I am a creative, customer-focused leader with an outstanding record of leading innovative teams to provide world-class service to their customers. I am a champion of using data to optimize team performance and produce technical and business solutions. A proven strategist with a record of strategic and tactical planning, I am able to align business goals with customer needs and focus on ongoing process improvements. Recognized as a trusted team member and business partner, I have led numerous successful projects to completion. A driver of service excellence through sharing my vision of “what could be” and an insane desire to go above expectations for my customers. I have extensive experience in long-term healthcare and understand the importance of outstanding customer and patient experience. With a background in IT Development and Support, I enjoy getting to the root cause of an issue and taking steps to prevent it from happening the next time. A staunch advocate for the customer, I spearheaded a Service Excellence program for my division. It included education, an intranet site, employee awards, and a system that allowed the recording of outstanding service stories by customers and employees published on the company website. During that time, customer feedback improved 13.8%. I initiated an initiative to have IT personnel spend time with the customer in the field, thereby raising their awareness of their user's environment.I have led multiple technical and hardware support teams and have been able to raise customer ratings significantly. I created a new Contact Center designed for healthcare navigation that generated over $10 million in its first full year and was later spun off to be its own company. I have managed numerous projects, including the business side of an Electronic Medical Record System, a risk Management Event system, and a complete replacement of all admission materials and processes. I enjoy leading my teams and have also led matrix teams. I provide ongoing training for my teams as employee development is important to me. To that end I spend time coaching and mentoring others and enjoy their success.