KNYKILL WHITAKER

• Oversee new hire training and training material for proper use of systems and products.
• Provide valuable operational support to customers, streamlining purchase orders and ensuring a seamless client experience.
• Manage customer accounts to secure customer satisfaction and repeat business.
• Collaborate with management to determine sales areas that could be improved.
• Monitor trends in social media, industry and competitive landscape to create new marketing materials.

Key Achievement: Leverage client database to manage leads and execute targeted email campaigns, leading to an average of 102-254 new clients monthly.

• Provided guidance to team on upholding business standards through coaching strategies such as service quality and customer engagement techniques.
• Coordinated with manager in different operational issues and promotional activities to increase clinic visibility.
• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Monitored employee productivity and optimized procedures to reduce costs.
• Assisted in recruiting and hiring of team members.

Key Achievement: Acknowledged as a customer-centric leader in increasing sales and service enhancements, contributing to 25% increase in weekly customer engagement and satisfaction.

• Supported leadership team with reporting, analysis and business presentations to communicate project status.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Worked cross-functionally with stakeholders and IT teams to define project criteria.
• Created and managed a knowledge base, ensuring the accuracy of documentation related to SAP Success Factors project.
• Utilized an internal ticketing system to track, manage and prioritize customer requests to ensure timely resolution of technical issues.

Key Achievement: Secured a 90% coverage of requirements in the traceability matrix, ensuring Success Factors HRIS project met business objectives and enhanced customer satisfaction through effective management.

• Employed web analytics tools to observe and assess web performance, guiding decision-making processes for continuous improvements.
• Served as a liaison between technology team and business stakeholders, to implement new features and enhancements to IT applications.
• Analyzed existing IT systems and recommended enhancements to solve business needs.
• Oversaw training facilitation, technical documentation and evaluation to meet user training initiatives.
• Assessed business requirements to forecast budgetary costs for monthly deployments.

Key Achievement: Coordinated project management activities including sprint planning, technical issues and user training resulting in a 10% reduction in development cycle times and increased project efficiency.