Amanda Huffman Email & Phone Number

Columbus, Oh, Us

Columbus, Ohio, Us

• Manages relationships with 5 key clients, driving a total portfolio revenue of $10 million annually, with a focus on building long-term, trust-based partnerships• Increased portfolio revenue by $2 million in first 90 days through proactive relationship-building and identifying growth opportunities with existing clients• Acts as the bridge between sales and operations, driving alignment on project scope, timelines, and budgets, resulting in improved operational efficiency and faster project delivery• Oversees the management of change orders, ensuring that any modifications to contracts, timelines, or budgets are executed efficiently while maintaining alignment with client expectations• Plays a key role in maintaining on-time project delivery, overseeing logistical aspects of material shipments and supply chain coordination to ensure zero disruptions• Leads the resolution of client disputes and inquiries, acting as the primary point of contact for any issues related to project timelines, budgets, or scope changes, ensuring client concerns are addressed promptly and effectively• Orchestrates cross-functional meetings with subject-matter experts, ensuring clients receive all necessary information and guidance to make informed decisions on project direction• Drives improvements in internal processes, including quoting, contracting, invoicing and material shipments, ensuring accuracy and timely delivery to clients

New York, Us

www.womenofcustomersuccess.com

London, Gb

Columbus, Ohio, Us

• Lead project manager driving change management initiatives improving internal workflows for revenue operations customer account management team• Pilot tested new rules for routing inbound work across 18-person global team evenly and standardized routing automation in Salesforce.com• Improved first action to case open rate by 24 hours during manual pilot testing • Oversaw newly developed case queues via reports and dashboards to monitor daily workload• Developed executive data models to showcase the impact of changes & improvements for the workflow routing project• Created standardized training plan for routing inbound requests, escalations, subject matter expert products, and Tier 2/Tier 3 special handling instructions• Assisted with transition from Salesforce Classic to Salesforce Lightning

New York, Us

• Developed and executed a comprehensive success strategy to drive customer satisfaction, retention & growth• Leveraged my expertise in technology to provide strategic insights and solutions that transform systems with an eye toward efficiency and scalability• Defined the initial customer experience post-sales and drove the strategy & execution of launching Veris Health Cancer Care Platform at new customer accounts• Established and maintained relationships with key stakeholders across customer organizations, serving as a trusted advisor• Collaborated with the product & engineering teams to gather customer feedback, prioritizing feature requests & influencing product roadmap decisions• Proactively identified opportunities to increase customer performance & utilization of the platform, ensuring maximum value realization for customers• Monitored customer health metrics, identifying trends and implementing appropriate action plans to mitigate risks and drive customer success• Collaborated with marketing to design clinician & patient facing educational materials• Established a process of continuous improvement and refinement of existing tools and resources to align with the needs of the customer and commercial teams• Spearheaded the roll out of Salesforce CRM for sales & support

Los Altos, Ca, Us

• Managed Customer Experience team (21 employees) in a BPO contact center responsible for patient chart maintenance and scheduling• Designed end-to-end customer onboarding experience and playbooks in first 30 days• Partnered with the product team to develop an app-based Software as a Service (SaaS) platform• Drove customer retention process improvements via cross-functional workflow mapping & persona journeys• Collaborated with Commercial Sales & Marketing to launch first 10 contracted partnerships with renovated GTM strategy

San Jose, California, Us

• Trained a team of 4 and exceeded team & individual performance metrics• Directly managed a portfolio of 100+ projects for hospitals, clinics, and health systems in all stages of implementation• Efficiently coordinated clinical support resource plans and medical equipment logistics for hemodialysis programs• Identified KPIs for business intelligence reporting within Salesforce CRM and presented executive level reports• Developed Customer Health Scoring in partnership with Technical Support, Engineering & Sales leaders• Implemented new onboarding playbooks and developed additional customer-facing materials in partnership with Marketing

San Jose, California, Us

• Built a cross-functional end-to-end implementation process from personal idea to successful business outcome• Assisted the sales team during an unprecedented 5,000% revenue growth period (2018-2021)• Spearheaded the development of a Customer Success team becoming primary contact for customer onboarding• Expanded large IDN partnerships (HCA & CHS) with National Sales Director quarter over quarter across 96 locations• Developed the early blueprint and adoption of the first hemodialysis home patient implementations• Mapped the customer journey and reduced multiple onboarding touches• Sought out opportunities to improve training, go-live support and related customer experiences

San Jose, California, Us

• Spearheaded the expansion of the contact center from a team of 1 to a team of 9 with 100% employee retention• Transitioned to 24/7 internal/external contact center support averaging 150-200 troubleshooting calls per day• Personally created the end-to-end customer journey from installation to account maintenance• Identified and surfaced customer trends by collaborating with engineering and quality teams• Led the creation of SOPs & escalation policies for order processing, RMAs & quality control documentation• Implemented cross-functional workflows in Salesforce and led the testing and training of new processes• Partnered with the product team to introduce new features on the device (Tablo) & the Patient Portal and led software update training

Dublin, Ohio, Us

• Partnered with project & field managers to kick off and implement new partnerships/projects• Drafted scope of work (SOW) documents• Main point of contact for entire portfolio of accounts• Managed business reviews and account data analysis for approx. 100 customers

Dublin, Ohio, Us

• Managed a team of 3• Processed claims & posted a high volume of payments• Reviewed and edited claim denials, CPT updates and fee schedules via SQL queries• Performed month-end billing sequences

Downers Grove, Illinois, Us

• Managed commodity pricing for 200+ products across the east coast & central regions by updating contract pricing and baseline pricing through SAP• Partnered with Product Line Managers to forecast large raw plastic material orders and managed inter-modal communication for boat/railcar deliveries• Developed training materials and trained the Pricing team on new updates

Downers Grove, Illinois, Us

• Supported 3-5 regional inside sales leaders by building long-standing customer relationships and exceeded up-sells/renewal quotas• Processed purchase orders via phone, fax, and email for raw plastic materials (approx. 80-100 customer contacts per day)• Created new accounts through a Master Data process and managed 75 accounts within SAP and Salesforce• Partnered with purchasing, inventory control coordinators and plant managers to ensure smooth deliveries by scheduling LTL and full truckload logistics with on-site special pickups and in-house truck drivers

Ny, Ny, Us

Executed transactions promptly & accurately to respond to clients' requestsProvided troubleshooting for Android & Apple devices regarding activations, SMS, email & application supportManaged 100+ calls per day in a fast-paced heavy volume call centerAssisted with billing inquiries and reviewed call/text plan options with customersConducted monthly side-by-side quality scoring as team leadCross-sold Verizon Wireless products and services

New York, Ny, Us

Assisted customers with questions regarding Home Equity loans & lines of creditAnswered 100+ calls per day in a fast-paced heavy volume call centerDeveloped training plan and facilitated training classes for loan modifications for the National Presidential Making Homes Affordable ProgramConducted side-by-side new hire training and monthly quality scoringCross-sold Chase products and services including credit cards, assurance programs and high yield savings accounts

Bachelor Of Business Administration (B.B.A.), Health/Health Care Administration/Management

Master'S Degree (Mba), Health/Health Care Administration/Management