▪ Led 24/7 platform support team for 18 top bank partners with millions of user’s transactions while growing customer satisfaction score (CSAT) to 99.3% ▪ Ensured incidents responses and resolution within rigid SLA timeline. Meeting 30-minute response and 2-4 hours resolution timelines at 99.94%▪ Created and managed incident resolution / escalation process to quickly resolve (usually within 4 hours) for code-driven issues▪ Authored approved budget and resource management plan that… Show more ▪ Led 24/7 platform support team for 18 top bank partners with millions of user’s transactions while growing customer satisfaction score (CSAT) to 99.3% ▪ Ensured incidents responses and resolution within rigid SLA timeline. Meeting 30-minute response and 2-4 hours resolution timelines at 99.94%▪ Created and managed incident resolution / escalation process to quickly resolve (usually within 4 hours) for code-driven issues▪ Authored approved budget and resource management plan that optimized ROI for support services and surpassed KPIs each quarter▪ Built cross functional alignment with engineering, product and sales to drive continuous improvement for customers Show less

Areas of expertise:▪ Customer/technical support/services▪ Implementation services, client on-boarding at scale ▪ Renewals and upsells▪ Cloud based solutions▪ Training development / delivery▪ Project and process management▪ Building operations efficiency▪ Maximizing employee development▪ Supporting sales executives in the promotion of pre-sales process with technical assistance, demonstrations and continuous prospect follow-up until closure.▪ Drive… Show more Areas of expertise:▪ Customer/technical support/services▪ Implementation services, client on-boarding at scale ▪ Renewals and upsells▪ Cloud based solutions▪ Training development / delivery▪ Project and process management▪ Building operations efficiency▪ Maximizing employee development▪ Supporting sales executives in the promotion of pre-sales process with technical assistance, demonstrations and continuous prospect follow-up until closure.▪ Drive successful client on-boarding efforts; implementation planning, roll out, ongoing support and account management ensuring successful launches▪ Complete cross-functional planning to create priorities and ensure on-going customer satisfaction at 100%▪ Construct effective and sustainable processes that advanced solution delivery which supported fast adoption at scale▪ Advocate for customers product enhancements request of features to improve customer satisfaction and increasing up-sells Show less

▪ Sr. Client Services and Support Manager (15 Concurrent Hospital SYSTEMS)▪ Project Management leading for; Office of Nation Coordinator Clinical Quality Measures Certification (eCQM) and Cures Act ONC CQM EH/EP Certification.▪ HiTrust Certification (Health Care Security and Compliance's Top Standard)▪ Co-wrote specification for Value Based Purchasing product for insurers. ▪ Led projects to launch or streamline the ALL company Engineering, QA, Support and Implementation… Show more ▪ Sr. Client Services and Support Manager (15 Concurrent Hospital SYSTEMS)▪ Project Management leading for; Office of Nation Coordinator Clinical Quality Measures Certification (eCQM) and Cures Act ONC CQM EH/EP Certification.▪ HiTrust Certification (Health Care Security and Compliance's Top Standard)▪ Co-wrote specification for Value Based Purchasing product for insurers. ▪ Led projects to launch or streamline the ALL company Engineering, QA, Support and Implementation processes. Show less

Held multiple senior roles while helping Quantros grow from $1M to more than $33M in revenues. During my successful tenure there, I served as VP of Operations and Director of Client Services which included; Training & Implementation, Customer / Technical Support, Human Resources, Facilities, IT and acquisition integration, and overall operations. I led a team of technical and clinical implementation professionals. This team was responsible for rolling out and supporting Patient Safety and… Show more Held multiple senior roles while helping Quantros grow from $1M to more than $33M in revenues. During my successful tenure there, I served as VP of Operations and Director of Client Services which included; Training & Implementation, Customer / Technical Support, Human Resources, Facilities, IT and acquisition integration, and overall operations. I led a team of technical and clinical implementation professionals. This team was responsible for rolling out and supporting Patient Safety and Regulatory Reporting software to more than 3,700 healthcare facilities accessed by over 700,000 users (during my tenure):▪ Led implementation and training teams and activities for complex Hospital System Software including Ascension Health with over 2650 facilities and 3 products for 350,000 users; on-time, under budget and within scope▪ Built and managed a support infrastructure which moved customer satisfaction from 70% to a more than 99% service satisfaction rating for five years▪ Managed team that delivered more than 1,300 regulatory submissions per quarter with a 100 percent success rate for six consecutive years▪ Optimized the entire IT support infrastructure which resulted in a more than $250,000 annual savings for six consecutive years▪ Developed, then led, Client Services Release Readiness program for releases to ensure consistent preparation and delivery internally and externally▪ Managed client’s service recovery efforts saving several major contracts▪ Led the successful integration of four acquisitions across the United States which accounted for almost half of company revenue Show less