ANDREA NEER

• Manage multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
• Exceed client expectations by delivering high-quality solutions tailored specifically to their unique needs and requirements consistently throughout projects undertaken over time range.
• Create detailed project plans outlining scope, level of effort, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
• Manage stakeholder communications, facilitating collaboration and addressing best practices and concerns throughout project lifecycle.
• Lead a diverse team of professionals in successfully completing complex implementations on time and within budget constraints.
• Established standardized processes for onboarding new clients, reducing ramp-up time and increasing satisfaction rates.
• Troubleshoot technical issues during implementations, working closely with developers to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
• Conduct thorough quality and risk assessments for projects, mitigating issues before they arise during implementation phases.

Accomplishments

• ## project implementations
• Clent relationships improved: Simplee/Flywire, FPI, Landmark, WVT
• Helios implementation and onboarding

• Led customer experience initiatives, enhancing service delivery and client satisfaction.
• Analyzed customer feedback data to identify trends and implement strategic improvements.
• Established performance metrics, driving accountability and excellence in customer service delivery.
• Collaborated with cross-functional teams to streamline processes, resulting in improved service delivery and reduced turnaround times.
• Championed a company-wide culture shift towards customer-centricity, fostering an environment where every employee prioritized exceptional service delivery.
• Collaborated with product development teams to incorporate user feedback into future designs, resulting in more user-friendly offerings.

Key Accomplishments

• Launched annual NPS campaign with a multi-channel distribution plan, year over year response rates averaged 76%.
• Developed and maintained customer onboarding programs by collaborating with line of business leads to support their growth goals.
• Developed multi-channel program for delivering CX surveys with client convenience as a focus, increasing response rates by 15%, resulting in actionable client feedback.
• Managed the Straight to the Top customer survey response and customer outreach program, personally responding to 100% of all customer feedback.
• Served as Quality Committee Chairperson collaborating with segment leaders to review customer and associate feedback. Maintained ongoing action items for process improvement and customer satisfaction and loyalty.

• Responsible for Banking Industry business development serving as the primary customer spokesperson for Dynamics CRM Practice.
• Analyzed client needs to develop tailored business solutions.
• Presented comprehensive business cases demonstrating value proposition and the substantial value of deploying the Dynamics CRM solutions for Branch Transformation, Mortgage and Auto loan application modernization and a mobilized sales force.
• Engaged in high intensity workshops with bank clients to collaboratively identify and prioritize business process gaps, build a comprehensive process improvement strategy including business requirements, a proof of concept, and statement of work.
• Engaged in the delivery of projects as the primary interface to the end user or customer.

Key Accomplishments

• Identified and pursued valid business opportunities with target financial institutions by collaborating with HPE and Microsoft sales teams, including account executives or managers and industry sales leads.
• Advised and managed solution development for large complex engagements specific to the banking industry and provided subject matter expertise supporting presales engagements.
• Created presentations for internal and external clients, introducing the HPE Dynamics CRM solutions and identifying the HPE partner value proposition.
• Supported the development of CRM Dynamics Auto Lending solution and Win10 Mobile Lending App. As a team member, I defined loan process business descriptions, mapped the mortgage loan process, developed the high-level business plan and created user stories for a loan application. I also assisted in the daily build out of the applications, reviewing and editing mock-ups and validating and consulting on the process content and flow.

• Managed all aspects of the ATM Channel with direct responsibility for the development and implementation of the ATM distribution strategy and functionality roadmap.
• Responsible for projecting the annual forecast and budget for the Channel and securing funds for the fiscal year.
• Completed comprehensive business cases for individual projects to gain approval from our executive team.
• Collaborated with the Distribution, Marketing and ATM Product teams to substantiate and ultimately implement the “Bank of the Future” to include audio teller self-service equipment and teller tablet capabilities.

Key Accomplishments

• Managed all high-profile ATM partnerships including Ohio State University, Columbus Airport Authority, Meijer and Giant Eagle/Get-Go, successfully building and nurturing long term profitable business relationships.
• Successfully implemented ATM actions related to three bank acquisitions while staying within approved budget and 48-hour timeline with no customer disruption.
• Managed the ATM ADA compliance project avoiding class action lawsuit and potential fines to the bank. Headed the process improvement team to ensure 1500+ ATMs were compliant within 30 days and established ongoing monthly reconciliation of the fleet using existing on-site resources to achieve nominal unbudgeted outlay.

• Developed and maintained the company's strategic initiatives to enhance client engagement and retention.
• Analyzed market trends to inform financial product offerings and improve competitive positioning.
• Led cross-functional teams to implement process improvements, increasing operational efficiency across departments.
• Mentored junior strategists, fostering skill development and promoting collaborative project outcomes.