Susan E Smith Email & Phone Number

Irving, Texas

Centennial, CO (Remote)

• Managed all aspects of the implementation process, including collaborative consultation with clients, requirements definition, solution design, configuration, unit and integration testing, training and full deployment.
• Engaged in customer kick-off meetings, including review project expectations, deliverables, and training timelines.
• Monitored and delivered on mutually agreed project plans and implementation timelines.
• Gathered and created accurate requirements for customized software designed to meet client business needs.
• Provided multi-faceted support by resolving problems, explaining products and services, instructing in use of software, configuring software, and troubleshooting.
• Applied functional and technical expertise to execute requirements definition, solution design, configuration, unit and integration testing, user training, and full product deployment.

Fairfax, VA (Remote)

• Drove projects forward by gathering, confirming, and analyzing requirements from various angles, ensuring full understanding in implementation requirements by all parties including customers, sales, configuration, data.
• Documented requirements, functional specifications, project plans, status reports, issue tracking, and action items.
• Designed feasible workflow and configuration plans and performed follow-up support, testing, and user acceptance.
• Initiated a system to track critical defects and metrics, improving accuracy of unbillable hours and vital resources.
• Identified potential issues that could impede success and recommended corrective action plans.
• Chaired status meetings with clients, interpreted client needs, and translated them into technical specifications for the configuration team; worked with customer and project teams to ensure on-time deliverables.

Boca Raton, FL (Remote)

• Served as Subject Matter Expert (SME) for collection activities and collection law firm vertical; collaborated with clients and managers to tailor curriculum to meet individual, group, manager, and site requirements.
• Assessed needs by isolating skill gaps to determine learning goals and training strategy to achieve business results.
• Joined forces with facility leaders and regional SMEs to plan and deliver Train the Trainer sessions.

Muncie, IN (Remote)

• Forged and cultivated long-term client relationships by exhibiting in-depth expertise on flagship products and business intelligence software while providing sales leadership and comprehensive follow-up support.
• Collaborated with clients to access their unique needs, define business goals, and create measurable metrics to track progress and verify success; presentated and demonstrated tailored solutions that meet customer.
• Managed product launches and implementations and provided on-site client training.
• Developed comprehensive RFPs to drive sales from businesses and large government organizations.
• Helped secure major contract with a large city to collect municipal debt and retrieve revenue to fortify bottom lines.
• Led team in executing new software in the first five customer locations while developing and establishing a new Client Relationship Department to support product launches and implementations.

Euless, TX

• Founded and guided a startup collection agency, monitoring operations such as implementation of ERP software, licensing, bonding, legal activities, finance, budgets, P&L, recruiting, training, HR, IT, and vendor.
• Built the company from the ground up, increasing monthly revenue from $0 to $30K with an account base of 30.
• Procured $1.5M in venture capital and choreographed all critical startup functions to boost business growth.
• Drove creation of technical solutions and managed system interface functions.

Dallas, TX

• Professional employer organization offering a portfolio of HR services to corporate clients comprising of practice audits, risk identification, talent acquisition, performance management, staff development, leadership.
• Supported the Sales Team through pre-sales and post-sales services and served as the HR Department on behalf of clients.
• Simplified HR functions to minimize operations costs and streamline processing, increasing efficiency and resolving operational issues.

Naperville, IL

• Launched office in Mexico from startup to generating $80K monthly revenue, deployed a new technology platform, developed policies, procedures, licensing, bonding, regulatory compliance, and financial reporting.
• Other responsibilities included hiring, onboarding and training 100+ employees.

Northbrook, IL

• Handled all aspects of organization planning, professional development, systems planning, HRIS, hiring, new staff training, compensation, benefits, performance reviews, and other fundamental business activities.
• Managed two teams of staff at separate sites and oversaw a budget of $2M. I also initiated a newly formed HR department and established standard policies and procedures.

Oak Brook, IL

• Served as the main source for organization and directly managed the HR department.
• Tasks included creating formal policies and procedures, distributing best practices, and developing and updating job descriptions.
• Recruited top talent to join the organization and guided them through entire new staff process.
• Launched the Leasing Business Department, reinvigorated the onboarding program, and drafted user-friendly employee handbooks.
• Led the sales services areas to trigger business growth from zero to 125 clients.