Madelyn Thomas Email & Phone Number

Phoenix, Arizona, United States

· Drive customer outcomes, product adoption and customer experience· Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores· Reduce churn and drive new business growth through greater advocacy and reference ability· Work closely with the sales team to align on strategies, renewal forecasting, and account opportunities· Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores· Define customer success metrics and Monitor and optimize team performance against defined KPIs· Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate· Oversee and participate in all aspects of delivering effective support through calls, email, and remote sessions· Oversee and support product implementations, upgrades, and migrations· Assist with business requirement gathering and configuration, lead the development and implementation of new solutions· Oversee QA process for customer development ensure that new implementations operate free of errors and upgrades and changes are effectively reviewed· In collaboration with Product Development Team, oversee the development and maintenance of product documentation· Oversee customer success team to include hiring/onboarding and manage priorities· Collaborate directly with all internal departments to ensure the delivery comprehensive solutions that drive customer happiness.

Phoenix, Arizona

Serve as the main point of contact and application subject matter expert during the implementation process, including UAT, on site go-live support and post implementation.Analyze and document requirements, workflows, and reporting requirements with customer.Document, monitor and track all current implementation projects with current and new customers, to proactively ensure effective communication and resolution of problems.Train customers on usage of product (on-site, remotely).Install & upgrade product installations.Configure the product to meet customer needs.

Phoenix, Arizona Area

Responsible for the procurement of goods and services of the facility (ex. medical supplies, office supplies, and contracted services) within budgeted guidelines. Responsible for monthly inventory of medical supplies. Performs technical billing audits and take corrective action. Conduct customer service training for clerical and administrative support staff. Participates in Performance Improvement Plan and processes. Responsible for completion and tracking of PAFs (personnel action forms) references, health screenings, criminal background checks, and drug screens for new hires and existing staff if applicable. Ensure completion and ongoing maintenance of HR/medical files for all agency employees and contract staff. Conduct payroll audits and ensure accuracy as well as research and resolve discrepancies. Responsible for coordination of Personal Emergency Response Program including scheduling, deployment, cleaning, inventory management, and training of staff. Responsible for the timely evaluation of clerical support staff in conjunction with the Executive Director and/or Clinical Director. Responsible for the day-to-day coordination, timely completion (reporting) and troubleshooting of all training and development activities i.e. new hire orientation, new to role training, and ongoing training and development.

Phoenix Area, Arizona

Conduct needs analysis to determine training needs and collaborate with leadership and SME to develop trainings. Design and revise trainings as needed to include presentation, lesson plans, and handouts. Create and implement e-learning courses. Deliver monthly new hire orientation trainings and in-services as needed. Facilitate monthly trainings by external facilitators as well as coordinate annual trainingconference. Created a feedback database for reporting of student evaluations of trainings. Managed and coordinated Electronic Health Record Implementation for all trainingrelated issues. Create training guides and awareness publications for training communication. Manage Patient Education Program including networking with external agencies and organizations. Update and maintain Standard Operating Procedures within the Education Department. Serve as liaison between Information Technology and the Correctional Health Services department.

Phoenix, Arizona Area

Conduct/implement special projects under the direction of the DON. Assist in recruitment efforts of Nursing Staff. Created an Access based staffing database for the scheduling needs of over 300 clinic staff. Developed a training program for the newly created staffing database Manage staffing schedules and resolve issues.

San Jacinto, Ca

Trained teaching staff on grading process and student information systems on an ongoing basis.Conducted individual training for new hires and substitutes and offer additional training as needed. Enrollment process: scheduling appointments, verifying paperwork and entering student data in the Student Information SystemMaintain student records, request records and send out student records upon transfer. Reporting and tracking of student data for accreditation and state reporting.

Phoenix, Arizona Area

Take calls from prospective students and advise on educational options for undergraduate and graduate degree programs within the College of Education. Certified to advise on credentialing requirements for the State of Arizona, California, Utah, Nevada, and Texas. Enroll students in degree programs according to students educational plans and assist students throughout the enrollment process. Train students on the use of the online course system and conduct web based tutorials. Act as a liaison between the student and the finance, academics, and teachereducation departments.

Rancho Cucamonga, Ca

Managed customer service inquiries and complaints with exceptional customer service. Coached/trained a team of 14 sales reps insuring the team consistently met monthlyquotas. Daily operations: purchasing materials/supplies, bank deposits, and coordinating storemaintenance. In charge of recruitment of customer sales representatives as well as performance evaluations.

March Arb, Ca