Project Manager

• Sep 2014 - Present

Product Manager

• Jun 2008 - Jul 2011

Responsible for assessing changes within the Collections industry, designing and executing customer solutions • Managed customized interface projects for Fortune 500 firms through completion; conducted project analysis, created and presented project summaries, timelines, and budgets, led project meetings, maintained project resources, and ensured all timelines and budgets were achieved.• Analyzed customer requirements, constructed and presented potential solutions, led customer meetings to select most effective strategy and submitted project summary request to sales team.• Streamlined Customer Support process effectively reducing customer solution turnaround time: collaborated with Customer Support Manager, prioritized project workload, and assigned programming hours based on available resources.• Spearheaded quality assurance testing of custom software solutions prior to customer handoff.• Developed and conducted a two-hour Microsoft Open Database Connectivity (ODBC) educational session during annual User Meeting speaking to more than 100 customers, resulting in an average savings of 12.5% labor hours per week per firm.• Invited to lecture at customer's annual conference to promote adoption of new technology and techniques. Show less

Technical Support Specialist

• Aug 2003 - May 2008

Provided technical expertise and solutions daily to customer base of more than 600 firms nation wide• Executed up to 30 calls from customer help desk queue a day; provided resolutions for network and software.• Generated reports and analyzed customer financials to provide insight in identifying account inaccuracies.• Owned the escalation of customer inquiries and issues to appropriate business partners including Programming, Marketing, and Administration; ensured communication was maintained until resolution.• Developed and executed two day training seminars taught both at customer’s office and company’s training development center with 93% of individuals reporting increased productivity.• Designed and facilitated Microsoft Excel and Access training covering Macros, PivotTables, Vlookup, Union queries, Append queries, Make Table queries, and Visual Basic Access (VBA) modules. Show less

Technician/Shop Maintenace

• 2001 - 2003

Developed problem solving skills by having to listen to customers’ complaints and then diagnosing possible causes until a solution was found. Developed problem solving skills by having to listen to customers’ complaints and then diagnosing possible causes until a solution was found.

Mail Room Clerk

• 1999 - 2001

Learned team work and organizational skills by assisting other departments when monthly statements had to be completed. Learned team work and organizational skills by assisting other departments when monthly statements had to be completed.