As Associate Director of Customer Relationships, I play a role in gathering insight, driving engagement strategies for early adoption, and maximizing product and company value. Also serves as the key point of contact between clients and cross-functioning teams, ensuring seamless communication, understanding client needs, and promoting effective product adoption.

Essential Responsibilities:- Manage the Customer Success department’s daily activities focused on completing orders, speaking with customers and their partnering laboratories, building trust and rapport with customers while identifying areas of improvement, establishing best practices, and documenting them- Create, revise, and improve Customer Success policies to improve agent training, order processing, communication with customers and their partnering laboratories, and complaint mitigation and resolution tactics - Ensure adherence to Standard Operating Procedures (SOPs) regarding data entry, data verification, and deficiency resolution requirements- Respond and appropriately address escalated customer support issues quickly and efficiently- Inform the team of all new information related to products, procedures, and trends that will affect test orders- Lead the training with agents for all new clinics on how to use the web portal for test ordering, documentation uploads, and test result retrieval- Evaluate Customer Success metrics and prepare detailed reports to share with the broader team and leadership team- Oversee and evaluate the Customer Success team’s ongoing efforts for internal and external training- Partner with other departments (Engineering, Medical Affairs, Business Strategy, Regulatory and Reimbursement) to drive operational efficiency across the company- Conduct performance reviews and follow company processes to maintain team hygiene and health

- Manage multiple rental properties in Stanton Heights, Pittsburgh, overseeing tenant relations, property maintenance, and rental agreements.- Develop marketing strategies to attract tenants and ensure high occupancy rates.- Handle all financial responsibilities, including budgeting, accounting, and profit analysis.- Maintain relationships with contractors and service providers to ensure timely repairs and property upkeep.

- Led financial operations, including expense management, forecasting, and budgeting for a mid-sized distribution company.- Managed client relationships, ensuring ongoing communication and maintaining a strong customer base through CRM tools.- Conducted cycle counts and inventory analysis to correct discrepancies and streamline operations.- Designed and executed marketing and sales campaigns that contributed to a 15% increase in overall sales.Key Achievements:- Introduced financial forecasting tools that improved budget accuracy by 25%.- Led a company-wide effort to reduce operational inefficiencies, resulting in a 10% increase in profitability.

- Provided personalized English lessons to Japanese students with a focus on pronunciation, idiomatic expressions, and listening skills.- Tutored students in various subjects, including Math, Science, and History.- Prepared students for TOEFL examinations.

- Organized intercultural events and facilitated discussions between Japanese natives and American students.- Managed the organization’s budget and fundraising efforts.- Advised students on study abroad opportunities in Japan.