Allena Harrington
Wendell,NC
Summary
Experienced Field Implementation Engineer with a proven track record in driving customer success and operational efficiency in the logistics and technology sectors. Demonstrated ability to enhance project completion rates and client satisfaction through effective onboarding, account management, and software implementation. Skilled in cross-functional collaboration and problem-solving, aiming to leverage technical expertise and client-focused approach to contribute to team success.
Overview
18
18
years of professional experience
Work History
Field Implementation Engineer II
Daifuku Intralogistics America
Clearwater, FL
01.2022 - Current
- Enhanced software reliability through meticulous debugging, testing, and support, integrating solutions seamlessly with third-party applications.
- Championed cross-functional collaborations driving a 20% increase in project completion rate increase by ensuring smooth initiative implementation.
- Independently develop test plans utilizing BRDs to drive efficient testing and quality assurance processes in Azure DevOps, reducing software defects by 40% and improving overall product reliability
- Streamlined customer understanding and engagement by developing comprehensive System Integration Testing documentation.
- Conduct data validation using SQL test scripts, significantly reducing discrepancies and enhancing quality assurance processes across diverse projects
- User Acceptance Testing (UAT) to ensure functionality and address any data flow issues
- Go Live support to watch system performance, address issues, and create post-launch relationships to ensure client satisfaction
- Document processes, recommend process improvements, and continuously refine scalability and efficiency
- Execute high-impact projects for NIKE, Frito-Lay, Molex (Mexico), Farmacias (Mexico), Bath & Body Works, Ferguson, Home Depot, Amazon, and TJ Maxx, consistently delivering robust software solutions and exceeding performance targets
- Travel 90%+ in U.S., Mexico and Canada
Contractor
Newt Global Consulting, LLC
Irving, TX
10.2020 - 01.2021
- Company Overview: Contractor - Verizon - NetworkFleet
- Ensured customers orders and scheduled installations were scheduled and documented in a timely manner
- Verified order information, mailing information, and verification for professional or self-installation
- Created and shipped and reconciled professional installation invoicing
- Responsible for providing timely action on any customer escalations throughout the installation process
- Collaborated and owned the communication with internal partners such Sales, Support, Success, and Finance
- Fostered seamless communication with internal teams, resolving customer escalations promptly and enhancing overall service quality
- Optimized invoicing processes for professional installations, improving financial reconciliation and reducing discrepancies
- Handled crucial support throughout the installation journey, ensuring customer satisfaction and smooth service implementation
- Managed customer order processing and installation scheduling, ensuring timely documentation and accurate data management for efficient service delivery
- Coordinated with internal teams to resolve customer escalations promptly, enhancing service quality and maintaining strong crossdepartmental relationships
- Contractor - Verizon - NetworkFleet
Client Consultant
Dude Solutions
Cary, North Carolina
08.2006 - 04.2020
- Implemented, trained, and supported new and existing clients in proprietary software
- Drove client success through comprehensive software integration, training utilizing Zoom and support, resulting in enhanced operational efficiency and user satisfaction
- Conducted kick-off meetings.to address goals, aligning of goals, stakeholders, timelines, data gathering, and communication channels
- Collected data to import into SaaS from Excel using API
- Performed regular client reviews for trends, usage, and user acceptance.
- Managed strong client relationships, leading cross-functional teams, Sales and IT, to deliver tailored solutions and proactively address evolving business needs and integration
- Leveraged data-driven insights (KPI) to identify improvement areas, recommend best practices, and drive continuous enhancement of client software utilizations in Zoom meetings
- Guided in-depth analysis of capital planning processes, showing key areas for process improvements, and implementing cost-effective solutions and scalability
- Prepared strategic cost management initiatives, transforming client approaches to facility planning and maintenance, leading to 20% sustainable savings
- Proactively managed accounts with weekly/monthly meetings, continuously monitored client accounts to recommend best practices, follow-up training activities, and guides/videos for clients
- Created meetings in Outlook and How To videos using Zoom
- Used SalesForce to track issues, client interactions, and upsell interactions
- Resolved complex technical issues for clients via email, phone, chat, and on-site visits, ensuring swift resolution and minimizing operational disruptions
- Crafted, managed, and documented change management processes, constructing workflow solutions for work orders and role responsibilities
- Configured workflow processes for work orders, role access, and accountability, setup email notifications for users, and setup automatic report generation
- Implemented/Onboarded K-12, Higher Ed, YMCAs, restaurants, resorts, and manufacturing
- Conducted smooth hand-off from onboarding to Customer Support and Customer Success
Education
Bachelor's Degree - Business Administration and Computer Science
N.C. Wesleyan College
Assoc. in Applied Science Degree - Computer Info. Systems
Wake Tech. Comm. College
Skills
- Customer Success Management
- Account Management
- Onboarding
- Account Configuration
- Implementation
- Revenue Growth
- SaaS
- Data validation testing
- Cross-functional Team Leadership
- Problem Solving
- Client Relationship Management
- Software configuration
- Data migration
- Self-driven
- Organizational Skills
Timeline
Field Implementation Engineer II
Daifuku Intralogistics America
01.2022 - Current
Contractor
Newt Global Consulting, LLC
10.2020 - 01.2021
Client Consultant
Dude Solutions
08.2006 - 04.2020
Bachelor's Degree - Business Administration and Computer Science
N.C. Wesleyan College
Assoc. in Applied Science Degree - Computer Info. Systems
Wake Tech. Comm. College
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