Judi by AG Mednet is the collaboration platform for clinical trials workflows, streamlining the process and empowering the whole ecosystem bringing new therapies to patients faster. Judi's cloud based solutions platform supports trial sites, sponsors, Clinical Research Organizations, and other partners on a range of workflows specific to clinical trial management. Responsible for leading efforts in developing and implementing world-class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support in a 24x7x365 SaaS environment. This includes providing leadership to the team's technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and development of support staff, and guiding and exceeding team metrics.Come and join us!

Healthcare IT project. Proud to be working with a former customer, whose excellence in care is demonstrated through innovation, compassion and consistently providing the highest quality of care.

The Casamba division I worked for (formerly HealthWyse) is a national provider of enterprise healthcare software and services to the home health, hospice and private duty marketplace. My team and I supported an Electronic Medical Records solution that agencies use from patient intake through point of care to final billing.Led a multi-tiered support team comprised of financial experts, clinical support specialists, and technical support engineers.Worked together with our Product, QA and Development teams to continuously improve our software. Worked closely with our Customer Success Managers to improve and retain our business relationships with our customers.Set up KPIs and metrics to track team goals and customer satisfaction. Led our Net Promoter Score customer surveys and provided results and feedback to the rest of the company.

Maxwell Health is a technology platform and innovative marketplace solution that makes benefits and HR simple. Maxwell streamlines the administration of benefits, human resources, and payroll for HR administrators, and its beautiful, modern experience makes it easy for employees to choose and use their benefits, helping them achieve better health and financial security. Leading benefits advisors and insurance carriers partner with Maxwell to deliver a state-of-the-art benefits and HR experience for small-to-mid-size employers and their employees. Directed and mentored teams of Customer Support Specialists and Product Trainers, positively impacting our customers' success. Developed and executed a Customer Support Strategic plan, growing the Customer Support and Customer Training teams responsibly as the customer base grew rapidly. Defined Service Level Agreements and implemented processes and monitoring to ensure the teams met the agreed upon SLAs. Outsourced aspects of Support to an outsourced contact center. Partnered with key members of the engineering, product management, account management and customer success teams to influence product direction and improve our products and services.

Managed three teams, including Operations, Fulfillment and Customer Service. We were responsible for our customers success from the moment they signed up with Leaf. Our full mission was to help SMBs succeed using their business data and providing the tools that simplified their operations. We succeeded because we listened to our customers. At Leaf, we constantly circled back to our merchants, resellers, and app developers, put our heads together, and figured out ways to make the Leaf ecosystem even stronger—whether that involved changes to our tablet software, new apps for the marketplace, or enhancements to customer care and training.

Managed ten direct reports, including 5 full-time tech support engineers, 1 web/production assistant, 2 software developers and 2 quality assurance engineers. Together we supported the premier provider of Software as a Service Applications, Web Surveys, and National Exam Management software for a wide array of education institutions and health professions associations. Our software products, process management and consulting services allowed our clients to effectively transform the way they interact with applicants, students, admissions officers, and pre-health profession advisors. Through innovative software, exemplary customer service and detail-driven process management, we relieved clients of burdensome and costly in-house solutions for their information technology and operations needs.

Directed all post-sales functions at Basho Technologies, a sales analytics company. This included recruiting, training and coaching the customer support team, the account consulting team and the sales prospecting team.Led a research service for clients that allowed them to quadruple their sales prospecting results.Established and maintained key relationships with multiple Basho line managers, including those from Product Management, Marketing, Engineering and Consulting/Training. This allowed for creating processes across the company to improve Basho’s software, training, delivery and overall quality of services.Created, reviewed and extended post-sales and technical support processes, resulting in more efficient operations. Developed metrics, training curricula, on-boarding practices, systems, collateral, toolkits, and knowledge repositories.

Navic's solutions enable cable providers in the US and Canada to create interactive and measurable advertisements. Viewers can vote in reality shows, learn more about advertised products, check theater show-times, pay or upgrade their cable service, and even order pizzas — all without leaving the couch or picking up the phone.I traveled to cable television datacenters and headends to install and configure Navic's heterogeneous servers and applications software. Managed hundreds of systems (Linux, Windows Servers, Oracle DBs) remotely.

Managed 3rd Tier escalation team at TV Guide On Screen, a software/firmware consumer electronics division of Gemstar-TV Guide. Supported 2nd Tier escalation teams at call centers of the top 12 television manufacturers. Analyzed data trends to improve efficiencies within the team. This allowed for meeting and exceeding customer expectations while continuously improving service levels. Liaised with firmware, software, hardware, QA, broadcast engineering, technical operations and various other groups to isolate software bugs, broadcasting bugs, data delivery interruptions and many other types of problems. Prioritized escalations and followed up on the resolution achieving the greatest business impact. Collected product feedback from manufacturers and funneled it to marketing and project management to improve future product versions. Used my ability to weigh feedback from software and firmware development to find the optimal solutions and feature sets for all interested parties.

Led a tech support / professional services team at IMlogic, a start up company that developed enterprise software for Instant Messaging. Provided presales and postsales support for Financial and Fortune 500 companies. Developed and implemented procedures and architected infrastructure for the support team, thus enabling IMlogic to support a growing customer base without having to expand the support team. Assisted Sales Team to close deals during evaluations and managed on-site deployment implementations of IMlogic’s enterprise solution. Built and maintained strong relationships with customers, resulting in accounts that served as references for additional business. Led Root Cause Analysis of all tickets leading to significant changes in software; resulting in a better and more stable product. Conducted company’s first customer satisfaction survey, providing an opportunity for customers to provide feedback and for the company to have a base metric of satisfaction.

As the third employee in the department, played a principal role in building a global support team from the ground up with all of the logistics, procedures and infrastructure required of a 24 x 7 customer support team.Recruited, coached and led a local team of 18 support consultants out of a global team of 30 individuals supporting over 1200 enterprise customers and government agencies.