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As the Director of Customer Solutions at Relogix, I have the privilege of overseeing our Technical Support, Implementation & Customer Success Teams. These teams work together to provide a comprehensive solution to our customers, ensuring their satisfaction at every stage of their journey with us.

Owns the end to end delivery of all Relogix customer deployment projects and ensures the Customer Support team provides next level customer experience by focusing on operational excellence, teamwork and inspiring a vision for continuous improvement. Implementation Management• Ensure all team targets are met and or exceeded including quality standards and on-time and on-budget deliveries.• Provide leadership and support throughout the sales cycle through scoping and approval of engagements, prospect meetings and solution reviews. • Manage and implement process improvements and SOP’s. • Manage executive level customer relationships. • Manage project staffing and resource management on all implementation engagements. • Develop and execute strategic initiatives to constantly improve the customer experience and our overall quality of implementations and support. Support Management• Ensure adherence to the highest standards in all deliverables and contribute to the enhancement of quality standards.• Develop processes, tools, training and methods of communication based on best practices and innovative solutions to improve customer satisfaction and retention and increase stakeholder enablement and action.• Set service level standards for customer issue resolutions while monitoring service offerings to ensure the resolution of issues meet and exceed customer expectations. Ensure we are delivering to or exceeding our SLA commitments.• Define, track and report on KPI to determine support effectiveness and efficiency. Supply Chain & Inventory• Manage all aspects of the supply chain for inventory management.• Manage hardware team and ensure quality controls in hardware build and execution.Team Engagement & Management• Hire, train and manage a team of new and experienced resources to ensure all projects are executed efficiently and effectively.• Provide coaching and mentoring to team members that improve performance and drive their career development.

Accountable for leading our remote Integration and Product Support teams, ensuring quick collaboration and resolution on client cases with a focus on driving timely communication, quality documentation, root cause and overall satisfaction. Through leadership of the Integration and Product Support teams, I am accountable for ensuring that we are achieving business KPIs aligned with all support levels. Additionally, I am responsible for roll out and execution of initiatives that are determined to be the standard of quality for Phreesia Support. As a Senior Manager of Support I also work directly with our customers and multiple Phreesia internal teams to present new processes, analysis and address escalations. • Manage, maintain and lead a remote, high performing collaborative support team by meeting key KPI’s, objectives and customer support initiatives • Coach and mentor both early career and tenured support agents using best practice troubleshooting methodologies • Recognize and address gaps in performance through regular coaching and constructive feedback to ensure team alignment with support organization objectives • Responsible for managing current support processes and objectives and holding support team members accountable for following these processes • Work with support leadership to ensure overall support health KPI’s are meeting expectations and resulting in a collaborative customer support experience • Identify areas of improvement within the current collaborative support model and work with peers, operations and business systems teams to drive the recommended improvements • Constructively address enterprise client concerns and feedback related to customer support/technical issues. This may require preparing and presenting a case analysis tailored to the client's feedback/concerns

Responsible for managing multiple EMR market segments and their corresponding books of business’ within through a 1:Many strategy. I developed and executed business plans and responsible for the growth and retention of client business within the markets.• Recruit, manage, develop and lead our highly collaborative and customer-focused team.• Define and execute our Customer Success strategy as we continue to scale the organization.• Drive the strategic direction of customer support and account management. Responsible for measuring, assessing and growing the organization to support a world class customer experience.• Drive revenue retention through successful use of Phreesia solutions.•Work closely with large clients to understand the value Phreesia can bring to their organization, while conveying the ideal patient and staff experiences •Proactively identify clients at risk and oversee optimization projects while serving as the leadership point of contact for the client •Determine new use cases for existing Phreesia products and offer recommendations to clients • Prevent churn and execute specific initiatives designed to maximize business value for our clients.• Build and maintain relationships with Implementation, Deployment, Development, Product, Business Development, Support, Sales and Marketing teams to understand client goals and ensure quality of product configuration for clients and drive product improvements.• Create documentation as well as incorporate new functionality best practices.• Build and drive follow-up process in response to customer feedback to make our customers more successful.•Ensure overall satisfaction and engagement for Phreesia's clients •Communicate effectively at all levels •Measure team and individual performance metrics, noting key gaps and develop plan to mitigate gaps •Grow and develop your team into future leaders

Accountable for leading our L1 support team. Responsible for ensuring quick escalation or resolution of client cases with a focus on driving timely communication, overall satisfaction, root cause, and quality documentation. I was accountable for ensuring that we are achieving our business KPIs and for rolling out and execute on initiatives that are determined to be the standard of quality for Phreesia Support.• Coach/Mentor Technical Associates with best practice troubleshooting and other key elements of the client support experience.• Manage the performance of the team and individual contributors.• Lead routine meetings to ensure cohesive alignment with organizational objectives.• Develop training content and measurements of success for new hires.• Collaborate with the rest of the leadership team and support members on an ongoing basis to ensure regular completion of training programs to aid in achieving their personal improvement objectives.

Responsible for being the technical escalation point of contact for our clients. I would work with practices to resolve routine and advanced technical issues along with identify root cause and documenting the solutions in a Phreesia knowledge base.• Provide technical support to all Phreesia medical offices and hospitals.• Troubleshoot a wide variety of technical issues ranging from networking, integrations and our applications. • Responsible for ongoing training of practice staff and internal teams to address skill deficits and to support the release of new features. • Install and support integrations between Phreesia's application and 3rd party EMR products.• Research data logs and errors in SQL in an attempt to reproduce, recreate and resolve issues. • Provide input and feedback to our Development Team, through the Product Management group relating to improvements to product performance and/or feature enhancements. • Document technical issues in Phreesia's CRM.• Communicate with customers on a wide variety of technical issues to ensure that the customer is kept informed on the progress of their case. • Work with our account management, sales and implementation teams to see how our clients Phreesia experience can be enhanced.• Reproduce issues and provide detailed reporting on steps. • Provide on-call support overnight and on weekends.

Subject matter expert for the first level of technical, configuration, product usage and account administration support for medical offices using Phreesia. As the initial point of inbound support, I was responsible for providing an excellent level of customer service while effectively troubleshooting and resolving technical and usage problems and escalating issues as required.• Provide ongoing support and training for new practice staff as well as product demos to internal interview candidates.• Perform workflow consultations, custom Phreesia interview builds (utilizing complex expression logic), and custom html/pdf documents to meet a practices specific needs.• Implement any regular account modifications as requested by the customer.• Support the roll out of new product initiatives to Phreesia’s existing customers.• Input and maintain the Phreesia CRM (Zendesk, Freshdesk & Salesforce) with up to date communications, conversations and correspondence with physicians and their personnel.• Collaborate within a specialty teams of Phreesia employees from various performance teams (sales, implementation, marketing, technical support etc.) to establish initiatives to optimize current account utilization, increase customer retention and prevent revenue churn in the EMR market.• Field and respond to incoming calls and e-mails.• Provide L1 & L1.5 Technical Support to all Phreesia Customers and triaged all L2 requests.• Investigate & troubleshoot a wide variety of technical issues ranging from networking, integrations and our application.• Work with many softwares and integrations such as Salesforce, MetaAdmin, Zendesk, Freshdesk, eMDs, Allscripts, Greenway, GE, Athena, NextGen, eClinical, Amazing Charts, Confluence and Qlik.

•Maintain courteous customer service at all times while monitoring a smooth flow of members throughout the facility•Uphold superior facility cleanliness, organization and administrative tasks•Responsible for accurately inputting, extracting and verifying data•Provide customer service support to the organization by obtaining, analyzing and verifying the information in a timely manner•Effectively handle inquiries and provide successful and appropriate problem solving•Utilize knowledge of the City of Ottawa policies and regulations to ensure proper and professional services

•Coordination and supervision of large and diverse customer bases•Continuously evaluating and ensuring safe and clean skating environment•Adhering to a variety of customer relations•Abiding by and consistently gauging risk-management procedures and City of Ottawa Policies at all times•Inputting data, cash handling and sustaining a superior office environment•Nightly administrative tasks and reporting

An e-commerce business that designs, creates and sells athletic products to consumers all over the United States via the Amazon and Shopify platform. These advanced products inspire athletes take their sport to the next level and to succeed their goals.• Entrepreneur of an e-commerce business that builds a profit by selling our own brand of physical products by leveraging the power of e-commerce platforms.• Work with software companies that develops solutions for internet marketing.• Perform keyword optimization specifically with Google Ad Words.• Run advertisements and promotions across all social media and SEOs (ie. Facebook, Instagram, Pinterest, Google, Amazon etc.).• Write press releases, blogs and promotions, provide above and beyond customer support.• Conduct product and manufacturer research and tests across multiple internet platform.

Verifying and accurately inputting patient information in EMRs, conducting clinical research and screeners, producing research reports, greeting and helping patients, inbound phone and email assistance, arranging meetings, filing documents, stocking supplies.

•Greeting and assisting patients in a friendly and orderly manner•Meeting patient’s inquiries to the highest degree of profession •Verifying and accurately inputting data with strong attentiveness to all details•Producing research reports for Doctors and other medical professionals•Performing a variety of administrative tasks such as filing, photocopying, stocking supplies, answering phones, equipment sanitization and other maintenance tasks

•Thoroughly check fluid and tire levels in vehicles and adhere to any requirements•Correctly installing and rotating tires under tight deadlines•Responsible for booking clients and providing exceptional customer service•Provided thorough and detailed reporting to customers regarding their vehicle maintenance