Alyssa Ortiz Email and Phone Number

Clinic Support and Mentorship●Ensure successful onboarding and provide ongoing support for clinics through Vetcelerator.●Act as the primary contact for clinic leaders in my portfolio, addressing current clinical issues.●Advise clinic leaders on various aspects of clinic operations and facilitate connections with Vetcelerator shared services experts.●Lead kick-off calls for onboarding into website/marketing, recruiting, HR, and financial services.●Collaborate with HR support to address present employment-related queries and issues.●Facilitate communication between Vetcelerator product teams and customers, ensuring effective interaction with support services.Webinars/Training and Communication●Host or coordinate current webinars/trainings on relevant topics.●Communicate and monitor the present value and services provided by Vetcelerator.●Regularly meet with Vetcelerator product teams to stay informed about current products and offerings.●Advocate and promote the Vetcelerator brand and services internally and externally.●Demonstrate and review current clinic data/resources with customers, identifying opportunities for additional support.●Participate in presentations to potential clients alongside the sales team.Business Oversight and Analysis●Oversee and advise on the development of current clinic KPIs and tactics for meeting those KPIs.Monitoring and Reporting on Customer Satisfaction●Provide reports/updates to Vetcelerator senior leadership on current clinic performance and issues.Work with leadership to solve high-priority issues for clients to resolve them quickly and efficiently.

●Designed, implemented, documented, and maintained a corporate implementation program by working with strategic partners to gather their onboarding requirements and success criteria.● Executed setup and training calls following the individually designed corporate programs.● Created program status reports for management and corporate stakeholders.● Analyzed, evaluated, and overcame program risk by developing program assessment protocols for evaluation and improvements.● Managed presentations, meetings, and stakeholder communication to discuss program status and goals.● Managed the progress of veterinary practices during onboarding to maintain a timeline set by stakeholders.● Assisted leadership with negotiating service/development contracts and other projects as needed.● Maintain strong customer focus while coordinating and collaborating with stakeholders, vendors, and the corporate group’s IT resources during implementation.

● Subject Matter Expert on the PetDesk platform and its applications to learning management, providing technical training, guidance, and best practices to both customers and internal teams.● Analyzed and enhanced the PetDesk implementation process, defining milestones and defining use cases for customized customer journeys.● Created and collaborated on a customer-facing knowledge base, including collateral material (i.e., videos, webinars, customer tips, digital dashboard designs, digital forms, blogs, and ROI scorecard) about the PetDesk experience.● Oversaw and enhanced a library of best practices to share with customers for clinic optimization.● Established and evolved KPIs, monitored, measured, and evaluated the training program’s effectiveness and success periodically, and reported to management.● Managed multiple organizational partners and balanced the needs of our customers with our business.

● Individual contributor role.● Maintained a book of business of 350-450 veterinary practices and worked one-on-one to develop a deep understanding of how individual practices functioned.● Developed and fostered relationships with practices.● Served as a consultant for teams on solving inefficiencies and increasing revenue.● Communicated with sales, product, engineering, technical support, and implementation teams to find custom customer solutions.● Maintained close attention to detail for administrative work and data entry in multiple software systems.● Maintained & documented an up-to-date understanding of competitors to prevent churn in the business.● Used data and observations to identify opportunities for up-sells.● Used data and observations to identify at-risk customers to minimize and prevent service cancellations.

● Responsible for solving, documenting, and implementing technical solutions for customers.● Worked with customers to understand business needs to create an internal process for generating and managing analytical solutions, which led to further projects with partners.● Created processes to handle customer documentation, leading to generating a unique source of revenue.● Worked with customers to develop and outline their UI/UX design needs and acted as a liaison to our CTO and engineering team for solution creation.● Created and implemented QA processes and testing of internal software protocols.● Coordinated and conducted all training and onboarding sessions onsite or virtually with enterprise and single-function organizations.● Managed project/software implementation schedules for multiple customer programs simultaneously.● Assisted with the product roadmap and feature request documentation.● Establish weekly and monthly reporting and analytics to demonstrate business trends and anticipate future opportunities.● Presented project reports and findings to executives, including but not limited to the CEO, COO, and CTO.● Created and documented procedures and processes for internal and external training; created and implemented testing procedures to measure training outcomes.

o Assisted in the hiring, performance corrections, reviews, and separations of technician staffo Assisted in the development and maintenance of the technician staff training manual o Actively oversees and participates in the daily work flow of the entire hospital o Proactively maintained timely and accurate communication between all departments of the hospital o Responsible for coordination of and training for new and current hospital staffo Responsible for organizing and leading monthly staff meetingso Responsible for creating standard operating procedureso Ensured that quality standards were met and hospital protocols were followed o Provided hands-on direction and assistance for technician staff, stepped in wherever needed to optimize workflow

• SME for pilot survey • Exposure to graduate thesis presentations• Brainstorm about research projects with IO graduate and undergraduate students Personal Research Interests:Work/Life Balance, Work/School Conflict for College Students, Shift Work on Sleep and Exercise Habits, Stress, Employee Engagement/Motivation, Leadership, Perceived Coworker/Organizational support, Occupational Health, Employee Health and Well-Being

Research Assistant for IO Doctoral Candidate Aug 2014 - May 2015• Literature search for measures pertaining to thesis project• Developed user friendly survey documents• Creation of survey on Qualtrics • Onsite, In person data collectionResearch Assistant for IO Doctoral Candidate Jan 2014 - May 2014• Creation of survey on Qualtrics• Assist with data collection via Mechanical Turk • Self initiated a project to outline a follow up study• Literature search • Review/edit of masters thesis paper for APA style, content, reference check Research Assistant for IO Doctoral Candidate Jan 2014-May 2014• Coded over 300 peer reviewed journal articles for larger project• Pertaining to sampling techniques and generalizability of results• Completed rater training with supervisorResearch Assistant for Social Psychology Doctoral Candidate Aug 2013- May 2014• Managed/administered undergraduate data collection sessions• Input/cleaned data in excel • Review/editing of masters thesis paper for APA style, content, reference check

• Educated and over saw patient care conducted by 3rd and 4th year veterinary students • Responsible for the care of multiple critical an non-critical patients• Able to comfortably work in a fast paced, high case load environment • Proficient in venipuncture and IVC placement for peripheral, central and arterial• Proficient in calculation, administration and maintenance of CRI’s• Proficient in administration and maintenance of transfusions of blood and non blood products• Proficient in placement and maintenance of male and female urinary catheters• Proficient in maintenance of chest tube and the different types of feeding tubes

o Shift Supervisor o Creating standard operating procedureso Directly trained and critiqued the performance of nurses o Manager and mentor for both technician and customer service representatives o Played active role in conflict resolution, discipline, accountability, and promotion throughout the team memberso Liaison between veterinary specialists and hourly employees to maintain team effectivenesso Created technician training protocol for new hires

• Cleaning and organizing data • Matched longitudinal data across three data collection points • This project resulted in the following conference presentation: Lanik, M., Dvorak, K., Dvergsdal, S., & Gibbons, A. (2014, August). Leadership Assessments: From Local to Federal Agencies. In R. O’Leary (Chair), Federal Transformation: Reforming the Federal Hiring Process with Reliable and Valid Assessments. Symposium conducted at the meeting of the American Psychological Association, Washington, DC.

o Shift supervisoro Conducted working interviews and skill level analysis on potential new hireso Assisted in facilitating the training of technician internso Lead Training Techniciano Provided leadership during chaotic situations to facilitate alignment between clients, customer service representatives, technicians, interns, and veterinarians during emergencies o Technician Anesthetist for minor and major emergency surgery o Proficient in monitoring blood/plasma transfusionso Proficient in placing and maintaining central lines

o Shift supervisoro Conducted working interviews and skill level analysis on potential new hireso Assisted in facilitating the training of technician internso Lead Training Techniciano Provide Client Education o Provided leadership during chaotic situations to facilitate alignment between clients, customer service representatives, technicians, interns, and veterinarians during emergencies

• Patient preparation: IVC placement, arterial catheter placement, veinpunctures, cystocentesis, pre, intra, and postoperative care/pain management • Anesthetic monitoring for routine procedures• Anesthetic monitoring for critical and emergency procedures• On-call anesthetist for emergency procedures• Surgical Preparation, Epidural and Sterile Technique• Drug Administration: IM, SQ, IV, • Usage of CRI infusion pumps with drugs such as Fentanyl and Lidocaine but not limited to these.• Radiology• Pharmacy• Preformed Dental Prophylaxis• Triaged hospitalized and incoming patients and treated accordingly

o Role revolved around client communicationo Responsible for cash drawer balance and preparation of nightly deposit/Key holdero Facilitated financial background checkso Reviewed and reported on our customer’s financial documentso Trained in customer conflict resolutiono Responsible for managing employee schedules