Comprehensive and compliant solutions to help mental health professionals manage their practice, deliver digital therapy, and acquire new clients.

Managed a team of Customer Success Specialist focused on supporting a Clinical Trial Management System. Spearheaded and developed an internal system of tracking client needs, changes, and feedback to ensure appropriate and timely responses to challenges or requests. Strengthened and refined client relationships by creating detailed, cross-functional strategies and engaging events through Team Standups and Ticket Review Meetings. Revamped the company’s system review process and conducted regular customer success analysis, leading to the identification and implementation of key customer satisfaction improvements. Proactively monitored and addressed customer service inquiries and issues, resulting in a decrease in customer churn. Effectively managed and re-evaluated client escalations to eliminate any redundancies. Assisted with the delivery of successful training sessions and educational resources, which helped to increase overall customer utilization. Recruited, developed, mentored, and motivated the customer success team to the highest performance levels to achieve top organizational results.

Managed a Logistics Customer Service Associates team focusing on the growth of key accounts. Gathered and validated customer requirements to ensure logistic performance and delivery were in line with customer expectations. Handled over 2500 customer inquiries monthly with ease and improved the company’s overall customer satisfaction score to 93%. Championed for the customer, instilled a culture of excellence, and promoted a proactive approach to prevent and resolve service level issues that might affect customer experience. Lead intraday meetings with the Executive Team to ensure communication is established and issues are promptly identified, resolved, or escalated. Developed a continuous improvement approach to problem-solving and troubleshooting to guarantee term results. Developed custom training and education materials which established a more seamless onboarding process, reducing learning curves and increasing customer loyalty

Responsible for ensuring that the company’s call-center and scheduling departments operate effectively and efficiently at all times. Maintain a high-level of customer satisfaction, and the ability to keep a positive, professional attitude with customers and colleagues. Responsible for leading the Customer Service Teams, as well as overseeing strategies for the scheduling processes and inbound/outbound calls. Analyzed and implemented workflow processes to improve customer satisfaction and team member efficiency. Responsible for overseeing the call center statistics and taking both proactive and reactive measures to improve those statistics as needed. Mentored Team Supervisors to equip, coach, and develop the individual team members in support of business goals. Enacted contingency plans as needed, handled escalations, identified potential problems and participated in post problem analysis while providing input for future process improvements. Maintained customer service SLA (service level agreement) at standards established by the company per customer requirements. Made recommendations for hiring, transfers, promotions, corrective actions and dismissals. Determined standards of performance as a basis to review progress of personnel under the assigned department to conduct quarterly performance reviews.

Achieve business objectives by penetrating new account with product, solution and service offerings. Developed and managed channel partners to achieve channel goals. Leveraged company's regional reach to influence decisions on projects for delivery to the customer base. Proactively pursued the development and execution of strategic account plans to ensure achievement of assigned business goals. Developed, built and nurtured long-term relationships with key management within the customer organizations. Assisted management in driving sales plans and strategies. Formed account teams and coordinated team activities while minimizing sales and marketing costs and maximizing sales. Actively updated account plans based on changing market, customer conditions, and competitive activity. Directed training plans and programs designed to introduce new products and procedures for clients at various organizational levels. Researched emerging industry trends, new applications, concepts and techniques to update current training curriculum as appropriate.

Responsible for creating and implementing training programs and overseeing the development of technical support associates. Sets performance metrics, evaluates productivity, and create long-term career plans within the organization. Assist in recruiting, hiring and training of new employees. Responsible for developing, implementing, and monitoring training programs within the organization. Supervised three trainers for staff. Conducted orientation sessions. Responsible for creating brochures and training materials. Developed multimedia visual aids and presentations. Evaluate and coordinate with supervisory team to plan training programs accordingly. Conducted performance evaluations. Provided company with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops. Managed staff of six classroom facilitators. Provided performance feedback and conducted continuing education training for under-performing personnel.

Develop a relationship with prospective clients in order to manage all stages of the sales cycle from prospecting to close and follow-up support. Represented a range of products including health, life, and supplemental insurance plans. Became a trusted advisor – facilitating the prospect’s request for rate quotes, followed sales leads in a timely manner, and provided any and all customer service to the client in order to resolve policy issues to deliver a full-service experience. Consistently met and frequently exceeded the objectives of represented clients. Assessed plans and set departmental goals to recommend solutions optimally suited to client needs.Forecast several requirements of the organization and prepare, in advance, to meet the needs, such that there is no degradation of quality in work. Verify compliance of call center activities with the prescribed rules and regulation. Take corrective measures in case of discrepancies. Hire, train and supervise sales support staff, and create a fun and productive work environment.

Effectively-managed the daily performance of over one hundred employees. Consistently execute administrative, facilitative, coaching, and mentoring duties necessary to lead the customer care department to outperform sales targets. Monitor the daily functions of the call center and ensure smooth operation of all activities. Take initiative to resolve issues, if any. Establish defined quality standards. Make decisions to investigate and resolve data quality issues. Composed and implemented new sales script and increased total weekly close rate 35 percent. Created strategies to monitor and analyze number of incoming calls, abandoned call rate, and estimated closed sales rate that improved team performance. Interviewed, coached, evaluated, and trained personnel. Developed an on-the-job training program that reduced training time from six weeks to four.

Handled customer calls on behalf of Verizon Internet Services to facilitate prompt and efficient responses as well as locate resources for problem resolution and design best-option solutions. Interface daily with floor supervisors, field services, new business, operations and consumer affairs divisions.Completed voluntary six-week customer service training to learn ways to enhance customer satisfaction and improve productivity when resolving Internet connectivity issues. Utilized call center script and screenshots to assist customers with personal computer settings required by designated service provider. Conducted performance evaluations of employees to identify and categorize staff members as target achievers and non-achievers. Guided under-performing resources and developed performance improvement plans to refine and enhance work performance.Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.