Positions:Treasurer: 2016 - PresentPast President: 2015 - 2016President: 2013 - 2015President-Elect: 2012 - 2013Membership Chair: 2011 - 2012

• Assist partners and clients through launch planning and value proposition definition, marketing and sales tool development, and customer acquisition and retention strategies.• Create business plans and roadmaps for achieving each client’s mission and vision.• Serve as the Solutions Strategist to determine market opportunities, competitive landscape, and technology trends for clients.• Provide comprehensive business consultation to business units and IT management on all phases of the project development cycle.

• Work with cross-functional teams to develop business and functional requirements, user interface design, data modeling, system designs and interface specifications.• Facilitate the gathering and analysis of business requirements as related to multiple products/segments and corresponding processes/procedures• Provide comprehensive business consultation to business units and IT management on all phases of the project development cycle.• Oversee and provide hands-on project management of medium to large-scale projects including all phases of project life cycle and/or SDLC.• Ensure quality and timeliness of project results, as well as, ensure established budget is adhered to based upon project requirements.

• Responsible for leading the Account Management, Documentation, QA, and Customer Support departments. • Manage client expectations and lead strategic projects.• Created Key Performance Indicators (KPI) and consistently achieved all KPI’s.• Oversee the development and execution of data queries in order to generate a full analysis of quality measures.Key Achievements:• Provided leadership and guidance to the Customer Support and Account Management teams in order to maintain a 95% customer retention rate. • Responsible for creating a transitional plan on integrating three support departments and three different technologies under one customer support structure through multiple acquisitions.• Managed the project team for completion of query development and data validation consisting of data mined from over 700 databases for multiple CME grants.• Maintain an average answer delay of 8 seconds and an abandonment rate of 1.5% with an average weekly call volume of 1300 calls.• Developed a training program that compliments rapid growth by incorporating lunch ‘n’ learns, hands on lab scenarios and comprehensive assessments.

• Provided direct operational leadership to Account Management and Customer Support teams.Key Achievements:• Improved operational efficiencies by increasing the client/specialist ratio from 20 to 25 clients per specialist. • Developed the project plan, allocated resources and implemented the integration of two independent client bases into one customer management system. • Hired 45 employees between July 2010 and September 2012 with an attrition rate of 22%.• Created and implemented a fast track program that resulted in promoting 67% of the employees hired within the Customer Support group in less than a year.

• Provided direct operational leadership to Support team that included 20 direct reports.• Supervised the support of a client base consisting of over 8,000 users within the ambulatory and community health center market.Key Achievements:• Implemented a scalable support model in order to accommodate future growth, improve morale, and increase productivity. • Created and implemented initiatives that reduced the active client issue count from an average of 100 each week to 15. • Implemented a training program that resulted in the department producing a 96% resolution rate within 48 hours, a 90% resolution rate on the initial call and a client satisfaction rate of 3.8 on a scale of 1-4 which was an increase from the prior metrics of 94% resolution rate within 48 hours, 85% resolution rate on the initial call and a client satisfaction rate of 3.7.