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Manager Project

Chandler, Arizona, United States
August 22, 2018

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Kristin DeLong

*** *. *** ******

Chandler, Arizona, 85226



Implementation Consultant with more than twelve years of experience planning, developing and implementing proprietary software products and integrating research design training and documentation projects. Possesses strong product and technical knowledge communication and organization skills. Demonstrate ability to work both independently and as a team leader; talented at educating others on features of software. A thorough knowledge and understanding of business and technology. Specialize in all manners of projects, implementations and client services. Believe and follow CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.


●Knowledge of business and technology obtained through work experience and formal project management training.

●Advanced problem solving skills, troubleshooting and technical ability to work collaboratively with other departments and clients to resolve complex issues with programs and databases.

●Demonstrate ability to develop and assist team members including coaching and training to achieve significant increases in productivity.

●The ability and skill to coordinate, plan, document and manage an implementation project with medium to large complexity.

●Excellent communication, conflict resolution and negotiation skills with internal and external clients.

●Ability to manage multiple projects, set priorities and effectively utilize resources.

●Knowledge of the benefits industry, pre-tax benefits and payroll with strong communication skills, written and verbal, professionalism and ability to work all of an organization.






Proprietary Software Databases





Microsoft Outlook




Skype for Business

Siebel CRM

SSO (Single Sign On)


ADP Tempe, AZ

Implementation Consultant II Benefits - National Accounts July 2017- May 2018

●Provide in-depth consulting services, using advanced functional knowledge, and advanced product expertise to manage implementations consistent with Total Client Experience solution delivery.

●Establish and manage activities towards project milestones independently and in conjunction with Project Management Team. As a Benefit Consultants, I have Project Management level accountability, often acting in a capacity equivalent to a Project Manager.

●Coordinate with other ADP departments and work as part of an integrated team to address and resolve product, service and client-relations issues that implicate the overall framework, quality and standards of implementation services, and the development of new/revised approaches and techniques.

Incorporate new processes, tools and approaches when recommending an ADP solution.

●Apply implementation process methodology in furtherance of business objectives.

●Manages implementations for specific/specialized product(s) by working with the client to implement solutions that directly impact the entire client organization.

●Analyzes existing client systems, interface requirements, operational needs, etc. in order to counsel client in the functional system design and/or system configurations and/or product adaptation of client's needs.

●Determines optimal conversion methodology; then documents and delegates the accurate and timely conversion of client's data to the Data Conversion Services team.

●Exchange routine information with members of client project team, including priorities, timeliness and issues as they arise. Interact/collaborate with ADP associates in sales and customer services.

●Provide support to client and assist IT on data files containing PII (Personal Identifiable Information) imported into Data Lake solution with ADP.

●Administer training programs and world-class service guidelines, along with business consulting expertise, to create exceptional onboarding experiences for each product and implementation.

WageWork Tempe, AZ

Implementation Manager Feb 2014 – April 2017

●Exercised latitude for independent action and discretion to coordinate, plan, document and manage implementation and solution projects of moderate complexity from initiation to delivery. Projects typically focused on a specific product or program line and involved frequently working closely and collaborate with external and/or internal customers to deliver projects against performance measures. Performance measures included scope, quality, and scheduling targets.

●Developed project specifications and objectives from initiation to delivery for implementation projects of moderate complexity. This entailed interface with clients and/or internal staff to produce functional specifications, design documents, and other blueprints for the project. Defined scope of efforts required to meet objectives and developed comprehensive and predictable project schedules . This included analyzing, reviewing and forecasting project expenditures.

●Prepared, maintained and updated project plans, agendas and system set-ups for projects. This includes determining project steps, activities, the sequence of events, critical success paths, dependencies and the duration of tasks. Collaborated with technical staff to estimate time requirements to complete project tasks and milestones. On a regular basis, updated the project plan with actuals and forecasts .

●Identified and acquired appropriate resources needed, ensuring availability necessary for project deliverables. Managed resources within respective departments, other internal departments, outside service providers as well as materials committed to the projects. This included collaboration with functional department managers to assemble project teams.

●Coordinated all implementation project matters and monitors progress on a daily basis. Assigned and documented project responsibilities ensuring that activity, integration and productivity were employed in the most efficient manner while still meeting project targets. Managed resources within respective departments and/or operations as well as materials committed to the projects to ensure that project milestones were met and completed on time.

●Performed various implementation tasks including plan survey completion, system set up, communications strategy consultation and materials delivery, and web-based system demonstrations and training sessions.

●Served as a central point of contact to routinely relay, facilitate and keep stakeholders apprised of the project's status and respond to questions or inquiries regarding the project. Maintained open communications and relationships with clients as well as the project team, coordinating and conducting meetings as appropriate. Conducted risk assessment of strategic, technical, financial, or business factors affecting the project. Monitored project deliverables and progress through the duration of the project plan, managing deviations as appropriate, including project scope. Identified factors jeopardizing the project and escalated issues as appropriate, recommending solutions to senior project team members, managers of project management or directors.

Paychex Phoenix, AZ

Implementation Specialist Sep 2013 – Feb 2014

Set up new clients (primarily moderately complex and revenue-intensive) according to company procedures so that the client’s expectations are met and they can begin utilizing services by the date specified in their service agreement.

●Provided client service and technical support for new clients to ensure all products and applications are functioning properly.

●Utilized web-based collaboration tools to guide the client through the setup process and provided instructions for basic system access and utilization.

●Maintained knowledge of product application configuration to effectively install and test each client’s unique technical environment.

●Researched and resolve client implementation issues in a timely manner to optimize client experience and satisfaction.

●Assisted in ENS coding and state setups, cancellations, and deletions to ensure accurate setup with all tax agencies required for tax filing compliance.

●Managed and process daily payrolls for clients and assist with most up to date requirements by IRS, State and local tax implications and regulations.

●Onsite visits and in-house client trainings.

●Assisted employers with required government regulations to report quarter to date wages and taxes and year to date wages and taxes.

●Explained Taxpay verification process as well as reports and returns generated from IRS and banks to clients.

CDMdata Scottsdale, AZ

Various Positions June 2006 – June 2013

(Promoted) DealerTrack/AAX Account Manager 2011 - 2013 Created new accounts in system and setup dealerships with data and photos for websites.

●Provided technical support for dealerships and internal and external co-workers.

●Created documentation for process and implementation requests for new accounts.

●Trained existing employees as well as new employees on AAX process.

●Worked daily side by side with DealerTrack/AAX setting up imports and exports of data and photos.

●Updated PSA Salesforce accounts for customers with timelines on account setups.

●Communicated updates to 3rd party vendor on clients setups and progress.

●Lead the implementation process for large, complex client accounts.

(Promoted) Fulfillment Specialist Manager 2008 – 2011

●Managed fulfillment team responsible for new account setups and deals pertaining to accounts receivable.

●Provided daily reports to Executive Management team and also to team members on monthly statistics.

●Documented and uploaded on company website setup process for all forms of fulfillments.

●Trained new employees on company software and databases.

●Recognized issues present in the already existing process and products.

●Conducted monthly and yearly reviews on employees on fulfillment team.

(Promoted) Account Manager/Account Manager Lead 2006 – 2008

●Worked with Dealership on new account setups.

●Created custom window sticker, buyer’s guides and overlays for photos.

●Setup exports for Data and images to websites and dealership vendors.

●Implemented imports using DMI, Reynolds, Arkona, Advent, ADP and any custom imports requested.

●Documented all communication and provided up to date information on progress of account.

●Provided support as lead role to co-workers for escalations and unhappy customers and provided solutions to issues to maintain the relationship with the client in a healthy standing.

Customer Service Representative Jun 2006 – Oct 2006

●Addressed customer retention, billing issues and software support on devices on AutoOffice CDMdata management data tool.

●Documented all customer relations in cases and followed up with solution for resolution.

Recognized for strong work ethic, dependability and expertise in quality customer care.

●Conducted troubleshooting on company programs and internet based websites for clients.

●Promoted to Account Manager within 5 months.

NDCHealth Gilbert, AZ

Technical Support Representative Jan 2003 – Mar


●Inbound and outbound call center performing troubleshooting on medical based software for medical offices.

●Created and updated cases in Salesforce to document call progress and resolution.

●Provided customer support and information on Diagnosis codes, Procedure codes and HIPAA (Health Insurance Portability and Accountability Act).

●Ensured client was followed up with any outstanding issues and provided reports to management on escalations for the week.



High School Diploma, May 1996


Completed coursework towards Business Management Courses, May 1999

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