Highlights: Have worked within multiple teams since hire creating successful implementation programs. In most recent role, have created a scalable process in Salesforce for revenue tracking; Decreased team structure while maintaining demand; Currently migrating team from Jira to ADO; $1M NRR current revenueCircle of Excellence Award Winner 2022 Duties: Creates, directs and oversees implementation and service delivery of all aspects of customer services policies, objectives, and initiatives; Evaluates issues and opportunities to drive improvements in processes, effectiveness, & scalability; Fosters a culture of coaching, development, and employee engagement that enhances the employee experience while delivering support and care to customers; Supervises each Team Manager's performance and development, with regular meetings and coaching sessions; Develops strategy for Service Delivery to lead and deploy offerings; Evaluate and create a scalable services strategy for enterprise and small/medium business customers; Reduces the cost to serve; Partners with Marketing to increase custom service offerings; Drives better sales through service offerings and increased product usage; Establishes policies and procedures that produce high quality customer service delivery, and that reflect industry best practices; Track, analyze and implement solutions for best-in-class metrics including but not limited to: Time to Value, Customer Engagement, Milestones Completed, CSAT, Cost of Services Revenue; Analyze, Create and Deploy a robust service offering menu to compliment the product tech stack; Build and run a scalable operating model in which services are delivered to customers at a rapid pace to complement their business needs; Build and maintain staffing model to scale understanding seasonality and market trends

Responsible for the strategic and operational development, continuous process improvement and delivery of monetizable customer solutions. Direct and oversees all aspects of customer service policies, objectives, and initiatives. Supervises each team member's performance and development. Collaborates with Customer Success and Support teams for increased retention. Tracks and implements solutions for best in class metrics including Time to Value, Customer Engagement, Milestones Completed, CSAT, Cost of Services Revenue, etc.

Lead Implementation Project Managers comprised of Implementation Specialist and Project Managers; Establish and maintain best practices for customer onboarding; Establish efficient and balanced work flows that maximize efficiency and produce high levels of quality support and customer satisfaction; Monitor and measure service metrics and utilize to develop standards, improvements, or changes to process; Make recommendations for changes to products or services based on customer feedback and requests; Champion opportunities to consistently improve the customer experience; Identify, create, and foster team and individual growth opportunities; Drive customer retention, reduce churn, and increase customer satisfaction, loyalty, and advocacy; Vet, hire, and dismiss employees when appropriate; Build a bridge between teams to improve internal processes, the customer experience, or foster collaborative efforts; Help map the customer journey and identify opportunities to proactively intervene on the customer’s behalf; Guide team in effective customer issues resolution and handle any escalations; Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement; Test new strategies for driving customer value; Continually review and evolve the collection of processes used to track, oversee and organize every interaction between the customer and product throughout the lifecycle; Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation / Training of Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.

Supervised office employees in daily physician practice operations; Served as direct support to clinic physicians; Prepared reports and correspondence pursuant to operations; Assisted in the monitoring of practice site revenue generation and allocation of expenses. Responsible for performance evaluations and timekeeping for practice. Lead quality initiatives and promotes employee engagement. Assured staff knowledge of compliance with all related entities.

Manage the onboarding process for new hires and interns to include pre-hire paperwork, orientation, new hire paperwork and benefits paperwork. Assist the Senior VP of HR with recruiting efforts for the Chamber.Manage performance evaluation system.Assist the Senior VP of HR with managing the benefits for all Chamber employees.Manage files, program and project information which require a high degree of confidentiality.Review, maintain, and update employee handbook.Develop department goals.Manage and process vendor billings and expense claims according to Chamber Accounting policies and procedures; resolve billing irregularities. Provide coverage and assistance at the visitor center front desk/switchboard, as needed as well as back up for accounts payable. Develop, design and manage information in spreadsheets and data base programs. Gather information to be maintained on data base programs. Generate and distribute reports from these programs. Monitor reports for quality and accuracy. Perform research and development for special projects; perform senior support functions directly related to the Human Resources department; position requires frequent interaction with Chamber staff in various departments on a variety of issues.

Helping to initiate the hiring process by identifying and screening candidates. I work closely with hiring managers to fill job openings by recruiting, screening, and interviewing potential candidates.Work closely with talent acquisition manager and hiring managersReview candidate resumes and job applications from websites and emailsSource and screen candidates via phone Administer skill assessments to candidatesConduct face to face screening interviews Schedule candidates for interviews with hiring managersSchedule drug screens and conduct background checks for candidates after offer has been madePresent job offers and coordinate start date for new hiresConduct new hire orientationsProvide reporting and regular status updates to the talent acquisition manager and other hiring managersAttend weekly recruiting meetingsCreate internal and external job postings Create and manage job descriptions to post on job boardsSchedule and attend career fairs and hiring eventsParticipate in community networking eventsProvide general human resources support

· Manages, directs, and coordinates the functions of the facility involving the directing, planning, organizing, and coordinating of administrative functions. This includes providing direct administrative support to the Leadership team.· Works closely with Human Resources Management at DMH Central Office regarding facility onboarding. Facilitates initial paperwork, training schedules, etc. for all new hires.· Plans, schedules, and conducts New Employee Orientation. Serves as a trainer for Therapeutic Options. Manages education/training files and monitors staff compliance with all training requirements per DMH and Joint Commission standards.· Provides support to Director of Nursing by completing time keeping functions for PCA/CRS staff; supports Lead CRS staff in hiring practices; serves as a resource for all staff regarding time keeping and facility practices.· Supervises Fire Prevention and Security Officers, ensuring that scheduling, training, and communication needs are met. Works closely with Triage Supervisor to improve processes between departments.· Maintains policies, rules, and regulations consistent with state and federal law pertaining to the administration of programs.· Provides direction and support to assigned staff in planning, promoting, and implementing programs/activities in accordance with agency policies and goals.TCBH Employee of the Year 2008

Ran all aspects of the clinic: scheduling, billing, new patient assessments/x-rays, therapeutic modalities, etc.