Karen Talboys
Merrimack, NH 03054
Cell: 603.809.2690 [email protected]
www.linkedin.com/in/KarenTalboys
Executive Profile
Client Services leadership with expertise in organizational change and project management and a passion for
change management. Pragmatic, creative and compassionate. Task oriented and hands on, but always in the
context of the organizational mission and goals. I am not easily flustered and exceed goals with grace and
agility.
Skill Highlights
Change Management
Organizational Restructure and Change
Project Management
Vendor Partner Management
Operations Management
Process Design and Management
HR General Management
Manufacturing Management
Financial Oversight
Team Building and Staff Motivation
Professional Experience
ASA Automotive Systems, Inc. Merrimack, NH
Point of sale and accounting software for tire dealers
Director of Customer Services | Client Services
August, 2014 to June, 2016
Managed staff of 18 consultants and support analysts, handling over 10,000 support cases
and 250 projects annually for local installs, hosted implementations and SaaS.
Achieved 155% targeted revenue in 2015; 106% for Q1, 2016 and on track for 135% for Q2,
2016
Spearheaded cross functional initiatives to bring new Point of Sale project to market quickly
Managed organizational change post acquisition, mentoring staff and working to strengthen
overall customer satisfaction levels and reduce attrition
Successfully implemented Service Cloud support ticketing software on SalesForce platform to
improve achievement of SLAs
Launched new vendor management programs to more efficiently drive communication,
resulting in more efficient implementation of third-party products
UNIT4 Business Software, Inc. Manchester, NH
Financial software for businesses living in change
Professional Services Manager | Client Services
March, 2011 to April, 2014
Provided executive sponsorship for 15 to 20 major projects and between 15 and 30 smaller
ones concurrently, annual book in excess of $1.5 million
Achieved external facing utilization rate: 65% in 2012 and 88% for Senior Consultants in 2013
Developed and managed training programs for new hires to decrease ramp up time
Performed account management activities to ensure high customer satisfaction
Instituted Project Management Office, creating best practice project management process,
using PMI methodology
Provided pre-sales support including meeting prospective customers and delivering SOW's for
project implementations
Kewill Trade and Logistics Nashua, NH
Software for the compliance, documentation, clearance and tracking of goods and services moving internationally
Manager of Professional Services | Client Services
November, 2006 to March, 2011
Managed 12 Consultants and Project Managers, averaging 75-80% utilization
Created and evaluated processes and instituted best practices for implementation of product
sets by the Professional Service Organization
Created SOWs for large proposals and provided sales support pre and post contract signing
Worked with Support to assist with achieving SLA's to assure high levels of customer
satisfaction
September, 2005 to February, 2007
Senior Project Manager
Managed resources, budgets and schedule for the successful implementation of the largest
single project in division's history, including a cross-functional project team of 45
Instrumental in the upsell of original services contract of $1.4 million to $2.5 million at go-live
December, 2003 to September, 2005
CargoPoint Product Manager
Product management responsibilities for Windows based import/export/accounting software
product including:
Designed and supervised product maintenance and enhancements as well as
government required compliance changes
Supervised testing of software changes for adherence to original specifications and
product standards
Ensured on-time delivery of product updates by managing scope and expectations
Interacted with clients to assure customer satisfaction and assisted with pre-sales
activities
Worked closely with Support and Training to mentor staff, train new features internally,
and assist with tier 3 support problems and enhancement requests
February, 2003 to December, 2005
CargoPoint Service Coordinator
Coordinated support for CargoPoint product line, mentoring and training internal staff as well
as clients with responsibility extended to include product testing with programmers
September, 2002 to February, 2003
Training and Support Analyst
Provided internal and external client support and training for Windows-based
import/export/accounting software
Developed documentation and training programs for this newly purchased product
Tilion, Inc. Maynard, MA
Supply chain management software solutions delivered cross-enterprise for supply chain visibility, analytics and
alerting
Manager, Technical Support Center
July, 2001 to May, 2002
Established customer service department for enterprise software services, defining and pricing
differential levels of customer service offerings, creating and presenting technical product
training workshops for internal and external customers
Configured customer specific implementations in pre-production environment, testing software
releases, writing and reviewing product documentation
Collaborated with Professional Services to establish clean, efficient handoffs of projects and
training programs
Participated on leadership team to establish corporate vision, mission and goals
603.809.2690
www.linkedin.com/in/KarenTalboys
[email protected]
Manager, Professional Services
August, 2000 to July, 2001
Project technical liaison for beta engagement
Wrote process and methodology documentation in preparation for general release
Spearheaded EDI to XML mapping initiatives
Evaluated B2B and AI products for data extraction and transformation capabilities and potential
collaboration with Tilions solution
Managed successful industry demo proving Tilions concept using XML as data format between
enterprise systems
Software Concepts Wilmington, MA
Accounting software package targeted for distribution and light manufacturing companies
Implementation Consultant, Project Manager
April, 1998 to August, 2000
Managed and delivered all phases of accounting/manufacturing software installation and
training, including pre-sales support; traveled regionally approximately 75%; billable hours 100%
Participated in process consultations with client management and worked to implement change
at the staff level and developed software implementation plans with internal teams
Modified RPG software on-site or worked with programmers as liaison for major modification
requirements
Created reports with Query/400
Installed and troubleshot AS400 hardware and configured networks and peripherals, such as
desktop clients, VPN, Cisco firewalls and routers, DSL, Frame Relay, Quadrant FastFax, Shiva
NetModems, ASCII controllers and a variety of printers
The Career Place Woburn, MA
One-stop career center offering services to residents seeking employment, career counseling or training services.
Director of Information Technology
January, 1997 to April, 1998
Built and maintained technology infrastructure and routinely completed federal and state
reporting requirements
Administered servers: Windows NT 4.0, Domino 4.5, and Windows NT 3.5
Maintained 55 PCs, with 20 in a public/guest domain
Developed mentoring program with local technical school to increase IT resources
Developed and facilitated Team Building Workshops for management team
VAT, Inc. Woburn, MA
US headquarters and distribution center for Swiss manufacturer of vacuum valves
MIS/Customer Service Manager/Project Manager
October, 1994 to January, 1997
Managed Customer Service, Technical Service, Warehouse facilities and Computer Services
Participated as a member of the U.S. headquarters Management Team
Managed inventory stocking levels and customer demand forecasting for on-time delivery
Spearheaded accounting software installation and data conversion
Established internet and email connectivity for local office and remote sales resources
Organized procedures and implementation of ISO 9001 certification procedures, including
documentation and training
Managed internal IT projects and corporate relocation
603.809.2690
www.linkedin.com/in/KarenTalboys
[email protected]
Phoenix Contact Harrisburg, PA
US headquarters and manufacturing and distribution center for German manufacturer of industrial electronic
components
Technical Service Supervisor
February, 1993 to July, 1994
Provided focus and direction for an inside technical sales support department in training of
distributors and representatives
Managed product van that traveled nationally 50 weeks per year
Extended support hours by 33% for west coast availability with no increase in staffing
requirements
Added active outbound telemarketing to assist sales efforts and even workloads
Success Achievement Camp Hill, PA
Executive training and development services
July, 1992 to February, 1993
Independent Consultant
Sold and presented training programs to corporate management, including Time Management,
Effective Personal Leadership, Supervisory Skills and Goal Setting
Education
Pennsylvania State University State College, PA
Bachelor of Arts with High Distinction
December, 1991
Major: Speech Communication
Minor: Business
Concentration: Engineering
GPA: 3.87
603.809.2690
www.linkedin.com/in/KarenTalboys
[email protected]
