alison shepherd - resume

ALISON SHEPHERD EXPERIENCED SENIOR [email protected] 727.366.8261

PROFESSIONAL SUMMARYEnterprise Technology and Client Relationship Manager professional with eight years’ experience in healthcare software and systems and now transitioned to Human Resources Technology. Recognized for ability to work with very diverse clients and dynamic sales and client service teams, as well as working day to day in high stress, fast-paced environments. High-level workflow and business analyst with knowledge of conflict-resolution, documentation production and process/task analysis, and performance needs development. Experienced in finding solutions to complex or difficult problems by extensive analysis and competent resolution creation. Experience and knowledge in hiring, training, and mentoring new staff.

PROFESSIONAL EXPERIENCE/EMPLOYMENT HISTORY

SumTotal Systems Inc, A SkillSoft Company August 2014 – Present

SENIOR CLIENT OPERATIONS MANAGER

Partnering with the account executive and the operations manager, manage large client engagements, focusing on the intersection between ongoing operations, account/support issues and significant services requests

Work closely with the Sales, Professional Services, OD and/or Support organizations to facilitate resolution to escalated client situations and drive completion of root cause analyses as necessary

Become our main client contacts’ trusted partner Prepare and deliver client account performance reports and executive level ad hoc reporting, as required and

maintain executive scorecards on a quarterly basis Serve as a SumTotal change manager to help ease and facilitate clients through large projects Develop, document and implement process improvements and standard operating procedures to maximize

efficiencies and consistently exceed client service levels. Identify, create and deploy proactive customer experience campaigns that drive retention and customer success Actively identify additional revenue opportunities for SOW, cross product sales or training that will increase

SumTotal value to the customer and increase customer satisfaction Effectively resolve escalated client issues and complete root cause analyses, when appropriate, in order to

prevent future occurrences. Manage ad hoc client management and organizational programs and projects, as necessary.

Oracle Transcription, Inc. (OTI) July, 2011 – August 2014

MANAGER, TRANSCRIPTION SERVICES & CLIENT IMPLEMENTATION

Manage new client transitions to our platform, as well as provide production staffing and client-specifics training to ensure smooth client transition. Responsible for daily oversight and direction of medical transcription workflow and medical report turnaround times. Followed all projects from post-sales through successful Go-Lives.

Leads team (or independently self) to analyze, document, and find the best possible solutions to any issues or problem that arise, and create a solution quickly and seamlessly within the project parameters.

Served as liaison between client and internal teams to create an efficient effective transition to our services, without sacrificing budget or overall project performance.

Transitioned clients to different system within 24-hour period to sustain undisrupted workflow across platforms effectively and without incident. Did so while staying well within the

Integrated a new platform into Oracle’s current business model to provide solutions for special needs clients and documented specialized processes with higher efficiency

Rapid deployment of production staff as needed to facilitate new client needs.


American Transcription Services, Inc. (ATSI) January, 2007 – June, 2011

DIRECTOR OF CLIENT SERVICES & IMPLEMENTATION

Primarily responsible for maintaining effective and efficient client services by utilizing in-depth company and systems knowledge, as well as client services team. Developing infrastructure and communications networks to ensure continued excellent in performance of the client services department. Served as the SME (subject matter expert) throughout most implementations because of the multiple systems

that were affected by new workflows – developing documentation for cross-functional teams. Sustained constant communication with client from post-sales, through implementation, through services

rendered to ensure continued client satisfaction and suggested improvements after implementation to increase their efficiency and effectiveness.

Designed, documented and implemented an internal electronic workflow to significantly reduce office costs on various projects and multiple initiatives and implemented an automated ticketing system to reduce the service window.

MANAGER, CLIENT IMPLEMENTATION

Responsible for anticipating, identifying and providing resolution to complex workflows and/or client issues across multiple projects in a fast-paced environment. Ability to proactively identify potential problems across entire client workflows and work with both third-party vendors, as well as internal departments to effective solutions. Charged with making critical decisions regarding workflow and processes and recommending those choices to

influential/key parties. Documented all technical processes, workflows, contract updates, and training materials for both internal staff

and clients (different documents for different users, etc.) Worked with NovaRad RIS/PACS to integrate workflow and allow their direct support of multiple clients and on

various projects; also remained as primary contact and coordinated with integration of third-party radiology/imaging vendors (Intelerad, GE Centricity, Fuji PACS, Siemens Syngo Workflow, McKesson Enterprise Medical Imaging, etc.)

CLIENT SERVICE SPECIALISTServed as direct liaison between client and company to provide daily resolutions to client concerns, ensure prompt report turnaround times, and resolve any product or service related questions and concerns. Worked as a go-between/liaison between higher executive management, technical support, client services, and

both on-and of- site production staff to ensure no issues were lost, forgotten, etc. between or within internal departments.

Produced all specification documentation guides for software, both on the production/transcriptionist package, as well as the administrative support and management package.

Lead client service specialist and liaison for new clients, while building a strong referral network to bring on new and diverse clients.

MT-World, Inc. January, 2005 – January, 2007

CLIENT SERVICES AND IMPLEMENTATION MANAGER

Served as primary contact for new client implementation and transition to MT-World, Inc. platform. Responsible for direct client communication with special needs clients and/or clients newly transitioning from manual to electronic and automated workflows. Served as lead clinical analyst.

Met directly with special needs clients to establish newly defined electronic workflow transition. Documented client workflows with special attention to system interfaces with the MT-World, Inc. platform. Handled all new client implementations requiring individually customized workflows.


ADDITIONAL EDUCATIONST. PETERSBURG COLLEGE – St. Petersburg, FloridaDegree: Business Administration, 2003

*REFERENCES – AVAILABLE UPON REQUEST

alison shepherd - resume

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