Cindy Guzman Email & Phone Number

United States

Serve as a first point of contact, customer advocate & liaison between internal services teams and customers to establish critical processes, standard procedures and define success criteria. Providing technical support to non technical users throughout the customer journey appropriates assessing risks and escalating issues with proper documentation and communication with ticketing systems and CRM tools. Perform QA testing, track user engagement and identify and remove blockers for success and retention.

Provided customer success, onboarding and implementation of digital health software and wearable products to new customers while delivering ongoing training and support to a portfolio of over 200 customers. Led efficient onboarding and implementation processes for customers to feel comfortable, confident and efficient using services/products daily in their journey increasing member participation and engagement. Supported product team by identifying complex issues in the implementation of new vision sensors and software.

Managed multiple EAPs, health plans and payor relationships to implement software providing solutions for clinicians through an interactive game approach maintaining regular contact and touchpoints. Applied entrepreneurial and innovative mindset to establish key relationships, proactively engage with partners to drive interest and long term partnerships while meeting designated ambitious time frames and budgets.

Contributed to the hypergrowth of a behavioral health care start-up by establishing a new market from the ground up by identifying inefficiencies, building relationships with stakeholders and improving their customer’s lifecycle. Managed a small marketing team to increase referrals with outbound campaigns, content creation, and providing direct customer support creating win/win environments for all parties involved.

Edison, New Jersey, United States

Developed and instituted a best-in-class patient experience for assessing, treating, and managing overall performance utilizing customer feedback and analyzing health data to improve baseline symptoms. Successfully coordinated and implemented an outpatient program for spinal cord injuries and chronic conditions. Collaborated with internal teams of engineers, therapists (vision, speech and occupational) and teachers to prototype a health device to implement into treatment sessions for children with rare diseases.

Provided case management services of state programs including Medicaid, CHIP, TANF, and SNAP. Conducted bilingual interviews by telephone and in person to assess the client’s needs. Determined eligibility for receipt of assistance and ensured compliance for continued assistance.

New Brunswick, New Jersey, United States

Administered pregnancy risk assessments in bilingual interviews to obtain data for improving reproductive health programs and reduce health issues among mothers and babies. Increased participation rates by motivating participants through education and increasing health awareness while maintaining mandatory state protocols.

Doctor Of Physical Therapy, Physical Therapy/Therapist

Bachelor Of Science (B.S.), Health Sciences

Bachelor Of Arts (B.A.), Psychology

Bachelor Of Arts - Ba, Psychology