• Account Support with corporate level clients – brand management, site maintenance, solutions specialist• Conduct regular check-point reviews by utilizing reporting tools to track account growth/usage, to identify trends and opportunities• Present webinars to introduce and educate on new and/or current platforms to optimize usage• Subject Matter Expert (SME) on site and product capabilities• Troubleshoot site issues to determine nature and scope, to be presented in clear concise communication to the system development team• UAT test code deploys; for both enhancements and hot-fixes• Oversees a team of 10, with 6 direct reports• Collaborates with the entire team to achieve both business goals and employees’ personal goals while developing the individuals’ professional growth.• Coordinates directly with other department leads to identify gaps and collaborate on seeking solutions, to allow for cohesive operations between my department and other departments.

• Departmental Team Lead• Led onboard training with new hires• Subject Matter Expert (SME) in multiple platforms as well as in processes and project management• Provided Interim Account Management support while the position was in the process of being back filled.• Project management in template projects, from one-offs to site re-brands.

• Meets multiple priorities in a demanding and deadline-oriented environment• Works independently with self initiative to complete daily tasks• Proactively seeks solutions and issue resolution inter-departmentally and externally.• Responds to phone calls and email inquiries with expediency to ensure client satisfaction and efficient internal communication.• Builds relationships with clients• Effectively documents, organizes, and communicates client needs and expectations to facilitate the assigned department's ability to successfully formulate detailed project plans.• Makes recommendations for the scope, tasks, goals and execution of client projects.• Manages Projects • Recognizes Growth Opportunities and presents to management• Reporting• Provides user training through webinars or gotomeetings

Answered calls, chats, and emails in a contact center environment. Handled moderately complex or escalated issues while delivering a great client experience. Handled escalated issues by successfully navigating the organization to resolve customer requests. Ensured all actions are resolved to the client’s satisfaction

Assisted admitting patients with completing admissions paperwork, processed insurance benefits, led facility tours, fielded admission calls on multi-line phones.