Responsibilities:• Managed all client-facing functions including technical support, patient collections, account management, retention, online user community, continuing client education, etc. reporting directly to the CEO• Drive high customer engagement measured through NPS, CSAT and product utilization metrics throughout customer journey• Reduced client churn through utilization of predictive analytics• Contributor to monthly/quarterly board meetings and financial planning as well as company acquisitions and sale• Create and adhere to monthly/yearly revenue and cost budgets; ownership for department P&L• Executive leader for Revenue Cycle Management division in addition to client servicesAchievements / Highlights: • Utilization of lean six sigma processes resulting in consistent year over year improvements in client NPS• Highest departmental eNPS (employee net promotor scores) for 4 consecutive years by creating a client centric culture focused on team rewards and individual recognition• Responsible for all aspects related to 4-day annual user’s conference• Executive sponsor for Equality Committee with emphasis on celebrating associate diversity and establishing culture of inclusion• Key contributor in crafting company mission, vision and values resulting in creation of companywide objectives and associate buy-in

Responsibilities: • Leadership of operations departments consisting of 4 managers and 12 supervisors• Manage client relationships focusing on both customer service and sales campaigns• Direct workforce management department including all forecasting, scheduling and real-time monitoring responsibilities• Create and adhere to monthly/yearly revenue and cost budgetsAchievements / Highlights: • Launched and managed successful lead generation project for Fortune 500 company.• Established new bonus structure for PM/Supervisors resulting in improved accountability and focus toward client metrics including sales conversion and average order values• Implemented new communication processes in operations/WFM departments allowing real-time contact with agents resulting in modifications to staffing levels ultimately increasing efficiency and reducing abandon call rates

Business Analytics Manager: Responsibilities: • Create/produce daily/monthly gross margin and bill to pay reporting including analysis, allowing company to monitor revenue/cost trending on a daily basis and make appropriate operational decisions to maximize gross margin• Manage financial analytics department responsible for all corporate financial reporting/analysis including over 80 million in annual revenue• Spearhead HR/payroll teams from both domestic and off-shore locations (12 sites total)• Assist in completing Requests for Pricing and providing cost quotes/analysis to potential clientsAchievements / Highlights: • Created automated site invoicing/cost reporting process• Lead profitable transition to new cost model which resulted in 4.7% increase in gross margin & of revenue in first quarter• Successfully transitioned payroll for 7 domestic sites from individual site policies to corporate managed procedures/accountingAccount Executive:Responsibilities:• Led site operations team to ensure all client goals (including AHT, AUX %, SPH, CSAT, FCR, etc.) for both inbound and outbound projects are met/exceededAchievements / Highlights:• Oversaw all aspects of project launch for major cellular company including contract overview/pricing, recruiting plans, developing KPI reports, creating quality guidelines and evaluation standards• Successfully managed client relationship through their company’s acquisition, gaining 65% more business through the supplementary relationshipManager, Workforce Management:Responsibilities:• Develop scheduling department responsible for providing accurate forecasting and scheduling data on a weekly basis• Transition current scheduling process from individual sites to centralized workforce team while implementing both eWFM and IEX scheduling software• Develop and implement centralized login request and tracking system