Inger Pritchett
Atlanta,Georgia
Summary
Leadership:
Managed multiple organizations simultaneously while improving customer loyalty, team structure, and overall team morale.
Planned, coordinated, and consolidated support functions to consistently meet service levels and increase productivity.
Motivated and coached employees to enhance performance and achieve organizational goals.
Earned numerous Spot Awards recognizing outstanding performance, contributions, and dedication to corporate objectives.
Skills:
With 17+ years of customer service experience, including helpdesk support, project facilitation, and implementation, I have developed strong:
Interpersonal and communication skills
Organizational and analytical abilities
Leadership and team‑building capabilities
Organizational & Project Management:
Analyzed job tasks, established measurable objectives, tracked performance, and ensured successful completion of assignments.
Proactively organized and managed service‑level deliverables for mission‑critical customers, serving as the primary point of contact.
Led project management efforts for initiatives such as contract tracking, service‑level agreement monitoring, and defined problem‑management processes.
Communications:
Facilitate team and department meetings with internal associates. Communicate pertinent
problem management reports to both customers and senior management. Conduct ongoing performance appraisals. Deliver presentations to new employees on departmental roles and functions.
Overview
13
13
years of professional experience
Work History
Project Facilitation/Implementation Consultant
Dayforce (Ceridian)
Sandy Springs, Georgia
07.2023 - 02.2026
- Oversee a New Legal Entity, New Pay Group, Org-Update, Acquisition, or Frequency Change project.
- Created Corporate Services project workbook
- Ensured that all roles are staffed and working with the customer and team to mitigate if some roles cannot be staffed due to backlog
- Initial communication with the customer and creating the project Kick-Off deck
- Facilitating the discovery call and creation of the Service Requirement Specifications (SRS) with input from all roles
- Holding customer and internal teams accountable to meet the project deliverables, including the project hours budget and meeting milestone dates.
- Sending the appropriate milestone emails to the customer
- Monitor project milestones through the go-live date
- Configure Dayforce to meet customers’ business requirements
- Support multiple client projects simultaneously while maintaining attention to detail and meeting deadlines.
- Contribute to project plans and ensure the project is on time, meets and/or exceeds client expectations, and follows internal processes.
- Work in conjunction with resources within and outside of the team to complete an implementation.
- Document configuration requirements, technical issues, resolutions, and outcomes in a clear and organized manner.
- Work effectively with internal teams, including implementation consultants, developers, and product support.
- Work independently to resolve project issues and escalate when appropriate.
- Conduct preliminary client interviews to review changes, needs, and processes required for successful implementation
- Troubleshoot and resolve technical issues, identifying root causes and recommending effective solutions.
- Prepare customers for implementation completion, review product processes, assist with pre-input reports, imports, and provide training for the first live payroll.
- Review the Service checklist to ensure the client understands how to enter payroll items not covered during live inputs.
- Test and document custom solutions for customers.
- Ensure adherence to implementation standards, timelines, and quality metrics.
- Ensure implementation quality by reviewing backend testing, verifying ID/password info, and confirming billing and remittance setups.
- Ensure a smooth transition to the service team
- Utilize SQL to extract, transform, and validate data within the implementation process.
Application Support Team Lead
Ceridian
Sandy Springs, Georgia
10.2015 - 07.2023
- Works effectively with the Transition Specialist for a successful customer transition.
- Provide mentoring and guidance for employees as well as promote teamwork when providing solutions to clients of a non-routine nature.
- Ensures a clean transition of issue ownership between Enterprise and MAU resources
- Manage project workflow and coordinate project resources (both Dayforce and client resources, as well as vendors where applicable), to ensure successful project completion.
- A technical resource to others in the Professional Services group
- Mentor team through completing tickets assigned and are the first point of contact/response for escalations.
- Work in partnership with peers and CSM’s to ensure that emerging priorities across that book of customers are coordinated and prioritized accordingly for effective resolution.
- Collaborate with managers to ensure any performance gaps related to achieving the required metrics and success criteria associated with their community of clients are met.
- Effectively utilizes available data sources and performance tools (ex. CSR Dashboard, Inventory Management Tool, Production Reports) to assess progress, impact of delays, and determine areas for daily or continued focus for their team
- Responsible for intra-day decision making within the team to ensure the right balance of tickets and priorities are in motion, team output is at target, and emergent priorities are appropriately addressed.
Application Support IV
Ceridian
Sandy Springs, Georgia
04.2013 - 10.2015
- Identify and isolate the root cause of our customers’ payroll system issues in a constantly changing payroll technical environment. This is achieved through probing and troubleshooting, as well as educating our customers on Ceridian products and services.
- Reduce critical situations and complete action plans
- Thoroughly documents the actions taken to diagnose and resolve customer issues in our case management system. Engage assistance from other support groups as needed.
- Gather user requirements, prepare a detailed contract that outlines the scope, and review with the customer for design approval.
- Reduce critical situations and complete action plans
- Thoroughly documents the actions taken to diagnose and resolve customer issues in our case management system. Engage assistance from other support groups as needed.
- Lead on projects where analysis of situations or data requires a review of requirements and identifiable factors.
- Interpret project requirements to determine the best solutions with limited assistance using the appropriate tools.
- Perform SQL coding or XML coding.
- Work with customers and/or vendors to ensure thorough system testing, provide resolution to issues, and ensure quality configurations/solutions.
- Manage project workflow and coordinate project resources (both Ceridian and client resources, as well as vendors where applicable), to ensure a successful project completion.
- Act as a technical resource to others in the Professional Services group
- Maintain accurate and timely updates within the project tracking, time tracking, and client billing system.
Education
Associate of Science - Computer Operations
DeKalb Technical Institute
Clarkston, GeorgiaSkills
- Configuration management
- Business analysis
- Customer support
- Project management
- Implementation and configuration
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Organizational skills
- Adaptability and flexibility
Timeline
Project Facilitation/Implementation Consultant
Dayforce (Ceridian)
07.2023 - 02.2026
Application Support Team Lead
Ceridian
10.2015 - 07.2023
Application Support IV
Ceridian
04.2013 - 10.2015
Associate of Science - Computer Operations
DeKalb Technical Institute