- Day-to-day operations management.- Support coverage for Practice Manager.- Additional roles: Computer and network tech, tech aide, pharmacy tech, and radiology tech assistant.

Support Driven is a community of professionals in Customer Support, Experience (CX), and Success helping each other and transforming the Customer Support and Operations industry.

Senior account manager responsible for a dedicated $1MM ARR book of business of partner relationships. Financial forecasting, performance management, business reviews, hiring, training, and invoicing.I joined PartnerHero to continue expanding my Customer Success Manager skills and grow my leadership skills. I drove organizational efficiency and excellence by:- Increased dedicated $1MM book of business by 20%, boosting net revenue.- Led performance management, recruitment… Show more Senior account manager responsible for a dedicated $1MM ARR book of business of partner relationships. Financial forecasting, performance management, business reviews, hiring, training, and invoicing.I joined PartnerHero to continue expanding my Customer Success Manager skills and grow my leadership skills. I drove organizational efficiency and excellence by:- Increased dedicated $1MM book of business by 20%, boosting net revenue.- Led performance management, recruitment, training, and mentoring to achieve a 12% increase in top KPI performers.- Developed standard operating procedures for partnerships, cutting manager onboarding time by 1 month.- Drove efficiency and profitability by functioning as senior and regular operations manager Q4 ‘23.- Managed a team of 50+ associates, overseeing expansion and downsizing operations.- Hosted MBR and QBRs with external and internal stakeholders. Show less

𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝘀 𝗣𝗮𝘆𝗮𝗯𝗹𝗲 𝐌𝐚𝐧𝐚𝐠𝐞𝐫Accounts payable manager overseeing bill processing, expense report processing, corporate taxes, vendor management, and SOX compliance.I joined the Accounts Payable team early as the second member while we worked towards SOX compliance and pulled accounting in-house to scale to the company's needs. Accounting has always fascinated me, and I felt a strong connection from my volunteer work as a treasurer. I was a natural, picking up the… Show more 𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝘀 𝗣𝗮𝘆𝗮𝗯𝗹𝗲 𝐌𝐚𝐧𝐚𝐠𝐞𝐫Accounts payable manager overseeing bill processing, expense report processing, corporate taxes, vendor management, and SOX compliance.I joined the Accounts Payable team early as the second member while we worked towards SOX compliance and pulled accounting in-house to scale to the company's needs. Accounting has always fascinated me, and I felt a strong connection from my volunteer work as a treasurer. I was a natural, picking up the tasks and processes with ease. I led the Accounts Payable team including training and monitoring accuracy while also performing daily activities for profit and non-profit entities alongside the team. Again, not stopping with my core duties, my favorite achievements are:- Automated accounting CAP review, resulting in a 15% reduction in overhead.- Collaborated with external accounting firms to improve bill coding processes, preventing $15k in monthly incorrect payments.- Automated 5 revenue share calculations, reducing monthly payout errors by 10%.𝗣𝗮𝘆𝗿𝗼𝗹𝗹 𝗔𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗼𝗿Payroll administrator overseeing payroll and benefits for 99 US employees and 12 international contractors, employee onboarding/termination processing, and payroll taxes. Show less

Compliance manager overseeing state compliance filing, annual state and CCV filing collaboration with legal consults, designing/updating regulatory training programs, SOC compliance, and team leadership.Dating back to my time as Customer Success Manager, I noticed a lack of centralization and ownership over all things compliance-related. I'd often get requests for security questionnaires and, even pulling in entire teams, we floundered to pull it all together promptly. I decided to kick… Show more Compliance manager overseeing state compliance filing, annual state and CCV filing collaboration with legal consults, designing/updating regulatory training programs, SOC compliance, and team leadership.Dating back to my time as Customer Success Manager, I noticed a lack of centralization and ownership over all things compliance-related. I'd often get requests for security questionnaires and, even pulling in entire teams, we floundered to pull it all together promptly. I decided to kick up an official Compliance Team since it didn't exist. My favorite achievements are:- Established the Compliance team and documented 23 standard operating procedures, accelerating audit processing tenfold.- Analyzed and applied recommendations from 6 audits to mitigate company risk and secure key partnerships.- Worked closely with Legal departments to identify and rectify deficiencies in state filings, leading to 40% reduced annual filing costs.- Streamlined customer and vendor information security inquiries by creating a centralized answer repository, improving self-serve ability for sales and support teams.- Enhanced employee training initiatives to incorporate updated regulations, ensuring ongoing compliance. Show less

Customer Success Manager working with customers of all sizes for customer support and lifecycle management from onboarding to renewals. Tasks included driving new feature adoptions, technical product support, outsourced support QA, KYC/fraud prevention, travel bookings, and transaction disputes.I joined Expensify as employee number 36 of their lean and mean machine. Even during my onboarding, I had to learn how to be independent, quick, and resourceful to get the job done independently… Show more Customer Success Manager working with customers of all sizes for customer support and lifecycle management from onboarding to renewals. Tasks included driving new feature adoptions, technical product support, outsourced support QA, KYC/fraud prevention, travel bookings, and transaction disputes.I joined Expensify as employee number 36 of their lean and mean machine. Even during my onboarding, I had to learn how to be independent, quick, and resourceful to get the job done independently with little to no internal support. Mastering these skills prepared me for great success as a first-time fully remote employee. I worked with individual, SMB, mid-market, corporate, and enterprise pools of customers. I provided top-notch support and built lasting relationships with many such that they'd often request that I handle their case directly instead of their currently assigned manager. The directors would often receive customer compliments and praise for my work. I consistently landed in the 98th percentile in the weekly support metrics report, being in the top 5.But my drive for excellence didn't stop there with my core role. My favorite non-core achievements are:- Implemented project to retain $35K at-risk monthly recurring revenue with the most difficult customers, enforcing new best practices, & increasing customer satisfaction from 86% to 97%.- Copiloted project for Customer Success to document and automate task distribution; scaled output without adding headcount, resulting in over $1MM in revenue per employee.- Led technical conversations between Engineering and Success to streamline bug reporting processes: upskilling support troubleshooting abilities, revamping customer-facing guides, reducing technical caseload, and engineering turn-around.- Improved the quality assurance program, initially raising average scores from 88% to 96%.- Championed new vendor management relationship structure, ensuring outsourced tier 1 & 2 support continuity and contingency. Show less

- Scheduling, transaction management, and records management.- Additional roles: Computer and network tech, tech aide, pharmacy tech, radiology tech assistant, and housekeeping.

- Curated new office procedure handbook- Special procedures screener and scheduler, radiologist assistant, medical records corrections, physician contact triage, department liaison- Additional responsibilities: Project planning & analysis, Radiology Informatics on-call rotation, trainer, office computer and Meditech/PACS superuser. CPR certification.- Additional roles: Caring and Healing Environment Committee Co-Chair and Secretary, Technologist Assistant, Registration Clerk… Show more - Curated new office procedure handbook- Special procedures screener and scheduler, radiologist assistant, medical records corrections, physician contact triage, department liaison- Additional responsibilities: Project planning & analysis, Radiology Informatics on-call rotation, trainer, office computer and Meditech/PACS superuser. CPR certification.- Additional roles: Caring and Healing Environment Committee Co-Chair and Secretary, Technologist Assistant, Registration Clerk, Department Assistant, Patient Transporter. Show less

Additional roles: Caring and Healing Environment Committee Secretary