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Implementation Specialist-Contractor Resume Example

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IMPLEMENTATION SPECIALIST-CONTRACTOR
LinkedIn
  • https://www.linkedin.com/in/allena-harrington/
Skills
  • Startup
  • Project Management
  • Manage Multiple Projects
  • Account Management
  • Integration
  • Strong Organizational Skills
  • Microsoft Office
  • Google Sheets
  • Detail Oriented
  • Documentation Management
  • Self-Motivated
  • Creative Solutions
  • Motivated
  • Committed
  • Verbal and Written Communication Skills
  • Interpersonal Skills
  • Multi-tasker
  • Meet Deadlines
Professional Summary

Seasoned Implementation Specialist/Consultant - Highly technical ability to streamline communication and lead upgraded software processes to see the big picture. 10+ years' experience in client services, planning and implementing proprietary software products and integrating research, design, training, negotiation, and documentation. Ready to deliver strategic and innovative IT solutions from conceptualization to implementation to help promising products thrive. Technical Proficiencies: SalesForce, Visio, SQL, ERP, SAP, MS Office, Excel, Pivot Charts, Inventory Control. SLA, APIs

Achievements

Client Consultant | Senior Implementation Specialist

Scope: Provided successful progressive client service, product training and support for the industry's leading operations management software with 12,000 clients and millions of users and an unprecedented 97% client satisfaction rate. Developed consultative relationship with clients in SaaS environment while on boarding them on software applications and using API to import data. Key clients included: Atlanta Public Schools, North Star Academy, Fulton County (OH) -Govt, Lee College, Presrite Corporation-Jefferson, and Hershey Lodge. Oakton Community College, Temple University.

Special Project Brief Overview. Participated in the implementation project of 300+ school districts in US state. Personally, and directly assisted with getting the state implemented as part of team and learning SOPs (Standard Operating Procedures). Gathered and entered the state's information into state's accounts, generating their state reports from the applications, traveling, and going onsite to do trainings. This included training at Dude University. Engaged with project coordinators and other Dude stakeholders when implementation projects stalled and helped guide them to 100% success.

Recognized as critical part of the company when Dude reached 10,000 clients. Additionally, won attention for helping retention soar to over 95% with simultaneous Net Promoter score at 99.9%

  • Outstanding customer support
  • Response time in 30 minutes or less
  • Critical response time in12 to 24 hours
  • Resolution on first phone call
  • Researching and recommending industry standards

Recognized for helping company drive into black with its first $1M in revenue; 2019 company became profitable. Trained on comprehensive Dude application lineup offered (10+) applications plus all the related

roles.

  • By implementing clients in 30 days or less
  • Ability to showing other desktop and mobile applications onsite
  • Importing data into account utilizing APIs
  • Critical response time in 12 to 24 hours

v Ensured renewal for almost every customer most would renew whether they implemented all the applications or not. Impact over time led to 95%-97% renewal rate and multiple yearly bonuses up to $10,000.

Work History
Implementation Specialist-Contractor, 10/2020 to 01/2021
Newt Global Consulting, LLC - Irving, Texas
  • Verizon – NetworkFleet Implementation.
  • First point of contact post sale.
  • Verify order information, mailing information, professional and/or self-installation.
  • Create shipping and reconcile professional installation invoicing.
  • Utilize all resources, including paid resources such as field support technicians, to care for timely resolution.
  • Responsible for providing timely action on any customer escalations throughout on-boarding period.
  • Validate proper product mix, ensuring hardware and software solutions are compatible with customer assets.
  • Accountable for building value in Verizon customer training program and scheduling appropriate training/s to maximize adoption of Verizon Connect services.
  • In charge of successful completion of deployment engagements online with internal and customer defined success criteria.
  • Collaborate and own communication with internal partners such as Sales, Support, Success, and Finance.
  • Manage over 20 accounts to review sales orders, confirm sales verification, enter in sales orders, confirm UPS shipping, verify UPS delivery, and scheduling installation.
Client Consultant / Senior Implementation Specialist, 08/2006 to 04/2020
Dude Solutions - Cary, NC
  • Continued.
  • Provided feedback and input on client-industry, CMMS/EAM best practices, and SOPs(Standard Operating Procedures) for manufacturers.
  • Relayed critical client and market needs to Product Management team, to guide decision-making in critical Agile Development Cycle.
  • Leveraged existing client data and business operations to effectively implement Dude's software.
  • Multi-tasked several implementation plans, configured applications, and collected, cleaned, and imported source data to enable success for clients.
  • Documented implementations, operating procedures, and checklists.
  • Provided ‘Go Live' support while onsite; set goals and targets for clients by reviewing reports with them and recommending best practices for product utilization.
  • Provided succinct hand-off documentation and prescribed necessary follow-up activities for clients' implementation needs including through mobile app.
  • Correctly documenting and communicating activities and results both internally and externally.
  • Provided client support and technical issue resolution via E-Mail, phone, research or on-site.
  • Identified, and corrected/and or advised, on operational issues in client systems by testing resolutions.
  • Collaborated with other CSC teams to ensure clients receive outstanding service.
  • Acted as and designated first point of contact for customer training, data conversion, setup/configuration, and problem solving.
  • Retrained established clients and trained newly hired employees on implemented applications.
Operations Supervisor, 12/2005 to 08/2006
Sento - Chantilly, VA
  • Managed, led, and coached 20 inbound technical support specialists.
  • Conducted interviews and offers, trained new employees; collaborated with management on budgets, forecasts and financial impact to business goals.
  • Identified solutions for customers.
  • Evaluated employee performance and delivered feedback, positive or critical, depending on employee and situation.
  • Provided feedback for improvement across operation.
  • Reported on department metrics based upon SLAs(Service Level Agreements) to department directors and other upper management.
  • Developed strategies and methods to increase metrics and performance.
  • Assisted with performing department administrative tasks: planning department budget, overseeing inventory, or even motivating employees.
  • Provided advanced customer support to customers that requested to speak to managers or someone with more authority.
Technical Support Supervisor, 04/2001 to 06/2005
Time Warner Cable - Morrisville, NC
  • Assisted in associate growth and development by providing guidance with short- and long-term goals, providing monthly assessment plans, and by engaging in mentoring sessions.
  • Generated and monitored reports to ensure quality and service levels are maintained and deficiencies are identified and repaired.
  • Consistently implement high quality standards, processes and procedures that will guarantee efficiency and align with department goals.
  • Direct and monitored technical support technicians to assure that customer issues are promptly and accurately resolved through application of sound trouble shooting techniques and correct product knowledge.
  • Enforced policies and procedures of department while offering high end support to customer base.
Education
Bachelor of Science: : Business & Computer Science, 06/2004North Carolina Wesleyan College - Rocky Mount, NC
Associate of Applied Science: : Microcomputer Systems, 07/1994Wake Technical Community College - Raleigh, NC

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Resume Overview

Companies Worked For:

  • Newt Global Consulting, LLC
  • Dude Solutions
  • Sento
  • Time Warner Cable

School Attended

  • North Carolina Wesleyan College
  • Wake Technical Community College

Job Titles Held:

  • Implementation Specialist-Contractor
  • Client Consultant / Senior Implementation Specialist
  • Operations Supervisor
  • Technical Support Supervisor

Degrees

  • Bachelor of Science : : Business & Computer Science , 06/2004
    Associate of Applied Science : : Microcomputer Systems , 07/1994

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