Customer Service Project Manager

Dawn Taylor ***************@*****.***

**** ****** ***** **** **** Phone: 708-***-****

Alpharetta, GA 30004 Work Phone: 404-***-****

Objective:

Over ten years experience in the high-tech sector, ran company-wide operational functions as well as led large scale projects, from inception to successful completion, while executing sound strategic decisions. Innovative leader that transformed achievement levels by empowering and developing effective leadership through the organization. Delivering a customer focused approach to strategy development that is supported by measurable objectives and performance standards to create an exceptional experience for the customer and results for the organization.

Notable Achievements:

Sets challenging cross-functional goals that support the organizational goals and strategies.

Integrated functional strategies, utilizing business expertise to reach financial and operational objectives.

Researched and developed new strategies to achieve company goals and objectives and deployed resources to reach financial forecast and business objectives.

Developed operational functions essential for increased productivity such as product promotion and placement; as well as evaluated and established standards and guidelines.

Evaluated company policies and developed new operational procedures in order to increase efficiency.

Experience:

2006 McKesson Corporation Alpharetta, GA

Director, Customer Support

Director with hands on approach supporting a stock room to board room leadership style structured on accountability, energy, passion, and team success. Inquisitive engineering mind understanding the needs of the customer first and developing teams to think beyond their constraints to develop unique and effective products, processes and business results. Day to day responsibilities include but are not limited to overseeing various aspects of the business such as Technical Support, EDI, Product Enrollment, Software Registration, Shipping, and Operations for our Enterprise customers and Value Added Resellers. Primarily responsible for overseeing a collaborative process improvement team that streamlines work flow and improves customer satisfaction. Coordinating tasks related to training, testing, documentation, master file maintenance and implementation for Client-Server and SaaS Electronic Health Record Applications. Monitor the development of business plans, managing lifecycles, and product positioning in the market place. Oversees market research, monitor competitor’s activity, and identifies customer needs. Interface with Engineering, Production, and Sales to develop new product ideas and enhance existing products. Work with product development and other internal departments to resolve complex issues and develop solutions to minimize cycle time for problem resolution. Collaborate with various entities within the business to share knowledge of issues and corresponding resolutions or workarounds. Monitor call queues and case submission in an effort to produce root cause analysis. Manage the CRM system as well as gather and report team metrics. Act as a liaison between various business units to report high priority and critical items. Manage customer complaints to expedite case resolution. Successful processed an average of $10,000,000 annually in software distribution and renewals.

2002 Medix Systems Consultants, Inc South Holland, IL

Project Manager, Technical Support

Provide total system management solutions to MicroMd and Medical Manager Customers that included hardware, software, installation, training and support. Support for all industry standard operating systems including SQL, Windows, UNIX, DOS, and Novell Netware. Developed market requirements for the existing product lines. In this role I provided front line support to customers for various aspects of their practice management software; as well as acted as a liaison between support and development for the purpose of fact gathering and enhancing the core product. I coordinated and performed file repair and password recovery as needed. My duties consist primarily of escalated issues, customer service and trouble shooting. I assisted customers in the deployment, activation and initial configuration of their software. As a support tactic I gather additional information for further testing purposes. In addition to my duties with support I have also provided documentation that was later published on the knowledge base as a tool to assist customers.

2000 Corbett, Inc Chicago, IL

Project Management, Patient Recruitment/Retention

This position required me to be involved daily in patient recruitment and retention, responsible for creating site incentive motivation programs. With the data that was collected, maintained an electronic database of patient medical records, site communication, and patient referral status tracking worksheets. Involved from prescreening of patients to medical examinations, or treatment of patients in studies that were later FDA or IRB approved.

1996 FTD, Inc Downers Grove, IL

Team Lead, Technical Support

As the team lead I worked as a support engineer involved from software conception, through design, to volume productivity. Responsible for providing accurate and timely support using strong technical and interpersonal skills while working under pressure in a high paced call center environment. Overseeing support teams with regards to responding and following up on customer calls. Monitoring support queues on a day-to-day basis. Responsible for assigning support cases to the appropriate support teams. Suggested new products that increased supply and decreased spending for Unix and Windows operating systems. Beta tested newly released products. Traveling for public relation issues or to install and train customers on various operating systems. Maintained an electronic database of problems and resolutions, which were later accessible for speedy trouble-shooting and problem-solving.; this ultimately improved customer service.

Education:

University of Arkansas at Pine Bluff

Certification:

Six Sigma – Greenbelt

HIPAA Certified

Windows 7 Deployment

PMP Certification (In Process)

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