Angela Edwards' Resume (Last updated October 31st 2007)

To secure a position that will continuously utilize my skills and give opportunities for growth, development, and advancement.

- Participate in sales calls to prospective clients
- Deliver software functionality demonstrations to prospects to address their specific requirements
- Manage customer expectations to ensure satisfaction with Beeline products and services
- Work with Client to define process flows
- Conduct training classes to provide instruction in how to use the Beeline Applicant Tracking System
- Perform gap analysis between the client's need and current functionality of the product
- Work with Product Management team to validate and define software requirements
- Arrange integration with 3rd party vendors
- Load client data via internal import utility
- Arrange data integration with 3rd party vendors
- Document Implementation Processes and workbooks
- Create test cases used by the client during User Acceptance
- Create client documentation including: user guides, quick reference guides, and training materials that are tailored to the type of user
- Test new software functionality introduced during the quarterly release cycle

- Documented Level 1 requirements for submission to product management
- Interface with key development staff to complete solution design or other custom materials as needed
- Worked with training and documentation to deliver approriate training and documentation
- Introduce new product and services to clients
- Maintained understanding of clients short and long term product wants and needs
- Assisted product support specialist with escalated client issues
- Acted as key contact between Beeline Managed Services onsite teams and Beeline corporate office

- Standardized support procedures including email, phone, and training new hires
- Coordinated internal training of new functionality as introduced
- Tracked impact of client launches in order to - Standardized support procedures including email, phone, and training new hires
- Coordinated internal training of new functionality as introduced
- Tracked impact of client launches in order to project staffing needs
- Monitored customer satisfaction through surveys and calls
- Specified annual bonuses and merit raises
- Completed annual reviews
- Participated in bi-weekly management meeting and disseminated the meeting notes amongst the customer support team
- Conducted regularly schedule feedback sessions with each member of the support team

project staffing needs
- Monitored customer satisfaction through surveys and calls
- Specified annual bonuses and merit raises
- Completed annual reviews
- Participated in bi-weekly management meeting and disseminated the meeting notes amongst the customer support team
- Conducted regularly schedule feedback sessions with each member of the support team

- Served as liaison between development and customer support team
- Reviewed and escalated tickets to development
- Provided application support via email and incoming calls to the main customer support line
- Ensured issues were resolved within the specified service level agreement
- Conducted interviews
- Trained new hires
- Document support processes

- Provided technical support via inbound calls and email for eCommerce clients
- Tested Net Objects program prior to being release to public for purchase
- Enhanced customer supplied graphic using Adobe Photoshop and Adobe Elements
- Created and maintained the training documentation for all processes pertaining to Verizon
- Reviewed and processed incoming contracts for Verizon websites
- Served as Coach for the Corrections, Fulfillment, and Quality Control Teams

- MS Word
- Excel
- PowerPoint
- Visio
- Magic
- MS Word
- Excel
- PowerPoint
- Visio
- Magic
- SharePoint
- MS Outlook
- MS Project
- Adobe Photoshop
- Business Analytics
- Crystal Reports