Thomas K. Email & Phone Number

Temporary retirement

Wausau, Wi, Us

◆ Work in partnership with the WEB Portal team developing and documenting business requirements in JIRA.◆ Project SCRUM Master utilizing JIRA to plan and manage Sprints and Agile ceremonies along with DevOps.◆ Quality Assurance testing of all software and workflows including Development through User Acceptance. ◆ Managed 5 teams including Off-Shore; in all phases of internal projects assigned. ◆ Work in partnership with all stakeholders associated to the projects from C level managers to associates.◆ Work extensively with Off-shore and internal development teams.◆ Manage and control project scope via change control process.◆ Collaborate on IT solutions for Network and Processing designs.

◆ Utilized 4 systems (AS400, Salesforce and 2 proprietary systems) to review benefit changes ◆ Collaborated with implementations to resolve errors ◆ Maintained a quality level of 96% and achieved 99.8%

Merrill, Wi, Us

◆ Contracted to commercial Insurance EPMO◆ Led project management of Microsoft Dynamics 365 CRM upgrade from version 8 to 9.2. ◆ Collaborated with major stakeholders and team members to understand current customizations, ensuring completion of all proper and required testing by sales, marketing, and customer service departments.◆ Managed Microsoft Dynamics 365 CRM New Instance Preparation – reviewed all current custom programming for elimination to utilize best practices and configurations available within CRM. ◆ Directed team and monitored status during transition from existing Dynamics 365 CRM to latest version, delivering out-of-box functionality and meeting milestone of presentation to Project Managing & Planning Executive. ◆ Reviewed 20+ existing workflows for pain point elimination, reduced steps for processing sales orders, and increased SLA’s. ◆ Led Brand Architecture project in collaboration with outside consultant to define company values and culture.◆ Ensured continuity in messaging and presentation preparation to the executive board reporting directly to Vice President and Chief Marketing Officer while also managing internal and external teams.◆ Oversaw all IT resource reporting with IT People Managers to understand associate’s workloads and availability.

Atlanta, Georgia, Us

Drove Kitchen and Bath department sales by developing relationships to earn customers trust and understanding of their needs and requirements to close the sale. Assumed department head role due to staff changes.◆ Achieved top district salesperson for fiscal week 19, selling $27.3K.◆ Achieved +6% over and above first 6 months quota of $245K as a part-time associate.◆ Sustained $324 hourly rate against a $222 hourly goal.◆ Awarded 3 Homer Awards for exceptional customer service, driving sales, and customer satisfaction.◆ Played an integral role in the department’s first-ever achievement of #1 in department sales by leveraging in-depth knowledge of sales etiquette and problem solving.◆ Trained new associates, fostering positive discussions and consistently brought out the best in staff.◆ Resolved complex customer issues with strategy and confidence to ensure the customers always felt appreciated.

Wausau, Wi, Us

Developed and maintained assigned territory for proprietary software, remittance processing software, targeting small corporate accounts (utilities, municipalities, and insurance) with 4,000 or less transactions daily.◆ Achieved 80% of $1M quota within first 9 months through building effective relationships with customers to best explain the program features and benefits.◆ Built and maintained strong, trusting internal and external client relations by promoting a partnership atmosphere, effectively service ongoing needs, demonstrating flexibility in creative solutions, and clearly defining project expectations. ◆ Facilitated interactive product demonstrations via WebEx sessions to introduce new software systems, upgrades, and add-ons operating on Windows® environments on Progress® and SQL® databases.◆ Reviewed and negotiated customer contracts and agreements, Non-Disclosure, Master, and Software Service and Support.◆ Led, created, and managed RFPs and RFIs for prospective and existing customers.

Wausau, Wi, Us

Remotely analyzed corporate customer’s current computer processing system for remittances to determine their specific needs based on the applicable software to develop and maintain customer requirements documents for project execution and project closure.◆ Identify strengths and weaknesses of alternative solutions to be able to demonstrate the value to the customer’s particular business operations. ◆ Quoted projects with high degree of accuracy, within 10% of project completed effort.◆ Consulted with customers giving attention to the specific needs, understanding the points made, and asking questions prior to gaining their acceptance and approval of the project documents, including project sign-off.◆ Collaborated and interfaced with sales executives, implementation specialists, and project managers to create resolution for customer questions on technical issues.

Wausau, Wi, Us

Managed project rollouts, from inception to completion related to remittance payments processing, including statement of work creation to implementation, project sign-off and documentation, to final billing for projects with average cost of $2,5K to $30M delivering $25K to $50K in project annual savings. ◆ Over 20,000 hours of project management experience.◆ Interfaced regularly with project team, key business stakeholders, process improvement leaders, senior management, and implementation partners to determine project scope, gather data, develop plans, coordinate rollouts, and/or track projects in various phases of project life cycles.◆ Rank and prioritize incoming project requests by analyzing business cases, understanding root needs of change requests, tapping into an in-depth knowledge of company-wide business functions, building strong relationships with functional managers to better prioritize their needs.

Wausau, Wi, Us

Managed team of support analyst of up to 12 handle incoming trouble tickets to meet or exceed service level agreements. Lead new customer hand offs from professional services to customer care, manage, and track daily technical software and environment customer issues.◆ Greatly reduced number of outstanding call over 90 days to meet company’s SLA’s for customers, increasing customer base due to reputation for excellent customer service and timely response. ◆ Increased revenues by enhancing support staff training during one-on-one set up of systems, which increased customer satisfaction.

Wausau, Wi, Us

Managed team of 12 customer care associates to handle incoming software trouble tickets to meet or exceed SLA’s◆ Lead customer hand-offs from professional services installations to customer care, managed outstanding issues remaining from installation, tracked and managed daily technical software and environment customer issues to completion◆ Achieved 100% closure of calls open over 90 days - ensured all technical training and understanding for new associates was completed and evaluated, reported daily, weekly, and monthly call reports to executive team members

Wausau, Wi, Us

Implemented and integrated complete processing systems for receivables - completed daily site progress reports, communicated with customer at VP level or higher, communicated with internal and external development teams to resolve outstanding issues◆ Customized ImageRPS® receivables software - customized backup software “ARCServe®”, customized proprietary archive software for local and web access

Associate Of Applied Science, Business Administration And Management

Technical Diploma, Supervision - It Managers

Technical Diploma, Hr Supervision

It Technical Diploma, It Management | Lean Organizations Six Sigma

Technical Diploma, Advance Administrative Professional

Education record