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Click here or scroll down to respond to this candidateCandidate's Name
IMPLEMENTATION SERVICES PROFESSIONAL
Belmont, NC Street Address
PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
LINKEDIN LINK AVAILABLE
PROFILE
Dynamic Management Professional with an extensive background of exceptional leadership and project management success. Effective and knowledgeable in process management, software implementation and operational strategies contributing to development, growth and profitability in industry technical advancements.
Influential Leader Capable of mentoring and coaching teams to draw out a high level of success and achievement through individualized goal setting and managed training.
Organized Management Informed and analytical problem solver with profound understanding of project analysis, technical resolution and enhanced operational efficiencies.
Innovative Change Developed and implemented major initiatives with a direct impact on project cost savings, revenue growth and customer satisfaction.
PROFESSIONAL EXPERIENCE
MCKESSON ENTERPRISE INFORMATION SOLUTIONS, Charlotte, NC
2008 2016
Manager, Implementation Services
2010 2016
Led team of up to 24 personnel including Project Managers, Technical Consultants and Implementation Consultants in successful full-cycle implementation of Hospital Information Systems providing strategic leadership to coordinate multiple process improvement projects to proactively identify operational issues and provide rapid application resolutions.
* Developed and led team on services pilot process to upgrade version of software managing issue resolution and documentation processes as well as customer collaboration with full testing to deliver fully documented quality product.
* Built strong cross-functional relationships with Support, Development, Audit/QA, Sales and Product Management facilitating support needs, resolving customer issues and reducing project duration by 10%.
* Maintained coaching and forecasting review process with entire project team to successfully achieve forecasting variance below annual target of 5%.
* Created and documented training process preparing qualified candidates in becoming Project Managers and resulting in the successful promotion of 2 candidates into the Project Management position.
Project Manager, Implementation Services
2008 2009
Managed projects to successfully implement full-cycle installation of Hospital Information Systems coordinating project timelines, resource management, training and class schedules, Initiation and Kickoff meetings, weekly status updates, issue management, documenting project status and managing client communication for multiple ongoing implementations.
* Achieved consistent high customer satisfaction survey results for implementation and add on projects, averaging 6.3 out of possible 7.0.
* Forecasted revenue recognition to achieve a team leading 1% variance in FY09.
* Managed significant workload that included up to 6 new name projects varying from $350k - $1.2M with multiple application add on projects resulting in the success of team leading 4 new name go lives in one fiscal year.
* Developed strong customer relationships through issue resolution resulting in additional service contracts varying from $6k - $150k at multiple sites.
MEDQUIST INC., Mount Laurel, NJ
2001 2007
Regional Project Director, Charlotte, NC
2006 - 2007
Directed 7 project teams of 34 personnel including Project Managers, Application Analysts, Interface Architects and System Engineers to install and support speech recognition, dictation and transcription products and services within the healthcare industry.
* Led implementation teams to achieve the Best in KLAS designation for Front End Speech Recognition product performance rankings in 2006 and 2007.
* Played integral role in developing customer based training program utilized nationally in Front End Speech Recognition system which was instrumental in reducing customer use failure rate by 30% and led to the implementation of the same training program with other products.
* Created a multi-functional cross-training program for the varied implementation teams resulting in a 6% cost decrease through more effective and efficient resource team utilization.
* Managed implementation of a system software upgrade throughout 75 major hospitals nationally reducing incoming service calls by 12% and improving customer satisfaction levels.
Area Service Manager, Charlotte, NC
2001 2006
Managed field service support teams consisting of 14 technicians in the installation and on-call service of dictation and transcription products for approximately 325 systems in a two-state region coordinating equipment installation and maintenance schedules with customers, technicians and field-training groups.
* Administered a $4.5M revenue and expense budget negotiating with vendors for parts, minimizing staff overtime, and focusing on customer satisfaction in delivering a 94% service contract renewal rate.
* Increased revenue by 10% through inventory audit of customer systems and interfaces to clearly define service requirements and appropriate service contract billing.
* Reduced parts cost by 4% through creation of localized inventory control system.
* Trained and certified 14 technicians to provide excellence in response time and quality of service.
LANIER WORLDWIDE, INC., Atlanta, GA
1984 2001
District Service Manager, Overland Park, KS
1999 2001
Systems Project Manager, Charlotte, NC
1997 1999
District Service Manager, Melbourne, FL
1984 1997
* Managed operations with annual revenues of up to $2.5M.
* Achieved up to 17% annual revenue increase and up to 25% profit growth during tenure.
* Improved customer service value and technician re-visit setbacks.
* Developed strong client partnerships resulting in increased sales.
ESSENTIAL EXPERTISE
* Issue Resolution
* Operational Efficiency
* Program Development
* Contract Management* Innovative Leadership
* Team Motivation & Development
* Project Analysis & Implementation
* Fiscal Accountability
EDUCATION
Associates Degree in Electronic Technology, Erie Community College, Buffalo, NY
VOLUNTEER LEADERSHIP
Church Fellowship Functions Leader, 2006 to Present
* Plan and organize monthly community breakfast, after mass coffee and donut socials and quarterly bingo events.
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