Summary
Overview
Work History
Education
Skills
Skillsprofile
Timeline
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Laura Osegueda-Garcia

Configuration Specialist
Leander,Texas

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

Configuration Specialist

GovOS
7 2022 - Current
  • Configured and implemented software solutions for clients, ensuring that solutions met client requirements and deadlines, resulting in high client satisfaction ratings
  • Managed data implementation and served as primary point of contact for vacation rental compliance and tax collection clients during implementation process
  • Managed data implementation and served as primary point of contact for business registration and occupational tax collection during implementation process
  • Implemented multiple projects types with combined contract value over $300k at any given time.
  • Ensured smooth deployment of new applications by creating and managing comprehensive configuration plans
  • Collaborated with cross-functional teams to ensure proper implementation of configuration changes

Implementation Specialist

Builder Homesite
03.2019 - 07.2022
  • Assist Clients via phone and via email
  • Walkthrough product features
  • Provide monthly check in with clients and go over usage metrics
  • Review areas of opportunity to help use product efficiently
  • Pull reporting on how much revenue is being brought in by manufacturer partners
  • Send and track enhancement request tickets for product development
  • Meet with client and explain asset gathering process and timeline
  • Communicate with client on types of assets needed for project
  • Review assets like CAD, PDFs, Excel Spreadsheet
  • Direct communication with client on adjusting data to meet scope of project
  • Direct communication with media and graphics department on status of project
  • Work directly with 2 members of QA Team in India to pull information from system and audit assets
  • Provide feedback to QA Team in India on any assignments sent through JIRA
  • Meet with QA Team Weekly to give feedback on workflow
  • Connect Visualizer from backend system
  • Delegate work to QA Team in India to complete full review of live product before delivering to client
  • Provide full list of feedback to media and graphics team for updates
  • Deliver live product to client based on timeline given
  • Activate visualizer across client’s entire inventory in system
  • Trained 3 interns, one which recently was brought on board full time
  • Trained new account manager working remotely during pandemic
  • Helped launch over 20 individual projects with 1000+ materials that generated over $200k in revenue for 2021.
  • Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope
  • Coordinated resources efficiently across projects, balancing workload and maximizing productivity among team members

Inbound Client Support Specialist

Web.com
10.2017 - 03.2019
  • Assist clients over phone and via email
  • Walkthrough product features and aid onboarding clients with training on product
  • Go through account settings and submit cases to configuration team to make changes – Update message schedule, implement certain triggers to send messages under certain criteria, turn certain features on and off
  • Follow up with client when all account updates have been completed
  • Take escalated calls
  • Work with real estate agents to set up account
  • Assist in completing MLS paperwork
  • Walkthrough product and back end features
  • Grade accounts and websites that have been created
  • Launch accounts within 24 hours of being created
  • Create reporting based on types of client interactions
  • Consistently exceeding Quality metric at 95% or above
  • Consistently exceeding Adherence metric at 95% or above.

Customer Experience Manager

Michaels Arts and Crafts
01.2017 - 09.2017
  • Coach team of 9 cashiers to meet company goals: Sales, Email Captures, Surveys
  • Schedule and coordinate in-store events
  • Speak with instructors on availability
  • Create calendar of store events
  • Meet with cashiers on a weekly basis to review performance
  • Evaluate cashiers on interaction with customers.

Floor Manager

BuildASign.com
06.2014 - 12.2016
  • Develop and manage a team with 14 team members
  • Provide feedback and coaching
  • Take customer escalations
  • First point of contact for questions regarding training, processes, and troubleshooting
  • Report on team metrics: daily call numbers, survey scores, call evaluations, schedule adherence
  • Helped with new phone system implementation
  • Opened cases with phone provider
  • First line of contact with questions regarding interruptions with the phone system.

Education

Some College (No Degree) -

The University of Texas At Austin
Austin, Texas

Skills

Customer Support

Application support

Software configuration

Time Management

Excellent Communication

Decision-Making

Adaptability and Flexibility

Team Collaboration

Skillsprofile

Spanish, Scheduling, Event planning, Microsoft Office, Basecamp 2/3, Operating Systems, SalesForce, Microsoft Dynamics, JIRA, Confluence, TablePlus, Asana, TaskRay, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Windows 8, Windows 10, Macintosh OSX

Timeline

Implementation Specialist

Builder Homesite
03.2019 - 07.2022

Inbound Client Support Specialist

Web.com
10.2017 - 03.2019

Customer Experience Manager

Michaels Arts and Crafts
01.2017 - 09.2017

Floor Manager

BuildASign.com
06.2014 - 12.2016

Configuration Specialist

GovOS
7 2022 - Current

Some College (No Degree) -

The University of Texas At Austin

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Laura Osegueda-GarciaConfiguration Specialist