I direct service implementation, account management, and customer success for leading AI-enabled healthcare software solution start-up, managing up to 4 direct reports. I orchestrate product installation and configuration, complying with FDA, HITRUST, ISO, and all other regulations. I collaborate with cross-functional leaders across sales, product development, and marketing, driving customer satisfaction, renewals, upselling, and process/ system improvements. I strengthen customer experience… Show more I direct service implementation, account management, and customer success for leading AI-enabled healthcare software solution start-up, managing up to 4 direct reports. I orchestrate product installation and configuration, complying with FDA, HITRUST, ISO, and all other regulations. I collaborate with cross-functional leaders across sales, product development, and marketing, driving customer satisfaction, renewals, upselling, and process/ system improvements. I strengthen customer experience, actively managing Support Services performance metrics including resolution times, Mean Time to Repair (MTTR), Fixed Coverage Charge Ratio (FCCR), ticket backlog, SLA compliance, change management, competency, capacity management, and upgrades. Key accomplishments include:• Launched new support workflow covering entire customer lifecycle, leading presale demos/calls, providing pricing insight, delivering full implementation support, and achieving 100% SLA compliance.• Lifted customer service levels, collaborating with product development to evaluate/score product defects, plan future releases/service offerings, and improve communications via development ticketing workflow.• Drove business development in partnership with marketing team, serving as face of the company with key clients, generating critical product feedback, and securing testimonials from physicians.• Skillfully partnered with sales leaders, sparking renewals, upselling, and reference accounts via world-class customer service and increased product adoption.• Transitioned deployment from on premise to cloud, driving scalability and collaborating with cloud partners and sales leaders to establish overall structure and costs.• Cultivated trusted relationships with clinical, research, and life science customers including Mount Auburn, University of Wisconsin, Moffitt Cancer Center, Vanderbilt, First Health of the Carolinas, and City of Hope. Show less

I elevated healthcare client operations via innovative high-tech/high-touch solutions, implementing software and delivering excellent customer support. I directed service delivery project teams of up to 30, leading strategic planning, forecasting, scheduling, reporting, documentation, workflow, and execution. I identified customer’s unique IT and workflow requirements to ensure seamless software deployment. NYU, Miami Baptist, University of Chicago, University of Wisconsin, Moffitt Cancer… Show more I elevated healthcare client operations via innovative high-tech/high-touch solutions, implementing software and delivering excellent customer support. I directed service delivery project teams of up to 30, leading strategic planning, forecasting, scheduling, reporting, documentation, workflow, and execution. I identified customer’s unique IT and workflow requirements to ensure seamless software deployment. NYU, Miami Baptist, University of Chicago, University of Wisconsin, Moffitt Cancer Center, and Genentech. Key accomplishments include:• Boosted revenue growth, serving as Subject Matter Expert during clinical demos/presales meetings, upselling modules during renewal process, and serving as key resources throughout purchasing process.• Strengthened overall customer experience and product adoption, training administrative and clinical users, actively troubleshooting issues, engaging customers via check-in calls, and tracking usage via metrics.• Built trust with stakeholders including executive leaders and IT, security, and end user team members, identifying client needs and closely communicating throughout service delivery process. Show less

I established critical workflow processes, policies, and procedures for Roche start-up division NAVIFY SaaS solutions. I defined program deliverables and led workflow analysis, outlining product customization/ configuration and identifying potential modifications. I encouraged clinical and physician product adoption, utilizing continuous improvement, Lean, Six Sigma, and change management tools to deliver solutions. I directed project teams with internal and client representatives, steering… Show more I established critical workflow processes, policies, and procedures for Roche start-up division NAVIFY SaaS solutions. I defined program deliverables and led workflow analysis, outlining product customization/ configuration and identifying potential modifications. I encouraged clinical and physician product adoption, utilizing continuous improvement, Lean, Six Sigma, and change management tools to deliver solutions. I directed project teams with internal and client representatives, steering customer through testing and clinical integration of NAVIFY solutions including cloud-based Tumor Board product. Key accomplishments include:• Introduced NAVIFY Tumor Board workflows, system configurations, and process improvements for new/potential clients including the University of Missouri, quickly identifying/resolving application issues. Show less

I elevated customer satisfaction and clinical/operational performance for leading hospitals, resolving pressing business issues and accelerating solution adoption. I utilized Lean, Six Sigma, and change acceleration tools to spark continuous improvement across large, multifaceted healthcare organizations. I led workflow analysis, identifying performance gaps, developing recommendations, and validating future-state processes. I directed cross-functional internal and external resource teams… Show more I elevated customer satisfaction and clinical/operational performance for leading hospitals, resolving pressing business issues and accelerating solution adoption. I utilized Lean, Six Sigma, and change acceleration tools to spark continuous improvement across large, multifaceted healthcare organizations. I led workflow analysis, identifying performance gaps, developing recommendations, and validating future-state processes. I directed cross-functional internal and external resource teams through continuous improvement process, developing and deploying change management strategies. Key accomplishments include:• Delivered world-class continuous improvement guidance, leading all aspects of Kaizen events for radiology and cardiology implementations at top hospitals including NYU, Mobile Infirmary, and Miami Baptist.• Instrumental to VA Veterans Integrated Services Network (VISN) service improvements across 18 posts within 1 year, delivering service upgrades and PACS software training to help critically injured patients.• Earned Philips Innovation Award for key contributions, serving as internal and external Subject Matter Expert across Lean Six Sigma, Change Management, Healthcare Data Analytics, and Kaizen.• Actively managed all escalated accounts, reducing churn through delivering superior customer service. Show less

X-Ray Technologist with Orthopedic Associates of KankakeeKey accomplishments include serving 1 week in Orange, TX mobile medical unit after Hurricane Katrina as part of FEMA/Chicago Bears’ partnership.