Victoria Smith-Dupree
Sr. Implementation Speaclist
Longview,TX
Summary
Technology-oriented individual with attention to detail and a commitment to providing a high level of service and support to clients. A confident Implementation Specialist with 13 years expertise in rectifying issues while installing applications both remotely and at client sites. Thoroughly enjoy collaborative relationships with all levels of management; excellent communication, presentation, and training skills; adept articulating client contract agreements, legal rules, policies, and processes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to exceed team goals.
Overview
18
18
years of professional experience
10
10
years of post-secondary education
Work History
Software Sales - Implementation Specialist
iClassPro Inc
Longview, TX
01.2016 - Current
- Consulting clients' unique technical needs through workflow analysis, developing configurations that support their workflows and business requirements.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Oversee daily operating to ensure high level of efficient. Expert in CRM, Zendesk, JIRA, and Salesforce applications.
- Multiple years as ranked #1 in company sales 2017-2021
- Leading sales representative performing at highest results company wide for several years increasing client base by 50%.
- Answer questions and resolve utility billing software problems for clients in-person, via telephone, web sessions, or remote locations.
- Assist in merchant services operations of on-boarding new customers, underwriting, and risk management review. As well as assist with merchant Charge-back disputes and discoveries.
- Advanced troubleshooting, creating custom training documentation, as well as escalation of more complex issues when necessary using Zendesk and JIRA to work with higher levels of development.
- Develop training materials and procedures for internal staff and external customers.
- Zoom meetings and webinar hosting for single and multiple users. Managing scheduling with clients and staff daily.
- Use techniques such as small project management, structured analysis, mathematical billing module, and website configuration.
- Assist with website design and integration of registration portals and client
- Suggested solutions to developing problems during project so that correct modifications could be made
- Improved operations through consistent hard work and dedication
Courts and Justice Software Support Manager
Tyler Technologies, Courts and Justice
Plano, TX
10.2013 - 01.2016
- Provide phone, web, chat, and email support to Civil and Criminal court staff and attorneys using electronic document filing and case management cloud based services.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Managed team of 15-20 support reps. Prepared staff schedule, onboarding new team -employees, staff training and payroll review.
- Participated in team-building activities to enhance working relationships
- Worked with clients on analysis, diagnostics, and resolution of issues with software and business process.
- Provided payment account research and billing reports, fee inquiries, chargebacks, and subscription profiles using merchant platform Chase Payment Tech.
- Managed and support Court Case Management docket system based on system requirements and SaaS site certifications.
- Developed product expertise by reviewing new functionality, testing product issues, and utilizing internal resources with product management team.
- Assist with testing quality assurance for future product releases, troubleshoot different browsers, and system compatibility with different software products and websites.
- Managed customer communications and change log notices.
- Proved successful working within tight deadlines and fast-paced atmosphere
Manager/Marketing
Home Health Services
Longview, TX
01.2006 - 10.2013
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs
- Onboarded new employees with training and new hire documentation
- Supported, trained and managed staff of 40 in many areas for over 120 patients.
- Served as communication liaison between home office and all field team members such as nurses, physical therapists, and caseworkers.
- Maintained confidentiality and privacy during exams to comply with legal requirements and protect patient dignity
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement
- Targeted specific community groups with wellness and disease management information
- Managed performance results in regards to patient experience, patient volume, financial results, and service standards.
- Applied customer feedback to develop process improvements and support long-term business needs
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and client demands
- Helped vulnerable individuals navigate complex healthcare system
Customer Service Manager
Verizon Wireless
Longview, TX
09.2007 - 05.2010
- Utilized business intelligence on prospects to support sales calls, product presentations, and increase telecommunications.
- Created cold leads using marketing outreach efforts. Made 100s of cold calls weekly to reach potential leads.
- Managed customer's needs for communication services, processed orders, upgrades, and features request.
- Meet with business prospects to pitch products/services available specifically to them with goal of generating new business or upgrading existing clientele subscriptions/packages.
- Follow-up with past subscription users for feedback on telecommunications products and services purchased with goals of reinstating or upgrading customer subscriptions.
- Worked with product services and implementations to meet customer's enhancement requests.
- Complete subscription transaction paperwork to initiate or update any customer subscription-setups, changes, and provide ongoing support to end-users.
- Created customer support strategy to increase customer retention
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
Education
Bachelor's - Business Marketing
Western Governors University
Salt Lake City, UT 01.2011 - 05.2016
Associate - Healthcare Administration
University of Phoenix
Salt Lake City, UT 01.2007 - 07.2010
Associate of Arts - High School Teaching
Angelina College
Lufkin, TX 01.2006 - 05.2007
Skills
Computer proficiency
Leadership
Cloud services
Technical Analysis
Critical thinking
Good telephone etiquette
Flexible & Adaptable
Customer proposals
Lead prospecting
Strategic planning
Product promotions
Account development
Staff Training
Customer Relations
Computer skills
Timeline
Software Sales - Implementation Specialist
iClassPro Inc
01.2016 - Current
Courts and Justice Software Support Manager
Tyler Technologies, Courts and Justice
10.2013 - 01.2016
Bachelor's - Business Marketing
Western Governors University
01.2011 - 05.2016
Customer Service Manager
Verizon Wireless
09.2007 - 05.2010
Associate - Healthcare Administration
University of Phoenix
01.2007 - 07.2010
Associate of Arts - High School Teaching
Angelina College
01.2006 - 05.2007
Manager/Marketing
Home Health Services
01.2006 - 10.2013