Dena Berends
Dundalk,MD
Summary
Experienced professional with a strong and diverse background in implementation, labor compliance and programming, reporting analytics, and customer support within Oracle environments. Demonstrated success in managing multiple client implementations, training customers, and achieving successful project outcomes. Skilled in troubleshooting, issue resolution, productivity improvement, and delivering excellent customer service. Eager to utilize my extensive experience and knowledge in a new role.
Overview
18
18
years of professional experience
Work History
SR. Solutions Engineer
PosUpgrades
07.2024 - 01.2025
- Led the implementation, training, and documentation of restaurant software solutions, enhancing operational efficiency and user adaptation
- Provided strategic expertise and support, resolving customer escalations and improving customer satisfaction rates
- Devised innovative approaches to address common client pain points, resulting in improved user experiences and higher satisfaction rates.
- Stayed current with industry trends and emerging technologies, incorporating relevant advancements into solution offerings where appropriate.
- Conducted thorough root-cause analysis on complex technical issues, implementing effective resolutions in a timely manner.
- Led training sessions for clients, ensuring smooth adoption of new software systems and tools.
- Enhanced customer satisfaction by delivering tailored software solutions according to client needs.
- Streamlined system integration processes for improved efficiency and reduced project completion time.
- Optimized existing software solutions through regular updates, bug fixes, and feature enhancements for better overall functionality.
- Provided post-sales technical support for clients experiencing issues or seeking guidance on product usage, ensuring satisfaction and fostering long-term relationships.
- Analyzed proposed technical solutions based on customer requirements.
- Configured and modified product systems to meet customer-specific needs.
- Wrote detailed technical documentation for company products.
- Presented technical presentations to clients to explain product features and benefits.
- Delivered technical presentations matching audience level of expertise to explain products and services to customers.
- Created product training plans centered on customer success and satisfaction.
- Helped team implement successful sales strategies for complex engineering projects.
PRODUCT SUPPORT SPECIALIST
Oracle Hospitality
05.2022 - 07.2024
- Tested databases for functionality and proper usage
- Investigated product issues to develop solutions for later releases
- Created technical documents, for end users, and companywide employees as a support tool
- Worked company teams to ensure company and customer goals were achieved
- Gathered data to Install, configure, and train multiple clients on the Oracle Hospitality F&B cloud product suite
- OHLM (Labor Management) Human Resources, Time and Attendance, and Payroll
- OHRA (Reporting and Analytics) BI API, Custom Reports, Enterprise Reporting Configuration
- Cloud Integration Configuration between multiple venders such as R365, YellowDog, Red Onion and more
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Increased knowledge base usage by creating detailed articles on common product issues and solutions.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
- Enhanced customer satisfaction by providing timely and accurate product support.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Mentored new Product Support Specialists, fostering a positive work environment that encouraged professional growth.
- Maintained up-to-date knowledge of industry trends and competitor offerings, enabling more effective client consultations when discussing product benefits.
- Provided remote support to global clients, adapting communication styles to suit various cultural preferences.
CUSTOMER SUPPORT SUPERVISOR
CDI Technologies
07.2020 - 05.2022
- Monitored and escalated customer software issues
- Improved helpdesk productivity by creating new support processes, providing tools, and employee training to increase team engagement
- Worked with other managers and supervisors to ensure team and company goals were achieved
- Provided strategic expertise and support, resolving customer escalations and improving customer satisfaction rates
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Analyzed customer feedback to identify areas for improvement.
- Assisted team members in resolving customer satisfaction issues.
- Developed strong rapport with product development teams, acting as an advocate for customers by relaying their feedback and concerns to drive continuous innovation and improvement.
- Increased cross-team collaboration by fostering open communication channels between support agents and product teams.
- Empowered and motivated employees via regular feedback to team members.
- Improved customer satisfaction by consistently providing timely and accurate support to clients.
- Championed a customer-centric culture, emphasizing the importance of empathy and understanding when interacting with clients, leading to increased customer satisfaction scores over time.
- Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
- Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
- Developed strong relationships with key customers, leading to improved retention rates and loyalty.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Sr. Implementation Consultant
ORACLE
08.2013 - 06.2020
- Analyzed needs to decide on proper installation for customers
- Managed up to 10 client implementations simultaneously
- Trained customers in the functionality of back-office products
- Ensured implementation success on new and existing projects
- Escalated product/service issues
- Functioned as a liaison across departments to resolve pr-existing implementation issues as necessary to meet customer's needs and to ensure success of implementation
- Provided excellent customer service to guarantee customer satisfaction
- Optimized implementation workflows, regularly reviewing and updating standard operating procedures to maintain efficiency.
- Collaborated with product development teams to enhance software features based on client feedback gathered during implementations.
- Attained a high level of client satisfaction, maintaining open lines of communication to address concerns promptly during the implementation process.
- Developed comprehensive training materials to ensure smooth knowledge transfer during new system implementations.
- Improved customer satisfaction with thorough post-implementation support and timely issue resolution.
- Boosted user adoption rates by tailoring training sessions to meet individual client needs and preferences.
- Continuously expanded technical skill set, staying current on industry trends and emerging technologies to provide clients with cutting-edge implementation solutions.
- Provided subject matter expertise in complex integration projects, ensuring seamless data transition between legacy systems and new platforms.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Offered input for complex documents to support client-ready final versions.
- Strengthened client relationships through consistent communication and transparent status updates throughout the project lifecycle.
- Ensured data integrity during migrations by employing rigorous testing protocols before finalizing system transitions.
- Established strong partnerships with third-party vendors to expedite system integrations smoothly while navigating potential obstacles.
- Safeguarded project success with diligent change management strategies tailored for each unique client environment.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
Education
High School -
Patapsco High School
MD03.2025
Skills
- Extensive Product Expertise
- Cloud Integration Solutions
- Client Relationship Management
- API Integration Experience
- Effective Communication
- Prioritization and Time Allocation
- Detail-Oriented Approach
- Documentation Development
- Customer Service Training
- Proficient in Data Analysis Tools
- Systematic Problem Solving
- Service-Focused Mindset
- Strategic Decision Making
- User acceptance testing
- Object-oriented programming
- Project documentation
- Technical documentation
- Database management
- Strategic thinking
- Customer engagement
- Requirements gathering
Work Preference
Work Location
RemoteImportant To Me
Work from home optionPersonal development programsCareer advancementWork-life balanceCompany CultureTimeline
SR. Solutions Engineer
PosUpgrades
07.2024 - 01.2025
PRODUCT SUPPORT SPECIALIST
Oracle Hospitality
05.2022 - 07.2024
CUSTOMER SUPPORT SUPERVISOR
CDI Technologies
07.2020 - 05.2022
Sr. Implementation Consultant
ORACLE
08.2013 - 06.2020
High School -
Patapsco High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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