Thomas Albee Email and Phone Number

Founded in 2009, MDLIVE is a leading telehealth provider of online and on-demand healthcare delivery services and software that benefit patients, hospitals, employers, payers, physician practice groups and accountable care organizations.Our cloud-based Virtual Medical Office software platform makes it possible for patients, medical professionals and plan administrators to collaborate seamlessly and securely via voice, video, email and mobile devices.

HiConversion is the leader in e-Commerce Revenue Performance Management (eRPM) software and services. We empower e-Commerce brands to produce predictable, sustainable revenue growth from existing web traffic. As a Product Manager I am responsible for leading and managing e-commerce optimization projects for HiConversion’s customers, and managing the overall delivery of timely quality implementations, service projects, and support tasks. I also function as the primary representative of the company to its clients. I manage product marketing including product launch management, sales training presentations, sales tools, competitive analysis and general sales support. I also interface with engineering for product development, product pricing and product life-cycle management. My functions include client services, sales support, product management and marketing.

Responsible for all aspects of client management for the global leader in enterprise brand protection. Functions as the main point of contact to Fortune 100 clients and operate as the internal advocate for the customer. Duties include brand and trademark protection, domain registration, customer information maintenance, up-sell of products and managed services, customer satisfaction and team leadership. Personal clients included Hilton Worldwide, Avaya, Blue Cross, CVS Pharmacy, Experian, Genworth Financial, Travelocity, Carnival Cruise Lines, Holland-America, Princess Cruise Lines, Trek, WWE

In charge of the management and overall performance of the Client and Customer Service Department, along with being a coach, a motivator and a mentor. Direct reports consisted of two supervisors managing teams of six customer representatives each and a team of five large client account managers. Ensured all account managers, supervisors, and their direct reports were aware of the established vision, goals and metrics. Directly responsible for maintaining the qualitative and quantitative metrics for the entire department. Accountable for continuously evaluating the workflow, identifying areas for improvement and providing cost effective solutions. Created customer and client focused content for website. Instrumental in conveying customer and client needs and solutions to executive team and other departments providing the voice of the customer back into the organization. Reported daily directly to COO and V.P. of operations regarding contact center issues and opportunities.