Erika Ibrahimi (Kirsch) Email & Phone Number

Denver, Co, Us

Denver, Co, Us

Denver, Colorado, United States

Denver, Colorado, United States

Managed cross-functional organizational programs and projects. Created internal efficiencies and improved the customer experience through process improvements and tooling enhancements.• Increased sales process conversion by over 4% across 11 states and increased customer NPS by 7.8 points by launching a device that allows for remote document signing. This required creating internal and external processes, collaborating with training teams, managing company communications, and working with cross-functional teams, including legal, compliance, lending operations, and sales. • Increased customer adoption of an account portal by 25% by conducting user research, identifying priority enhancements, creating engineering requirements, and monitoring trends.• Designed a tooling feature to solve for internal delays and prevent errors on loan applications. Created engineering requirements, collaborated with the design team, and managed rollout.• Increased primary organizational KPI of customer documents completed within the SLA 55% to 90%+ by conducting user research, designing a more efficient process, and implementing the proposed changes.• Reduced the number of delayed title documents by 33% by creating an analysis and reporting system, identifying a system bug, documenting impact, and managing a cross-functional resolution.• Conducted and managed a pilot project to determine Caribou’s ability to use remote signing technology throughout the loan process, resulting in a 9% increase in conversion and 27% faster funding times.• Managed project to clean up 14,000+ lines of incomplete data by identifying supporting data sources, working with third party vendors, and managing cross-functional team processes.• Reduced the number of aged, incomplete loan packets by 50% through creation of a specialized project team, team processes, and reporting systems.

Denver, Co

Team Manager, Account Manager, and Sales Associate directly overseeing six reports to make up the Client Support, Quality Assurance, Production, and Clinical Patient Education teams for Multum, Cerner’s clinical content solution. Oversee the extended Client Support team, leading two Support Analysts and 20+ Subject Matter Experts to support over 500 client accounts. • Increased support team efficiency by 50% through implementation of internal and external process changes using change management methodology. Developed and managed process change plan, including identifying key process changes, analyzing impacts and risks, defining and monitoring KPIs, communicating with impacted stakeholders, creation of appropriate collateral, and maintaining the deployment schedule. • Developed and led training for 20+ Support Analysts and Subject Matter Experts that increased client support satisfaction by 5% on support request surveys. Created training based on data insights. • Managed leadership presentations by creating data collection processes, identifying data insights, and designing data visuals. Presented to executive leadership quarterly to allow an understanding of the current health of the business.• Exceeded the support request response turnaround time targets with over 50% of service requests closed in less than 24 hours and over 75% closed in less than a week.• Delivered 95% of content packages on time and defect-free through emphasis on flawless execution strategies during the generation and testing of the 35+ pharmacy content packages and solutions produced monthly.• Developed and implemented project testing process improvements that increased communication, collaboration, and compliancy between software engineering and testing teams. Created training and collateral to coach teams through the process changes and monitored adoption.

Denver, Co

Provided consultative account management, managing over 75+ accounts worth over $5M annually. Served as the primary customer interface to global segments including electronic medical record companies, pharmacies, universities, mobile and web application companies, and drug information providers. • Developed, managed, and delivered a new sales process for Multum. Resulted in $1M+ since launching in 2016. Partnered across multiple departments to develop and implement the updated process, including legal, financial, packaging, marketing, and contracting.• Designed and completed annual Client Satisfaction Survey project. Conducted subsequent data analysis and presented insights and recommendations to leadership. Resulted in four new organization projects that increased efficiencies, improved communication processes, and added value to Multum solutions.• Managed the review and revision of commercial agreements and client deliverables. Evaluated and tracked ongoing agreements and renewals to ensure contractual compliance.• Managed over 100 client transitions to new offerings in a solution sun-setting project as part of supporting the product life cycle process.

Kansas City, Missouri Area

Reported directly to the Sr. Vice President of Strategic Business Units and CNO, supporting business operations. Planned and executed events and conferences annually for 50-100 C-suite clients to promote collaboration, continued learning, and client satisfaction. Evaluated progress on primary departmental initiatives which ensured compliance with company-wide imperatives and organizational goals set by leadership.

Kansas City, Missouri Area

Supported the needs of the Sales Events Management team with a focus on improving day-to-day operations and overall effectiveness. Evaluated existing processes and historical data and built new reports based on findings to ensure efficient, successful, and high-quality Sales Events.

Worked with the HR Compensation team to complete various projects. Responsibilities included auditing of online compensation tools, aiding managers in compensation planning, research of market pricing tools, participating in international projects, and completion of market pricing surveys.

Analytics Intern. Responsibilities included working closely with the "Search" team to complete online search-related projects, participating in weekly status meetings, and finding patterns in data to optimize websites for maximum results.

Account Management Intern. Responsibilities included collaborating with account managers regarding online advertising projects, observing weekly conference calls, participation in organization culture projects, and also administrative duties.