MedMinder manufactures smart pill devices and medication adherence solutions, as well as being a full-service pharmacy with roughly 180 employees. They focus on B2B but offer B2C as well.• Lead medical device and pharmacy support teams, which have grown from 7 to 20+ employees. Through an analytical approach, interpersonal skills, leadership, problem solving, and communication: Decreased abandon rate from 12+% on arrival to an avg 4-5%. Reduced avg response time from 24+ hours to less than 2. Reduced team attrition from 74% the previous year to 0% my first year.• Moved teams from multiple non-connected systems and spreadsheet-based work to Salesforce cases, email-to-case, and chat to allow for scalability.• Manage and implement all call center operations. Create and manage KPIs, dashboards, ELT reporting, training materials, continuous process improvement, employee management, coaching, and planning. • Project managed move to Vonage Contact Center and integration with Salesforce. In 2024 Managed project to migrate entire business and call center phone system to Voxo (implemented call center without the need to utilize consultants). Currently working on a project to move CRM.• I act as BA interpreting the needs of the business into actionable large and small projects. Requirements gathering through carding out with the development team, as well as attend daily standups and sprint planning meetings.• Helped develop the company’s FDA compliance for device complaint resolution processes and procedures.

Forrester is a technology research, consulting, and events company that focuses on B2B with roughly 2000 employees.• Started on a team of 5 that grew to 50+ agents and reported to the VP of Customer Success. Collaboratively led all customer service/experience activities/operations. Hired, managed, and developed local, remote, global, and outsourced teams. Liaised between the project management and development teams during new initiative launches.• Transformed 3 separate service teams to one larger team to improve client experience.• Part of the team that migrated from Siebel to Salesforce, then later revamp Salesforce to reduce technical debt.• Designed and facilitated comprehensive training programs that empowered team members with additional skills.

Served in a variety of different roles, supporting customer-facing activities that included quality, marketing, and customer service initiatives. • Effectively beta tested all major site releases. Constructed regression testing spreadsheets that improved quality.• Quickly understood and root caused customer issues/complaints. Reduced the turnaround time to solve issues.• Managed company’s relationship with 20k+ affiliates through LinkShare.

. Managed client financial data requests and challenges . Billing and credits for client accounts . New sales and current account maintenance *Promoted to work on the vendor client support team

. Managed client failing trades through final settlement. Specialist in International/local market practices. Client service liaison between BBH internal clients and sub-custodians. Daily reconciliation of BBH’s Euroclear omnibus account. Maintenance of procedure manuals