Eric Garcia, PMP, CSM

Experience

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  Professional Techniques, Inc

  May 2005 - Feb 2007

  Director of Sales/Business Development

   Sold over $275,000 in new annual revenue and one-time extra job revenue. Established a Business Weekly "Top 10" ranking under New Mexico's Janitorial Service Companies 2005 - 2006. Managed a team of 60 - 100 cleaning associates in different locations throughout the city of Albuquerque and State of New Mexico. Handled all major customer service matters, account management, client relationships, retention and new account sales. Developed in-classroom and on-site training program for new and existing employees. Show less

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  Farmers Insurance

  Feb 2007 - Oct 2009

  Senior Auto Field Claims Representative/Trainer

   Developed, coordinated and presented numerous auto physical damage and customer service training seminars and courses via in-classroom, on-site and web-based communication. Adjusted, investigated, settled, paid, denied, and/or negotiated over 1,350 automotive insurance claims. Gained education and knowledge in insurance-related topics, essentials, presentations, claims tracking software (Siebel), estimating systems software (CCC Pathways), and insurance fair claims practices. Handled all major customer service matters, including: customer rental tracking, automotive facility communication, and automotive insurance claim questions and concerns.  Established a 97.6% Customer Service rating based on customer satisfaction surveys, follow-up and correspondence. Traveled to different U.S. regions to assist in emergency claims relief (i.e. Show less

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  M&M Auto Body, LLC

  Nov 2009 - Dec 2009

  Adjuster/Customer Service Specialist

   Evaluated, estimated and reported various types of automobile physical and mechanical damage. Handled all major customer services matters, including: complaints, concerns, product/part pricing, purchasing, rental car procedures, insurance company practices and vehicle warranty information. Managed employee repair assignments and scheduling to ensure that vehicle repairs where completed in a professional and timely manner, and in conjunction with all federal and state repair guidelines and specifications (I-CAR & ASE). Show less

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  Tyler Technologies

  Dec 2009 - now

   Project Management Professional (PMP) certified. Manage and assume accountability for all aspects of complex, enterprise-wide, projects related to delivery of client software and services. Continually find ways to improve processes, and implement process improvement initiatives, to ensure an efficient and effective client experience. Manage the project contract, scope, schedule, resources, budget, deliverables, program modifications, risks, obstacles and communication. Mentor and provide guidance and advice to other project managers, implementation staff and management. Accountable for maintaining and exceeding the billable goals of the project, completing projects to the clients’ satisfaction within budget and recognizing other sales and add-on opportunities. Do everything in my power to provide great external and internal service. Regularly meet with upper Project, Implementation and Executive management to provide project statuses and feedback, to ensure that the project is on schedule, qualitative and provides profitability. Continuously seek opportunities to improve, gain knowledge, establish forward-thinking practices and conduct my project(s) in a proactive manner. Show less  Supervisory Team Lead/Team Manager within the Professional Services – Courts and Justice Division with multiple direct and indirect reporting Implementation Consultants that are responsible for the successful implementations of our Odyssey product software. Manage direct and indirect Implementation Consultants to ensure that each consultant’s respective project is completed on time, within budget and meets client expectations. Review external client product demands, develop project plans, and manage resource scheduling and availability. Assist in pre-sales product inquiries, demonstrations, and aids in scoping projects and developing proposals. Work cooperatively with upper management and Project Managers to provide consultant and project support, feedback and representation. Mentor, train, and coach Implementation Consultants that range from new employees to Senior consultant, manager and project manager staff. Lead and conduct potential new hire onsite interviews and demonstrations. Ensure that total department, division and company goals, objectives and milestones are met. Other duties that are consistent with those connected to the Implementation Consultant and Senior Implementation Consultant positions. Show less  Implemented Tyler Odyssey, Tyler Jury and SaaS (Software as a Service) products within the Texas County Government courts and justice public sector. Conducted Product Consultations, Business Process Reviews, and Fit/Gap Analysis Sessions with clients in order to determine their needs, provide recommendations, and recognize special alterations in connection with our provided software. Performed client change requests and quality assurance testing in order to ensure the stability of our product sites, software and services. Completed all configuration, code set-up and code-mapping for each county's proprietary, justice and other government courts and divisions.  Lead on-site data reviews, User-Acceptance testing, and mock go-lives to confirm the quality and integrity of converted data. Conducted End-User, Subject Matter Expert, and impromptu training and demos for new workflow models, product sites and software utilization. Managed implementation team, tracked issues, and provided support to ensure the successful and on time product transfer and support transition of each county. Established and maintained positive, professional and productive client relationships throughout, and after, all phases of each county project. Balanced all county, state and financial reports to comply with Texas State government requirements and timelines. Completed multiple Training and Business Process certifications Show less  Implemented Tyler Odyssey, Tyler Jury and SaaS (Software as a Service) products within the Texas County Government courts and justice public sector. Conducted Product Consultations, Business Process Reviews, and Fit/Gap Analysis Sessions with clients in order to determine their needs, provide recommendations, and recognize special alterations in connection with our provided software. Performed client change requests and quality assurance testing in order to ensure the stability of our product sites, software and services. Completed all configuration, code set-up and code-mapping for each county's proprietary, justice and other government courts and divisions.  Lead on-site data reviews, User-Acceptance testing, and mock go-lives to confirm the quality and integrity of converted data. Conducted End-User, Subject Matter Expert, and impromptu training and demos for new workflow models, product sites and software utilization. Managed implementation team, tracked issues, and provided support to ensure the successful and on time product transfer and support transition of each county. Established and maintained positive, professional and productive client relationships throughout, and after, all phases of each county project. Balanced all county, state and financial reports to comply with Texas State government requirements and timelines. Completed multiple Training and Business Process certifications Show less

  • Project Manager

    Oct 2024 - now

  • Project Manager

    Oct 2021 - now

  • Supervisory Team Lead, Professional Services

    Sept 2015 - Oct 2021

  • Senior Implementation Specialist

    Mar 2014 - Aug 2015

  • Implementation Specialist/Consultant

    Dec 2009 - Feb 2014