Jeana Ellis
Customer Success Manager
Raleigh,NC
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Success/Project Manager position. Ready to help team achieve company goals. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
6
6
years of post-secondary education
6
6
Certificates
Work History
Training and Implementation Specialist
Therap Services, LLC
6 2023 - 6 2024
- Developed strong relationships with over 100 clients, fostering trust and confidence in implementation process.
- Presented at national conference, symposiums and webinars on different modules and utilization of software
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Enhanced customer satisfaction with timely resolution of issues during project implementations.
- Served as subject matter expert for both internal teams and clients during implementation process, providing guidance and clarification when needed.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Collaborated closely with sales teams to ensure smooth hand-off of new projects from pre-sales to implementation stages.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Provided ongoing support to clients post-implementation, addressing any concerns or issues promptly and professionally.
- Optimized software configurations for individual clients, tailoring solutions to meet unique business needs.
- Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
- Researched and identified solutions to technical problems.
- Coordinated resources efficiently across projects, balancing workload and maximizing productivity among team members
Client Services Manager
TLC
07.2012 - 06.2023
- Provided timely resolution of client issues or concerns, maintaining high level of customer satisfaction
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained over 500 HIPPA compliant client files with records of client interactions, client notes, and other information.
- Developed new employees and on-going performance assessment of current employees.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding company's reputation.
- Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
Education Diagnostician
Raleigh Children's Developmental Services Agency
01.2007 - 08.2012
- =Conducted comprehensive assessments to identify developmental strengths and needs of children
- Administered standardized tests and interpreted results to determine eligibility for Early Intervention Services
- Collaborated with parents, and other professionals to develop individualized family service plan (IFSPs) for child's with developmental needs
- Provided ongoing communication and consultation to service providers/therapists strategies for improvement in developmental skills
- Implemented evidence-based interventions to address developmental, behavioral, and social-emotional challenges
- Participated in multidisciplinary team meetings to discuss developmental assessments, progress and recommendations for services
- Maintained accurate documentation of assessment results, progress reports, FSP goals/objectives, and communication logs
- Ensured compliance with federal regulations (e.g., Individuals with Disabilities Education Act - IDEA) when developing IFSPs and providing services
- Promoted transition process for children moving from Early Intervention to Preschool Services
- Facilitated parent conferences/meetings to review evaluation findings/assessment results
- Collaborated with community agencies/resources/providers involved in serving child and family
- Coordinated with outside agencies/providers to assure child and family receive necessary therapies or services
Child Developmental Specialist
Tammy Lynn Center for Developmental Disabilities
02.2002 - 01.2007
- Coordinated and managed early intervention services for caseload of 30-50 children, ensuring timely delivery of appropriate interventions
Early Intervention Service Coordinator
Kendall Center of Guilford County
01.2001 - 02.2002
- Provided developmental therapy for over 40 children with developmental disabilities
Research Assistant
University of North Carolina at Greensboro
05.2000 - 12.2000
- Conducted extensive literature reviews to support research projects and identify relevant sources
Graduate Assistant
University of North Carolina at Greensboro
08.1998 - 05.2000
- Assisted with writing grant proposals and classroom preparation
Education
Master of Education in Early Childhood Special Education -
University of North Carolina At Greensboro
Greensboro, North Carolina 08.1998 - 05.2000
Bachelor of Arts in Communication Disorders -
Valparaiso University
Valparaiso, Indiana 08.1989 - 05.1993
Skills
Telephone and email etiquette
Highly proficient in Google Suite and Microsoft 365
Software Implementation
Client management
Customer Service
Issue Resolution
Client training
Requirements Gathering
Teamwork and Collaboration
Problem-Solving
Active Listening
Certification
Foundations of Project Management Google/Coursera
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Agile Project Management Google/Coursera
08-2023
Project Execution Google/Coursera
07-2023
Project Planning Google/Coursera
06-2023
Project Initiation Google/Coursera
02-2023
Foundations of Project Management Google/Coursera
01-2023
Triple P Certification, Positive Parenting Program
08-2013
Client Services Manager
TLC
07.2012 - 06.2023
Education Diagnostician
Raleigh Children's Developmental Services Agency
01.2007 - 08.2012
Child Developmental Specialist
Tammy Lynn Center for Developmental Disabilities
02.2002 - 01.2007
Early Intervention Service Coordinator
Kendall Center of Guilford County
01.2001 - 02.2002
Research Assistant
University of North Carolina at Greensboro
05.2000 - 12.2000
Master of Education in Early Childhood Special Education -
University of North Carolina At Greensboro
08.1998 - 05.2000
Graduate Assistant
University of North Carolina at Greensboro
08.1998 - 05.2000
Bachelor of Arts in Communication Disorders -
Valparaiso University
08.1989 - 05.1993
Training and Implementation Specialist
Therap Services, LLC
6 2023 - 6 2024
Leadership
- Wake Triple P Coalition Member 2016-2023
- Wake Local Interagency Coordinating Member 2016-present
- Council Chair 2016-2018
- Council Co-Chair 2015-2016
- Tammy Lynn Center for Developmental Disabilities-Management/Leadership Team 2012-2023
- Participated in National Therap Conference 2024
Leadership
- Wake Triple P Coalition Member 2016-2023
- Wake Local Interagency Coordinating Member 2016-present
- Council Chair 2016-2018
- Council Co-Chair 2015-2016
- Tammy Lynn Center for Developmental Disabilities-Management/Leadership Team 2012-2023
- Participated in National Therap Conference 2024