▪ Implemented sales operations with cross-functionally aligned strategies in marketing, R&D, finance, & consumer service/education that increased gross revenue by 7x in less than 2 years▪ Created and provided daily, weekly, and monthly sales dashboards to senior leadership to demonstrate adherence to sales plan that informed changes to current promotional strategies and/or product matrix to meet and exceed growth targets▪ Utilized HubSpot to identify and resolve any escalated customer issues from the contact center as well as isolate and track new business opportunity leads generating greater repeat business and incremental revenue growth▪ Analyzed customer base on a monthly basis to identify new and repeat users and worked with the marketing team to create targeted promotions that led to several SKU's becoming the #1 product in multiple oncology-centric consumer segments▪ Facilitated the team that overhauled and implemented SOPs for timelier and more efficient month-end financial reporting packages and Board of Director decks▪ Conducted weekly KPI-driven meetings with external vendors including: 3PL Warehouse, Contact Center, external digital marketing team, and our external Amazon team to understand the customer journey, address and resolve pain points for vendors and consumers, increase efficiency, and achieved sales goals▪ Facilitated weekly Product Supply meetings to socialize product inventory, ensure directional correctness to sales forecast, identify supply chain and future production needs, and spotlight opportunities for needed product innovations

▪ Established scalable processes, KPI’s, and workflows to enable the remote servicing of a consumer population census that grew over 400% across all markets during my tenure▪ Utilized Salesforce to create and refine dashboards that tracked multiple aspects of the customer census across several geographic regions as well as operationalized the sales funnel process to significantly reduce the time between lead and conversion▪ Met with Product Team weekly to refine and optimize our market leading, in-house SaaS consumer platform which led to an expansion in the number of state markets served from 7-10 during my tenure▪ Recruited, interviewed, hired, trained, and assisted with continuous improvement activities to grow the Coaching Team from 5 Coaches to a Team of 17 Coaches in under 24 months▪ Managed a Remote Care Management Team that supported family caregivers in multiple states via Medicaid waiver funded programs through the assistance of a SaaS coaching and communication platform, intervened with member escalations as needed, and owned the referral source relationship of state-level vendors in 3 states▪ Created a preceptor program to allow for professional development opportunities and peer-to-peer employee onboarding from identified top team performers▪ Worked with a cross functional team that ensured meeting or exceeding all benchmarks of both internal and external quality audits - including a 3-year NCQA accreditation

In addition to duties of all prior positions within the company, I am:A key member of the team that has delivered a full transformation in how our client-facing Operations staff conducts daily business by converting to an Agile Pod model.Lead a Business Unit consisting of:2 Client Service Directors (Case Mangers)1 Client Service Managers (Scheduler)Approximately 80 clientsParticipate in multiple weekly Operations meetings related to the day to day health of the business including:Business Unit MeetingMarketing/SalesRecruitingOvertime analysis and net revenue optimization strategiesRoutinely meet with referral sources to create, enhance, and nurture relationships to create reciprocal client satisfaction.Assisted with the creation of the agency Operations ManualTrained as a "Second Wind" Virtual Dementia TrainerTrained as a Certified Dementia Practitioner

Revamped new hire orientations to help HouseWorks be seen as an agency provider and employer of choice with an operational focus on:Home Visits -how they are conducted; what information is collected; how to communicate with client and caregiver; how to communicate with relevant external stakeholders; how to observe for safety and/or home modification issues; how to document the visit in the CRMOffice Communication - caregiver clocking in/out, reporting changes in client status, requesting time off, being a professional caregiver, utilizing log books for client usage as well as Long Term Care InsuranceEmergencies - When 911 is appropriate, understanding MOLST and DNR, how to communicate the incident and document it administrativelyHospice - what it means; how we support the family and client holistically in line with their wishes as well as the hospice agencies'; death with dignity; understanding what to do at time of death; examples of different religions and cultures handling of deathSenior Living Facility Guidelines - where to park; dress code; how to communicate with staff; locations of important landmarks (Dining Room, Gym, Pool, Wellness Center, etc)Long Term Care Insurance - what it is; how to document it; how to ensure it is processed in an effective and timely manner; how we operate as a valued partner with these providers

Developed and implemented an Excel sheet using conditional formatting to track all changes in weekly client revenue to inform Senior Leadership of revenue fluctuations and identifying market trendsA member of the "Leads Team" that had returning all New Business contacts (phone, email, or other) in a timely manner and processing the call appropriately to convert to new clients as its primary objectiveDeveloped an agency protocol and response plan for any incidents involving Department of Public Health reporting to codify the processParticipated as a panel member on several occasions for on-site Schwartz Center Rounds. HouseWorks was the first home-care in the country to participate in these rounds that served as a decompression setting and case study for impacted Case Managers, Care Givers, and Administrative StaffServed as the Client Service Director for the day to day needs of 40-60 Clients

All duties listed below for Associate Director of Client Services and:Served as Case Manager for the day to day needs of 50-75 clientsTook initial New Business lead calls and triaged/nurtured them as prospects until conversion to clientsWhenever needed/appropriate, conducted in-person initial assessments to create plans of care, understand client's psychosocial dynamics, and communicate with referral sources and client stakeholders on the plan to initiate servicesConducted marketing visits to increase volume of referrals and strength of referral source relationshipsEntered data into CRM system to log referral source visit notes, enter new contacts, and analyze referral source revenue history and trends

Served as Client Service Director (Case Manager) for 40-50 clients who received private-pay in-home care PCA servicesCreated, implemented, and maintained client plans of careCommunicated all updates and changes of care plans to caregiversServed as primary point of contact for all client communication among all client stakeholdersMaintained referral source relationships with third parties including Geriatric Care Managers, Hospitals, Hospice Agencies, Senior Living Centers, and Acute/Sub-Acute Rehabs

Accounts Payable / Accounts Receivable:• Working proficiency with Quickbooks & Solomon/Microsoft Dynamics Accounting Software• General Ledger Entry Creation and Posting for Physical Bank Deposits and Electronic ACH’s• Weekly On-Demand Checks Runs and Bi-Monthly Agency Provider Disbursements• Creation of AP Vouchers and AR Invoices• Creation/Maintenance of AP Vendors and AR Customers; • GL Sub-Account Creation/Maintenance/Analysis • Monthly Reconciliation of Bank Accounts Including Interest Posting & Allocation• Completing & Submitting Financial Reporting Documentation to State and Federal Agencies;• Active Participation in All Agency Financial Audits (State/Federal/Internal);• Regular Creation, Articulation, and Distribution of Financial Data to Agency Program Staff

§ Managed a team of 40 agents in a high-volume multi-client/multi-discipline stock transfer agency. Team grew to over 100 agents during tax season.§ Participated in the interviewing, onboarding, professional development, and ongoing performance process of all assigned team members.§ Reviewed and actioned on multiple daily KPI's relating to agent performance, adherence to client SLA, and overtime/net margin improvement management.§ Prepared slides and talking points for weekly calls with major clients as well as ad-hoc depending on the timing of client announcements to shareholders (i.e. - dividend changes, proxies, annual meetings, stock splits, M&A details).

§ Managed multiple hard lines departments (Chemicals, Plastics, Sporting Goods, Books/Music/Movies, Home Goods)§ Set sales planners per corporate and vendor timelines (including all weekly new release changes in physical media departments).§ Worked in conjunction with the planogram team on seasonal product resets§ Performed weekly inventory research to inform distribution center of out of stock/low-stock items and to reconcile product on the floor with product in the back room