Steven Major
Results-oriented Implementation Consultant with over 5 years of experience successfully implementing complex software solutions for diverse clients. Skilled in analyzing business requirements and developing strategic implementation plans. I have a demonstrated expertise in driving process improvements, optimizing workflows, and delivering exceptional customer satisfaction. With a proven track record of managing multiple projects simultaneously, I consistently meet deadlines and exceed client expectations.My ability to determine and resolve problems, interface with clients, process problem tickets, and possess extensive platform knowledge allows me to provide clients with outstanding results and a high level of customer satisfaction. Notably, I have implemented over $1 million dollars in recurring revenue within a financial year and played a key role in conceptualizing and implementing a 90-day implementation process, significantly reducing the timeframe from 160 days. Moreover, I have successfully driven team engagement to increase by 55% in just one quarter.With strong communication skills and adeptness in building relationships with stakeholders at all levels, I am actively seeking a challenging role where I can utilize my technical expertise and leadership abilities to drive successful implementations and contribute to organizational growth.ππππ‘π§π’πππ₯ ππ«π¨ππ’ππ’ππ§ππ’ππ¬: SQL, Apache, Windows, POS, WorldPay, TSYS, GPI, Vantiv, FIS, Zendesk, Software Implementation, Credit Card Transaction Processing, Project Management, SalesForce, Microsoft Office (Word, Outlook, Excel, PowerPoint, OneNote), Teams, Slack, IIS.ππ¨π«π ππ¨π¦π©ππππ§ππ’ππ¬Project Management | Software Implementation | Business Analysis | Requirements Gathering | Stakeholder Management | Process Improvement | Workflow Optimization | Client Relationship (CRM) | Technical Expertise | Change Management | Training and Support | Risk Assessment | Data Analysis | Quality Assurance | Problem-Solving
Steven Major's Current Company Details
Steven Major Work Experience Details
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Client Implementation SpecialistTechtriadConcord, Nc, Us
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Implementation ConsultantUpshop Nov 2023 - Presentβ’ Provided smart, simple and connected solutionsβ’ Deployed Upshop solution to grocery industry clients ranging from FreshIQ to Expiration Date Managementβ’ Troubleshoot issues for clients, document resolutions, and establish playbooks for operations of an implementationβ’ Setup and configure Upshop software for the client anywhere from being a new label to a new logoβ’ Perform data validation of migrated Items, Ingredients, Recipes, and other associated items for migration clientsβ’ Travel onsite for troubleshooting, Discovery meetings, and Go-Live support as needed -
Upgrade Engagement OwnerOracle Jun 2022 - Nov 2023(Formerly Cerner)β’ Accountable for successfully delivering multiple projects across upgrade platforms, ensuring adherence to project timelines, budgets, and quality standards.β’ Cultivate and maintain strong external client relationships, proactively identifying opportunities to drive business objectives.β’ Direct and provide guidance to a high-performing team of associates responsible for executing client upgrades, fostering a collaborative and results-oriented work environment.β’ Develop and execute comprehensive code and domain strategies for upgrade projects, ensuring seamless integration and optimal system performance.β’ Proactively manage project issues by identifying, mitigating, and resolving risks and challenges, while promptly escalating critical issues to relevant stakeholders.β’ Drive process improvement initiatives to streamline workflows, enhance efficiency, and optimize project outcomes.β’ Collaborate closely with cross-functional teams, including development, quality assurance, and support, to ensure a cohesive and successful upgrade implementation.β’ Continuously monitor project progress, analyze data, and provide regular updates and reports to key stakeholders, ensuring transparency and effective decision-making. -
Manager Of Professional ServicesEmporos Apr 2022 - Jun 2022Charlotte, North Carolina, United Statesβ’ Developed and implemented procedures to optimize the operational efficiency of the Professional Services team (Implementation and Training), resulting in streamlined processes and improved customer satisfaction.β’ Monitored programs and procedures to ensure timely and high-quality delivery, consistently meeting or exceeding customer expectations.β’ Maintained an in-depth working knowledge of the company's systems, tools, and processes, fostering adoption among the Professional Services team to maximize their effectiveness.β’ Managed a team of Implementation Specialists and Trainers, providing coaching and guidance to enhance their technical expertise as consultants of the Emporos Platform while supporting their professional growth and career development.β’ Represented the needs of the Professional Services department within the Customer Success Department and Emporos at large, collaborating closely with cross-functional teams to drive alignment and achieve common objectives.β’ Established and reported on key performance indicators (KPIs) to track and meet company goals, including billed ARR, Net Promoter Score (NPS), upgrades, and cloud conversions.β’ Assisted the Customer Success Department in technical troubleshooting and escalations, serving as an internal subject matter expert with deep product knowledge to provide effective solutions tailored to customers' specific workflows.β’ Managed strategic projects when required, defining project scope, identifying owners, and establishing timelines, ensuring the delivery of high-quality outcomes. Proactively communicated changes and risks in project scope and developed contingency plans to minimize disruptions. -
Sigis Specialist And Lab/Hardware Senior TechEmporos Systems Corporation Mar 2017 - Jun 2022Charlotte, North Carolina Areaβ’ Played a key role in onboarding and supporting clients with the SIGIS/IIAS process, ensuring a smooth implementation.β’ Maintained lab environments and specialized in the maintenance and RMA (Return Merchandise Authorization) processes of all hardware supported and operated in conjunction with the MerchantSoft POS software.β’ Conducted troubleshooting of hardware and software issues related to Emporos' MerchantSoft POS application, employing a systematic approach to identify and resolve technical challenges.β’ Interacted with customers via telephone and email, providing detailed information about products and services and collecting necessary details of complaints to facilitate prompt resolutions.β’ Maintained accurate records of customer interactions and transactions, including inquiries, complaints, comments, and actions taken, ensuring comprehensive documentation and follow-up.β’ Provided a warm and welcoming customer experience by greeting customers courteously, actively listening to their concerns, and determining the reason for their communication.β’ Proactively contacted customers to respond to inquiries and update them on claim investigation results and any planned adjustments, ensuring timely and effective communication.β’ Escalated unresolved customer grievances to designated departments for further investigation and resolution, collaborating cross-functionally to ensure customer satisfaction.β’ Assisted in canceling or upgrading accounts as per customer requests, following established procedures and guidelines.β’ Offered guidance and information on company-related inquiries, leveraging an in-depth knowledge of products and services.β’ Collaborated closely with the Director of Customer Care to ensure the delivery of proper customer service and to identify opportunities for process improvement and enhanced customer satisfaction.
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Customer Care ManagerEmporos Jun 2021 - Apr 2022Charlotte, North Carolina, United Statesβ’ Developed and implemented effective procedures to optimize the operation of the Customer Care department, ensuring efficient and high-quality customer service delivery.β’ Monitored programs and procedures to ensure on-time delivery and customer satisfaction, consistently meeting or exceeding service level goals.β’ Maintained an in-depth working knowledge of the company's systems and processes, staying up-to-date with industry trends and best practices to drive continuous improvement.β’ Established performance standards and metrics to guide the team in achieving service goals, regularly tracking and evaluating performance to drive productivity and customer satisfaction.β’ Provided coaching and guidance to the support team, fostering a high-performance culture and promoting customer satisfaction.β’ Gathered feedback from customers regarding service failures or concerns, working collaboratively with internal stakeholders to address and resolve issues promptly.β’ Engaged in ongoing self-development to stay current on customer service, sales, and supervisory procedures and practices, enhancing personal skills and knowledge.β’ Assisted the support team in troubleshooting issues that required special handling or escalation, leveraging expertise and experience to ensure effective resolutions.β’ Responded to customer inquiries and problem-solving in a professional and effective manner, demonstrating excellent communication and conflict-resolution skills.β’ Investigated and resolved complex or long-standing customer issues escalated by Customer Care representatives, applying analytical thinking and problem-solving skills to achieve satisfactory outcomes.β’ Provided comprehensive training to staff to ensure a high standard of customer service delivery, focusing on product knowledge, communication skills, and customer-centric approaches.
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Account ExecutiveEmporos Systems Corporation Apr 2019 - Jun 2021Charlotte, North Carolinaβ’ Continued responsibilities as an Implementation Specialist, ensuring successful implementation of solutions for customers.β’ Ensured customer success by offering training opportunities to enhance productivity and ease of use.β’ Implemented new customers, including IPWs (Installation Planning Worksheets) and on-site go-live support.β’ Monitored and facilitated the adoption of the latest version of Emporos software, minimizing upgrade timelines and resource requirements for customers.β’ Acted as a strategic partner to customers, understanding their key initiatives and providing day-to-day support and long-term strategic planning at least three times per year. Examples of initiatives include increasing the capture rate, capturing populationhealth information, hardware replacements, and gateway processor changes.β’ Served as a customer advocate, influencing product management to address specific bugs, features/functionalities, and product enhancements important to customers, championing their needs and ensuring their inclusion in the product roadmap.β’ Vigilantly monitored the progress and status of service orders, proactively addressing delays or high-priority issues. Escalated to the development team as necessary to expedite resolutions.β’ Approached problem-solving with a customer-centric mindset, actively seeking ways to improve customer experiences and address their pain points.β’ Thoroughly documented and understood customer enhancement requests, focusing on identifying the underlying problem rather than proposing specific solutions. Investigated whether the requested enhancements were already present in the product, couldbe achieved through workarounds, or required workflow improvements.β’ Collaborated with the inside sales team to identify customers who could benefit from additional Emporos products and services, leveraging a deep understanding of customer needs to enhance their overall experience.
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Implementation SpecialistEmporos Systems Corporation Mar 2018 - Jun 2021Charlotte, North Carolina, United Statesβ’ Collaborated with clients throughout the entire implementation process, from contract signing to Go-Live.β’ Conducted Implementation Planning Workshops (IPWs) with clients, gathering requirements, defining project scope, and creatingcomprehensive implementation plans.β’ Set up User Acceptance Testing (UAT) and Production (PROD) environments, configuring software, and performing data analysis and retrieval using SQL.β’ Travelled onsite to client locations to facilitate IPWs and Go-Live events, providing hands-on support and guidance. Offered remote support as needed to ensure client satisfaction.β’ Identified and proactively drove high-quality project deliverables, dependencies, and critical path items, effectively managing changes in project scope and creating contingency plans in a dynamic environment.β’ Controlled project deliverables, scope, and expectations coordinating projects with clients, Customer Care, Development, and senior leadership to ensure successful implementations.β’ Developed and maintained detailed project plans, including schedules, technical and business requirements, cost estimates, resource plans, communication plans, risk mitigation plans, and issue resolution plans.β’ Managed the deployment of application releases, reviewing release notes, scripts, and tasks.β’ Troubleshoot issues that arose during implementation processes, working closely with clients and internal teams to identify and resolve technical challenges.β’ Led the defect resolution process for all technical-related issues, documenting and tracking technical issues, defects, and problems with customer deployments. Collaborated with application developers to ensure timely resolution of defects.β’ Maintained and enhanced engagement with business and IT partners, fostering positive relationships and ensuring alignment throughout the implementation journey.
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Customer Care RepresentativeEmporos Systems Corporation Mar 2015 - Mar 2018Charlotte, North Carolina Areaβ’ Effectively troubleshoot hardware and software issues related to Emporos' MerchantSoft POS application, demonstrating technical expertise and problem-solving skills.β’ Engaged in communication with customers via telephone and email, providing accurate and helpful information about products and services, as well as addressing and resolving complaints.β’ Maintained comprehensive records of customer interactions and transactions, documenting inquiries, complaints, comments, and actions taken to ensure a thorough and organized customer service process.β’ Welcomed customers warmly, establishing rapport and actively listening to understand the reason for their call, allowing for efficient and personalized assistance.β’ Proactively contacted customers to respond to inquiries or provide updates on claim investigations and any planned adjustments, ensuring timely and effective communication.β’ Escalated unresolved customer grievances to designated departments for further investigation, collaborating with internal stakeholders to achieve satisfactory resolutions.β’ Handled account-related tasks such as canceling or upgrading accounts, following established procedures and guidelines.β’ Provided information and guidance on company-related inquiries, leveraging knowledge of products, services, and policies.β’ Collaborated closely with the Director of Customer Care to ensure the delivery of proper customer service, working together to identify areas for improvement and implementing strategies to enhance the customer experience.
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Consultant (Deployment/ Imaging Technician)Experis May 2014 - Mar 2015Charlotte, North Carolina Areaβ’ Interacted with various applications including Siebel, SCCM, Connected Backup (Iron Mountain), Avaya, and other TIAA-CREF applications, ensuring their proper functioning and integration.β’ Utilized tools such as USMT (User State Migration Tool) to migrate data from users' XP machines to their Windows 7 machines, facilitating a smooth transition.β’ Demonstrated familiarity with SCCM Console, effectively utilizing it for deployment and management tasks.β’ Built USB OSS (Operating System Setup) drives for imaging through the SCCM Console, streamlining the imaging process.β’ Conducted machine imaging using the SCCM boot environment, ensuring consistent and efficient deployment of operating systems.β’ Traveled to multiple Regional offices and Executive Suites to perform regional deployments, ensuring timely and accurate implementation of software and hardware solutions.β’ Received consistent positive feedback from customers who were deployed, achieving high levels of customer satisfaction.β’ Conducted software troubleshooting for programs such as Microsoft Office and Outlook, identifying and resolving issues to optimize software performance.β’ Installed software for customers, ensuring proper setup and configuration to meet their specific needs and requirements.
Steven Major Skills
Customer Service
Management
Training
Sales
Team Leadership
Windows 7
Windows Xp
Operating Systems
Team Building
Leadership
Security
System Deployment
Technical Support
Computer Hardware
Software Installation
Steven Major Education Details
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High School Diploma
Frequently Asked Questions about Steven Major
What company does Steven Major work for?
Steven Major works for Techtriad
What is Steven Major's role at the current company?
Steven Major's current role is Client Implementation Specialist.
What is Steven Major's email address?
Steven Major's email address is st****@****ner.com
What schools did Steven Major attend?
Steven Major attended Jay M Robinson High School.
What are some of Steven Major's interests?
Steven Major has interest in Children, Environment, Education, Science And Technology, Arts And Culture.
What skills is Steven Major known for?
Steven Major has skills like Customer Service, Management, Training, Sales, Team Leadership, Windows 7, Windows Xp, Operating Systems, Team Building, Leadership, Security, System Deployment.
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Steven Major
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