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Professional Services Management

Miamisburg, Ohio, United States
February 14, 2018

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S h a wn.R e e s e * * * *@gmail.c om * * * - * * 5 - 9 0 9 9

* * * * * o o d e d g e C o u r t, M i amisburg, O h i o 4 5 3 4 2 Shawn Reese, PMP

Experienced senior leader/executive motivating and empowering teams to deliver successful projects and ensure client satisfaction across the Financial Services industry. Experienced in Customer Success, Client Relationship Management, Business Process Re-Engineering and software Integration, Implementation and Support for SaaS organizations.

Over 24 years of experience in public and private sector businesses, focusing in information technology and business operations improving processes and managing teams and projects.

Job responsibilities range from software development, testing, business analysis and requirements management, project management, program management, resource management and most executive leadership.

Consistently recognized as a strong and effective leader who meets and exceeds goals; builds strong, long-lasting team and client relationships. Professional Experience

Paycor, Cincinnati, Ohio August 2016 – July 2017

Vice President, Client Support

o Reporting to the Chief Customer Officer on all matters related to on-going client support, retention and satisfaction.

o Responsibility for the Client Support & Support Services organization of more than 325 associates, across 3 contract center site locations with 2 print facilities. o Monitor and provide insight and thought leadership into transforming the support and services organization through process improvement, capacity planning, modeling and restructuring all locations and roles, recognizing impacts of sales and implementation pipeline.

o Reduced team capacity need by 30% through design and implementation of a new team-based support model. Provided oversight to new efficiency gains across each all teams.

o Implement and monitor metrics for NPS and Client Satisfaction survey result to assist managers on specific improvement areas and input to new operational processes. o Work cross-functionally to reduce call volumes through product enhancements and client requests.

o Ensure consistent and proper communication across all teams and locations to drive corporate and department vision and goals.

o Manage client relationships and escalations as necessary to ensure full resolution. o Manage full P&L for departmental budget of over $50 million in operating expenses. eLynx, Cincinnati, Ohio November 2005 – July 2016

Vice President of Professional Services

o As part of the Senior Leadership team, collaborate with the CEO and executive peers advising on matters related to implementation of services, subsequent care & support of those projects and customers issues and inception of new product generation. o Responsibility for the management, strategic thought leadership and direction of all teams across 2 site locations for Customer Implementation and Support. o Ensure efficient and effective service implementations while simultaneously mitigating project and client risk.

o Maintain customer satisfaction through high quality leadership of team managers, ensuring collaboration across all teams and cross functionally. S h a wn.R e e s e 0 4 0 2@gmail.c om 5 1 3 - 2 0 5 - 9 0 9 9 2 2 1 0 W o o d e d g e C o u r t, M i amisburg, O h i o 4 5 3 4 2 o Facilitated organizational goal alignment to improve team effectiveness, process improvements and mentoring staff with career guidance, providing clear and consistent feedback.

o Management of full P&L for budget of over $3 million while exceeding revenue goals of each year for new project implementations and change requests. o Consistently communicate corporate vision and goals. Manager/Director of Professional Services

o Moved Professional Services team from break-even to positive revenue, exceeding annual goals by more than 25%.

o Responsible for developing, recommending, driving, executing, and realizing current and future Professional Services strategies.

o Provide input into the planning and forecasting of new business opportunities and new product development.

o Provide oversight and leadership to all project staff, providing project and resource prioritization and strategic direction.

o Create, review and approve all Statements of Work for client implementations and project change requests.

o Build and maintain strong client relationships as a point of escalation for issue and resolution management.

o Ensure the teams monitor timelines, proper resource assigned for project priorities, following defined PMO processes; adjusting schedules and resources where needed. Senior Project Manager

o Manage all aspects of service delivery from requirements to design and testing to deployment with follow-up and management of maintenance and support activities. o Provide day-to-day oversight of projects.

o Create and maintain documentation and training guides for service delivery to clients. First Data Government Solutions, Cincinnati, Ohio January 2002 – November 2005 Health Care Services Solutions Director

o Provide oversight and leadership of state government technology projects to implement IVR and internet services.

o Provide leadership, team building and problem-solving skills while establishing consensus among cross-functional groups.

o Manage product development and SDLC for the delivery of the AuthentiCare product to various state government clients, including tasks from pre-sales/sales to initiation, design, development, testing and implementation. The AuthentiCare product allows government agencies to monitor and manage home-based care while allowing service providers to file electronic claims, creating HIPAA-compliant paperless processes. o Client relationship management between the state government clients, third-party contractors and internal resources.

o Assist with the evaluation and selection of third-party contractors. o Design, implement and support the new business model to begin serving as Fiscal Employer Agent (FEA) for home-based care.

Senior Project Manager

o Manage all aspects of product and project implementation, including requirements gathering, testing and deployment and training tasks. o Provide day-to-day oversight of projects between clients and project resources. Reynolds & Reynolds, Dayton, Ohio 1997 - 2001

Project Manager/Business Analyst

Nationwide Insurance, Columbus, Ohio 1993 - 1997 Software Programmer Analyst

S h a wn.R e e s e 0 4 0 2@gmail.c om 5 1 3 - 2 0 5 - 9 0 9 9 2 2 1 0 W o o d e d g e C o u r t, M i amisburg, O h i o 4 5 3 4 2 Key Strengths and Skills

Strategic Thought Leadership, Problem Solving, Product Management, Project Management, Coaching and Mentoring Teams, Vendor and Client Relationship Management, Contracting, Capacity Planning and Recruiting, Excellent Communication Skills, Change Management, Process Re-Engineering and Sales and Proposal Management


B.S. Management Information Systems – University of Dayton, Dayton, Ohio 1993 Project Management Professional (PMP) – Project Management Institute, Newtown Square, Pennsylvania 2000

Masters Certificate in Project Management – George Washington University, Washington D.C. 2000

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