Helen Nicolopoulos
Seattle,WA
Summary
Experienced professional with 10+ years in client implementation, project management and customer support
Overview
24
24
years of professional experience
Work History
Operations Manager
Prophia
Seattle
06.2023 - 02.2024
- Collaborated with AI Team to improve model accuracy by 12%
- Reorganized and improved internal Knowledge Base
- Conducted training webinars for customers.
- Facilitated smooth collaboration between departments through clear communication channels.
Implementation Manager
Prophia
Seattle
07.2022 - 06.2023
- Managed multiple, simultaneous Implementation Projects
- Collaborated with AI team to optimize data point collection
- Trained new employees.
- Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
Associate Project Manager
MCG HEALTH
Seattle
10.2021 - 07.2022
- Refined project plan to shortened length of projects by 20%
- Collaborated with external and internal C-Suite, Product Management, and IT stakeholders
- Developed new process for standardizing contacts via Salesforce.
- Monitored progress of projects through regular status updates, identifying potential issues and taking corrective actions when necessary.
Implementation Manager
VALANT
Seattle
04.2020 - 10.2021
- Provided customized onboarding for health care professionals
- Trained new users of Valant’s EMR as part of a customized onboarding process
- Managed 10-15 concurrent implementation projects.
- Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
Client Implementation Specialist
Concord Technologies
Seattle
01.2019 - 04.2020
- Designed and formalized Client Implementation process
- Used subject matter expertise to troubleshoot and provide client technical support
- Trained clients and configured software via webinars.
Subject Matter Expert (SME)
Amazon Web Services
Seattle
08.2016 - 01.2019
- Provided training and support to AWS Route 53 customers across multiple geographies
- Collaborated with Technical Writers, Software Engineers, Product Managers & Route 53 Legal Team
- Created AWS website customer-facing content.
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
Technical Customer Service Associate
Amazon Web Services
Seattle
12.2015 - 08.2016
- Provided technical and billing support to AWS customers
- Consistently met or exceeded all metrics
- Selected as new hire Mentor.
- Responded to customer calls and emails to answer questions about products and services.
Service Delivery Coordinator
Century Link
Seattle
05.2000 - 08.2014
- Managed accounts for Fortune 500 companies, government agencies and municipalities
- Resolved complex technical issues for customers
- Continuously developed technical knowledge to stay current with rapidly changing telecommunications market.
Education
History
UNIVERSITY OF LAS VEGAS NEVADA
Skills
- Outstanding communication (written and verbal)
- Procedure development and refinement
- Expert in enterprise SaaS customer support and training
- Complex problems analysis
- Project Planning
- Software Implementation
- User Support
- Project Leadership
- Project Coordination
- Self-Directed
- Excellent Communication
- Microsoft Office
Additional Information
Experienced in using Smartsheet
Experienced in using CRM
Timeline
Operations Manager
Prophia
06.2023 - 02.2024
Implementation Manager
Prophia
07.2022 - 06.2023
Associate Project Manager
MCG HEALTH
10.2021 - 07.2022
Implementation Manager
VALANT
04.2020 - 10.2021
Client Implementation Specialist
Concord Technologies
01.2019 - 04.2020
Subject Matter Expert (SME)
Amazon Web Services
08.2016 - 01.2019
Technical Customer Service Associate
Amazon Web Services
12.2015 - 08.2016
Service Delivery Coordinator
Century Link
05.2000 - 08.2014
History
UNIVERSITY OF LAS VEGAS NEVADA