Vincent Short Email & Phone Number

Somerset, New Jersey, United States

Working with Pharma Companies on reporting from Sales Force Cloud and Veeva

Somerset, New Jersey

Responsible for timely administration and support for Telephony/SalesFroce related system. Manages effective implementation of system configuration for new client projects and client change requests. Responsible for configuration of Telephony/SalesForce related operational department dashboards and reports. Leads efficient, successful implementation, administration and maintenance of agent team profiles and training, testing and production work spaces.

Edison, Nj

• Maintain/upgrade all computer network, phone, A/V equipment to meet company needs..• Upgrade phone system• Responsible for the move of the company to new office, negotiate and contract installation of new phone system, network structure.• Provide support for a PC/MAC environment.• Create the implementation project plan in MS project and manage against plan.• Manage multiple projects ensuring all milestones are tracked effectively• Closely managing technical and business risks throughout the project• Recognizing system deficiencies and implementing effective solutions• Providing technical direction and leadership to development teams

Develop operating standards as they relate to the interdependencies of four primary departments: Customer Support Center, E-Commerce, Hardware Services, and Training Services. Managing details and setting priorities as relating to major accounts

• Directed 24/7 computer hardware and software support department and remotely supported hardware and software installations.• Managed, trained, and coached team of department managers whose combined staffs exceeded 60 permanent and temporary employees.veloped operating standards relating to interdependencies of four primary departments: Customer Service Support Call Center, Software Services, Hardware Services, and Training Services.• Maintained accounts and set priorities; directed proactive support for sales staff, especially regarding programs to increase sales opportunities.• Provided support for order processing and issue resolution.• Oversaw issue troubleshooting in a Tier 3 hands-on technical capacity.• Analyzed call center workload and adjusted schedules to maximize department performance

· Document and maintain services descriptions and service level agreements for inclusion in yearly contracts that result in more then $20M annual revenue.· Manage and coach a qualified team of department managers whose combined teams exceed 60 permanent and temporary employees.· More than 14 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.· Lowered ASA and response time while increasing customer satisfaction by gathering and analyzing data and setting standards.· Conducted weekly scheduled account performance reviews to address challenges, software enhancements and service remedies.· Reinforced measures aimed at increasing sales opportunities

Managed project planning and execution of tasks required to deliver a high performance and stable software solution on multiple operating systems and database platforms through a detailed test plan, execution and control.· Gather and document business requirements, translate customer requirements into specific technical requirements, and facilitate communication between internal groups to coordinate the transfer of technical specifications.· Develop project plans, track deliverables, and coordinate all phases of the software development life cycle.· Proactively identified opportunities for process and application changes that resulted in increased efficiency and reduction in costs for client customer service operations.· Coordinated and assisted in the development of interfaces with other vendors.