Patricia Mearns
Denver,CO
Summary
Versatile client implementation specialist with a proven track record of delivering outstanding customer service across diverse industries. Self-motivated individual with boundless energy and effective communication abilities. Dependable and amiable professional capable of thriving independently and contributing effectively within team settings.
Overview
6
6
years of professional experience
Work History
Enterprise Implementation Manager
PROCARE SOLUTIONS
01.2023 - Current
- Responsible for the planning and executing of our software to new and existing Enterprise customers
- Coordinate Enterprise Implementations, delegating/scheduling work to other team members as necessary
- Working with EAMs to provide excellent customer care
- Included in kick-off and monthly meetings
- Consistently receives positive verbal and written customer reviews
- Manage high level customer implementations from closed won to customer support hand-off
- Work an average of 80 cases belonging to Enterprise and SMB customers
- Responsible for 20 high revenue producing Enterprise customers.
Team Lead, Desktop Implementation Specialist
PROCARE SOLUTIONS
01.2022 - 10.2023
- Provided day-to-day assistance to the Supervisor and team of Implementation Specialists supporting new customers through onboarding, system configuration and training
- Assisted in managing the daily workload of a small team of implementation specialists handling customer escalation issues
- Troubleshoot and resolved complex implementation issues for team and help to develop plans, goals, and objectives
- Maintained project plans and ensure compliance to timeframe and collaborate with stakeholders for all desktop implementation processes
- Worked continually towards self-development to remain current on customer service, sales and leadership procedures & practice.
Payments Specialist (Consultant)
PROCARE SOLUTIONS
10.2022 - 01.2023
- Demonstrate an ability to learn new products and updates to existing products
- Assist customers via phone, email, Zoom and remote access to enable payment processing
- Consulting on best practices for determining tuition and demonstrating payment options
- Transition customer to Tuition Express Support Team after completed implementation.
Client Implementation Specialist
PROCARE SOLUTIONS
04.2020 - 01.2022
- Supported new customers through onboarding, system configuration and training
- Review external client’s product demands, develop project plans, and ensure implementations are completed on time and meet client expectations
- Post-sale primary point of contact for customers
- Work with cross-functional teams to score customer health and identify at-risk customers
- Schedule implementation calls with each customer and track status of active implementations through completion
- Provide customer feedback to Product Team including product usability and support issues.
Customer Care Team Rep
GANLEY BEDFORD IMPORTS
08.2018 - 10.2019
- Worked in the Service BDC as a representative for 3 busy dealerships providing customer support from appointment scheduling to follow-up surveys to identify and resolve customer issues
- Worked with service managers and salespeople to create customer satisfaction and retention
- Went above and beyond the call of duty to help customers and exhibited discretion when dealing with VIP customers
- Consistently received monthly performance bonuses.
Education
Skills
- Microsoft Office
- PhoneBurner
- Canva
- Photoshop
- Adobe
- Vin Solutions
- X-Time
- CDK
- Salesloft
- Salesforce
- Jira
- Aha
Qualifications Summary
Adaptable client implementation professional with a history of achievement in providing exceptional customer service in a variety of industries. Independent worker with high energy and great communication skills. Reliable and friendly professional able to work with little oversight and collaborate in team environments.
Timeline
Enterprise Implementation Manager
PROCARE SOLUTIONS
01.2023 - Current
Payments Specialist (Consultant)
PROCARE SOLUTIONS
10.2022 - 01.2023
Team Lead, Desktop Implementation Specialist
PROCARE SOLUTIONS
01.2022 - 10.2023
Client Implementation Specialist
PROCARE SOLUTIONS
04.2020 - 01.2022
Customer Care Team Rep
GANLEY BEDFORD IMPORTS
08.2018 - 10.2019
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