Customer Success Manager

Amanda J. Bridgens

Cell: 412-***-****

Email: ***********@*****.***

QUALIFICATIONS:

Provide transparent, comprehensive client communication regarding increased efficiency, defects, and workarounds

Expert in Microsoft Office Suite, Excel, SharePoint, Tableau, SQL queries, ServiceNow, variable billing, ACA, and Medicare

Ability to prioritize and remain focused on the essence of an issue

Excellent with customer support services, stakeholder/client relations, problem-solving, business operations, data and financial analysis

Skilled at learning new concepts quickly while working well under pressure

Agile, team, project, and work management

Extensive customer success and data analysis experience

EXPERIENCE:

May 2024- Sept 2024 Pyramid Consulting/Accenture for ServiceNow Fully Remote/Santa Clara, CA

AI Data Services Manager (Business Operations Manager-contracted assignment)

Responsible for managing contingent operational work

Quality assurance of data for multi-department budgeting

Conducted financial analysis to support business decisions and strategic planning

Developed financial models and forecasts to guide budgeting and resource allocation

Monitored key performance indicators (KPIs) and provide insights to improve operational efficiency

Collaborated with departments to streamline processes and enhance profitability

Prepared reports and presentations for senior management to communicate financial insights

Identified market trends, risks, and opportunities to drive business growth.

Supported implementing financial systems and tools to enhance data quality and analysis capabilities.

Direct positive reference available for this assignment

September 2013 to August 2023 enGen/HM Health Solutions/Highmark (same company) Pittsburgh, PA

Customer Success Manager (promoted from Sr/Lead Business Analyst, Team manager, Platform Resolution Consultant)

SAAS liaison between large clients, stakeholders, and IT, monitoring key performance indicators

Triaged problems, issue management, and ensured the success of issue resolution and defect implementation

Mentored/trained on complex functionality, implementation, and workaround procedures, traveling to client sites

Client point of contact and escalation contact for questions, investigation, and issue communication

Enhanced system efficiency using data analysis, financial analysis, reconciliation, automation, and revision of existing processes reducing errors from 40,000 to under 500 monthly for 1 million members

Responsible for the creation of documents, status dashboards, and mapping of processes and procedures

Conducted in-depth assessments of existing systems, quality assurance of data systems, and recommended technical performance enhancements, requirements gathering

Managed, assigned, and aided in production support issues, monitored and coordinated resolution, product management

Decreased 1000 employee work hours by creating more efficient methods for a large healthcare client

Researched, analyzed, and corrected billing inconsistencies due to migration, Medicare, and Healthcare reform regulations

Created workarounds until the implementation of current system enhancements or defect corrections occurred

Managed a team of 8 onshore resources, and guided a team of 23 offshore resources

Timesheet approval, goal creation, employee development (team manager position)

September 2012 to September 2013 Direct Energy Pittsburgh, PA

Gas Billing Analyst (contracted then hired)

Researched and corrected multiple account billing inconsistencies due to migrating to a new billing system

Performed root cause analysis of product and rate disputes

One of only two gas analysts that rectified all billing corrections for 15,000 accounts, 175 different products

Trained other employees on the use of a new billing system for customer service and support needs

Detailed tracking, reporting, and analysis of all errors of two ticket systems using pivot tables, charts, Vlookup, macros

Acted proactively to prevent prior errors with each acquisition and migration to the new system

October 2010 to September 2012 Multiple Locations Pittsburgh, PA

Accounting/Financial Analyst Consultant (contracted assignments)

GlaxoSmithKline, AR Building, Healthcare Management Advisors, Jones Lang LaSalle

Reconciliation, general ledger entries, financial reporting, budget forecasting, general accounting, cash analysis

Tax accounting and income tax preparation, billing, AP and AR

Created and maintained data and reports for analysis from a large pool of data for upper management use

Provided vast amounts of information for audits performed by PWC

2008-2010 Westinghouse Electric Company Cranberry/Churchill, PA

Technical Staff Assistant/Accounting Associate II

Analyzed financials for budget preparation and forecasting (some $36 million budgets) of new facilities

Data tracking, and analysis for $45 million construction project with multiple small projects within, cost accounting

Fixed asset, capitalization, and depreciation of those same construction projects

Executed accounts payable duties to ensure timely invoice payments, accounts receivable

Researched invoices and communicated between company departments to expedite payments via email and telephone

EDUCATION:

December 2002 University of Pittsburgh Pittsburgh, PA

BS, Business Administration Dual Degree: Finance and Marketing

CERTIFICATES AND LICENSES:

ITIL Foundation Certificate in IT Service Management

Six Sigma Yellow Belt

SAFe 6.0 Agilist Certified

PA Life and Health Resident License

Contact this candidate