Liz Yoder Email & Phone Number

• Work with customers to develop their new integrations and maintain their existing ones.• Identify, diagnose, and resolve bugs in the Pandium product.• Build connectors which allow Pandium customers to integrate with more partners even when their APIs have complex or non-standard processes for authentication and/or webhook installation. • Contribute to documentation and tutorials that help first time uses get the most out of Pandium

•Led process improvement projects to make the department more cost effective. o Designed, built, and implemented Feedback Tracker which enabled over $10k in annual operational savings and avoided $50k in development fees. o Prepared and facilitated 10+ Agile discovery conversations of 30+ participants to identify essential features for the implementation of SalesForce.com in the business to business side of customer service. o Identified an operational gap and led a project to ensure fees were applied to short lead orders which resulted in revenue capture of $15K per month. o Led Kaizen Team for Homecare customer service, pursuing small process changes to make the department more efficient. o Shortened process for obtaining freight quotes, creating time savings of about $30k per year.•Maintained point of contact relationship between regional sales managers' teams and the warehouses to ensure patient concerns were resolved and process pain points were addressed.•Served as a central point of contact for frontline customer service representatives to address customer escalations and facilitate operational adjustments to help the department to meet service level goals.• Managed a team of 8-17 frontline customer service representatives. oHelped each team member create and pursue their own development plan. oProvided continuous constructive and encouraging feedback to each team member to ensure their work was efficient and correct.

Deerfield, Illinois, United States

• Selected for team handling integration of Gambro customer service acquisition to provide seamless service to customers in the transition while bringing standardization to the new processes.• Provided excellent customer service, which was reflected by call quality monitoring scores that consistently exceeded 99% with a 100% pass rate on skill verification assessments.• Consistently maintained availability to answer customers' inquiries, which was shown by regularly exceeding schedule adherence requirements.

•Initiated design of comprehensive database for ordering and organizing laboratory expendables and students’ usage thereof.•Prepared regular detailed budget reports for the department chair concerning lab supplies funds.•Developed and maintained protocol for the tracking and charging of interdepartmental use of chemistry resources.•Hired and managed a team of twenty-five to thirty student workers every semester.•Taught 1-2 sections of introductory or inorganic lab chemistry classes every semester.

Immersive Web Development

Bachelor Of Science - Bs, Chemistry, 3.96/4

Activities and Societies: •Summa Cum Laude •Regularly performed in Arena Theater productions. •American Institute of Chemists Foundation.