1. Deborah Marnell
Objective Account Manager / Client Relations Manager
Qualifications Engaging client-focused leader with expertise in account management, software application quality
assurance, problem resolution, and training/documentation.
• Nearly 13 years proven success in account management/client support, project management and
sales. Basic working knowledge of HTML programming/editing.
• Maintain client account information and create/generate reports from within Salesforce;
advanced skill level in Excel, Powerpoint, Word, and more.
Experience Live Nation Entertainment/Ticketmaster, Scottsdale, AZ October, 2002 – Present
Account Services Manager, VISTA Software / Helpdesk Support
Primary point of contact for over 200 accounts involving teams as needed to resolve issues; oversee
support contract renewal and business development. Manage all aspects of account management and
project management; demonstrate strong customer service skills to provide phone support and
service at first level support desk; provide beta testing, QA compliance, and maintenance.
• Manage all customer escalations from staff; ensure proper service/support, eliminating “root”
problems. Drive product usage and align product to help the account achieve their objectives.
Quarterback deployment of e-commerce/ticketing interface to meet client needs. Manage
significant e-commerce and ticketing services project deployments. Experience includes
knowledge of client ticketing practices and contract management.
• Conducted software trainings within off-site and on-site classrooms.
• Review database reporting with management for monthly financials/accounting; ensure
accuracy of all client invoices prior to billing release. Escalates identified billing issues/concerns
to management; conduct collection activities reducing receivables substantially.
• Offer solutions and recommendations for customers’ business goals and activities.
• Work closely with staffs in Ticketing Distribution Center, Ticketing Call Center, Sales and
Marketing, and Product Development.
McKesson Corp., Phoenix, AZ January, 1998 – January
2002
EDI (Electronic Data Interchange) Analyst / Software Support Analyst
Member of Support Desk team for one of the world’s largest healthcare services provider in the
world – McKesson Corporation. Member of a business unit dedicated to accelerating the
deployment and adoption of physician office and medical management solutions. Familiar with
PC/server hardware and network connectivity; extensive customer communication in interactive
information systems environment; dial-in support.
 Support the requirements of medical direct business and dealer channel.
 Troubleshoot carrier- and clearinghouse-specific errors in the electronic data transmission
process. Log and track cases.
 Assigned by business unit director, to design full marketing / promotional campaign material,
including brochure, promotional letter, and customer survey.
Mayo Clinic Arizona, Scottsdale, AZ May 1993 – September
1997
Preop ClinicTeam Leader / Software Trainer
Contributedwithinfast-paced trainingteam environment; instrumental incoordinating/ institutingtrainingneeds
withmanagement from all patient areas oftheClinic.
 Headed up training for preop clinic, organized/measured staff workflow, instituted operational
procedures in patient flow areas, wrote departmental procedural manual; designed staff
evaluation forms / practices.
13360 E. Cochise Rd.
Scottsdale, Arizona 85259
djmarnell@cox.net
602-881-5360

2. Education Bryman School Certified Medical Assistant, 1995
Liverpool High School, Diploma 1974