Customer Service Manager

Rebecca M. Raley

P.O. Box **** Phone: 615-***-****

Springfield, Tennessee 37172-1186 Cell: 615-***-****

*******@*****.***

Professional Summary

Highly successful implementation consultant with more than 17 years experience planning, developing and

implementing general accounting systems in the health care industry with a focus on human resources, payroll, and

timekeeping systems, most recently Lawson ERP.

Areas of Expertise

Project management Human Resources Information Systems (HRIS)

Account management Lawson ERP

Presentation development and delivery KRONOS Timekeeping

Customer service and satisfaction Systems implementation

Team building/leadership Microsoft Office Suite

Personal networks MS Project

Training and education Web-based reporting tools

Process development and improvement Business Objects Reporting

Conflict resolution Communication

Complex issue resolution Collaboration

Strategic planning Adaptability

Facility acquisition and divestiture

06/1988 - 06/1991

Work Experience

Implementation Consultant II

HCA Healthcare

• Led Center of Excellence team within department to

interface with outside business partners' executive teams

for issue resolution and application consulting.

• Successfully interfaced with clients' executive leadership

teams andHCA departments to complete various system

implementation projects, including Lawson HR.

• Developed and delivered training on Lawson HR and

Manager Self-Service for client implementation.

• Managed implementation for Lawson at multiple facilities

within the HCA organization.

• Delivered Lawson Manager Self-Service education

program to HCA corporate executives and management

team (500+ individuals) during corporate implementation.

• Assisted account executives with issue resolution,

application education, and relationship management

with multiple corporate executive clients.

• Developed and maintained management reporting tools for

clients and account executives.

• Trained, mentored, and supported internal staff for system

implementations.

• Served with department leadership on the diversity team to

increase diversity awareness among peers.

• Served on the department's communication team

developing an internal communication plan and

oversaw its execution.

• Served on a team to develop a job operating model for

the positions within the department, including a

competency chart cross-referenced to a competency

dictionary.

Consulting Installation Coordinator

HCA Healthcare

• Led project planning teams in development of

toolkits, task and schedule plans, and strategies for

implementation phase of various new system

development work, including Lawson HR/PR,

Productivity, and KRONOS iSeries.

• Trained, mentored, and supported internal staff for

coordination of system implementations.

• Developed and delivered implementation staff training

program for Lawson ERP implementation.

• Oversaw management of consultant staff for ERP

support.

• Managed General Financial implementations for client

acquisitions.

Senior Installation Coordinator

HCA Healthcare

• Coordination of system installations and conversions

at multiple facilities while mentoring and training new

coordinators.

• Worked with internal corporate departments for

system development with focus on project

management of implementation programs.

• Worked with new client organizations on

implementation of HR/PR systems within their

corporate offices.

• Projects included, but not limited to, eHC

Internet Creation Utility, and Physician's

Services AP and SMART.

Installation Coordinator

HCA Healthcare

• Successfully installed the HCA General Financial Systems in

multiple hospitals and other lines of business by managing joint

project teams at the facilities and corporate IT&S.

• Coordinated PR, HR, KRONOS, GL, AP, and materials

management system conversions with multiple technical and

operational departments at facilities and corporate.

• Provided all front-line customer support through completion of

conversions and system turnovers.

• Coordinated network and desktop installations for WAN

connectivity to HCA data centers.

Account Manager

NexTime, Incorporated (sold to KRONOS, Inc.)

• Managed national contract with HCA and their

payroll interface to KRONOS systems at each

facility, including software installation,

configuration, training, customer support, and

troubleshooting.

• Managed other customer accounts for

installation, programming, training, and

customer support on KRONOS Automated Time

and Attendance System software and hardware.

• Wrote and implemented in-house training program for

WordPerfect 6.0.

Account Manager

The M.J. Daniel Company Carrollton, Texas

• Represented over fifty manufacturers to the military exchange system.

• Duties included coordinating special projects, marketing program initiations, and customer service to

worldwide military exchanges for each manufacturer represented.

Education

Brookhaven College – Liberal Arts

Farmers Branch, Texas

Belmont University – Communications/Religion

Nashville, Tennessee

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