SHONDA HOLDEN EASON

919-***-****

adi088@r.postjobfree.com

Summary

Creative, results-oriented professional with experience in direct customer service, client and project management, account management, sales, and data analysis. Focused on providing clients with outstanding customer service and customized attention. Possess outstanding communication skills; able to effectively communicate in all instances with clients, team members and executives. Experience

Cisco Systems, Inc.

CX/Business Critical Services

Engagement Project Manager

Public Sector/Federal Accounts

February 2019 - Present

• Manage and coordinate complex projects, create budgetary quotes and proposals, and SOWs as needed with legal and contract management teams

• Collaborate with and support pre-sales and virtual sales managed services

• Facilitate Webex meetings with key stakeholders, sales service specialists, technical engineers, business development managers, and delivery teams for building pricing as deals are procured

• Utilize standardization methods for transactional and subscription architectures and technologies

• Assist cross-functional groups with customer lifecycles from onboarding, adoption, through expansion to subscription renewals

• Work with finance and account teams to ensure proper PID creations, edits and booking

• Meet defined metrics for improved cycle times and revenue growth through subscription renewals and up-sells

Medfusion, Inc.

Senior CRM/ Client Relationship Manager

Private Practice/Hospital/Research Facility Sector November 2015 - February 2019

• Responsible for 143 high impact Named Accounts; managing the end-to-end relationships, ensuring a central point of contact and continuity between customers and Medfusion

• Work to increase retention, revenue, and transactions across all clients and accounts

• Act as consultant and trusted advisor driving value through Medfusion offerings

• Balance Medfusion and customer requirements to deliver win/win scenarios

• Assist in improving adoption of Medfusion products and services, driving patient utilization

• Drive decision making processes using an appropriate mix of inquiry and advocacy

• Communicate with impact at all levels, understands and adjusts to audience and situation

• Learn and maintains in-depth knowledge of products and technologies, competitors, and industry trends

• Proactively solve problems ensuring the right inputs and expert data-driven analysis

• Set clear deliverables and priorities for customers and internal teams for all projects

• Identify opportunities for cross-functional process improvements to improve customer delight

• Understand and apply best practices for accounts, utilizing operating mechanisms to improve outcomes

• Effectively partner and influence through cross-functional teams - within account teams and functional groups

• Identify opportunities to attach broad sets of add-on applications and services

• Actively monitored and measured success by utilizing NPS scores, utilization reporting, and total client monthly recurring revenue across client base Intuit Health/ Medfusion, Inc.

Implementation Manager - Team Lead

August 2011- November 2015

• Configure and launch SaaS-based projects for patient portals serving ambulatory and community doctor’s offices and hospitals

• Consult for graphic design team to manage website implementations

• Participate in regular team status meetings and learning sessions

• Continue education through eCampus and online documentation of all solutions available to clients

• Facilitate webinar training sessions for clients

• Setup and plan the project scope and activities of assigned client accounts to accurately and timely deliver the required solutions

• Keep clients updated on a regular basis throughout entire life cycle of implementation

• Assist business partners with implementations and ongoing process improvements (Greenway, Avisena, MED3000, DavLong, GE Centricity)

• Ensure all required documentation is updated in SalesForce

• Assist in process improvements and training documentation

• Work with Centricity team members to help streamline delivered to go live documentation processes

• Participate in regular bug/defect/quality assurance meetings and projects to help identify and test

• Contribute to monthly internal office hours/cross-functional department and team brainstorming AT&T Global Business Services

Customer Service/ Senior IT/ Client Project Implementation Manager American Express/Citicorp/Merrill Lynch Accounts

1996 to June 2010

• Worked on large complex software development projects to maximize profitability through superior client and development team management.

• Key responsibilities included: consulting, directing, and evaluating project vision and strategy, ensuring project completion and team management, defining, and driving project deliverables, and facilitating project team meetings.

● Managed various phases of the software development lifecycle on a multitude of professional services engagements.

● Actively mentored other project managers.

● Maintained program and project documentation including SOWs (Statement of Works), SLAs

(Service Level Agreements), contracts, plans, schedules, metrics, and status reports.

● Communicated daily project status to clients and management.

● Managed program and project scope, customer expectations, project margin and project budget.

● Proactively managed new business opportunities during the course of scheduled implementations.

● Pursued prospective business opportunities which included: responding to Requests for Proposal

(RFPs) and Requests for Information (RFIs), developing business cases for new initiatives, and presenting responses and proposals to clients.

● Analyzed customer requirements and properly documented requirements in a functional design document.

● Provided project leadership throughout all phases of project lifecycle, from initiation and planning phases through production support.

● Planned and prioritized scheduling and execution based on goals and changing conditions.

● Anticipated issues, took action to mitigate them, and demonstrated superior technical problem solving ability.

● Negotiated project issues with clients and customers related to cost, time, and deliverables.

● Served as a resource and mentor for Operations, Legal, Engineering and Finance team members on appropriate client management techniques.

● Ability to work under pressure and within aggressive schedules.

● Strong written and verbal communication.

● Displayed a deep understanding of the client’s business needs and an understanding of the technical solution and the ability to communicate the solution to the client in a non-technical manner.

● Planned and facilitated multiple client workshops and training sessions. Skills/ Training/ Proficiencies

• Cisco ISO 27001 Information Security Awareness

• Cisco Business Critical Services – CMCS Remediation

• Cisco BDM Green Belt (Red)

• Cisco BCS 3.0 Incident Response Retainer (IRR)

• Cisco – HTEC/ Expert Care Integration in Services One Training

• Cisco CX ITIL 4 Foundation

• Cisco LOE Builder Training

• Cisco CX Baseline Training 2.0 and 3.0

• Cisco Environmental Health and Safety

• Cisco Conscious Culture Training

• Cisco Business Development Management Transformation Learning

• CSTM (Client Service Team Manager, CRM (Client Relationship Manager)/ Customer Service competencies

• International/ Global experience (EMEA, Asia-Pacific, Americas)

• Intermediate Experience with LAN, WAN, and IP Telephony technologies

• Experience in multi-functional areas (IT Operations, Development, Product, Finance, Legal, Contracting, Engineering, Client/Customer Service)

• ORT/UAT – User Acceptance System testing and process documentation experience

• PMP/ PMI experience

• Six Sigma background

• SOX (Sarbanes-Oxley) process knowledge

• SalesForce/ SFDC

• QuickBase

• SharePoint services

• Microsoft Office Suite (proficient in Excel, Word, Outlook, PowerPoint and Access)

• COGNOS, SQL, Access, Rally, ORACLE, Crystal Reporting Data Warehouse advanced experience

• 7 years IT Healthcare experience

• 8 years experience working in a virtual office environment

• 5 years call center experience/ inbound and outbound calling

• Actuate, Visio, and TOAD intermediate experience

• GoToMeeting, LiveMeeting, and Webex

Education

Cisco Career Learning and Development

AT&T School of Business

University of Phoenix

North Carolina State University, A.A.

North Carolina Central University, B.S., Biology

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