Tammy Walker Email & Phone Number

Indianapolis, Indiana, United States

At Decusoft, a leading SaaS compensation software provider for global companies, I thrived as a Client Support Specialist, demonstrating my ability as a proactive problem-solver. I took the initiative to craft comprehensive customer documentation, strategies, and best practices, empowering our clients to leverage our software solutions fully. My dedication to proactive support ensured timely resolutions and fostered client satisfaction and retention. By managing numerous cases daily, I concentrated on addressing high-priority issues and providing our clients with the exceptional support they deserve.• Managed client projects from inception to completion, including client SOWs, user stories, testing, and communication with the client.• Authored over 25 docs to improve client knowledge and user guides • Assisted and trained users on how to import/export data

Steuben County, Indiana, United States

As the Managing Partner and Co-owner of Jim's Handyman, I successfully established a thriving general contractor business serving residential and commercial customers across Northeast Indiana. I planned and managed all aspects of the company, including precise bank reconciliations, meticulous expense tracking, and deposits. I also efficiently handled the filing of monthly sales tax and the issuance of 1099 forms to subcontractors.· Led environmental initiatives and increased the use of recycled materials by 80%. · Reduced printing costs by 50% by creating mini-job invoices, winterization notifications, and labels. · Developed and maintained a comprehensive custom purchase order system and customer contact list.

Steuben County, Indiana, United States

As a subject matter expert for critical healthcare applications, I improved system configuration engineering by collaborating with product managers and scrum teams. My role involved analyzing end-user requirements, creating user stories, and developing release test plans, significantly impacting our processes. My participation in meetings with senior management ensured that our system met functional needs and supported business processes. Additionally, I provided end-user application support, which included implementation, configuration, demonstrations, training, and onboarding/offboarding. This experience deepened my understanding of workflows, aiding in troubleshooting and optimization. I also focused on developing documentation to enhance user understanding and promote self-directed learning.• Administered Direct Inward Dialing (DID) in Thrio, including ordering local exchanges, assigning direct numbers and extensions• Implemented efficient Salesforce solutions that reduced provider data import/export time by 75%• By identifying and addressing process gaps in Thrio, I boosted SMS integration usage by 20% for care coaches and members, improving system efficiency and user experience.• I led Salesforce administration by managing settings, roles, permissions, security, licenses, sandboxes, and certification processes. Additionally, I exported data using Workbench and Data Loader and added and updated Salesforce Map filters.• Resolve and document tickets in the Jira Service Desk. Document team processes and procedures in Atlassian Confluence.

Fort Wayne, Indiana Area

I advanced with ECI, a global software company that provides technology solutions for small and midsized distribution businesses. My role focused on managing an ERP/SaaS system that included e-commerce, order entry, POS, inventory control, and comprehensive accounting modules. I handled enhancements and bugs through all phases of the product backlog, from user stories to QA testing. I authored RFQs, SOWs, product release notes, GTM, and training materials. Additionally, I led scrum meetings and collaborated with six cross-functional teams while interviewing customers and vendors to identify business needs for future development.• Implemented California Proposition 65 data into wholesaler data and e-content to enable website notification for CA consumers on two platforms.• Led and tested POS changes in the rapid release of backend and website checkout optimizations to accommodate new Mastercard 2 Series BIN cards.• Facilitated Electronic Data Interchange (EDI) for 850 purchase orders, 810 invoices, 855 purchase order acknowledgments, and 856 advance shipping notices (ASNs) tailored to specific client needs• Maintained an average of <10 monthly defects throughout the 5-year tenure• Mentored junior teammates, contributing to their professional development

Fort Wayne, Indiana Area

I was charged with migrating customers to Red Falcon, collaborating with team members to identify feature gaps, developing product roadmaps, and planning integrations across the distribution sector and three product lines. I served as the Subject Matter Expert (SME) for Red Falcon, focusing on API integrations and EDI.• I created over 100 new customer sites with unique subdomains and e-commerce platforms and integrated Google Analytics, which boosted the average order value by 20%.• I resolved issues related to pricing, content, and stock check functions, significantly improving customer satisfaction.

Fort Wayne, Indiana Area

After ECi acquired JumpTrack in 2015, I completed the development efforts initiated by the previous company and led the rebranding project, completing it in three months with a new offshore team. Following that, I managed the transition from Appery to native app software in four months.• Successfully drove savings through improved fleet efficiency, signature capture, and customer service for a proof-of-delivery app.• Undertook temporary Google Analytics resource for wholesaler, holding weekly meetings, developing SOWs, coordinating two teams, and testing data

Fort Wayne, Indiana Area

I owned product management for point of sale, reports, change management, and bug fixes. I created SOWs and RFQs for all product and service requests. I was the liaison between the support and development departments. I assisted the Product Manager with user story creation, backlog grooming, and prioritization. In addition, I worked closely with QA to ensure we constantly delivered a quality product to all stakeholders. As an SME, I provided technical guidance on all aspects of Britannia V5, including integrating APIs and EDI transmissions.• I planned and executed projects involving alias part numbers, mass changes, customer cloning, cash drawer reconciliation, and GSA reporting.• Set up and tested merchant credit cards and assisted customers with payment-related issues.• Organized customer API integrations with sister companies (e-automate and Acsellerate), set up software, trained cross-functional teams, created SOPs, and authored FAQ and troubleshooting guide.• Designed and implemented versatile UI for printing various mailing, package delivery, inventory shelf, and product labels.• I assisted in restructuring from waterfall to scrum, including cleaning up over 1,000 DevTrack tickets and overseeing the move to VersionOne.• Pioneered the first interactive gross profit report, enhancing user control over profitability data, enabling users to add or subtract items, increase or decrease gross profit or selling price per product, and sort/filter items by profitability.

Fort Wayne, Indiana Area

In my role, I provided customer, software, and technical support for Britannia ERP software in the areas of order entry, purchasing, inventory, reporting (including invoices and statements), pricing, point of sale (POS), accounts receivable (AR), accounts payable (AP), general ledger (GL) and maintenance modules, and the e-commerce website. My approach included empathy, patience, and active listening to resolve and problem-solve. Additionally, I played a crucial role in successfully launching Britannia V5, assisting the product manager with research, development, and testing.• Troubleshoot problems, recommend solutions and follow through with resolution via phone and email using help desk software.• My work on releasing the Britannia V5 SaaS software, leveraging customer input, and identifying beta testers improved customer satisfaction. I also played a crucial role in transitioning the first 60 customers to the new software, compiling a comprehensive checklist that ensured smooth transitions and further customer satisfaction. • I was the technical editor for 12+ wholesaler and vendor integration documents, enhancing clarity and reducing inquiries.• I developed a comprehensive troubleshooting guide for utility printing in older software, significantly improving user communication and knowledge transfer.

Angola, Indiana Area

Published “The Indiana Trooper” magazine and served as the webmaster for the Indiana Troopers Association. Coordinated, promoted, and arranged annual programs.• Developed ITA day planners for a yearly savings of $5,225. • I revamped and optimized the MS Access database, enhancing information management and reducing mailing costs by eliminating hundreds of duplicate trooper's mailing addresses.• I provided training to staff on mail merging, database management, Excel spreadsheets, and updating websites.• I was the in-house technician, effectively updating networking systems, computers, routers, and hubs.• Designed and developed a unique ITA brand identity throw blanket, a creative endeavor that served as a long-lasting memorial keepsake.