Russell Hucks
Matthews, North Carolina,North Carolina
Summary
I am a creative leader with a passion for making a difference for my clients and teammates through focused problem solving and a positive attitude. I will do what it takes to ensure that our teams and our clients succeed.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Technical Business Analyst
BH Management Services
Charlotte, NC
07.2022 - Current
- Gathered and documented business requirements from stakeholders.
- Analyzed existing systems and processes to identify areas of improvement.
- Manged all third party APIs and ILS tracking for new and existing properties
- Collaborated with third party vendors to deploy a virtual leasing agent across multiple platforms
- Assisted with troubleshooting issues between our Contact Center systems and Yardi
- Managed the implementation of a new CRM for over 100 new properties in the last 18 months
- Developed a library of knowledge articles to support our leasing centralization efforts
- Created process models, diagrams, user stories, and workflows to document the user experience through each step of the onboarding and adoption cycle.
Senior Account Manager
RealPage
Richardson, TX
03.2016 - 07.2022
- Managed 5 of our top 10 key account relationships, ensuring customer loyalty and retention.
- Averaged less than 5% attrition year over year for my largest customer with a portfolio of over 20 million (Annual Contract Value)
- Collaborated closely with internal Product, Marketing, Sales, and other internal teams to ensure that the client experience was the focus
- Developed and led regular business reviews for my accounts
- Managing adoption post implementation to ensure that the service was exceeding expectations
- Mentored newer Account Managers as we continued to add new products to our scope
- Resolved client issues in a timely manner while maintaining excellent customer service standards.
Implementation Consultant
RealPage
Richardson, TX
10.2015 - 03.2016
- Managed configuration, installation and troubleshooting of applications and software for clients.
- Implemented Contact Center and Lead Management products post-sales. Assisted Sales in demonstrating the product to drive higher adoption and contract conversion.
- Reviewed performance and adoption of products post-implementation to ensure that all systems were operating as designed.
- Setup reporting profiles for customers so that they could view data on demand. Managed APIs and setup integrations during implementation to ensure that customers have dependable data.
- Worked closely with Account Management to ensure that the customer experience was positive post implementation
- Performed quality assurance testing prior to releasing updates or new versions into production environments.
Education
Bachelor of Arts - Counseling Psychology
North Greenville University
Tigerville, SC05-2005
Skills
- Issue Resolution
- Revenue retention
- Client Relationship Management
- Project Management
- Data Mapping
- Workflow Analysis
- Strategic Planning
- Data Analytics
Certification
- Scrum Master Certification - CSM
- AWS Certification
Affiliations
- Volunteer coaching youth sports
Timeline
Senior Technical Business Analyst
BH Management Services
07.2022 - Current
Senior Account Manager
RealPage
03.2016 - 07.2022
Implementation Consultant
RealPage
10.2015 - 03.2016
Bachelor of Arts - Counseling Psychology
North Greenville University
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