Terri Kristopeit
Manager Of Implementation And Training
Apex,NC
Summary
Accomplished professional with a proven track record in partnering with internal business stakeholders to drive system and process improvements aligned with business needs. Excels in managing major projects, collaborating with cross-functional teams, including IT, to streamline processes and drive enhancements. Skilled in documenting enhancement requests, journey mapping, and maintaining program rules to optimize user experience and operational efficiency. Possesses a strong focus on KPIs, team performance analysis, and backlog prioritization to support strategic decision-making. Effective in coaching and delegating tasks, contributing to departmental goal setting, and achieving operational targets with a significant impact on overall results.
Overview
24
24
years of professional experience
Work History
Manager, Implementation and Training
Constellation Software
3 2023 - Current
- Project Manager for new implementations of software for the Outdoor Power Equipment industry.
- Manage team of Implementation Specialists, providing individual instruction for 100 customers per year.
- Coordinate resources to resolve customer issues, and develop post go live customer success plans.
- Develop and maintain comprehensive metrics, reports, and dashboards and execute adjustments to improve business processes.
Customer Support Manager
Constellation Software
11.2020 - 03.2023
- Manage global customer support team, providing application and technical support for Dealer Management software, resolving 2000 support tickets quarterly. Handle customer escalations and complex customer issues requiring cross functional teams.
- Focus on customer satisfaction and retention, by understanding and resolving customer's challenges and objectives.
- Participant in project team to design, test, and implement new ticketing system, customer portal, and online knowledge base.
- Implement SWAT team, partnering with Product Development, to identify and prioritize application defects.
Business Operations Lead Analyst
Oracle Global Finance
01.2017 - 11.2020
- Provide programs to improve operational efficiency, consistency, and compliance to support the Finance and Deal Management organizations.
- Gather business requirements for technical upgrades to internal systems and coordinate with Product Owners to implement system changes. Manage user acceptance testing, tracking issues, and assisting post go live during system upgrades.
- Author training manuals and documents affiliated with Oracle Support software, financial, and analytical tools.
Business Operations Analyst
Oracle Customer Support
01.2015 - 01.2017
- Team leader for system outage management, covering for planned and unplanned outages of all key systems, applications, and services used by Global Customer Support.
- Responsible for crisis management, to plan for major outages or events (e.g., hurricanes, earthquakes) Work with cross-LOB Regional Crisis Management Team.
- Monitor access and security of internal systems and developed automated system for users to apply for system privileges.
Customer Incident Manager
Oracle Customer Support
01.2010 - 01.2015
- Provide post-sales account support, working with customers to ensure satisfaction with services and to improve upon areas of dissatisfaction.
- Lead cross-functional teams to resolve complex issues and communicate action plans.
- Team leader responsible for documenting procedures, implementing new policies, mentoring fellow employees, assigning team workload, and preparing monthly team metrics and operation review analysis.
Project Leader
Oracle Customer Support
01.2006 - 01.2010
- Spearhead the development and product launch of Project Orion, to merge all customer service systems into one centralized system
- Train new end users on new system while providing testing and evaluation support. Manage effort to create system documentation and identify potential process improvements.
Customer Support Escalation Manager
Oracle
01.2000 - 01.2006
- Act as primary interface for customer support escalations.
- Provide timely response and communication for critical issues.
- Identify opportunities for customer education, product enhancements, and process improvements.
- Partner with product management, product engineering, and sales organizations to manage issues in real time by collecting and prioritizing information and working toward solving customer requests.
Education
Master of Business Administration - International Business and Human Resources Management
University of Connecticut
Stamford, CTBachelor of Science - Accounting
Providence College
Providence, RISkills
- Team Leadership
Customer Success
Project Management
Business Process Improvement
Customer Focus
Organization and Communication
Training and Documentation
Business Operations
Timeline
Customer Support Manager
Constellation Software
11.2020 - 03.2023
Business Operations Lead Analyst
Oracle Global Finance
01.2017 - 11.2020
Business Operations Analyst
Oracle Customer Support
01.2015 - 01.2017
Customer Incident Manager
Oracle Customer Support
01.2010 - 01.2015
Project Leader
Oracle Customer Support
01.2006 - 01.2010
Customer Support Escalation Manager
Oracle
01.2000 - 01.2006
Manager, Implementation and Training
Constellation Software
3 2023 - Current
Master of Business Administration - International Business and Human Resources Management
University of Connecticut
Bachelor of Science - Accounting
Providence College
Similar Profiles
Sardar Rehan MushtaqSardar Rehan Mushtaq
Sr. SQA Automation Analyst at Constellation Software(Contour Software)Sr. SQA Automation Analyst at Constellation Software(Contour Software)
Najaf AliNajaf Ali
SQA Analyst at Contour Software: A Subsidiary Of Constellation SoftwareSQA Analyst at Contour Software: A Subsidiary Of Constellation Software
Kenneth BrownKenneth Brown
Professional Services Technical Specialist at Constellation Software, IncProfessional Services Technical Specialist at Constellation Software, Inc