Debi Kahn Email & Phone Number

NKDO is the premier living kidney donor advocacy organization in the country.As a Living Kidney Donor Mentor, I speak to potential kidney donors and guide them throughout the process for donation, but never dispense medical advice. I can only speak of experiences I had or of those I've heard from other living donors, always referring back to medical.

Carlstadt, NJ

• Reduced project costs by $2.6 million by re-engineering global project implementation workflows in ServiceNow with silo groups of engineers to be used for metrics to measure performance.
• Global Operations Integration Project; Combined Operations teams from 2 divisions, then separated by Logical or Physical work. Physical tasks executed by a smaller team onsite and logical tasks executed by a global.
• Created Project Implementation Workflow Templates in ServiceNow to save time, money and utilize more efficient, repeatable processes. Lead teams of Project Managers, Engineers and Product Managers.

Carlstadt, NJ

• Owner of the end-to-end client experience. Accountable for client satisfaction. Ensured contract terms met and tried to exceed client expectations. Managed a group of clients ranging from $1K – $1.5M/month for a total.
• Churn Management: Identified areas of risk and took action to prevent customer churn; Organized revenue planning for each client; prepared various reports on churn and presented to management.
• Service: Ensured that all issues were responded to immediately and that they were resolved within the guidelines; Managed chronic issues to resolution; Primary escalation point, 24/7.
• Sales/Renewals: Participated in securing renewals for expiring contracts; Collaborated with sales in preparation and execution of renewal strategy and associated tasks; Identified sales opportunities in client accounts.
• Account Planning: Provided a comprehensive assessment of each account in administration, service, value, relationship, sales and churn management to be reviewed with Management quarterly.
• Contract Management: Ensured conformity to the contract; identified incidents where contractual Service Level Agreements (SLAs) were missed and took necessary actions.

Carlstadt, NJ

Responsible for customer satisfaction for contracted services as the liaison between technical teams in both organizations. Coordinated upgrades with client and sales team. First point of client escalation 24/7.

Carlstadt, New Jersey, United States

• Planned and executed 20 nationwide customer events annually. Customers included all lines of business.
• Implemented/Conducted Monthly Customer Board Meetings with sales (lead & plan - catering, documents, agendas, and minutes) to plan general quarterly meeting agendas for customers.
• Select and contract with speakers that align with company’s messages and customer requests by interfacing with sales, product management and Customer Board of Directors.
• Create event documents and review presentations to ensure no competitive material included.
• Create, distribute and manage invitations/RSVPs and coordinate with the site for day of necessities.
• Direct and lead all Customer User Group meetings/events, including working with/hosting all presenters.

Carlstadt, NJ

• Promoted from North American Customer Service Manager (started in May 2000 – Comdisco) Multitask at high level: Project Manager, Corporate Trainer/Developer, and Event Planner.
• Managed/Implemented all Customer Service Transition Projects to merge 2 separate organizations.
• Project Manager for Corporate Customer Relationship Management Training: developed curriculum, created course materials, taught/lead/facilitated classes nationally.
• Supervised a group of Service Excellence Program Managers who provided customer service programs, leadership, processes and mentoring to the 1500 staff members nationwide.
• Planned and executed 4 Customer Events annually; managed 12 events executed by my team.
• Maintained the Customer Recovery Services Portal and Online User’s Guide for content and enhancements.

Carlstadt, New Jersey, United States

• Promoted: Account Support Representative, Senior Account Representative, and Group Leader.Spearheaded the relationship management of 150+ customers including Fortune 50 companies in finance, pharmaceuticals.
• Managed the “Testing Life Cycle” for each customer; prepared test plans for the customer and internal technical staff to configure hot site, conduct pre- and post-test conference calls, supported customers during their.
• Hosted pre-sale visits & tours of the entire recovery facility to assist sales close deals and client technical meetings and new customer orientations to onboard customers to get them comfortable and feel welcomed.

Newark, New Jersey, United States

• MANAGER, VAX TECH SUPPORT/ORACLE DATABASE SYSTEMS
• Responsible for maintaining 29 networked VAX/Alpha machines nationwide, which supported 1200 users for Office Automation and Database applications
• Managed a staff of 3 System Managers and 3 Oracle Database Administrators
• Managed all customer support both internal and external

• SYSTEMS MANAGER
• Responsible for all software/hardware for HMC's VAXes including tuning, upgrades, installation, evaluation and user support
• Managed HMC's $2m computer budget
• Negotiated and contracted with vendors to provide insurance for technical equipment, hardware maintenance, software maintenance, and UNIX training
• Back-up the DBA for ORACLE database

Cambridge, Massachusetts, United States

• SUPERVISOR, VAX SYSTEMS SUPPORT
• Promoted from Technical Representative; responsible for staff training, client support and 18 branch office systems support
• Coordinated all software upgrades and installations of VMS, ORACLE, and PROJECT/2, as well as hardware installations and testing for clients
• Developed, customized and delivered courses on the VMS operating system for customers
• Assist sales force through sales cycle and prepare complete systems for sales demonstrations

Bscs, Computer Science

Hs Diploma