Phoenix, Arizona, United States
Passionate about fostering organic relationships with customers. Strong background of Professional Support and Cloud Delivery Management with an emphasis on successful results. Calmly manage urgent and complex projects. Proven track record of collaborating with various teams to deliver profitable outcomes for an organization.
Gathers and documents business requirements and defines functional specifications. Uses business practices and processes to improve business related problem-solving abilities. Partners with software developers to create business applications that improve, simplify, and streamline business processing functions. Performs software testing and quality assurance. Ensures that communication with users, associates, and superiors are complete, timely, and accurate. Conducts post-project reviews to identify areas of continual improvement.
-Served as the main liaison between customers, management and sales team. -Determined customer needs by asking relevant questions and listening actively to the responses. -Responded to all customer inquiries thoroughly and professionally. -Provided an elevated customer experience to generate a loyal clientele. -Resolved all customer complaints in a professional manner while prioritizing customer satisfaction. -Educated customers about the brand to incite excitement about the company’s mission and values. -Documented all customer inquiries and comments thoroughly and quickly. -Fostered a positive work environment by consistently treating all employees and customers with respect and consideration. -Received Black Diamond Award for performing in top 10% of the department
• Primary JDA Cloud application contact for eight Fortune 500 Companies in regards to critical issues, contract terms, reporting, upgrades, etc. • Cloud project lead for a successful 6-month implementation of national retailer. • Cloud project lead for two successful upgrades for JDA Retail Planning applications.
• Provide application support for web-based enterprise software for retail clients • Successfully analyze and triage customer issues, conduct any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration. • Received three peer nominated JDA Performer Awards during Technical Analyst tenure. • Acted as a product technical liaison between support and development teams to ensure the time to resolution JDA standard was achieved. • As selected member of Salesforce roll-out team, presented to over 100 peers on Knowledge Center Support after the launch.
• Delivered software support, product management and quality assurance with Trade Promotions Management (TPM) for manufacturers in the Consumer Package Goods industry • Provide functional and technical support for customers • Work with customers by utilizing Cisco Webex remote desktop tool to dial into customer production environments to fix data setup problems, and diagnose software issues. • Examine customer problems by importing their database into Oracle Enterprise Management system and conduct testing in support environments. • Assist customers with TPM implementation and upgrade projects. Perform on site and remote go-live support • Resource for the JDA Sales regarding TPM opportunities.
• Handled software implementations for Heinz USA, Kemps/Marigold Foods, and CPC BestFoods. • Completed initial joint product reviews to develop and customize software. Trained end-users on use of software and products. Handled software quality assurance testing. • Supported Heinz USA sales and marketing to end-users on Vista System functionality. Identified, reported, and resolved application defects. • Mentored, trained, and managed interns.
• Provided technical support for 30 food brokers and 6 account managers, utilizing Vista Deal Administration Application. • Received an average of 10 calls per day with a resolution rate of 70% on same day. • Handled onsite training and software presentation. Resolved issues online with various remote communication packages, including PCAnywhere and Carbon Copy.