- Oversaw and directed the daily operations of Product Support and Data Review teams, ensuring seamless and efficient workflows.- Proactively monitored and optimized KPIs for the Product Support team, driving continuous improvement in performance metrics.- Developed and implemented comprehensive SOPs for the Product Support team, enhancing operational consistency and efficiency.- Conducted thorough annual performance reviews for team members, fostering professional growth and aligning individual contributions with organizational objectives.

Managing day to day operations for a successful certified electronic medical records and practice management company. Responsible for providing technical support for 6000+ offices and clinics nationwide. Tasked with developing support processes and methodologies for improving client response, customer experience, and resolution turnaround time, for better patient care outcomes. Hands-on experience with practice management electronic health records software and providing managed support solutions for medical clinics. Focus and emphasis on building client relationships for better business partnership outcomes for both SaaS and non SaaS clients. - Responsible for inbound Mitel Call Center automated call handling system, then onboarding Ring Central and Xima phone system/CCaaS software.- Managing team of 16 call center representatives.- 90% average customer care satisfaction company wide - Creation of technical documentation and escalation processes for Tier 1 through Tier 3 support structure.- Handling of client complaints and issue escalations to programming and development team. Including software requests for entire client base.- Responsible for recruitment and onboarding of technical staff company wide, annual staff reviews, call center coverage scheduling and call forecasting. - Team player, self-starter, chosen for colleague voted awards 5 times in my tenure here.

- Provided advanced product support for the company's healthcare software.- Assisted clients in resolving advanced technical issues and answering questions related to product features and functionality.- Developed and maintained strong working relationships with our largest enterprise clients.- Developed the training protocol for new Product Support members, as well as create a One Note for all existing team members.- Reviewed and monitored tickets and call handling for other Product Support members.- Provided call handling and technical guidance to team members on a daily basis.

- Assisted in the implementation and conversion of new clients onto the company's software.- Worked closely with clients to understand their unique needs and ensure a smooth transition to the new system.- Determined data needed and how to retrieve it from a multitude of other EHR systems.- Developed and maintained strong working relationships with clients, providing exceptional customer service.- Consistently met or exceeded performance metrics and objectives including Client Satisfaction and Time to Completion.- Created and implemented two new positions including processes and KPIs for Implementation

- Provided basic and intermediate product support for the company's healthcare software.- Assisted clients in resolving technical issues and answering questions related to product features and functionality.- Developed and maintained strong working relationships with clients, providing exceptional customer service.- Assisted in the development and implementation of training programs for new team members.- Consistently met or exceeded performance metrics and objectives including Calls Per Hour and Client Satisfaction.

Maintain servers and perform maintenance tasks on them.