Our patient-centered medical clinics at MY DR NOW are focused on primary care and founded on these three patient experience pillars; Accessibility, Affordability, Services. When you or a loved one is sick, you often don’t have the time to go shopping for doctors. MY DR NOW is the next step in innovative healthcare. We provide patients a single source for integration of care, one where the doctor knows your complete health history and ensures that medicine or treatment prescribed won’t interfere with the treatment plan for a coexisting condition. We’re a one-stop shop that specializes in Family Practice, Internal Medicine, and Pediatrics. I have been offered the unique opportunity to start a call center for an amazing medical practice in town. There have certainly been challenges in starting something with not a chair or cubicle in sight. A year later we have a fully functioning call center team. I have also had the pleasure to lead our medical records and referrals team. While taking on the challenges of creating something from scratch, I also have taken the challenge of changing our referrals system to increase our patient satisfaction and ensure we're living our mission. We currently boast a 2% abandon rate with an 87% SLA in the call center! We are EXTREME in our customer service and I wouldn't have it any other way!In the copious amount of spare time I've got, I've also created company wide policies to help us keep an eye on our patient satisfaction. We've got a robust quality program to include quality monitoring of calls in 3 key department and patient complaint/compliment tracking. I rolled out a full employee recognition program and assisted company wide as the "excel guru."

The leader in providing high-quality DME services to hospices nationwide, StateServ is always working to help hospices improve end of life care for patients and their families. DMETrack, StateServ’s proprietary software, has set a new standard in providing up-to-the-moment data on DME utilization, cost, equipment tracking, and ordering capabilities to hospices. I accepted the position with StateServ to be an agent of change. I developed KPIs for their customer care department and raised their service level 20% in the first 4 months with an additional 15% by month 6. I reviewed departmental trends on a daily and weekly basis to pivot as needed. Our commitment was to provide a world class experience to every life we touch. We achieved that through on-going training of their current agents and attracting top talent in new agents. I established a clear vision which aligned with our company value of quality and our culture of innovation. Additionally, I provided oversight of functions in the customer care center which included customer care, provider services, complaints, grievances and implementation.

At RGB Restoration, they pride themselves on providing low cost, high quality solutions while maintaining an exceptional level of customer service. Major storms and the damage they cause can create a stressful atmosphere when trying to navigate the insurance and repair process. Their experience in the business and commitment to customer service enables their trained staff to turn a stressful situation into a painless, pleasant experience.I accepted the opportunity to consult with RGB on a 3 month contract. During this time I assisted project estimators in providing up to date estimates as well as notice of completions on roof claims in the Prescott Valley.

Sunrun has 100,000+ customers across the country and is growing quickly. They have some of the happiest customers because of the tremendous savings they have enabled on their electric bill and the simple, hassle-free experience they create for them. Their customer satisfaction scores are on par with Amazon, Zappos and Southwest Airlines.During my time with Sunrun I was given the unique opportunity to build a customer service quality assurance department. I spent the first several month creating proof of concept in addition to creating a call audit program for our solar advisors. My efforts saw a 42% lift in quality scores and helped our sales department close an additional $11 million in sales. How does that happen? It happens through dedication to the customer's experience Asking quality based QA questions to determine their experience with us as a company. Providing customer's feedback to the sales leadership team allowing them to provide coaching and additional training as neededRecommending process change and building new procedures to ensure our culture is one that is customer obsessed Leading my team to excellence through monitoring daily/weekly/monthly objectives and setting clear guidelines

Arizona Solar Concepts is a local, family-owned company focusing on local and domestic products. They are an industry leader in the engineering, design and integration of solar panels for both residential and commercial clients. It is their constant mission to exceed our customer's expectations by hiring exceptional engineers and forward thinking environmentalists, to aid us in the design and construction of highly efficient eco-friendly systems.During my time as the Marketing manager I was responsible for marketing company services to the right demographic. This was executed through demonstrating company product knowledge through social media efforts as well as in person at trade shows. I analyzed partnerships with other environmental companies which created new marketing strategies. Doing this allowed me to build brand recognition resulting in lead generation. Finally, I created new sales procedures leading to the most profitable second quarter Arizona Solar Concepts had seen in it's tenure.

During my time as the project manager, I managed all aspects life cycle for 200 customers to include scheduling site visits, installations, inspections and completions. I provided excellent customer service to all our customers on the status of their project on a weekly basis. I provided clear direction to utility companies and local jurisdictions for installation and eventual completion of all our solar projects. I implemented changes to the installation job process to increase efficiency and expedite projects to completion. I developed best practices and and tools for project execution and management. I worked with our project engineering team to ensure compliance with local jurisdictions.

What makes a lock worth more than the metal it’s made from? How does a security system deliver both protection and peace of mind? What does it take to engineer a solution that stays ahead of the latest trends and technologies? The answer is visionary thinking. Careful design. Superior craftsmanship.It's attention to all the little things that make a big difference when it comes to safeguarding the things that matter most. The answer is in the name—it's Stanley Security Solutions.I had an amazing opportunity to be a call center dispatch manger where I created and reviewed customer reports and identified areas of improvement. I developed quality assurance procedures and process to improve controls and an effective work flow. I learned the new skill of coaching agents in processes and new procedures. Our leadership team audited daily service tickets entered by dispatch team for data entry accuracy and compliance of customer processes. I provided data analysis on daily trend reports supporting service ticket data entry and call volume. I identified areas of improvement in our processes and adapted our procedures to better meet our customer’s needs. I examined dispatch trends for core problems and suggested preventative action to operations leadership.

By integrating their Total Quality Process throughout their firm, VBS Restoration has become the premier provider of restoration services by bringing projects in on-time, and with the best in quality workmanship. They accomplish this by making the most efficient use of their best assets: VBS Employees, who deliver a service that satisfies the first time; every time. They will continue to meet the challenging needs of their clients with their devotion to customer satisfaction. Their clients can be assured of their commitment to quality of work and attention to detail.During my time at VBS Construction, I developed tools to track and monitor personal sales opportunities, deals in progress and finished contracts. Our team consistently hit and exceeded sales goals by 20%. I developed spreadsheets to track bi-monthly billings, client proposals, contracts, subcontracts and subcontractor licenses. I received recognition by upper management for providing superior customer service. I worked diligently to resolve customer complaints and disputes. We created repeat business and referrals by developing long-term relationships with regular customers. As a part of our marketing efforts, I developed media kits, increased credibility and client awareness by developing technical/non-technical marketing collateral and presentations, public relations campaigns, articles and newsletters resulting in increased company exposure, customer traffic and sales. I took pride in the personal relationships I had built with insurance estimators.