Shawn Fischer

**** ******** ******

Omaha, NE ***32

adz9q8@r.postjobfree.com

402-***-****

Professional Experience

Right at Home, Omaha, NE April 2021 – Present

Business Technology Success Specialist

• Develop and maintain a thorough working knowledge of company-sponsored software applications and their databases.

• Liaison with ClearCare on a regular basis on platform enhancements, bug fixes, enhancement requests, and support issues.

• Support new and resale Franchisees with initial QuickBooks company file setup, an overview of operations procedures, and best practices.

• Assist Franchisees with ClearCare QuickBooks, IFX, and ZeeWise support requests and find a resolution.

• Monitor all applications for critical enhancements and complete necessary training to provide relevant support to users.

• Provide alpha/beta testing support for newly released application features.

• Assist new offices with initial configurations with various applications, coaching on required operational procedures and suggesting best practices.

• Assist owners, directors, and staff with processing weekly payroll and billing.

• Assist Franchisees with business technology applications by supporting requests to resolution.

• Monitor support ticket traffic for response times and resolutions according to company standards.

• Evaluate support requests on a regular basis, looking for themes that drive training and communication opportunities.

• Assist users with login issues for all company-sponsored applications.

• Ensure users receive timely resolution and effective communication related to support requests.

• Escalate support issues to the supervisor or department head as needed.

• Identify and educate owners, directors, and staff on best practices to improve operational efficiencies.

• Assist other company departments with openings, resales, and closings.

• Assist field support staff with office performance analysis reviews relating to the use of applications.

• Generate requested system or location-specific reports.

• Review weekly royalty collections for accuracy and determine action for any non-reporting or under-reporting locations.

• Stay abreast of platform enhancements, bug fixes, enhancement requests, and support issues.

• Participate and contribute to the preparation and execution of company events.

• Implements and maintains operational software processes and procedures around brand fund and royalties reporting, waiving late fees, and other associated processes around collection of monies from net billings from key operational software.

• Completes ad hoc compliance reports when necessary to identify the next steps of resolution including communication and/or assistance to franchise owners.

• Conducts weekly audits of discrepancies in net billings between required operational software. Communicates and assists owners if necessary to make corrections to net billings and associated financial entries. Project Coordinator March 2020 – April 2021

• Organize department meetings and maintain department meeting agendas.

• Coordinate special events such as department meetings and vendor meetings.

• Maintain detailed project notes – Best Practices manual – Track documents.

• Create and maintain department documents in company file locations and the Resource Library.

• Assist with the management of vendor and territory records in the CRM.

• Schedule webinars and conference calls for various projects.

• Communicate with the team members to ensure projects are completed on time.

• Work with project managers to break projects into action items and timeframes.

• Coordinate with other team members to define requirements, scope, and objectives.

• Assign tasks to internal teams and assist with schedule management.

• Monitor project progress and escalate any issues that arise.

• Prepare presentations for webinars and meetings using PowerPoint and other technology.

• Create and maintain comprehensive project documentation, plans, and reports.

• Function as department administrator for web conferencing, surveys, and other external resources using Survey Monkey.

• Assist with the implementation of other department initiatives.

• Provide occasional admin support for the front desk and on an as-needed basis.

• Performs other duties as assigned.

PayPLUS, LLC, Omaha, NE May 2017 – December 2019

Business Development Specialist

• Respond to all inquiries from prospective franchise owners and existing franchise owners in a professional manner.

• Plan and organize daily work schedule to call on existing payroll customers, current and new franchise owners for prospective PayPLUS customers.

• Adjusts content of call presentations by being familiar with the owner’s current processes and PayPLUS services.

• Keeps Management informed by documenting potential customers’ activity and results of the calls.

• Demonstrate open and effective communication with PayPLUS Specialists, colleagues, and Management.

• Answer each incoming call in a friendly, professional, and knowledgeable manner.

• Focus continually on the personal and professional development of self, business development, and PayPLUS processes.

• Review PayPLUS processes to provide the highest quality service to customers and determine efficiencies.

• Prepare agreements and appropriate paperwork for the customer to start PayPLUS services.

• Prepare forms for the On-Boarding team with all the appropriate customer information needed to start services.

• Keep track of all franchise owners that have our services and those that do not, keep track of dates of communication and notes from conversations I have had.

• Keep an ongoing reminder in Outlook to reach back out to those that were not interested in the services. HOME INSTEAD SENIOR CARE, Omaha, NE July 2012 – May 2017 Product Owner/Business Analyst

• Maintain and promote the product vision. This means documenting the vision, sharing it with stakeholders, incorporating feedback, generating features and stories, setting priorities for release planning, providing direction for the team’s on-site customers, reviewing work in progress, leading iteration demos, involving real customers, and dealing with organizational politics.

• Function as a liaison between the customers and the developers, by clarifying and refining customer needs into a functional requirement specification.

• Help customers think of details they might otherwise forget and help programmers express technical trade-offs in business terms.

• Difficult trade-off decisions are made about what goes into the product and what stays out. HOME INSTEAD SENIOR CARE, Omaha, NE December 2009 – July 2012 Technical Implementation Representative

• Support franchise owners and their staff by planning the schedule of all pre-and post-implementation activities and assuring adherence to that schedule throughout the implementation process.

• Document procedures and exceptions in the conversion process from one software to another.

• Coordinate training requirements for each office.

• Use Microsoft Access to diagnose and correct issues with the current database before conversion to the new software.

• Review the office’s hardware/software to ensure they meet the minimum standards.

• Provide remote control via LogMeIn Rescue of franchise owner’s computer systems when necessary to solve advanced computer problems.

• Test interaction with 3rd party vendors.

• Monitor progress with daily or weekly status calls.

• Document all systems information and calls from the office into Microsoft CRM.

• Continue supporting QuickBooks for owners and their staff with any questions they may have. HOME INSTEAD SENIOR CARE, Omaha, NE April 2006 – December 2009 PerforMax Coordinator

• Assist owners with their financial data within QuickBooks for them to participate in the PerforMax program.

• Function as the conduit between the three groups for PerforMax, Participants, Facilitators, and the Program. Help each member understand the goals and process it will take to get to the goal.

• Assist owners and their staff with accounting as it relates to Home Instead Senior care and QuickBooks. HOME INSTEAD SENIOR CARE, Omaha, NE January 2004 – April 2006 Technical Support Representative

• Assist owners and their staff on the cleanup of their QuickBooks accounting software.

• Take incoming calls from owners and their staff on any technical problems and resolve them.

• Help all franchise owners and their staff on all Microsoft Office software. HOME INSTEAD SENIOR CARE, Omaha, NE January 2003 – January 2004 Business Performance Coach

• Coordinate and track all franchise owners involved with the Mentor Program.

• Travel to new owner locations to perform a field visit.

• Assist staff members and franchise owners with problem resolution in administrative areas.

• Assist and counsel franchise owners on the Personality Profile test.

• Proactively focus on and be responsible for those franchise owners that fall within the 40% - 80% range of each respective territory and franchise support manager.

• Assist franchise owners and staff to implement any/every office efficiency available to include utilizing the Franchise Center, Recruitment Job Hotline, Hours Worked Hotline, BOSS, and QuickBooks software to their fullest extent.

• Assist with each new owner training class, as they attend the Home Office training. HOME INSTEAD SENIOR CARE, Omaha, NE December 2001 – January 2003 Bookkeeper/Administrative Assistant – Branch Office

• Receive all accounts payable and accounts receivables and enter them into QuickBooks.

• Prepare and make bank deposits daily.

• Administrative duties as assigned.

MILLARD TRANSPORTATION, Omaha, NE March 2001 – October 2001 Accounts Receivable Coordinator

• Review all customers on accounts receivable for outstanding balances due to Millard and call the appropriate personnel to collect balances due for all the customers

EDUCATION

Smartsheet

Microsoft Windows 10, XP & Vista

Microsoft Word, Excel, PowerPoint, Teams, One Note CRM

Electronic Data Interchange - 101

Access 2.11

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