Andrea Engler Email & Phone Number

Santa Monica, California, United States

Manages a team of Implementation Managers to ensure that key metrics are achieved and that customers are provided with a quality onboarding experienceSince taking the role of implementation lead in June 2019, I have led my team to achieve an average launch goal of 104% while maintaining a 4.9 customer service ratingLead the implementation team’s enterprise customer and joint customer (PatientPop and Kareo) pod. Regularly meet with cross-functional teams to make process improvements, suggest product recommendations, mitigate customer risk, and ensure that customers have an exceptional onboarding experienceRolled out a new design platform to the implementation department. Built reporting to capture key metrics, created training materials to provide knowledge, and developed collateral that includes platform updates, issues, and resolutionsPartner with sales leadership to streamline the overall sales process. Serve as a primary sales resource for account specific questions and general implementation related itemsWork closely with Account Management to ensure successful post-onboarding transitions by modifying training materials, processes, and positioningAct as the single point of contact for two PatientPop partners and work alongside the implementation team in Vietnam to ensure customer healthcare profiles remain accurateOwn the implementation department’s online booking metric and have successfully launched 91% of customers with online booking enabled since Q2 2020Successfully collaborated with Customer Experience, Operations, Finance, and Marketing to implement a new process related to unresponsive customers and pre-launch cancellation requests

Santa Monica

Promoted to Senior Implementation Manager after exceeding expectations in my performance evaluations and receiving great feedback from my peers.Exceeded increased launch goalAchieved 100% customer service ratingIncreased responsibility including additional mentoring and assisting with junior team members

Greater Los Angeles Area

Primary point of contact between clients and internal teams to ensure PatientPop websites are created and launched on time.Upsold clients by effectively communicating the importance of search engine optimization as well as the value that additional services provideMaintained a 98.75% customer service rating throughout 2018 while exceeding quarterly launch goalsWorked closely with doctors, internal designers, content managers, digital marketers, and social media managers to ensure client’s satisfaction and a timely launchMentored new hires over the last 90 days

Greater Omaha Area

Managed advertising campaigns across multiple Yahoo! and AOL platforms for large clients in the mid-market finance vertical. Created and committed insertion orders, pulled and sent reporting to advertisers, and ensured that billing and invoices were correct Built, optimized, and revised advertising campaigns and maintained an average performance rating of 99.83% in 2017Worked with account directors, account managers, and clients to ensure that campaigns ran successfully and that our clients’ key performance indicators were met

Greater Omaha Area

Created over 200 new customer accounts and maintained existing accounts. Transitioned accounts from Bing to Yahoo!’s new platform, GeminiAssisted with the development of the on-going intern program by improving tasks and structure

Greater Omaha Area

Supported sales and marketing by creating customer facing documents for RFP responses. Updated the company’s data management system Helped ensure that files were accurate and represented the company’s new brand