Summary
Overview
Work History
Education
Skills
Timeline
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HEATHER WELCHMAN

McHenry,IL

Summary

Accomplished Implementation Project Manager with a proven track record at ArrowStream, adept in project management and communication. Expertise in leading cross-functional teams to exceed project delivery expectations, with a strong focus on customer service and data management. Demonstrated ability to enhance workflow efficiency and implement strategic solutions, achieving significant improvements in client satisfaction and operational performance.

Overview

14
14
years of professional experience

Work History

Implementation Project Manager

ArrowStream
01.2022 - Current
  • Managed overall progress of the implementation process to ensure timely completion.
  • Conducted regular meetings with stakeholders to discuss project updates, resolve conflicts and address any questions or concerns.
  • Maintains communications and project deadlines for onboarding and training.
  • Serve as the initial point of contact during implementation
  • Manages data collection from clients and data entry into the system.
  • Coordinated resources across multiple departments to ensure smooth delivery of projects on time.
  • Prepared detailed reports outlining project progress, risks, issues and recommendations

Service Department Manager

Gym Source
Remote
01.2023 - 08.2024
  • Implemented strategies to improve efficiency of workflow processes within the department.
  • Collaborated with other departments such as Sales, Marketing and Finance for better coordination of activities.
  • Developed and implemented strategies to improve customer service experience.
  • Monitored performance of staff members and provided feedback for improvement.
  • Established policies, procedures, objectives and performance standards for the Service Department.
  • Resolved conflicts between customers or employees by providing timely solutions in a professional manner.
  • Managed and dispatched third-party vendor network of technicians.

Database Administrator

TVH Parts Co
01.2017 - 01.2022
  • New account set up.
  • CRM Maintenance.
  • E-commerce support via phone and chat
  • Creation of sales reports for VP/Director.
  • Configured user accounts, privileges, roles, profiles. in the database server.
  • Configured custom fields and developed workflows to ensure accuracy of data capture.

Dispatch /CSR

Claimsforce
01.2015 - 01.2017
  • Account management/ complaints/ inquiries
  • Packaging files / combining documents

Account Coordinator

Broadspire
01.2011 - 01.2015
  • Account/Client Management
  • New Account Set up / Implementations
  • Client relations, complaints, inquiries.
  • Training and Coaching customer service agents.
  • Managed client relationships by providing timely responses to inquiries.

Education

College of Lake County
01.2009

Skills

  • Data Management
  • Communication
  • Microsoft Suite
  • Salesforce
  • Ecommerce
  • SaaS
  • Leadership
  • Project Implementation
  • Scope Definition
  • Issue Resolution
  • Scheduling expertise
  • Project Planning
  • Software Implementation
  • Progress communication
  • Requirements Gathering
  • Project Management
  • Performance monitoring
  • Multitasking Abilities
  • Project tracking
  • Customer service
  • Staff Training
  • Client Relations
  • Self Motivation
  • Coaching and Mentoring

Timeline

Service Department Manager

Gym Source
01.2023 - 08.2024

Implementation Project Manager

ArrowStream
01.2022 - Current

Database Administrator

TVH Parts Co
01.2017 - 01.2022

Dispatch /CSR

Claimsforce
01.2015 - 01.2017

Account Coordinator

Broadspire
01.2011 - 01.2015

College of Lake County

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HEATHER WELCHMAN