•Manage strategic accounts by assessing clinic workflows and identifying areas of operational efficiencies in order to facilitate a more seamless and effective ordering process for doctors and clinical staff •Collaborate with cross-functional teams including clinical account executives and program managers to ensure a positive customer experience during system integrations, product updates and initiatives•Generate and analyze Looker reports regarding key performance indicators including order and inquiry volumes to determine the health of an account and areas for workflow optimization, including EMR integration and billing solutions such as CoverMyTest

•Provided superior customer service to patients, physicians and women’s health clinics by resolving a high volume of product and service inquiries through phone, email and live chat•Developed and taught customer service training protocols for support applications, billing procedures and clinic outreach to ensure newly hired Client Services Associates learned industry best practices•Analyzed Salesforce metrics to identify trends in customer inquiries to enhance Counsyl’s communication strategies and improve patient understanding of the genetic screening process in order to reduce inquiry volume and increase overall patient satisfaction•Gathered and presented patient and clinic feedback on recent product and service initiatives to fellow Client Services Advisory Board members including marketing, engineering and product development teams and provided recommendations for ways in which Counsyl could more clearly communicate new updates to price estimates, prior authorizations and partner screening with patients, physicians and clinics

• Fostered customer success by leading demos for new users and maintained long-term relationships through technical client support, regular follow-ups, and promotion of new product features • Developed process documentation for customer support inquiries including frequently asked questions, onboarding policies and procedures to ensure customers’ concerns were answered in an accurate and timely manner• Analyzed client feedback in order to create a customer help center with an easy to navigate library of guides so as to provide customers with additional tools and resources to increase customer satisfaction and adoption rate• Led various forms of client engagements, including phone interviews and surveys, in order to identify product features which would encourage early adoption of new health services

• Produced and analyzed clients’ financial statements to identify hedge fund and mutual fund profit and loss as well as provided market resources conveying industry projections for clients’ current fund and possible alternative investments • Developed monthly reports in order to assess clients’ net asset value and report balances to ensure each client and fund was in compliance with SEC regulations• Maintained capital activity reports for clients in order to provide accurate tracking of subscription and withdrawal payments

• Translated and recorded limited partners’ account information to ensure timely and accurate distribution of investor’s dividends• Reviewed proposed business plans to determine potential investment opportunities in the fields of Digital, Life Sciences, and Greentech • Supervised reception area by being the point of contact to international and high profile clientele while providing professional and efficient communication between partners, staff, and clients• Managed office facilities and maintenance issues by collaborating with landlord, vendors, and staff

• Managed sponsors’ donations for the annual black tie gala event team• Collaborated with various agencies in order to assist and advise patients on services offered • Created informational and marketing literature for regional fundraising events

• Conducted client outreach to invite and encourage their participation in upcoming events• Analyzed a portfolio consisting of over 500 stocks in order to produce a list of the high yielding stocks• Collaborated with financial advisors regarding mutual funds, IRAs, and portfolios• Managed a financial advisor’s potential client database to assist in obtaining new client accounts

• Organized volunteer opportunities for community wide events incorporating 130 fraternity members• Built and maintained relations with local businesses and nonprofit organizations to provide future community service opportunities