Served as Director of Transcription responsible for leading all areas of service operations, account retention, service delivery, all while achieving an average customer satisfaction score of 95%. Conducted continuous evaluation of workflows while identifying areas for optimization & enhancement to boost operational efficiency. Collaborated with a strategic direction team contributing to decision-making processes shaping the company’s future. Oversaw internal activities meeting required… Show more Served as Director of Transcription responsible for leading all areas of service operations, account retention, service delivery, all while achieving an average customer satisfaction score of 95%. Conducted continuous evaluation of workflows while identifying areas for optimization & enhancement to boost operational efficiency. Collaborated with a strategic direction team contributing to decision-making processes shaping the company’s future. Oversaw internal activities meeting required turnaround and maintaining client satisfaction. Established and implemented strategic goals and priorities for the department and guided team members towards exceeding company objectives. ❖ Successfully secured over $100K in recurring annual sales revenue by implementing business development practices and strategies ❖ Maintained a customer portfolio of over 200 contacts with the average deal size of $1500 per project ❖ Grew the data analysis and coding business by approx. 40% YoY while simultaneously lowering external costs by internalizing data analysis efforts with our part-time employees ❖ Expanded internal staff from 5 to 15 members through revamped training models to complement growth ❖ Represented the division in both national and international conferences, resulting in more leads and business opportunities Show less

Provided leadership as Operations Manager overseeing all aspects of the Transcription and Coding departments. This consisted of building and maintaining strong client relationships, ensuring consistent workflow, while also fostering long-term business partnerships. This resulted in more client retention and revenue. Directed the hiring and training of part-time proofreading staff to maintain high-quality transcription and coding standards. ❖ Allocated projects and tasks to the… Show more Provided leadership as Operations Manager overseeing all aspects of the Transcription and Coding departments. This consisted of building and maintaining strong client relationships, ensuring consistent workflow, while also fostering long-term business partnerships. This resulted in more client retention and revenue. Directed the hiring and training of part-time proofreading staff to maintain high-quality transcription and coding standards. ❖ Allocated projects and tasks to the full-time project management team through a integrate process of prioritization ❖ Managed the internal quality control/proofreading staff and implemented a revamped tracking model that targeted real employee proofreading time versus audio minutes to proof, which resulted in reducing proofreading cost 20% YoY ❖ Collaborated cross-functionally with internal and external stakeholders ensuring operations aligned with company goals Show less

Responsible for the growth of the Survey Coding and Analysis business. Coding is an analytical process in which data, in both quantitative form (such as questionnaires results) or qualitative (such as interview transcripts) are categorized to facilitate further research. The classification of information is an important step in preparation of data for computer processing with statistical software. Also in charge of the management of execution and client contact in regards to Coding. This… Show more Responsible for the growth of the Survey Coding and Analysis business. Coding is an analytical process in which data, in both quantitative form (such as questionnaires results) or qualitative (such as interview transcripts) are categorized to facilitate further research. The classification of information is an important step in preparation of data for computer processing with statistical software. Also in charge of the management of execution and client contact in regards to Coding. This position oversees all aspects of their assigned projects and those working on their projects to ensure each client receives their final coded outputs, on-time, everytime. The Senior Project Manager is integral in many areas of the operations within the Transcription department at Focus Forward. Everything from assisting other project managers, proofreading transcripts, maintaining the hiring of independent contractors, as well as managing the audio processing of long term projects. Show less

The Transcription Support Specialist is responsible for assisting project directors accomplish their operational tasks. In addition, he/she has a broad knowledge of our processes, our formats and of transcription in general. The support specialist serves as a knowledge base for the proofreading team, and is able to accomplish all tasks, short of general client correspondence, that project managers handle. Focus Forward, LLC emphasizes a team approach and expects every person to… Show more The Transcription Support Specialist is responsible for assisting project directors accomplish their operational tasks. In addition, he/she has a broad knowledge of our processes, our formats and of transcription in general. The support specialist serves as a knowledge base for the proofreading team, and is able to accomplish all tasks, short of general client correspondence, that project managers handle. Focus Forward, LLC emphasizes a team approach and expects every person to perform any reasonable task or request that is consistent with fulfilling company objectives. Show less

• Cold-called current and potential customers• Developed and distributed executive summaries• Developed marketing strategies• Created advertising posters for work fairs• Stationed customer service desk• Collaborated with other customer service representatives daily• Built databases on Microsoft excel of potential environmental customers• Corresponded with customers via telephone and e-mail• Interpreted and applied direction from supervisors daily