Cortney Hagen
Cumming,GEORGIA
Summary
Results-oriented software implementation specialist with a proven track record of successfully translating client requirements into effective software solutions. Proficient in the end-to end implementation process, from project initiation to completion, ensuring seamless integration of software systems. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Park N Fly
2021.12 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Software Implementation Specialist
DEXIS
2022.08 - 2023.09
- Enhanced software implementation efficiency by streamlining processes and optimizing workflows.
- Developed custom solutions for clients, resulting in increased customer satisfaction and retention rates.
- Reduced software implementation timeframes by effectively managing project timelines and resources.
- Collaborated with cross-functional teams to ensure seamless integration of new software systems.
- Managed client relationships throughout the implementation process, maintaining open lines of communication to address concerns and gather feedback.
- Created detailed project plans outlining tasks, timelines, and resource requirements for successful software implementation projects.
- Troubleshot issues during the implementation process, collaborating with development teams to resolve problems quickly and efficiently.
- Led regular status updates with stakeholders to report progress on software implementations, ensuring transparency and alignment across teams.
- Streamlined communication between developers, QA testers, and end-users during the implementation process, promoting collaboration and reducing errors in final products.
Data Center Operations Specialist
McKesson
2019.12 - 2022.04
- Used ITIL method, which improved operational efficiency by streamlining processes and implementing new systems.
- Supported business critical application (SAP, JDE) order processing and (TWS) job scheduling.
- Responded to customer inquiries concerning hardware, software or system functional specifications issues and consulted with users to determine possible business impacts.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Established key partnerships both internally and externally that contributed significantly toward achieving organizational objectives.
Account Manager/Onboarding Specialist
LIVERPERSON
2016.03 - 2019.04
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to help them achieve their business goals.
- Coordinated cross-departmental efforts to execute successful marketing campaigns for key accounts.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Tested and executed pilot programs, including creating training material for employees and customers, directly leading to a multi-million-dollar contract with new client.
Education
Associate of Applied Science -
West Georgia Technical College
Carrollton, GASkills
- Data Entry
- Data Collection/Migration
- Product Knowledge
- Computer Proficiency
- Documentation
- CRM System Proficiency
- Problem Solving
- Project Management
- Adaptability
- Resource Planning
- Technical Support
- Software Integration
Timeline
Software Implementation Specialist
DEXIS
2022.08 - 2023.09
Customer Service Representative
Park N Fly
2021.12 - Current
Data Center Operations Specialist
McKesson
2019.12 - 2022.04
Account Manager/Onboarding Specialist
LIVERPERSON
2016.03 - 2019.04
Associate of Applied Science -
West Georgia Technical College
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