Kori Neill

• Demonstrating leadership qualities such as accountability, initiative, and the ability to motivate and inspire team members to achieve common goals.
• Keeping our internal and external customers needs and goals at the forefront of decision-making and prioritizing actions that enhance the external customers’ experience and drive internal customer’s success.
• Planning, organizing, and overseeing the continuous improvement of processes and procedures from initiation to completion, ensuring the stakeholders needs are addressed.
• Ensuring accuracy and precision in all aspects of the implementation process, including documentation, configuration, testing and training.
• Developing and executing user acceptance testing (UAT) and quality assurance (QA) processes, identifying and resolving issues
• Analyzing data and performance metrics to track progress, identify areas for improvement, and make data-driven decisions to optimize existing processes.
  

• Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
• Developed strong relationships with clients, fostering trust and confidence in the implementation process.
• Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
• Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.

• Lead the analysis and documentation of business requirements for software implementation and enhancements, and website redesign projects, collaborating closely with stakeholders to define project scope, objectives, and success criteria.
• Conducted stakeholder interviews, workshops, and surveys to gather user feedback and insights, informing workflow, design, and functionality decisions to enhance user experience and engagement.
• Providing training and support to internal teams and end-users, facilitating smooth transitions to new solutions and empowering users to maximize the value of the implementation.
  

Analyst [2015 - 2017]

Team Lead, Customer Relations [2013 - 2015]

Business Support Analyst [2011 - 2013]

Online Support Administrator [2006 - 2011]

• Developed key training and process resource for CRM Implementation and eLearning application overhaul
• Development of eLearning Framework, site, and course standards
• Lead the internalization of course material ordering and inventory management through KPI identification, process, procedures, and needed roles to support.
• Established, recruited, trained, and managed team of 5 for new service team within the customer service department.
• Developed reporting for monthly KPI analysis and budgeting.
• Assisted with the implementation of a new call centre through the development of documentation and training.