 Managed 75+ regulatory and compliance projects for medical device manufacturers looking to sell their products in the US, EU and Global markets. Ensured FDA, EU MDR and other Global market projects stayed on track and within project scope, timeline and budget. Developed knowledge of Regulatory Affairs Management Operations for RAMS SaaS offering to identify improvements for enhancing customer experience.

 During IBM Watson Health’s acquisition of Truven Health Analytics, tapped for lateral move to Business Operations Manager. Directed project plan deliverables for SaaS, Cloud, Blockchain, and Mobile Applications, ensuring needed components for Customer Support Team were in position to deliver best-in-class customer experience prior to release to clients. Completed 10 – 15 multi-million-dollar offering releases per year, boosting efficiency by 25% through proactively ensuring service elements were in place. Ensured data security to avoid the high cost of failed data breaches, executing successful quality reviews for SOC 1 & 2, HITRUST, and ISO provisioning audits, along with HIPAA and GDPR regulations. Drove a 30% decrease in traffic to Product Support through the addition of self-service-based client education. Personally expanded 24x7 support coverage by leveraging critical offshore resources. Worked in unison with offshore management to pinpoint resource needs and scheduling gaps, revising escalation processes to meet around the clock demand. Resulted in enhanced sales and an increased ability to support clients within a global market while resolving off-hour product performance issues. Delivered a best-in-class, 95% seamless transition of Truven Product Support to IBM by working with IBM acquisition team to provide insight regarding product support and provisioning processes and requirements for transition to new version of CRM tool.

 Drove a 25% FTE payroll decrease, fully transitioning first-level support to offshore staff, staggering offshore staff training schedule and working with offshore management to effectively train offshore staff on phones/phone etiquette, case management, etc. Provided proper access to needed tools and documentation.  Individually managed US, offshore, and provisioning staff, identifying coaching opportunities and providing critical follow-up with customers providing low satisfaction scores. Resulted in meeting and overachieving KPI goals year after year, <45s ASA, <24hr TTC, >80% FCR & >95% CSat. Identified and gauged challenging situations to formulate and employ decisive, effective solutions that would drive efficiencies and achieve team KPI goals. Maintained 95%+ Customer Service Experience rating throughout resource shortages, orchestrating high-impact strategies to maintain top-tier support service levels.

 Propelled technical support productivity and enhanced team communication by utilizing LEAN management processes. Efforts also assisted in the timely identification and resolution of challenges. Drove 40% productivity increase through strategic management of cross-company international team efforts by employing effective motivational strategies. Met and overachieved KPI goals, <45s ASA, <24hr TTC, >80% FCR & >95% CSat, focusing on performance reviews, staff scheduling, delegation, review of support tickets, coaching through challenges, and strategic customer follow-up.

 Promoted to Team Lead during Veritas Capital acquisition of the Healthcare Unit of Thomson Reuters. Managed US staff, exceeding KPI goals year after year, <45s ASA, <24hr TTC, >80% FCR & >90% CSat.  Drove a 25% decrease in payroll per FTE, orchestrating culturally-focused training to successfully transition support initiatives to international support team colleagues.

 Mentored and trained employees to enhance development and solidify best practices during clientele interactions. Pinpointed inefficiencies and devised winning solutions, improving team’s ability to complete duties and tasks. As team’s primary Spanish resource, provided product and translation support resulting in the securing of sales contracts. Tasked with unexpected project with a one-month hard deadline. Drove coordination with numerous teams to ensure timely contact with clients and the subsequent updating of 750+ client accounts. Efforts resulted in successfully meeting all deadlines to remove old demographic data.

 Assisted with the training and mentoring of new hires, working with Product Specialists to identify process improvement and repository needs for 15+ supported offerings - propelling development and implementation of new/improved technical support tools, processes, and procedures. Efforts resulted in streamlined efficiencies that attained organizational objectives and enhanced client satisfaction. As team’s only Spanish speaker, provided translation services for client product inquiries and to secure advantageous Sales Team contracts.

 Kept detailed client support tickets to maintain historical record of client inquiries for use as training implements and knowledge base for future customer inquiries. Personally overachieved department’s Customer Satisfaction Scoring goal of 90%, providing superior customer support for 15+ Provider Clinical, Operational, Marketing, and Planning SaaS offerings. As team’s only Spanish speaker, supported client product inquiries and provided critical translation services.