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Work Background
VIP (Vermont Information Processing)Implementation and Customer Success Specialist II
Jan. 2024 - Jun. 2024Colchester, Vermont, United StatesProvided installation, training, and ongoing support for dozens of complex customers
Worked with dissatisfied customers to meet their needs and ensure satisfaction
Presented at national user conference Built trust with hundreds of customers
Maintained client success
VIP (Vermont Information Processing)Implementation and Customer Success Specialist I
Jun. 2021 - Dec. 2023Colchester, Vermont, United StatesManaged a help desk for hundreds of customers
Trained new employees Wrote documentation of department procedures
Managed and led monthly webinar series for customers
Provided app expertise at national user conference
roundCorner (acquired by Salesforce.org)Senior Consultant
Aug. 2016 - Oct. 2018Greater New York City AreaProvided system customization expertise to major not-for-profit clients on NGO Connect fundraising software.
Configured and implemented NGO Connect to meet client’s donor management needs.
Program manager for 5 training curriculums that covered Salesforce, NGO Connect, and individual client needs.
Coordinated with outside vendors’ applications providing unified recommendations to prevent products from interfering with each other’s operations.
Managed project budgets and staff allocations.
Affiliates Risk Management Services, Inc.Project Manager & Trainer and Salesforce Administrator
Apr. 2015 - Aug. 2016New York, NYManaged 60 client relationships and met unique customer needs such as data analysis in nation-wide system collecting incident data to identify and mitigate risk trends.
Oversaw 10 nation-wide projects such as technology systems implementation.
Created and implemented on-boarding program for 60 clients (500 new and existing staff members), to highlight program features and best practices, resulting in significant increase in data collection.
Administered relationships with technology and hospitality vendors to ensure internal needs were met.
Served as Salesforce System Administrator, leading platform-related initiatives such as system configuration and user training for 35 internal staff members.
Created productivity dashboards for senior staff using Salesforce to track staff productivity, which permitted combining data from other systems and documents.
Provided post-implementation technical support for Marsh ClearSight incident management system and Salesforce.
Analyzed metrics of all reported incidents to determine system policies and enhancements, enabling medical guidelines for clients.
Managed Claims and Incident Management Database.
Affiliates Risk Management Services, Inc.Project Manager
Mar. 2009 - Apr. 2015New York, NYProvided on-boarding for 600+ users of new reporting system.
Managed client communication regarding system changes and new features to Marsh ClearSight.
Trained 300 users in incident reporting to promote product adoption.
Provided technical support for March ClearSight to nationwide user base of at least 1,000.
Planned and managed national TeamSTEPPS medical communication training conference for 15 clients.
Affiliates Risk Management Services, Inc.Senior Administrative Associate
Oct. 2007 - Mar. 2009New York, NYProvided high-level administrative support to the CEO and Director of Program Services
Managed the Certificate of Insurance program
Organized annual board of directors meetings
Planned company involvement in industry conferences
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