Product Management, Business Development, Business Operations

Responsible for 290+ cross-functional team members covering technical support, customer service, patient call center, and departmental operations for Electronic Health Record software provider.Increased CSAT top box rating of 95% and FCR of 90% by optimizing central call center through span of control changes and technology implementation, enabling the processing of 10K+ calls per week.Achieved over 20% customer self service utilization in inbound customer volume through relaunch of streamlined SalesForce web portal.Positioned team for growth by optimizing processes, including simplifying onboarding and workforce management and streamlining inbound call queues.

Created comprehensive customer support organization for Electronic Health Record start-up, designing, implementing, and growing team to support 2K+ US based customer through implementation of standard metrics and goals for all team members.Recognized as industry leader for customer satisfaction by KLAS. Won 13 Best in KLAS awards by establishing scalable customer support processes that consistently achieved customer satisfaction rating above 98% and ensuring customer access to help resources.

Joined startup company during post development growth phase and supported customer installations through system implementation and established customer satisfaction process.Established account management process for over 100 customer accounts.