Provides leadership and management of Marketing Operations and personnel in the marketing and patient recruitment areas. Globally responsible for Marketing Operations (Patient Recruitment), Contact Center Operations, Marketing Optimization & Reporting, Database, Re-Engagement and Referral Verification. Member of the Senior Leadership Team responsible for the leadership, management, and planning of the strategies and actions which promote the mission, vision, and goals of AES through internal and external communications, marketing and patient recruitment/enrollment, strategic partnerships, and marketing expansion

Developed, executed and managed all third-party call center campaigns, involving over 500 agents globally, to support our Direct-to-Consumer (DTC) inbound and outbound marketing programs. Oversaw all phases of complex, global direct marketing campaigns executed by our third-party contact centers, while ensuring a targeted focus in all areas of quality and reporting. Selects vendors, handles contracting and negotiations on pricing to drive efficiency and cost-effective practices and performance. Managed campaign budgets as they relate to the performance of contractual performance and revenue modeling, to reduce costs where applicable while maintaining quality using Information Technology and Telephony contact center capabilities. Worked together with the creative services marketing team to ensure all best practices are followed. Oversees the development of Standard Operating Procedures (SOPs), Business Requirement Documents (BRDs), and work instructions for the contact centers. Reviewed all contact center scripts in accordance with identified Legal, Regulatory, and program Compliance needs.

During my tenure thus far, I have served in multiple leadership roles culminating into several Director roles. In my past roles, Oversaw, distribute and drive improvements to monthly GL-based reporting of marketing efficiency across entities to optimize patient enrollment. Provide Executive Business Review support, R&O on marketing expense, and trended margin reporting with insights. In my previous role, I developed the Operations Finance role from the ground up while simultaneously leading strategic and operations finance teams across all performance-based projects and driving revenue and profitability. I set, guide, and continuously improve strategic company operations as a key member of the COO Leadership round table and strategic operational leadership team. I am a trusted thought leader and company award-winner who is known for consistently delivering high-value solutions and driving innovation.

In these roles, I led and mentored a team in executing all billing processes while simultaneously overseeing 50+ partners billing books of business and serving as Firm Administrator for all e-billing sites. I handled all invoice reduction appeal processes, processed financial income reports of unsubmitted E-Bills, and opened invoice history statistics daily. During this time, I worked directly with executive business partners and was a recipient of the company’s Customer Service and Dedication Core Value Award.

In this role, I was responsible for accepting, analyzing, and submitting bills across 12 company offices while concurrently serving as Firm Administrator for 16 different internet sites.

Petty Officer 3rd Class, USCGUSCGC Hamilton San Pedro, CATracen Cape May Facilities Engineering