Remote Customer Support & Project Management Professional
Resume:
Julie Medlock Hancock
** ******** ***** **, ************, GA 30120
*****.*******@***.***
Objective: A customer service position using my strengths with Project Management of software including but not limited to conversion of data, testing, analysis, Q&A, revenue recognition demands during high stress situations and professional communication with clients to meet deadlines to meet the organization’s goals.
Qualifications Summary:
Over 20 years of professional experience in the Dental/Ortho/Oral Surgery industry and software development life cycles including the accounting industry.
Over 30 years of progressive experience providing administrative, customer service, technical support, training, data conversion, large and small equipment project management.
Goal oriented individual with strong and proven leadership capabilities.
Organized, highly motivated, self-disciplined and detail-oriented proactive problem solver.
Proven ability to work in unison with staff and multitask in order to achieve and meet deadlines.
Proven experience in the following areas: Excellent written/Oral communication. Analytical/Problem Solving skills. Quality Assurance/Regression Testing, Customer Service, Implementation of classic products to Windows and new employee training.
Employment:
Carestream Dental – Conversion Analyst 2022 – Current
oSupport the customer implementation process by managing the data migration, product customization and system integration processes. This involves maintaining good working relationships with clients by thorough project planning, meticulous analysis of data conversion results and disciplined communication of project status. Through this, you will maintain a good working knowledge the Carestream On-Premise and Cloud / Azure product lines and system environments, as well as continually increasing working knowledge of competitive product lines.
oConduct detailed data analysis and educate clients on data conversion process and results.
oMonitor the data conversion process to ensure a quality and accuracy consistent with or exceeding customer expectations and Carestream's corporate goals.
oWork conversion projects all of the following: PracticeWorks, SoftDent, OrthoTrac, WinOMS, Sensei Cloud, CSI, CSOI
oWork with existing Carestream clients in migrating to the Hosted solution.
oWork with existing Carestream clients in migrating from the Hosted solution.
oMaintain consistent client contact throughout the data conversion/transition process
oEvaluate client's utilization of current software.
oPerform detailed analysis of data conversion results using proprietary tools, database queries, and source data examples
oReport data conversion irregularities and enhancement requests for potential conversion program modification.
oConduct detailed data review with clients using online collaboration tool
oFormulate and discuss recommendations for customization of Carestream product.
oMaintain high level of inter-departmental communication. (i.e. Support, Implementations, Training, and Data Services)
oContinuously update CRM with notes, information, process progress
Carestream Dental – Implementation Coordinator 2011 – 2020
oInitiate SaaS, hardware, and digital implementation projects for new and existing clients.
oProject Manager during implementation process, gathers information, consult, plan, and monitors all implementation activities to meet go live date for new and existing clients.
oPartner with clients to assess business needs, schedule product implementations, lead weekly meetings, establish and maintain client relationships.
oManage training sessions; allocate resources internal technical specialist, data migrations, implementation staff, vendors, and customers.
oMaintain Customer Relationship Management (CRM), SAP systems to ensure accurate client documentation, financial reporting, order status, and constant update for stakeholders.
oAssist client with understanding and best practices on usage of products.
oManage problem resolutions and escalate issues when appropriate, ensure a smooth transition to ongoing support team following implementation.
Cartersville Primary School – Paraprofessional – 2004-2011
oThe purpose of the position was to assist classroom teachers, office administration and/or Principals with all duties including the students.
Implementation Coordinator - Infocure/PracticeWorks, 2000-2004
oServes as the project manager for new client implementations for program updates and technical changes for existing clients.
oAssume overall accountability for ensuring that the client’s implementation, which includes the conversion experience is successful.
oDevelop, coordinate and executes implementation/conversion project plans, task schedules and resource activities to ensure on-time effective project delivery.
oEnsures all client technical, business and delivery expectations are met.
oCoordinates the migration process from the completion of sale to completion of office training.
oProvides follow-up with clients to ensure complete satisfaction.
Education:
Kennesaw State University 1987-1990 – Major Business Administration
South Cobb High School Graduate 1987
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