* Responsible for leading a team of business and application consultants and there direct involvement in the full project life cycle of strategy, design, delivery, testing, and support. * Develop and drive quality initiatives and processes resulting in an 85% CSAT score. * Analyze and document business processes to help services organization improve quality and reduce cost. * Establish and maintain credible relationships with all levels of management and key stakeholders. * Administer employee hiring, promotions, performance reviews, and corrective action plans, including mentoring employees through the decision-making processes necessary to manage performance. * Improve the billable utilization of consulting services by 10% through a cross enablement plan which allowed for development of technical skills.

Responsible for partnering with clients to define application requirements that address specific business needs. Providing best practices, baseline, and ROI analysis consulting, designing, configuring, and delivering custom solutions, as well as conducting post-implementation review and training.

Served as SME for product suite including Desktop Process Analytics (DPA), eLearning, and Content Producer and provided enablement training within support. Achieved expert understanding of key integration points across the DPA, Quality Monitoring, Compliance Recording, and Workforce Management platforms and served as the primary support contact for both key and escalated accounts. Responsible for evaluating and analyzing complex technical problems and determining the best course of action to achieve resolution Consistently maintained high customer satisfaction results and relationships while managing a case load of greater than 20 tickets Authored and approved technical knowledge base articles in the Oracle Knowledge Management System Created and executed SQL 2000, 2005 and 2008 database queries

Managed all escalated customer accounts Supervised and trained junior and senior team members in all areas related to Inovis product function