Provide excellent overall consultation, training, and implementation for over 60 key clients on an annual basis ensuring mastery of Blackbaud’s complex learning management system (LMS), student information system (SIS), enrollment management system (EMS) and content management system (CMS).
Perform client needs assessments and design strategic solutions, innovative training curriculum, methods, and processes to meet and exceed client experience and learning retention.
Implement integrations via web service API for clients with 30+ ecosystem partners.
Mentor new consultants on how to be effective in providing expertise and adding value.
Maintain high customer satisfaction ratings.
A departmental leader in upselling services and software to customers going through implementation.
Utilize LiquidPlanner, Salesforce.com and Netsuite CRM to monitor project life cycle.
Responsible for implementing learning management and student information enterprise software for 40-45 customers annually. Consulted with customers on best use of software based on their needs. Authored 1300+ articles and created architecture for knowledgebase using Confluence wiki.
Responded to an average of 30 email and phone support inquiries per day.
Provided excellent customer service, with high customer satisfaction.
Authored tutorials to increase efficiency and reduce response time.
Developed marketing and promotional materials for nationwide community-relations campaigns.
Completed a comprehensive competitor analysis of wastewater and water operations and management contracts nationwide.
Designed, implemented, and maintained several Access databases, converting hard-to-read Excel files into user-friendly and accessible databases.
Provided administrative support as needed, including answering phones, accounts payable requisitions, timecard entry, and proposal preparation.
B.A. in Political Science magna cum laude
Honors: Dean's List, Pi Sigma Alpha
Teaching Assistant: Philosophy and Ethics of Computing and Technology