April James
Fort Hood
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
14
14
years of professional experience
Work History
Data Validation and Configuration Specialist
National Veterinarians Associates
12.2024 - Current
- Enhanced data accuracy by implementing rigorous quality control measures and data validation procedures.
- Improved reporting accuracy through meticulous data validation, streamlining internal processes for information sharing among team members.
- Created a comprehensive knowledge base for future reference, enabling team members to easily locate and access essential information related to configuration management.
- Collaborated with cross-functional teams to ensure proper implementation of configuration changes.
- Utilize advanced Excel functions (e.g., VLOOKUP, conditional formatting, pivot tables) to analyze large datasets, identify discrepancies, and support data cleanup initiatives.
Senior Customer Training Specialist
Covetrus
01.2020 - 12.2024
- Engage clients in planning initial training sessions and carrying out protocol initiation
- Lead completion of crucial tasks and milestones conforming to Salesforce project perspective
- Foster communication to vital stakeholders, such as sales, account management, and service throughout process by facilitating awareness and cooperation
- Orchestrated synchronization of 30 potent ongoing projects simultaneously via strategic planning and execution
- Sustained adherence to standardized routine procedures, while managing clients' set-up, configuration, and training aligned with acknowledged best practices
- Identified and mitigated potential risks and challenges potentially through analyzing technical issues and trouble-scheduling conversations with clients
- Enhanced employee performance by developing and implementing comprehensive training programs.
Technology Implementation Manager II
Covetrus
01.2020 - 01.2023
- Initiated interaction with client to establish initial training or implementation meeting
- Implemented standard operating procedures for effective client setup, configuration, and training in adherence to recognized best practices
- Accomplished key responsibilities and landmarks within Salesforce project panorama
- Compiled comprehensive notes related to telephonic conversations and client dealings
- Encouraged transparency and teamwork by promoting communication with key stakeholders throughout process
- Recognize potential obstacles and complications that might hinder implementation process, alert critical stakeholders on technical difficulties and challenges in scheduling meetings with clients
Senior Customer & Practice Support Agent
Covetrus
01.2017 - 01.2020
- Oversaw all day-to-day responsibilities, including operating systems, serving customers, and resolving issues proficiently
- Navigated through 25 daily customer calls and addressed complex concerns effectively to enable seamless flow of activities
- Performed receipt and procedure of orders via phone, chat, or email consistently
- Engaged with customer queries, grievances, and feedback and coordinated remedial actions for telephonic grievances
- Facilitated customers and agents resourcefully through several call centre support applications
- Guaranteed correct entry and management of patients' prescriptions within internal system
- Maintained solid focus on precision, efficiency, and service excellence by conducting broad array of operations
Subject Matter Expert
Aegis- AT&T
01.2011 - 01.2016
- Provided consultation and support to representatives in accordance with specific needs or desires of clientele
- Analyzed technical glitches and implemented suitable solutions by leveraging company diagnostic resolution framework
- Scrutinized activities of 30 agents, while tracing user progression to pinpoint potential areas for enhancement
- Upheld client contentment by applying innovative strategies in adherence to client needs and rectifying issues
- Achieved client satisfaction targets by accumulating client responses and implementing procedural modifications
Education
Bachelor of Science - Health Care Administration
Purdue Global University
Indianapolis, IN07-2025
Skills
- Client relationship management
- Retention-focused client engagement
- Problem identification
- Value-driven sales techniques
- Upselling strategies development
- Team collaboration and guidance
- Instructional development
- Data center operations
Timeline
Data Validation and Configuration Specialist
National Veterinarians Associates
12.2024 - Current
Senior Customer Training Specialist
Covetrus
01.2020 - 12.2024
Technology Implementation Manager II
Covetrus
01.2020 - 01.2023
Senior Customer & Practice Support Agent
Covetrus
01.2017 - 01.2020
Subject Matter Expert
Aegis- AT&T
01.2011 - 01.2016
Bachelor of Science - Health Care Administration
Purdue Global University
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