Berke Bilbay Email & Phone Number

Columbia, Md

Columbia, Md

Manage the reporting and analytics department (20+ employees) for major healthcare market research firm with over 1,000 clients, varying sizes from Fortune 500 companies to stand-alone healthcare facilities. Successfully decreased the department budget for 3 consecutive years through changes in business processes, product re-design, report automation, and an emphasis on personal accountability.Lead cross-functional team in the design and development of an online business intelligence platform for reporting customer satisfaction and employee engagement data. The platform will host over 20,000 users across 1,000+ organizations.Design reports with a focus on storytelling and data visualizations combining data from multiple sources to highlight the most important trends for C-Suite and key decision makers. Govern the rules and creation of benchmarking across 50+ survey products.Educate clients and colleagues on analysis and application of market research data.Manage customer relationships for high visibility projects and present survey results to high-level executives, marketing, HR, and quality improvement departments.Work with data collection departments to analyze the operational metrics and improve response rates and turnaround times for HealthStream’s survey platforms.Designed new customer experience survey products that focused on data collection through eSurvey & SMS.Designed and implemented a goal setting methodology for customer satisfaction and employee engagement surveys. The methodology utilized improvement data across thousands of organizations and provided benchmarks for standard, aggressive and stretch goals. Participate in executive leadership committees of HealthStream with specific focus on redesigning company policies and advancing the learning culture throughout the organization. Collaborate with project management and operations in determining scope and setting milestones for large custom survey research projects.

Md

Worked as the lead Product Manager for all survey products that represented the largest revenue for HealthStream across all its divisions.Created and implemented strategic plan to redesign all survey products, aligning them with national initiates in healthcare. The newly designed products with unique branding were instrumental in differentiating HealthStream and doubling market share for customer satisfaction surveys.Designed and served as the product owner the company’s first integrated online reporting platform. The platform served over 500 clients with standard, ad-hoc, and scheduled reporting functionality. The platform allowed clients to easily track results for their customer satisfaction surveys, provide comparisons to benchmarks, and identify key opportunities through a priority analysis algorithm.Built a syndicated report product using publicly available data on patient satisfaction surveys and clinical outcomes. The reports provided detailed benchmarking on peers as well as comparisons to local competitors. Managed the integration of survey design and reporting during the merger of two leading healthcare market research organizations. Created a marketing program that targeted low performing organizations through the use of publicly available data. Built an activity-based pricing model for HealthStream’s survey products that attributed the exact usage of resources for different surveys, methodologies, and deliverables.Supported Request for Proposal (RFP) processes and participated in key business development opportunities.

Md

Managed three departments with 25 total employees. Was responsible for the accurate and timely delivery of all client reports and cross tabulations for market survey projects.Decreased the department budget by 40% through automation and empowering junior level analysts to take on larger parts of client projects.Designed a brand equity model for consumer research to assist organizations measure and understand the relationships between brand awareness, image, customer preference and loyalty.Lead thought leadership for the organization through data analysis, research papers, and reliability/validity testing of surveys.Created national and peer benchmarks that provided clients with reliable comparisons to set goals and improve outcomes.

Managed five research analysts that conducted analysis and produced reports for customer satisfaction, employee engagement, and consumer insight survey projects.

Conducted statistical analysis and produced reports for customer satisfaction, employee engagement, and consumer insight survey projects.

Villanova, Pa

Assisted faculty members with data collection and statistical analysis for academic research projects.

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor Of Arts - Ba, Political Science & International Relations