Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Fitzsimmons

Charlotte,NC

Summary

For over twenty years, I have been managing and supporting both SaaS and customizable bill pay software implementation projects for numerous clients in several industries. This has afforded me the opportunity to gain an in-depth understanding of best practices and standards within those verticals. My implementation experience has included traditional project management tasks, along with implementation-specific and technical responsibilities.
On a personal note, I enjoy taking on a hands-on approach - from demos, training and testing to reconciliation, reporting and problem solving. Sharing knowledge is a passion and I enjoy working with teams to accomplish tasks and meet goals!

Overview

21
21
years of professional experience

Work History

Process Improvement Manager

Paymentus
09.2023 - 11.2024
  • Spearheaded efforts to create standardized implementation instructions, reducing errors and increasing consistency across similar tasks throughout the organization.
  • Fostered a culture of continuous improvement within the organization via one-on-one and group feedback sessions.
  • Collaborated with internal department partners on integration of new documentation, software and tools, optimizing processes for enhanced efficiency and effectiveness.
  • Established effective communication channels between departments, enhancing collaboration on process improvement projects and internal day-to-day procedural activities.


Senier Manager, Implementations

Paymentus
02.2021 - 09.2023
  • Managed and motivated 6 - 8 implementation project managers to be productive and engaged in work.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Built a high-performing team through effective recruitment, onboarding, and talent development initiatives.
  • Enhanced client satisfaction by resolving escalations promptly, maintaining open lines of communication and ensuring high-quality service delivery.

Implementation Project Manager

Paymentus
06.2017 - 02.2021
  • Managed multiple SaaS implementations simultaneously - from sales handoff through go-live - prioritizing tasks according to urgency, resource availability, and in alignment with organizational revenue and customer retainment goals.
  • Planned, designed and scheduled phased implementations for large-scale projects.
  • Created project plans, wrote requirements, utilized internal tools, performed testing, conducted hands-on training sessions and collaborated with cross-functional teams such as sales, marketing, finance, QA and IT support services ensuring a smooth execution.
  • Developed and maintained strong relationships with internal and external stakeholders by communicating frequent updates, proactively addressing concerns and exceeding expectations through the engagement process.

Project Manager

Western Union / Speedpay
03.2004 - 06.2017
  • Managed several high profile clients through the life of the relationship, beginning with the from handoff and implementation, continuing through production support and change requests.
  • Created project plans, wrote requirements, performed testing, conducted hands-on training sessions, provided accounting support and collaborated with cross-functional teams such as sales, QA, DBAs and IT customer support, ensuring high client satisfaction.
  • Developed and maintained strong relationships with internal and external stakeholders by communicating frequent updates, proactively addressing concerns and exceeding expectations through the engagement process.

Education

Communication

Kennesaw State University
Kennesaw, GA

Communication

University of North Carolina At Charlotte
Charlotte, NC

Skills

  • Communication
  • Documentation
  • Project Management
  • APIs and File Transfer
  • Smartsheet
  • JIRA
  • Confluence / KB (Knowledge Base)
  • MS Excel, Word, Outlook, Project, Visio
  • Payment Methods: ACH, Credit Card, Debit Card, ATM Card, PayPal, PayPal Credit, Venmo, Apple Pay, Google Pay, Cash
  • Payment Channels: Internet, Mobile / App, IVR, CSR, Text, PDF, In-Person

Timeline

Process Improvement Manager

Paymentus
09.2023 - 11.2024

Senier Manager, Implementations

Paymentus
02.2021 - 09.2023

Implementation Project Manager

Paymentus
06.2017 - 02.2021

Project Manager

Western Union / Speedpay
03.2004 - 06.2017

Communication

Kennesaw State University

Communication

University of North Carolina At Charlotte

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Kelly Fitzsimmons