Kyle Ostendorf Email & Phone Number

- Manage team of Customer Success Managers for the Multicarrier Hosted Platform.- Complete financial responsibility for the Support Services group including forecasting & recognition of - Achievement of year over year growth of maintenance revenue.- Ensure customers are receiving value for their annual maintenance contracts.- Set, meet and monitor departmental goals to drive optimal performance within Support.- Focus on the overall value of customer relationships, including… Show more - Manage team of Customer Success Managers for the Multicarrier Hosted Platform.- Complete financial responsibility for the Support Services group including forecasting & recognition of - Achievement of year over year growth of maintenance revenue.- Ensure customers are receiving value for their annual maintenance contracts.- Set, meet and monitor departmental goals to drive optimal performance within Support.- Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base.- Regular process review to improve efficiencies wherever possible- Resolving customer service related issues & contribute towards improving overall customer service.- Understand provisions of maintenance contracts and communicate to customers as needed thereby contributing towards monthly revenue targets.- HR Responsibilities for the Multicarrier Team.- Operational performance improvements to reduce customer call volume and software deficiency items.- Performance monitoring and explanation of required corporate metrics.- Act as senior point of escalation for customer issues.- Manage the support database for the current software support ticketing system.-Conduct and manage the Net Promoter Score Survey and analysis. Show less

- Manage team of Multicarrier Client Services Coordinators - Design and Implement the Multicarrier Support strategy and process- Manage Team of support coordinators

-Manages all aspects of the client relationship related to implementation, delivery, and use of Connecture solutions in order to maintain high levels of client satisfaction.-Report project status to the Director and the Client Partner.-Manage all team resources to their project tasks and ensure on time, on budget completion of all project deliverables.-Manage the delivery of the client application requirements and functional specification design and ensure formal signoff.-Lead… Show more -Manages all aspects of the client relationship related to implementation, delivery, and use of Connecture solutions in order to maintain high levels of client satisfaction.-Report project status to the Director and the Client Partner.-Manage all team resources to their project tasks and ensure on time, on budget completion of all project deliverables.-Manage the delivery of the client application requirements and functional specification design and ensure formal signoff.-Lead weekly internal client project status meetings; develop and deliver weekly internal project status reports.-Work directly with Fortune 100 company as the point of contact for an implementation project- Manage and ConnectureDRX's internal Net Promoter Score survey distributed to clients including the analysis and presentation to Senior Leadership. Show less

Raleigh-Durham, North Carolina Area

Sucessfully led the North Carolina organizational unit through the Capability Maturity Model Integration (CMMI) process initiative concluding with the successful appraisal for the Development and Services organization to Maturity Level 2,Manage monthly billing and financial forecasts and actuals through the Oracle Business Solution.

Raleigh-Durham, North Carolina Area

Worked as a Business Analysis for a healthcare IT company. Utilized the Agile development approach to the implementation and roll out of the medical insurance software. Acted as a liaison between Client, Project Manager and Development teams. Drafted internal process documents to eliminate waste and streamline internal processes. Compile data and produce reports for Project Managers and Senior Leadership.

Virtually managed the upgrade/migration of electronic medical records software for over 500 clients nationally in coordination with hospital leadership, onsite implementation team and overseas technical team.Utilized Change Management process to improve deliverables to ClientsSuccessfully addressed and troubleshot technical issues escalated by other Project ManagersFacilitated satisfactory resolution of issues and concerns of challenging clients and… Show more Virtually managed the upgrade/migration of electronic medical records software for over 500 clients nationally in coordination with hospital leadership, onsite implementation team and overseas technical team.Utilized Change Management process to improve deliverables to ClientsSuccessfully addressed and troubleshot technical issues escalated by other Project ManagersFacilitated satisfactory resolution of issues and concerns of challenging clients and personalities.First Project Manager to go live on the upgrade process which included documenting the challenges and successes to streamline the process.Maintained upgrade and project management documentation utilizing Allscripts internal tools. Researched industry standards for market research firms that involved interviews, demonstrations, and evaluations of vendors which concluded with a recommendation to Senior Management leading to a new partnership Show less

Raleigh-Durham, North Carolina Area

Trained on the Professional Practice Management Software.Assisted Clients with the implementation of Professional Practice Management Software. Drafted internal white paper to analyze the current transactional survey process and presented to Senior Management. Researched and developed transactional survey questionnaire, metrics and process in coordination with Senior Management. Developed employee tutorials on the new survey process and dashboard and educated… Show more Trained on the Professional Practice Management Software.Assisted Clients with the implementation of Professional Practice Management Software. Drafted internal white paper to analyze the current transactional survey process and presented to Senior Management. Researched and developed transactional survey questionnaire, metrics and process in coordination with Senior Management. Developed employee tutorials on the new survey process and dashboard and educated management groups on the changes and impacts to their teams on the new process. Researched industry standards for market research firms that involved interviewing, demoing, and evaluating firms which concluded with a recommendation to Senior Management. Implemented new survey process within the Professional Services Organization which included a new vendor, metrics, and redefined data parameters. Continue to monitor and maintain the survey process and vendor dashboard while reaching out to Clients to increase overall satisfaction. Show less

Raleigh-Durham, North Carolina Area

Advocated for Clients during oral arguments, motions and Court Hearings.Explored contractual disputes with Clients to determine their legal rights and recourse.Researched, analyzed and formulated legal opinion to present to Senior Attorneys and Clients on legal issues.Drafted Motions, Memorandums, Witness and Exhibit lists and other Pleadings in Federal and State cases in North Carolina.Facilitated the licensing process for out of state Corporate Clients by the… Show more Advocated for Clients during oral arguments, motions and Court Hearings.Explored contractual disputes with Clients to determine their legal rights and recourse.Researched, analyzed and formulated legal opinion to present to Senior Attorneys and Clients on legal issues.Drafted Motions, Memorandums, Witness and Exhibit lists and other Pleadings in Federal and State cases in North Carolina.Facilitated the licensing process for out of state Corporate Clients by the Secretary of State and the North Carolina Licensing Board for General Contractors.Analyzed documents produced during discovery and worked with a team to formulate legal strategy. Organized and prepared exhibits and documents for the depositions of witnesses and opposing parties. Represented Clients in disputes with insurance companies regarding construction bonds.Wrote and formatted annual newsletters targeting legal professionals and the construction community which addressed current legal issues. Show less

Advised the Elon University Athletic Department’s Senior Staff and developed procedures in response to the NCAA’s findings during the Recertification Process site visit. Gathered data and created a database for NCAA compliance review. Researched and educated Senior Athletic Staff and Coaches on NCAA legislative interpretations, proposed NCAA Legislative changes and the potential impact on Elon University. Prepared Student-Athlete eligibility, NCAA Secondary Violations… Show more Advised the Elon University Athletic Department’s Senior Staff and developed procedures in response to the NCAA’s findings during the Recertification Process site visit. Gathered data and created a database for NCAA compliance review. Researched and educated Senior Athletic Staff and Coaches on NCAA legislative interpretations, proposed NCAA Legislative changes and the potential impact on Elon University. Prepared Student-Athlete eligibility, NCAA Secondary Violations and Appeals documents.Updated and maintained Elon University Athletic Department’s Compliance website.Drafted and updated Elon University’s Student-Athlete Handbook.Drafted Elon University Athletic Department’s response to the NCAA Recertification site visit report. Wrote, formatted and distributed monthly newsletters and “Booster Tips” to educate Boosters and staff on NCAA Legislation for Elon University. Show less

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Activities and Societies: Student Bar Association Class Representative

Ba, Communications

Activities and Societies: Student Government Association Student Athlete Advisory Council Varsity Men's Soccer

High School