Ellen Clark
Implementation Project Manager
Omaha,NE
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
24
24
years of professional experience
1
1
Certification
5
5
years of post-secondary education
Work History
Conversion Specialist
IGT Solutions Inc.
09.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Prepared customers for migration files, such as, Lockbox, ACH, and Positive Pay.
- Supported various file transfer methods for accessing files. SFTP, FTP, RSA Secure Token, and HTTPs.
- Collaborated with project team members and conducted live testing in production environment.
- Developed professional working relationships with other employees by using effective communication and active listening skills.
- Coordinated troubleshooting support with IT
- Played active role with team leaders by offering suggestions and ideas on how to make internal process flow more smoothly.
Fluid Artist
Artistic Innovations by Ellen
03.2020 - Current
- Started fluid art business, acrylic paint and resin.
- High-level experience with countertops, chess sets, domino sets, coasters, tabletops, wind chimes, and sealed paintings of all types of mediums.
- Negotiated pricing, offered shipping services, record keeping, accounting, tax filing, marketing, and budgets.
- Provide excellent customer service.
- 100% satisfaction guaranteed on all custom projects.
- Contributed to creative process through original ideas and inspiration.
- Consulted with clients to discuss commission ideas and style preferences to create mutually agreeable project parameters.
- Implemented artistic vision to give art purpose and meaning.
- Made use of materials, such as ink, resin, computer software, and acrylic paints to complete unique piece for customers.
- Experimented with variety of styles and techniques to produce unique works of art
- Managed creative process from concept to completion for various art projects
- Selected and purchased materials for art projects
- Utilized digital techniques to create and enhance artwork
Manager, 8 Digit BIN Migration Team
CSI Technologies
02.2022 - 01.2023
- Migrated 500 credit unions from 6-digit bin to 8-digit bin.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Controlled costs to keep business operating within budget and increase profits.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Implementation Specialist II
Taylor Technology Services Inc
05.2021 - 11.2021
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
- Documented specialized data and requirements to address business demands.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Configured and tested new software.
Remote Implementation Engineer
Toast Inc
01.2020 - 03.2020
- Managed projects for small restaurant owners across US implementing restaurant software.
- Assisted clients with programming restaurant layouts on equipment for dining room seating.
- Assisted clients with creating menus.
- Presented project information and status updates to customers and fielded concerns.
- Managed multiple projects simultaneously.
- Trained restaurant managers on software and hardware.
- Resolved technical issues.
- Improved operations with every client by providing support with everything.
- Provided ongoing client support.
- Performed various tests on processes and prepared documents.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Sr Implementation Manager/Project Manager PMO
First Data Corporation Aka Fiserv
09.1999 - 02.2019
- Worked in multiple roles; account management, implementations, senior business analyst, and product manager.
- Subject matter expert(SME) on prepaid platform called CMS.
- Worked large revenue-generating projects directly with issuing banks and various 3rd party vendors.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Ability to translate customer requirements into technical specs.
- Cultivated relationships with sales team to support and supply corrective actions.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Aided senior leadership in authoring data capturing reports to identify issues and determine solutions.
- Documented specialized data and requirements to address business demands.
- Created process flow charts that outlined every transaction, report, and process being customized for them.
- Assisted account executives with strengthening client relationships through targeted solutions.
- Created user accounts and assigned permissions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Created Standard Operating Procedure documents for customer service, implementations, and account management.
- Reduced time to revenue by 40% for every client who came through implementations.
- Strong analytical and problem solving skills.
- Developed project plans identifying key issues, approaches and performance metrics
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination
- Created implementation methodologies to control project costs and meet deadlines
- Coordinated internal audits and led remediation efforts for identified deficiencies
- Supported business continuity and disaster recovery
- Resolved implementation and operation issues with product manufacturers
Education
High School Diploma -
Ridgeway High School
Memphis, TN 08.1988 - 07.1992
No Degree - Business Administration
Pellissippi State Community College
Knoxville, TN 08.1993 - 05.1994
No Degree - Business Administration
University of Memphis
Memphis, TN 06.1994 - 08.1994
Skills
- Research
- Cultural Awareness
- Organization and Time Management
- Google Drive
- Quality Assurance
- Project Planning
- Recordkeeping
- Decision-Making
- Data Entry
- Analytical and Critical Thinking
- Teamwork and Collaboration
- Dependable and Responsible
- Good Telephone Etiquette
- Written Communication
- Mac OS X Proficient
- Shipping and Packaging
- Facebook Applications
- Marketing and Advertising
- Excellent Team Player
- Vendor Relationships
- HTML and XHTML Familiarity
- Proficiency in Adobe Acrobat
- Client Relationships
- Project Budgeting
- Microsoft Office Suite
- Project Planning and Reporting
- Manage Programs
- Public Speaking
- Microsoft Visio
- Strong Analytical Skills
- Commission Requests
- Performance Tracking and Evaluations
- Collaborate Cross-Functionally
- Managing Operations and Efficiency
- Managing Employee Relations
- Managing Multiple Tasks
- Timelines and Milestones
- Verbal and Written Communication
- Reconciling Cash Drawers
- Staff Management
- Customer Relationship Management
- Employee Training
- Key Performance Indicators (KPI)
- Sales and Marketing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison
Timeline
Conversion Specialist
IGT Solutions Inc.
09.2023 - Current
Manager, 8 Digit BIN Migration Team
CSI Technologies
02.2022 - 01.2023
Implementation Specialist II
Taylor Technology Services Inc
05.2021 - 11.2021
Fluid Artist
Artistic Innovations by Ellen
03.2020 - Current
Remote Implementation Engineer
Toast Inc
01.2020 - 03.2020
Sr Implementation Manager/Project Manager PMO
First Data Corporation Aka Fiserv
09.1999 - 02.2019
No Degree - Business Administration
University of Memphis
06.1994 - 08.1994
No Degree - Business Administration
Pellissippi State Community College
08.1993 - 05.1994
High School Diploma -
Ridgeway High School
08.1988 - 07.1992
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