R. ZOË SHEAR
Durham,NC
Summary
SaaS dynamo with seven+ years of Enterprise implementation experience. Master of building highly functional, intuitive, and adoptable workflows to create clarity within complex business processes. Skilled at listening to and defining business requirements, crafting technical documentation, and providing client training on custom configurations from a use-case point of view.
Overview
15
15
years of professional experience
Work History
Senior Implementation Consultant
RegEd
04.2019 - Current
- Provided subject matter expertise in complex projects, ensuring complete transition between legacy systems and new platforms, and ensuring successful adoption and continued use.
- Attained high level of client satisfaction, maintaining open lines of communication to address concerns promptly during the implementation process.
- Enhanced team productivity, implementing collaboration techniques for seamless communication within the project team.
- Collaborated with product development teams to enhance software features based on client feedback gathered during implementations.
- Mentored junior consultants, sharing industry insights and best practices for successful system implementations.
- Continuously expanded technical skillset, staying current on industry trends and emerging technologies to provide clients with cutting-edge implementation solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
SaaS Implementation Specialist
Bronto/Oracle
04.2017 - 04.2019
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Helped grow service offerings by creating implementation and training tiers for different levels of customer experience, price points, and integration needs.
- Created extensive documentation surrounding UI changes for both internal and customer-facing use, as well as implementation manuals and guides to facilitate customer on-boarding, and ongoing use of technologies.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Coached, mentored and developed implementation consultants across local and international sites by teaching best practices and protocols to reduce discrepancies
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for client's businesses.
Client Relations Manager
Vert and Vogue
05.2012 - 04.2017
- Strong organizational skills with an eye for process improvement and thoughtful implementation
- Excellent at motivating staff and participates in recruitment and on-boarding of new team members
- Leads monthly team trainings to increase focus, clarity, and motivation - while teaching employees new skills and creative problem solving techniques
- Created and implemented a client outreach program which has exceeded projected goals by an average of 30% per month
- Skilled at conflict resolution and productive problem-solving, as well as process improvement, implementation and follow-up
- Strong skill for writing guides and manuals on how to sell, gather data, etc to be used for on-boarding and team training
- Talent for achieving crisis resolution by listening and empathizing with the customer and providing concrete plans and solutions, building stronger-than-before bonds
Senior Sales Lead
Vert and Vogue
08.2012 - 04.2016
- Maintains senior and lead presence on sales floor, engaging in team-selling, cross-selling, and up-selling techniques to exceed monthly goals and yearly team goals
- Talent for achieving crisis resolution by listening and empathizing with the customer and providing concrete plans and solutions, building stronger-than-before bonds
- Excellent at motivating staff and participates in recruitment and on-boarding of new team members
- Strong organizational skills with eye for process improvement and thoughtful implementation
- Strong initiative and innovative tendencies, total team player and thrives under multiple types of leadership.
Assistant Store Manager
United Colors of Benetton
05.2009 - 07.2012
- Recruited, trained, and retained employees that became top sales people in our five-store district
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Attended buying trips and identified product mix to suit our target audience, helped select styles and balance budgets.
Education
Bachelor of Arts - Communication
University of North Carolina At Chapel Hill
Chapel Hill, NC05.2016
Skills
- Software Implementation
- Business Requirements Analysis
- Project Documentation
- Solution Design
- Integrations (SOAP, REST)
- Scope Definition
- Issue Resolution
- Training
Phone
919-428-0257
Timeline
Senior Implementation Consultant
RegEd
04.2019 - Current
SaaS Implementation Specialist
Bronto/Oracle
04.2017 - 04.2019
Senior Sales Lead
Vert and Vogue
08.2012 - 04.2016
Client Relations Manager
Vert and Vogue
05.2012 - 04.2017
Assistant Store Manager
United Colors of Benetton
05.2009 - 07.2012
Bachelor of Arts - Communication
University of North Carolina At Chapel Hill
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