• Managed all aspects of a high-performing, diverse team of 10-15 technical support representatives, office managers, solution architects, lead support analysts, and financial product specialists.• Worked with HR to recruit, interview, and hire Tier 1, Tier 2, SOS, Enterprise, Lead and Solution Architect positions for WellSky’s Home Health and Hospice (HH&H) Technical Support team.• Collaborated across department and business lines to assist in issue resolution, feature development, product strategy, and implementation.• Developed and implemented key performance indicators (KPIs), initiatives, and processes that improve client satisfaction and retention, and overall efficiency of Support.• Provided insights into the efficiency and quality of the support organization via daily, weekly, monthly, quarterly, and annual reporting.• Worked with third-party vendors and partners regarding supporting software changes, integrations, and migrations.• Recognized twice with “Above and Beyond Award” for leading, organizing, and managing specialized, high-value projects to completion (2019, 2020).• Co-leader of the Austin Culture Club; plans, executes, and hosts various team- building and culture events for the Austin WellSky campus with a focus on employee engagement.

• Demonstrated expert product knowledge in healthcare through interactions with end users, coworkers, and employees throughout the organization.• Trained support representatives on workplace practices and technical skills needed for all levels of support.• Founded Voice of the Customer team; frequently represented Support in cross-departmental meetings.• Performed deep troubleshooting, A/B testing, and ad hoc testing for software and technical issues biweekly and as required to ensure successful sprints, and releases.

• Supported Kinnser enterprise-level services to ensure customer satisfaction.• Provided detailed answers to inquiries, resolutions, and specialized assistance for operations via telephone and email correspondence.• Escalated unresolved issues with thorough documentation while maintaining ownership of issue from origin to resolution.• Represented the Kinnser Support Team at weekly, specialized product meetings and conference calls.

• Served as last point of contact for guests with escalated complaints or issues during their stay at Hilton.• Collaborated with hotel staff, managers, and owners to provide the best customer experience possible.• Handled and resolved customer escalations to satisfaction.

• Managed a small team of sales associates, oversaw $50,000 (average) in monthly sales, and confirmed that excellent customer service was provided by staff.• Responsible for all administrative, financial, logistical, and project management tasks as sole manager of store.• Led and motivated all employees to meet and/or exceed sales quotas and personal development goals.• Acted as an account manager for all small business accounts and potential business leads.