Implementation Consultant Resume Lawrenceville, Georgia - Hire IT People

SUMMARY

Highly accomplished, detail - oriented professional looking for an energetic technology environment in which to employ my years of customer service and software implementation expertise.

PROFESSIONAL EXPERIENCE

Implementation Consultant

Confidential, Lawrenceville, Georgia

Responsibilities:

Responsible for configuration and training of electronic document management software suite for our clients in the healthcare DME/HME industry.
Schedule remote desktop sharing sessions to conduct detailed set-up and client training of software’s features and workflow.
Review and edit new product release documentation for accuracy.
Troubleshoot software technical issues reported by end-users.

Technical Support Analyst

Confidential, Alpharetta, Georgia

Responsibilities:

Responsible for troubleshooting technical issues with our e-learning software and various e-learning authoring tools:
Coached customers on solutions to compatibility issues between their authoring tool and our e-learning product.
Regularly authored, reviewed and edited solutions to customer issues.
Worked with Saleforce.com customer support team to report functionality issues.

Senior Support Analyst

Confidential, Alpharetta, Georgia

Responsibilities:

Provided Tier 3 support to agents who were unsure how to handle legacy software calls.
Coached agents to improve call quality and case resolution.
Helped build team morale after company acquisition.
Fielded customer questions about Confidential on-demand procurement software tool.

Senior Support Analyst/ Software Trainer

Confidential, Atlanta, Georgia

Responsibilities:

Began helping our customers in an in-bound call center environment. Here, also assisted our Spanish and French speaking suppliers and buyers in their native languages.
Promoted after 8 months, to procurement software trainer , responsible for all new hires.
Created detailed six-week curriculum tailored to make each new hire an expert in our software.
Implemented one-to-one call monitoring after the training period, to ensure call handling quality as well as procedural improvements that decreased future customer service calls.

Customer Relationship Manager

Confidential, Tampa, Florida

Responsibilities:

Supported Spanish speaking customers as part of the bilingual team that handled calls from Confidential ’ (Site's client) Puerto Rico and Virgin Islands customer base.
Here, my Spanish was invaluable to help mitigate customer vehicle issues, as well as, issues with their local dealership.
Transferred to the product allegation department and learned a great deal about negotiation of cases involving accidents and vehicle fires.

International Support Analyst

Confidential, Tampa, Florida

Responsibilities:

Responsible for signature verification and detail-oriented confirmation by telephone of securities trading involving millions of dollars.
Organized and meticulously adhered to compliance control procedures.
Responsible for providing timely and accurate personal account information and solving client problems.
Took and confirmed financial instructions in Spanish .
Received customer service awards and excellent company evaluations.

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Implementation Consultant Resume

Lawrenceville, GeorgiA

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