Cross-functional team leadership for all Medsphere customer support.Perform analysis of KPIs (NPS, CSAT, etc.) as well as other metrics to forecast renewals and mitigate risk for the portfolio of customers company wide.Create processes that reduce churn and increase revenue.Meet with customer leadership to ensure the voice of the customer is being heard.Review tickets often with team leaders to help identify trends.Mentor managers to improve customer and employee satisfaction.

Oversaw the Ambulatory Customer Reference and Recovery Processes for 250+ customers minimizing risk and improving satisfaction.Acted as escalation point for any customer conflicts or technical issues, including all after-hours escalation calls for all Ambulatory customers. Coordinated contract change negotiations and Renewals for all Ambulatory customers.Partnered with Sales to identify upsell opportunities on all existing customers.Utilized NetSuite CRM and PowerBI to create reports for tracking and improving team KPIs.Ongoing leadership and development of the Customer Care team’s professional skills through mentoring and training.Had ownership and managed Mass Customer Messaging for all Inpatient and Ambulatory customers.Owned the Escalation and Bug Tracking process for Ambulatory products, including running Weekly Interdepartmental Escalation meeting.

Oversaw the day-to-day operations of the Tier I team, covering both inpatient and ambulatory customers. Ensured productivity of agents and assisted Manager of Customer Care with special projects. Responsible for the creation of knowledge base articles. Conducted team trainings. Managed the resolution of escalated cases.

Provided phone, email and chat technical support of healthcare enterprise and clinical software applications, as well as ensured client satisfaction of products, services, and features.

Resolved incidents and requests through calls and emails using ServiceNow for Intermountain Healthcare staff. 1 of 2 people responsible for assisting with overnight issues for all hospitals and clinics. Troubleshooting required high degree of accuracy and speed to make sure sensitive issues were resolved appropriately.

Handled calls for the staff of the United States Department of Veteran's Affairs. Primarily responsible for guiding hospital staff with issues in the Learning Management System. Additional troubleshooting also included use of Active Directory, VPN connectivity and general pc issues.

Installed, repaired and maintained networks at customer sites, from modems/routers and PCs to FTTN, and punch-down block installations.

Provided technical support on inbound calls for DSL and phone customers. Worked to resolve trouble tickets. Part of an original 6-person Assist Queue created to assist other agents. Mentored and instructed other agents on a one-on-one basis, provided training sessions to new teams.