Responsible for driving consistency, operational efficiency, and overseeing operational needs for the North America Patient Experience team.• Coached and led a team of five direct reports and mentored others as requested, resulting in three direct reports being promoted to more senior roles (one into people-management) and one mentee into a more senior role. • Consulted globally on strategic initiatives impacting patient experience & satisfaction, improving process efficiency & design, COGS, and data analytics, including go-to-market product launches, presenting to senior and executive leadership when requested.• Served as key contact between Patient Experience and company IT teams, including serving in the organization's RPA Center of Excellence and leading PEx team to identify 15+ opportunities that could have created an estimated savings of over 20k hours/year if implemented.• Introduced global KPIs and trends to tie Patient Experience directly to Corporate OKRs, increasing the leadership team's data awareness and literacy within 4 months of implementation through consistent training and storytelling of data.• Compiled and presented data at global and regional levels. • Supported annual strategic planning of tactics and initiatives• Strong cross-collaborator with multiple departments to ensure alignment for organizational and team needs.

•Blended the US DSS Operations and Care Center (call center) Operations teams to form the PatientExperience Operations team. This required adapting my leadership style to understand three establishedemployees and integrating the individuals into a cohesive, high performing team responsible for thedocuments, systems, and data analytics used by Patient Experience.•Streamlined business process documentation and UAT training for S4 Hana conversion, successfullycompleting the department's involvement within the project timeline, and trained two employees ontesting protocols making them independent testers within the first of three testing cycles.•Played a key role in the overall strategic annual planning process by developing situational analysis to help develop strategic insights into optimizing patient support workflows.•With the Documentation Specialist, redesigned the Care Center's documentation request process toleverage Asana workflows instead of manual Excel-based tracking. This led to improved visibility intorequests, preventing duplicate requests, and allowed the Care Center leadership team to follow theoperational processes involved with new document requests and updates. The process change waspiloted over a short time and adjusted based on Care Center feedback and was widely praised due tothe increased visibility and decrease in follow-up and clarifying emails.

Helped define virtual support program in response to covid-19 pandemic, minimizing disruption to patient care throughout the US, including launching DocuSign in the US in 7 days.Collaborated with Product Development, Engineering, Planning, and IT teams on launch of new product and support offerings to streamline virtual patient support and device data capture, resulting in 90% rollout to commercial patients.Developed strong relationships with internal partners and subject matter experts. Be seen as a highly competent and collaborative DSS Operations partner who works closely with multiple teams to clearly understand business requirements and gain alignment on new initiatives

Continued leading the DSS SAP Task Force, taking point on enhancement requests, user acceptance testing, regression testing, while providing leadership to other DSSs who help support SAP CRM.Joined the project team responsible for implementing enhancements to SAP CRM in Japan. Assisted with training the Japanese team, working remotely with a US leader who was in Japan doing the in-person training. Frequently collaborated with cross-functional partners, domestically and internationally, to ensure enhancements to SAP CRM were effective.

Joined the OneTouch project team as a technical and training lead. The project streamlined SAP CRM activities for the DSS team. The project went live in mid-April 2018. In January 2018, I co-led divisional meetings and training for the DSS team. We successfully executed hands-on training sessions to prepare the DSS team for current and future clinical trials. Began chairing the DSS SAP Task Force, a group of DSS team members focused on enhancing and supporting the US and Canadian DSS teams. In October 2017, resumed SAP CRM training responsibilities and project involvement. Revamped the new DSS training curriculum, which included creating a workbook for new team members to use for their home study and field-based training. Led multiple calls with each new Device Support Specialist to explain policies and procedures, using different systems (Concur, SAP CRM, Outlook), while also teaching the basics of the DSS role.Created "Leadership Corner" a quarterly session where members of Novocure leadership joined a call with the Senior Device Support Specialists to share their stories and learnings from their career. This gave the Senior DSSs an opportunity to ask leadership, management, and career questions directly to our company's leaders. The sessions included members of Sales, Quality, Marketing/Patient Advocacy, Thought Leader Liasion, as well as the COO and Senior VP of Americas. This call received overwhelmingly positive feedback from the Senior DSS team as well as the leaders who participated. In November 2016, I led 15 sessions of foundational physics related to Novocure's device, Optune. This was done via GoToMeeting. Completed in-person field visits to observe and coach DSS team members.

In 2015, joined the SAP CRM business process team; created business process procedure documents and training materials for the DSS team• In April 2015, led the DSS Level I training held at the USOC. Collaborated with another Senior Device Support Specialist, the Director of Device Support Specialists, and the Head of Global Training to ensure the developed curriculum was appropriate for the seven employees who attended the training, as well as future Level I Device Support Specialists (DSS)• Beginning in 2013, LISA WMS (warehouse management system) liaison between the DSS field team and the corporate Operations team; responsibilities included developing and maintaining process documents and training tools for the international field team; identifying and resolving issues within the LISA WMS database in conjunction with the Operations team• All duties of the DSS position for Colorado territory

Provided leadership, training, and oversight to field team of three Device Support Specialists. Created and implemented operational policies/procedures. Worked cross-functionally to identify/resolve trending issues. Upheld performance metrics and regulatory compliance matters.Performed Device Support Specialist responsibilities for Colorado region as well.

Independent, field-based position, responsible for supporting commercial and clinical trial oncology patients utilizing the NovoTTF100A device, preceptor and mentor to the DSS team, and primary lead on group initiatives.Also includes all responsibilities of the Device Support Specialist position and performing all day-to-day operations of the Denver office. June 2012-Oct 2013: Part of the technical support team, providing phone support to all commercial patients via our 24/7 support line.September 2013 became LISA WMS local system administrator acting as a liaison between our Device Support Specialist field team, which spans Asia, North America, Europe, and the corporate Operations team. Responsibilities include creating new users, password changes, bin creation for users, developing and maintaining process documentation, and training the field team.

Independent, field- based position, responsible for supporting commercial and clinical trial oncology patients utilizing the NovoTTF device: including conducting regular patient visits to replace components, checking technical status of the equipment, reinforcing patient training, and troubleshooting problems through a well-defined procedure.​ Also included performing all day-to-day operations of the Denver office.June 2012-Oct 2013: Part of the technical support team, providing phone support to all commercial patients via our 24/7 support line.

Independent, field-based position, responsible for supporting commercial and clinical trial oncology patients utilizing the NovoTTF device: including conducting regular patient visits to replace components, checking technical status of the equipment, reinforcing patient training, and troubleshooting problems through a well-defined procedure.​ Also included performing all day-to-day operations of the Orlando office.June 2012-Oct 2013:Part of the technical support team, providing phone support to all commercial patients via our 24/7 support line.

Led team responsible for implementation, configuration, and maintenance of Deltek Vision software.Performed administrative duties including preparing correspondence, spreadsheets, and receptionist responsibilities.Performed administrative function for construction phase services on some projects. Helped assemble marketing documents and presentations.

Maintained Lotus Notes database of hardware and software license inventoryConfigured computers for new usersTroubleshot hardware, software, and network problems for end-users