Kate Richard

Experience

• 

  Pearson

  Jul 2014 - Dec 2015

  Project Coordinator

  Developed training materials, processes, and documentation for a brand-new online standardized test. Collaborated with team members to identify and resolve issues for future testing windows to enhance client satisfaction. Established and maintained effective relationships with clients, programmers, and other departments to implement change. • Used OneCRM to answer customer support calls and emails.• Tested new software functionalities and tracked issues.• Created training materials for new hires.• Honed my customer service skills in a SAAS environment. Show less

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  Ruffalo Noel Levitz

  Dec 2015 - Dec 2018

  Project Manager

  • Act as liaison for internal and external communications with assigned clients.• Collected, cleaned, mapped, and loaded student data into a database. Managed the database using SQL developer.• Manage ongoing communication and ensure a positive relationship with assigned accounts.• Provide regular status reports and manage task lists on assigned accounts progress for all project areas.• Identify opportunities for selling additional solutions into client base.• Created and implemented a new customized project set-up process.• Ensure project configurations, integrations, and customizations are fully tested and ready for deployment. Show less

• 

  Pearson

  Dec 2018 - May 2022

  • Coordinate the implementation of large-scale multi-million dollar educational assessment across all business units for the Department of Defense.• Produce required project documentation, including the project work plan, project set up plan, onboarding materials, customer support, user training, and client invoices.• Create meeting agendas and maintain notes for project kick-off, weekly internal and client meetings, and others ad hoc.• Ensure contractual commitments are met for each client. Coordinate with internal project team to ensure successful delivery of the product.• Act as contact point and subject expert between our customer support team and our project team, ensure thorough, knowledgeable, and timely responses using Salesforce• Maintain the knowledge base in Salesforce, mentor the customer care team, and provide weekly support metrics to the customer.• Build virtual relationships with the team as well as the client to improve communication and satisfaction.• Track risks and issues, compile reports, troubleshoot, research information, and follow up on client requests, streamline and document processes.• Prioritize, track, and help resolve customer incidents. Show less Ensure that each project manager has the tools to hit project milestone to deliver large scale online testing, and assist in creating documents, training new hires, and maintaining the database. Provide impeccable customer service while managing client expectations and scope changes.• Decreased issue tickets by 10% by identifying a data layout issues.• Create and implement training documentation using Adobe and PowerPoint.• Use Salesforce to track customer issues and provide customer support, increasing customer satisfaction to 99% and using feedback to drive change.• Troubleshoot technical issues and ensure clients are aware of the capabilities of the software. Show less

  • Project Manager, Client Services

    Jan 2019 - May 2022

  • Project Coordinator, Client Services

    Dec 2018 - Jan 2019
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  New Meridian

  May 2022 - now

  Senior Project Manager, Contract Management

  • Identify, develop, and communicate project work plans, scope, timeline, and project resourcing requirements• Manage and drive issues to closure• Perform risk management to minimize and mitigate project risks• Set and manage customer expectations of project deliverables then communicate, as needed, to meet changing situations• Use appropriate change control to manage change in project scope and schedule• Prepare, coordinate, and lead meetings between customers and appropriate internal resources• Enforce project standards to ensure deliverable quality• Ensure that both customers and team members are meeting their project commitments in order to ensure a successful customer launch• Manage companywide Smartsheet dashboards for executives clients Show less