April Yoder Email & Phone Number

I joined Health Language, a small entrepreneurial company, to build and cultivate a professional services team that provided a suite of client services for both SaaS and on-premise software products. Building the team from the ground up, I created the implementation programs and related services, provided a suite of clinical and technical consulting services, and ensured the client had the appropriate on-going support services. In addition, I also implemented the on-going account management/customer success programs that would drive long-term client relationships as well as long-term client retention. Health Language clients included some of the top payors, hospitals and research centers, EMR and other vendors, and included the governments of the U.S., U.K and Australia. After building, supervising, retaining and mentoring a 35+member team that included members from the U.S., U.K. and India, I worked as part of the Executive Team in ensuring a smooth transition and acquisition of Health Language to Wolters Kluwer. As part of the Wolters Kluwer team, I continued my leadership and expanded my role by leading efforts to enhance brand value, improve marketing, identify new opportunities, and increase sales. Notable Contributions:• Grew customer base from 32 clients in 2010 to 250+ clients in 2017; collaborated with executive team to drive year over year strong double digit revenue and margin growth. • Built and maintained the account management programs that maintained 92% retention of existing clients. • Created new programs for provider, payer, vendor, and government markets, which enabled sales team to significantly expand solution focused selling efforts. • Implemented Ritz-Carlton Gold Standard service to generate organic growth, and established customer-centric WOW Committees focused on enhancing customer service and NPS satisfaction ratings.

Greater Denver Area

As part of my role at DISH, my focus was to direct, plan and manage vital data projects that would improve the delivery of programming services to DISH’s 13+ million subscribers. My client focus was not only dedicated to the end subscribers but included working very closely with the VP of Customer Service in support of the many customer service agents. My passion for leading teams included the opportunity to lead a 60+ member team of onshore and off-shore resources including project managers, analysts, developers, and testers. I reported to CFO and to VP of Data Architecture serving as a liaison with customer care, programming, and marketing to ensure smooth project implementations. I also administered project budgets and worked closely managing vendor relations and contract negotiations. Notable Contributions: • Led 2-year $28M business-critical project to consolidate 6 legacy product and promotional databases into 1 object oriented database management system, which reduced time-to-market for products & promotions by 50%. • Initiated company’s first-ever integration of Service Oriented Architecture by standardizing product and promotional objects used by 10+ internal applications.• Improved release processes, stabilized internal project procedures, and provided best practices for project management teams for managing change within requirements and project deliverables.

At Jones I began as a CSR, establishing my roots for quality customer service. Because of my client expertise, I quickly moved into a business unit, Jones Cyber Solutions (JCS), dedicated to building a CRM platform that would serve not only the cable business but also served as a platform for managing phone and internet service. Our clients were mostly outside of the U.S. where I managed project teams in the Netherlands, Brazil, France and Australia. I worked with my project teams in being the voice of the client representing the requirements and ensuring the implementation of the software met their needs. I provided training and conversion expertise providing the plans and implementation expertise necessary to convert the old platform data into the new JCS software platform. After finishing these international customer implementations, I continued to provide client management for other Jones companies including the education and radio divisions. Notable Contributions: • Reduced annual admissions costs by $750K, increased admissions by 10%, and decreased student cancellations by 5% by leading Jones International University admission systems project, which delivered new, streamlined experience for students. • Created and maintained high quality service delivery that provided implementation projects that delivered on time and within scope meeting client expectations and commitments.• Generated additional revenue by identifying new business opportunities through market research; created quick-to-market strategies and reusable product enhancements. • Managed Australian cable/phone/internet $25m project that included developing processes and procedures for conversion of legacy system data to JCS customer care software and Arbor B/P billing software; facilitated smooth transition to new software.