Deborah Lunsford

Optimal customer service support using help desk ticking system by providing best practice resolutions in a timely manner.

Audited software settings with suggestions to enhance user's engagement.

Reviewed over 50 custom software applications for future suitability.

Manage Epicor support tickets for software issues.

Team member for software integration with acquired company and new location.

• Partnered with branch managers and key users to conduct thorough discovery and due diligence for service system. Prototyped new data processing capabilities to confirm integration feasibility into existing system. Developed standard operating procedures and documented workflow for service process
• Ownership of researching, analyzing and testing applicable new features for all major ERP versions from 2011 to 2019. Developed and executed plan for employee testing including documents and processes. Provided training. Managed both pre and post upgrade concerns to facilitate successful major upgrade
• Collaborated with 3rd party programmers and business unit team members to design and test applications system to enhance improve customer experience for mobile computing capabilities by users and customers
• Created reports for analyzing data and trends

• Subject matter expert to resolve problems and improve usage of system for over 100 users
• Provided 24 hour turnaround with resolution or further explanation for exceptional user satisfaction
• Reviewed features to recommend functionality to address improvement opportunities and offer and implemented data-driven recommendations aligned with overall company strategies
• Created scheduled and requested ad hoc reports for analyzing data trends
• Liaised with users and 3rd party programmer to correctly identify specs for programming business enhancements
• Attended seminars to learn new ERP developments and upcoming enhancements

• Traveled 85% thru North America
• As subject matter expert worked closely with customers for transition from their legacy system to Epicor. Collaborated with with Epicor implementation to conduct thorough discovery and due diligence
• Consulted with customer to define business process requirements, achieve and maintain productivity standards and adhere to accuracy standards for training users. Input key data into system in accordance to policies and procedures

Maintained 100% confidentiality of customer's data.

Developed loyal customer relationships with repeated consulting engagements

Prepared detailed reports on updates to project specifications, identified issues and team activities. Reported areas of improvements.

Provided pre and post go live consulting including repeated visits to resolve issues and assist customer in month end and upgrades

Attended Epicor trade shows

Engaged in continuous education of the distribution industry along with Epicor software improvements and offerings