Kellie Biles Email & Phone Number

Scottsdale, Arizona, United States

Scottsdale, Az

Phoenix, Arizona Area

• Management of front and back of the house staff – servers, security and kitchen staff. Responsible for staff scheduling and performance evaluations.• Staff development through education on process, teamwork, personality representation, culture and liquor/menu knowledge testing.• Responsible for private and public event projects, musician curation and relations.• Service/Manager floor shifts with focus on customer relations.• Daily administrative duties: Daily/Weekly sales summaries, general accounting, inventory, receiving, sales and labor forecasting as well as facility management.• Software application business updates: HotSchedule administrative records, ZenReach client campaigns, Aloha reporting, and event calendar.

Tempe, Az

• Led a team of 10+ Customer Success Managers in providing expert training and support through the implementation process of gathering client requirements, clarifying client goals and needs through pro-active communication.• Managed, forecasted, and communicated resource capacity to ensure quality service standards were met, including contractual deliverable and overall client satisfaction.• Created and executed a 30 day implementation process with weighted milestones to identify customer health throughout on-boarding and transition into maintenance lifecycle. • Mitigation of customer risks through comprehensive understanding of the organization and any impacts of contract components.• Partnered with Salesforce Admin, sales, marketing, and product engineering to facilitate contract deliverables throughout implementation and maintenance lifecycle.• Successfully fostered a culture of teamwork, leadership, and integrity for CSM department.

Phoenix, Az

• Led and managed a 15+ Member Success team responsible for maintaining over $4M dollars in ARR with a retention rate that grew from 85% to 99.3% in a fast growing SaaS company.• Developed and executed customer adoption health-score metrics and risk management playbook.• Created and executed implementation process and timeline with critical milestone measurements, which assessed utilization, adoption, client contractual and relationship health.• Accountable for new hire on-boarding and training as well as ongoing education including expert knowledge of EMR application, Salesforce, government programs requirements and regulations. • Served as the main escalation point for complex customer issues, responsible for issuing credits and refunds, renegotiating contracts and contract salvation, as well a reporting to senior management.• Facilitated and directed cross-functional teams with internal and external representatives for customer application integration of EMR and billing software, virtual education and technical consultancy.

Phoenix, Arizona

*Provided software and hardware technical support assistance directly to customers in a call center environment with an average daily issue resolution rate of 25 service tickets per day.*Performed root-cause analysis of problems to develop recommendations for improvement of customer satisfaction, improving IT systems, and organizational process improvements.*Worked collaboratively with stakeholder departments to develop documentation for customer delivery. *Developed and executed new employee mentoring program for on-boarding new trainees.*Clinical expert for the Meaningful Use strategic and tactical requirements team, as well as the point of contact for user acceptance testing.

Tempe, Arizona

• Certified Cisco Sales Expert responsible for supporting sales staff to provide new solutions to solve client’s business needs.• Configured network solutions, prepared quotes and recommended network devices.• Significant follow-up with clients on quotes and orders to ensure excellent client satisfaction and that fiscal objectives were met.• Successfully developed internal relationships to work on leads and opportunities in a timely manner.

Scottsdale, Arizona

*Clinic specialists for remote and onsite technical assistance supporting radiology infusion systems, lab infusion systems and practice management software. Clients included Intergy, Medical Manager, and MARS. *Conducted onsite and classroom application training. *Executed onsite server installations and upgrades: Windows Server 2003, SCO/Unix, AIX and Linux.*Prepared and maintained documentation detailing system performance issues and resolution.*Promoted to team lead on a specialized electronic health record software team.

Bellevue, Wa

*Successfully built a dedicated claims department of 10 staff which included supervisors, examiners, COB specialists and auditors.*Authored and executed all new and updated policies and procedures including training manuals for new employees and current staff.*Designed and implemented claims auditing system resulting in the recovery of over $500K in misallocated monies or underpaid claims from contracted health plans.*Implemented the operational structure and collaborative relationship between the Claims Department and the Quality Management Department.

Bellevue, Wa

*Designed and built the information data structure for the company managed care system, including all data file layouts for EDI integration transactions for all major health plan contracts.*Installed the Provider Communication Link (PCL) for physician network claims transmittal; responsible for both internal and external network support and troubleshooting.*Participated in the Community Health Information Technology Alliance (CHITA).

Biology/Biological Sciences, General

Biology/Biological Sciences, General