Ilicenia Fray Email & Phone Number

With 20+ years of experience as an Executive Customer Success Leader, I have a proven background in building and cultivating relationships and providing solutions focused on business development. I have leveraged expertise in team leadership, conflict resolution, and problem solving. I am well versed in training, mentoring, and high-level negotiations. It is my passion to deliver services that make sense to a customer base, influencing robust organizational growth and success. Key Achievements Include: ✅ Hired into the organization as a Clinical Application Support Analyst and was recognized for continuous top performance, receiving multiple promotions, and ultimately becoming the Customer Success Executive✅ Utilize C-Suite relationships to expand reach within the client portfolio, resulting in securing $10M YTD sales, supporting YoY 3X sales growth✅ Responsible for overseeing 7 Focus Managers, establishing, and maintaining consistent communication to ensure information was accurately shared, supporting the highest level of customer support✅ Oversaw a team of upwards of 10 Clinical Support Tier I Analysts, directing the day-to-day operations and successfully delivering assistance with live calls and second-level support✅ Functioned as 1 of only a few working in the bi-lingual cue, promptly and efficiently answering 100+ calls in 10 hours, addressing and resolving all types of inquiries

Listed skills include Leadership, Career Management, Team Building, Sales Process, and 43 others.

• 

  Medhost - Customer Success And Sales Executive

  Medhost

  Feb 2020 - Present - Franklin, Tennessee, United States

  • Hired into the organization as a Clinical Application Support Analyst and was recognized for continuous top performance, receiving multiple promotions, and ultimately becoming the Customer Success Executive• Responsible for utilizing organizational assets to deliver an advanced service experience, establishing a foundation to secure business continuity, providing customers maximized operational efficiencies• Oversee a portfolio of accounts that include various corporate accounts with multiple hospitals, developing and cultivating relationships with executive leadership. • Establish collaboration and communication with each customer, maintaining compliance with governmental regulations and requirements, ensuring software alignment with new developments and changes, and delivering the most up-to-date products• Leveraged expertise to train, guide, and mentor a junior associate, assisting in achieving personal goals and organizational promotion• Participated in the organizational Hackathon in 2020 and 2021 to achieve high-quality solutions through collaboration, recognized as a participant on the company’s winning team in 2020• Negotiate, secure, and close various complex sales deals, receiving recognition with the organization’s Chief Contributor Award on multiple occasions