Responsible for creating and deploying customer success strategies, developing onboarding plans, training programs, and serving as customer liaison in support of all digital channels. Manage multi-faceted programmatic responsibilities, including, but not limited to: Serving as primary POC for multiple internal and external customers Drafting, integrating, and managing multiple levels of documentation on shared platforms Standardizing and documenting business processes and procedures Composing and publishing clear, effective organizational communications  Developing, planning, and coordinating training workshops for external and internal teams  Representing the organization through trade shows and customer-facing events  Analyzing data to identify requirements and fine-tune priorities Building customer relationships, driving adoption and engagement through ongoing education of the platform’s tools and value proposition.

Managed portfolios and new program development for current and next-gen opportunities. Created feedback loops to identify requirements and fine-tune priorities. Served as primary POC for multiple internal and external customers Developed, tested, documented, and deployed integration and automation processes for Sunbelts #1 and #2 customers. Independently assessed and identified onboarding software for future customer integrations. Managed the documentation archive for stakeholders and all departments necessary to the customer onboarding process, ensuring all new integrations are made available for future use cases. Provided cross-departmental training and training materials for continued knowledge development.

Served as liaison to external and internal customers, ensuring compliance with standard operating procedures for all support-related activities, including non-profit grant inquiries, payments, program evaluations and audit related-inquiries.Served as a primary consultant and liaison, played a central role in responding to all inbound inquiries via telephone, fax, email, etc., from patients, caregivers, healthcare professionals, consumers, and payers concerning the Foundation's grants. Provided critical oversight of operations through critical thinking, effective problem solving and strong organizational skills. Demonstrated outstanding attention to detail and excellence in communication, achieving and maintaining a quality assurance score of 98%, resulting in high customer satisfaction and zero escalated calls.

Served as first point of contact with clients. Coordinated event agendas and travel, tracking expenses and logistical arrangements. Drafted detailed program and project materials, developed tailored correspondence detailing proposed services, and scheduled consultations. Negotiated and developed contracts between the client and the organization, managed invoices, and organized all client files and documentation. Maintained tracking of accounts receivable and payable. Ensured clients were kept well informed and provided with the most up-to-date information and care from the beginning to the end of their booked event.Generated an increase in customer bookings by 80% in 2018. Successfully collaborated with internal and external resources to add an additional branch to the organization in Washington state.

Responsible for overseeing the development, coordination, supervision, administration, and evaluation of an Integrated Rehabilitation Team (IRT). Delivered comprehensive case management services, including implementation of treatment plans and connecting clients and families to appropriate resources.Ensured that the required documentation for billing and funding requirements was consistently met monthly for 100% of the residents. Successfully fostered and maintained a fully staffed team of mental health professionals. Meticulously examined multiple program schedules to maintain emergency staffing situations while ensuring that clients remained safe and that the program functioned without any issues. Forged and cultivated strong relationships with customers and team members through genuine, authentic communication. Headed the gathering and analysis of cultural, educational, social, and demographic data regarding the community to guide local program development.

Coordinated all facets of interviewing and the completion of all staff evaluations/personal improvement plans for underperforming staff. Recruited and trained new personnel to ensure improvements within company output and the achievement of programmatic objectives. Developed a staff communication system that ensured proper implementation of treatment plans and comprehensive client care, while balancing staff schedules and assignments. Analyzed, optimized, and implemented methods to achieve operational goals and targets. Coordinated housing, medical, and mental welfare services. Represented the organization during community and professional meetings. Oversaw client behavior and responses to treatment through the effective direction of family centered, strengths-based, culturally competent, and individualized intakes and assessments.