LANGSON CHALI

Serve as a single point of contact for clients by managing the complete software implementation life cycle, including installation, business process analysis, configuration, training, and overall client management.

● Work with client-side IT personnel to ensure correct network protocols before software and hardware implementation.
● Communicate with internal field service engineers to facilitate complex installations at customer labs.
● Responsible for post-sales user experience, including post-sale software product training, troubleshooting, and ensuring customer success throughout the customer's lifetime.
● Help develop processes and provide input on marketing and sales activities to help drive customer adoption.
● Assists with educational seminars, workshops, and trade shows.
● Lead consultations and demonstrate technical expertise of the product portfolio.
● Develop the technical requirements to qualify leads and assists the sales team with quoting correct configurations based on the client's laboratory setup and workflow requirements.
● Document processes and recommendations.
● Provide technical direction and assistance to clients regarding their software requirements with Eppendorf products.

Undertook short-term or long-term projects to address a variety of issues and needs. Met with management or appropriate staff to understand their requirements. Using interviews, surveys, etc., to collect necessary data.

● Consulted with clients to define solutions that meet their business requirements.
● Maintaining an ongoing relationship with assigned Project Managers and Implementation Consultants, providing necessary support and communication.
● Implemented business processes and system configuration required to meet client requirements.
● Supported clients through the design of the CSB-System ERP.
● Provided software and hardware implementation and consultancy on the company’s proprietary ERP system for domestic and international clients.
● Developed Implementation plans for large scales of business application installations.
● Planned, designed, configured, and implemented CSB-System ERP solutions.
● Provided training on using CSB-System Software
● Assisted with compiling business cases relating to the implementation of CSB-System ERP solutions.
● Documented processes and recommendations.
● Provided technical direction and assistance to clients regarding their software requirements.
● Supported the other departments such as sales, administration, and other companies in the CSB Group of Companies

I provided consulting services related to software applications such as business process review, planning sessions, setup, testing, readiness assessment, data import/conversion, custom report needs, and documentation.

● Led onsite and remote sessions with customers to configure, train, and test the software and associated processes.
● Ensured solutions met specifications and the customers' specific operational workflows. Assisted in addressing any gaps between software solutions and the customers' business/regulatory needs.
● Developed plans to meet customers' business needs.
● Supported IDology Sales Team with training and other implementation-related needs.
● Developed and maintained a high level of knowledge of divisional software products.
● Effectively applied broad, in-depth, and up-to-date understanding of proper project management,
technical, business, and professional issues.
● Consistently and effectively led to diverse projects and project teams. Consistently led project teams in a supportive role, providing guidance, direction, and feedback.

Assisted clients with their plan design on product fundamentals and interpretation of plan features. Proficiently managed technical projects for a portfolio of clients in high banking through implementing software such as SQL, XML Coding, and SharePoint.

● Set-up and configure mobile environments for mobile app deployment verification and live
● Designed and effectively led implementation strategy based on institutional structure.
● Identified and executed manual tests for the mobile applications on specific mobile devices
● Supported basic testing and troubleshooting of the prosperous internet client ported onto multi-device
● Worked with QA, BSAs, and Dev on mobile application root cause analysis, research, and debugging
● Installed and run SDKs (Software Development Kits) for iPhone and Android
● Completed production cases for new CBA mobile app client requests via ServiceNow

Positively influenced the installation and activation of several communications computer systems-complete standard installation and testing inspection routine on all systems to ensure peak operation. Highly effective team member; Quality Assurance evaluations of 200+ items inspected-90% pass rate reached.

● I analyzed, interpreted, and communicated qualitative and quantitative findings from tests.
● I analyzed/audited service incident data, emails, voice clips, and customer surveys to identify service delivery areas that did not meet pre-established performance standards within the call center.
● Held and facilitated test plan/case reviews with cross-functional team members.
● Designed, prioritized, and implemented test plans, scenarios, scripts, or procedures.
● Monitored bugs resolution efforts and tracked results and known defects.
● Executed and evaluated manual or automated test cases and reported test results.
● Developed problem-solving and critical thinking skills by diagnosing various issues.
● Designed and conducted targeted group coaching sessions for analysts that address Service
Quality deficiencies and improvement opportunities.

Worked with all Verizon work centers to identify areas needing improvement-improved efficiency by 30%. Established relationships and responsibilities within a team of 12 staff.

● Used troubleshooting and people skills to provide top-tier customer support while responding to
trouble tickets via email.
● Participated in process reviews to inform the development of products and resolution of defects.
● Investigated, analyzed, and rendered final determinations on complex service-related disputes
involving customers.
● Developed strong and trusted relationships with customers through timely and accurate
communications.
● Resolved customer issues in an accurate and timely manner.
● Proactively offered ideas and insights to improve the customer’s problems and challenges.
● Followed up on every case to ensure complete satisfaction and maximum utilization of the
products or services sold to customers.
● Examined causes of customer disputes and initiated corrective action to improve customer relations.