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Click here or scroll down to respond to this candidateCandidate's Name
Holiday, FL Street Address
PHONE NUMBER AVAILABLE - EMAIL AVAILABLEProfessional SummaryWell-traveled and highly skilled Implementation Consultant and Technical Account Manager with 20+ years helping clients enhance businesses through careful introduction of advanced Point of Sale Products (SasS). Satisfied only when customers successfully integrate new products and improve operations and increase revenue. Dedicated to remaining present and available through full implementation cycle and providing excellent, professional customer service skills. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems.AccomplishmentsSuccessfully completed large project implementations such as stadiums, arenas, casinos and hotels with multiple outlets and 100+ workstations which included leading entire project and managing an implementation team through the entire processHave implemented various interfaces including PMS, Gift Cards, Credit Cards and Inventory solutions.SkillsStrong product knowledge of Oracle MICROS products, Simphony, RES, Reporting & Analytics, multiple interfaces including OPERA, Gift Cards, Credit Cards, Mobile Ordering, Infrasys POS and interface implementationSkilled trainer and instructor, end-users and staffIssue and Resolution TrackingLeadership skillsStrong ability to lead large teams and large projects, management experience and excellent customer serviceComplex Issue Resolution and Critical ThinkingTraining Material DevelopmentExcellent Communication SkillsConfiguring InterfacesMicrosoft Windows and OfficeTechnical ImplementationCustomer Implementation SupportBuilding and nurturing internal and external customer relationships and maintaining excellent rapportWork History10/2023 to CurrentTechnical Account ManagerShiji Group RemoteCreate product training plans centered on customer success and satisfaction.Work closely with sales team on understanding customer requirements, promoting products and delivering sales support.Write detailed technical documentation for company products.Monitor ongoing product solutions and Implementation process for Major Account customers.Manage software upgrade certification and rollouts and provide documentation.07/2021 to 10/2023Implementation ConsultantShiji Group, Digital Dine RemoteCompleted full implementation of 50+ Digital Dine mobile ordering solution deliveries based on customer requests and customized needs and integrating with Oracle Simphony and Infrasys POS. Implementation includes installation of software, customization of use case experiences, training and live support.Evaluated implementation personnel training procedures, taking customer feedback and overall utilization performance metrics into account when designing future training guidelines.Reduced process lags and improved productivity by supervising implementation personnel.Collaborated with internal departments to ensure success of timely and accurate product delivery.Coached, mentored, and developed implementation team by teaching best practices and protocols to reduce discrepancies.Explained complex, technology-related issues in basic, understandable terms to clients.Suggested solutions to developing problems during project so that correct modifications could be made.Support project management for optimal performanceActs as a Team Leader Subject Matter Expert on Shiji Dine mobile ordering solution and Oracle Simphony.05/2005 to 07/2021President, Implementation ConsultantLittleSystems, Inc RemoteWorked with various contracted vendors implementing over 100 Oracle/MICROS Simphony and Shiji Infrasys POS Systems in hotels, restaurants, casinos and large arenas/stadiums. Duties included full installations with database design, programming, staff training and configuring 3rd party PMS interfaces, credit cards, gift cards, inventory, tip tracking, loyalty programs and reporting.Traveled to customer facilities to inspect initial implementation of Simphony and Infrasys, directing apparent issues to appropriate engineering staff for correction.Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.Assessed project scope to confirm details and understand customer expectations in advance.Configured, installed, and handled troubleshooting tasks for variety of applications including PMS, Inventory, Gift Cards and Loyalty programs.Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.07/2004 to 07/2005Help Desk ManagerCatalina MarketingDocumented support interactions for future reference.Resolved escalated issues by serving as subject matter expert on wide-ranging issues.Assisted with updating technical support best practices for use by team.Managed high levels of call flow and responded to escalated technical support needs.Managed customers' expectations of support and technology functionality in order to provide positive user experience.Trained and supported end-users with software, hardware, and network standards and use processes.Managed help desk consisting of 10 employees and conducted performance evaluations.Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution07/2002 to 07/2004Customer Service SupervisorHome Shopping Network HSN St. Petersburg, FLCoached a team of 20+ employees through day-to-day work and complex problems.Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.Conducted training and mentored team members to promote productivity and commitment to friendly service.Coached team members to achieve company established business metrics and reviewed calls to ensure quality assurance and company standardsEducationAtlantic Community College - Mays Landing, NJAccounting And Business Management Course StudiesSt. Petersburg College - St. Petersburg, FLBusiness/Accounting/Information Technology Course Studies |
