 Advocate for client throughout entire project life cycle Assist with implementation of multi-channel healthcare engagement campaigns Provide quality control services to ensure proper implementation Serve as the primary point of contact for customers Responsible for growing and fostering trusted partnerships with our customers   Communicate relevant updates and industry changes as they occur  Maintain and update all customer activity within Service Now and Salesforce CRM Manage billing monthly for all clients within my portfolio Product Management for custom client projects Coordinate training, QBR and ongoing health-check meetings for clients

 Manages relationship with Insurance Companies, Brokers, and Rating Agencies  Responsible for growing and fostering trusted partnerships with our customers   Communicate relevant updates and cyber risk industry changes as they occur  Maintain and update all customer activity within Salesforce CRM. Track Contract Renewals and assist customers in realizing the value they receive from SaaS solution they have purchased Product Management for custom client projects Perform On-site meetings as often as possible with customers Coordinate training and onboarding meetings for new customers

 Manages relationship with Healthcare Vertical Cloud Customers  Record all customer activities within Gainsight and Salesforce CRM. Responsible for growing and fostering trusted partnerships with our customers   Communicate relevant updates and industry changes as they occur  Track Contract Renewals  Schedule and run monthly calls with all customers  Troubleshoot issues and route to appropriate internal group when necessary  Escalate high priority customer issues to management or within internal departments for resolution

 Familiar with our various platform operations and processes  Responsible for growing and fostering trusted partnerships with our customers  Main point of contact and subject matter expert with our customers Communicate relevant updates and industry changes as they occur Manages relationship with large Pharmaceutical Manufacturers for Lot-Level Track and Trace and Serialization Track Contract Renewals Visit customers as often as possible for Governance and Account Reviews Train Customers on systems and proper usage Maintain appropriate business contact list and mailing distribution lists for our customers Track revenue and ROI  Schedule and run weekly, bi-weekly, and monthly calls with large customers  Troubleshoot issues and route to appropriate internal group when necessary Escalate high priority customer issues to other departments for resolutions

• Partner with Vantiv (Formerly Litle & Co.)'s merchant base to gain success in using payments and payment processing improvements to achieve their business goals. • Build strong relationships • Identify opportunities for revenue lift and cost reduction • Analyze transaction processing data • Manage customer relationships • Work with merchants on contract renewals and changes• Build and deliver annual business review presentations• Strong communication and presentation skills. • Strong knowledge in Internet/Multichannel Retailing, Non-Profit Organizations, Recurring and Continuity Billing

• Communicate directly with contractors in Iraq & Afghanistan as well as with Military customers • Identify trends that drive an increase in cost or system down time for the customer • Comply with US Customs requirements for shipment of parts internationally • Assist contractors and customers over the phone and through e-mail daily • Respond quickly to all urgent needs in the field • On call at all times in case an urgent issue arises • Daily use of Oracle, Microsoft Excel, Microsoft Word, Online UPS Systems • Enter all incoming data from the field for service that has been completed • Responsible for the Ordering and shipment of all system required parts • Work with management to monitor and lower shipping costs • Compile billing packages for A/R • Ensure customer contract requirements are followed (timeframes for shipment, billing, system up time) • Visit customers as often as possible

• Training and coaching new associates • Developed a company-wide training program • Review calls for quality • Ensure client rules are adhered to according to plan guidelines, policies and rules • Process benefits transactions (life events, enrollments, dependent information on our• Oracle operation system, HOBS) • Identify trends that impact the customer, the company and/or call volumes • Handle escalated calls • Oversee a team of 20-25 Customer Service Associates

• Handled incoming calls from customers • Promoted to Senior Customer Service Associate within one year

• Pricing, negotiating and placing purchase orders • Supporting Sales representatives • Tracking shipments • Answering incoming calls • Handling credit card transactions • Assisting customer's on the phone as well as in person

• Reported directly to the CEO's • Made dessert pies • Motivated and led a production team • Trained all new employees • Quality control manager • Managed workflow • Liaison to customers