Frances DeFazio

• Drafted integration plans to ease assimilation of products into customers' business infrastructure.
• Recommended specific GRC products to customers based on unique technical requirements of each.
• Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
• Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
• Performed detailed research of customer business structures to accurately tailor GRC solutions to unique needs of each.
• Defined and described logistics of proposed projects to customers.
• Designed post-sale training curricula to educate customers on use and maintenance of GRC products.
• Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
• Recommended new products and services to customers.

• Managed up to 35 projects across multiple time zones and continents at one time.
• Configured and updated GRC systems on both the US and EU servers.
• Assisted with onboarding and training for new team members.
• Assessed project scope to confirm details and understand customer expectations in advance.
• Assisted account executives with strengthening client relationships through targeted solutions.
• Created user accounts and assigned permissions for GRC solutions.
• Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
• Offered assistance in implementing GRC programs.

Offered input for complex documents to support client-ready final versions.

• 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
• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
• Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
• Collaborated with upper management to drive strategy and implement new processes.