Tina Brown Email & Phone Number

Beaumont, Tx, Us

- Responsible for strategic vision, planning, and direction pertaining to organizational areas of responsibility including customer support services delivery (including service center), cloud operations services, and customer success and relationship management.- Maintains senior management level oversight for multiple aspects of support/operations processes, technologies, and customer relationship management all which are collectively involved in the overall customer experience.- Ensures that customers have a great experience with the product or service, including onboarding and support; and sets strategies for developing relationships with customers, as well as overseeing customer feedback processes.- Utilizes KPIs to track organization success and continuous improvement, including, but not limited to SLO and CSAT metrics; performs monthly reporting of key customer and operational metrics.- Directly interacts with customers on customer experience results; and collaborates across all divisions of organization to achieve exceptional customer service, wholistically.- Responsible for the ITIL process areas: Incident Management, Service Request Fulfillment, Service Desk Management, Problem Management and Knowledge Management

San Antonio, Texas, United States

- Direct quality and organizational improvement process initiatives as defined by organization's quality improvement plan- Provide leadership of process reengineering and the optimization of business solutions and software, and business process design initiatives - Direct ITSM / ITIL program activities and performance reviews- Serve as Customer Success Manager and advocate for the customer and in advising, supporting, and acting as an escalation point for all operational processes

San Antonio, Texas, United States

- Maintained relationships with existing customers through account management, quality improvement, and customer satisfaction efforts- Managed implementation of quality and organizational improvement initiatives- Served as Customer Success Manager to provide customer account management by acting as an advocate for the customer and in advising, supporting, and serving as an escalation point for all operational processes

Texarkana, Texas Area

Director for Hospital Operations in the areas of Facilities Planning, Real Estate and Lease Management; Emergency Management; Environmental Services; Food Services; Plant Operations; Clinical Engineering/Biomed, Security; Senior Health Center and MSO. Provide executive oversight of Texas Waiver 11 / Delivery System Reform Incentive Payment (DSRIP) program. Perform contract management, project management and process improvement functions.Regional Safety Officer, Environment of Care Committee Chair, and Multidisciplinary Committee for Purchased Services Chair

St. Micheal Health System, Texarkana, Texas

- Direct and plan operations of Senior Health Clinic, Network Services, and Delivery System Reform Incentive Payment (DSRIP) program activities for CHRISTUS St. Michael Health System. - Direct Physician Recruitment program activities aiming to increase physician alignment consistent with regional strategic plan.- Oversee Physician Contracting and assure compliance, in collaboration with Risk Management, Legal Counsel and Compliance- Ensure compliance with Texas HHSC DSRIP protocols. Prepare data/reporting preparation and analysis and manage auditing activities.

St. Michael Health System / Texarkana, Texas

- Program management oversight of Delivery System Reform Incentive Payment (DSRIP) project initiatives. - Responsible for organizing, communicating and evaluating team objectives, coordinating core team meetings, and providing consistent accurate information flow. - Ensure compliance with Texas Health and Human Services Commission (HHSC)/DSRIP protocols. - Collaborate directly with individual project managers on project performance and assist in continuous quality improvement activities. - Participate in the analysis, summary and reporting of clinical and administrative data for regulatory purposes and prepare documentation for submission to internal and external auditors.

St. Michael Health System / Texarkana, Texas Area

- Manage multiple grant funded project initiatives focused on quality outcome improvement and cost reduction within healthcare environment. - Direct research study team and research activities; provide leadership and participate in developing study-related documents to include protocols, investigator files and informed consent documents; manage research data collection and reporting to Institute Review Board and AICHN Board of Directors. - Manage relationships with legal agencies pertaining to patents or intellectual property- Manage partner relationships and contracts with third-party vendors.- Collaborate with software development companies on new mobile technology designs and testing- Prepare documentation for submission to internal and external auditors- Perform budget planning and tracking, human resources management, vendor management, and contract management.

Texarkana, Texas Area

- Managed enterprise solution services and team of 12 employees, virtually located across regional markets in Texas and Louisiana. - Delivered solutions design, enterprise systems engineering, and systems administration functions; - Oversight of IT service strategy and lifecycle management of enterprise health information system (MEDITECH), health information exchange, and medical imaging technologies- Directed the delivery of technology architecture planning and design for all business applications throughout the CHRISTUS Health enterprise- Performed strategic planning, capital and operational budget planning and tracking, human resources management, vendor management, and contract management.

- Led development of technical strategies, evaluated new business solutions, and created architecture designs aligned with business application, security, and infrastructure requirements. - Evaluated proposed system acquisitions and provided input to the decision-making process relative to compatibility, cost, resource requirements, operations, and maintenance. - Managed multiple related projects directed toward strategic business and other organizational objectives. - Coordinated implementation tasks involving multiple third party vendors. - Business consultant and knowledge expert for MEDITECH Client Server platform and supporting infrastructure technologies.

- Directed organization-wide project management functions and team of approximately 30 employees virtually located across regional markets in Texas and Louisiana, providing global services for project management and program management. - Performed resource management, demand management, strategic planning, operational and capital budget management, productivity tracking, and contract services agency management. - Developed project management standards, guidelines and procedures. - Defined and initiated projects, assigned Project Managers to manage scope, cost, schedule, and performance of projects throughout enterprise. - Mentored and coached associates in project management practices.

- Managed staff of 11 employees, virtually located across regional markets, providing services for project management, interface development, and application implementation support. - Project managed multiple, large-scale enterprise projects. - Utilized project management software to set up project timelines and resources, track the progress of project work and monitor project performance. - Provided leadership to project teams including coordination of all activities of project resources, contractors, vendors and other participants. - Recruited, managed, and provided career development to staff.

- Managed staff of 16 employees, virtually located across regional markets, providing services for technical engineering, technical security, technical project management and procurement functions to healthcare locations across Texas and Louisiana. - Planned and directed technology strategy and solutions to include establishment of technology roadmaps; best practices for design and implementation standards for new systems and infrastructure; technical security program and assurance; and technical project management functions.- Managed capital and operational budgets, human resources, vendors, contracts and department operations.

Beaumont/Port Arthur, Texas Area

Master Of Business Administration - Mba, Business Administration And Management, General

Summa Cum Laude

Bachelor Of Science, Management

Cum Laude Graduate

Aas, Mis

Activities and Societies: Summa Cum Laude Alpha Chi Omega