I lead, develop, and redesigned the Operations team at Simplex Group, building and growing efficient, streamlined processes across all departments. My focus is on creating a seamless, high-impact customer experience that drives success for both the company and our clients. - Build and grow streamlined operations that enhance efficiency and customer satisfaction across all departments. - Ensure cross-functional collaboration between departments to deliver a cohesive end-to-end experience for customers. - Foster a culture of problem-solving, strategic thinking, and operational excellence within the team. - Manage customer retention efforts and resolve operational issues to improve client outcomes. - Set company-wide operational goals that improve both internal processes and customer experience. - Collaborate with leaders from sales, marketing, IT, and finance to align their work with customer-centric strategies. - Conduct research to understand customer behavior and operational impact, gathering feedback to inform continuous improvement. - Coach, mentor, and motivate team members to meet company objectives and deliver top-notch service. - Track and measure operational ROI, continuously driving process improvements. - Oversee a multi-regional and international team of professionals to provide the best possible service for our internal and external customers and clients.

Provides optimal leadership to the Client Success team tasked with supporting the Axiom Software platform and its international enterprise customer base.Demonstrates in-depth abilities in reporting to the Vice President of Client Success with a focus on setting the operating framework and executing services provided by the team.Successfully manages cross-functional team of 20+ employees including managers, remote employees, and remote offices across North America, India, and SE Asia.Skillfully analyzes product quality metrics/analytics (case volume, percent escalated, issue categorization and prioritization, backlog, and customer impact) while advocating for the customer to drive product improvement and issue resolution.Displays exceptional abilities in working with x-functional teams with a focus on driving visibility and collaboration for process improvement.Successfully manages and oversees the CSAT recovery program to enhance the client experience. Acts as the Escalation point for key clients at all levels, including C-Level Management.Displays optimal skills in recruiting, hiring, terminating, and training staff on organizational policy with a focus towards achieving corporate goals.Demonstrates in-depth skills in all areas of goal setting and employee development via corporate tools and processes.Effectively leads hands on employee engagement to promote retention and career development.Skillfully manages and reviews KPI’s to improve customer experience.Holds position as SOC2 Audit Manager, customer service organization.Provided international development support in moving to an off-shore organization via working on Tier-1 support issues/cases, designing/implementing training program, developing the mentorship program, and leading a team of 17 personnel off-shore.Implemented: Support training program reducing it from a 6-week hands-on program to a 2-week self-paced program.Committee Member: - DEI (Diversity) - EEC (Emp. Engagement)

Provided in-depth management of 22 direct reports (including managers and offshore employees) with a focus towards driving performance improvements.Demonstrated expert-level skills in setting quarterly individual goals while providing on-going performance feedback and formal performance appraisals.Skillfully evaluated measurement criteria with a focus on identifying organizational performance trends (customer satisfaction, operating efficiency, and product quality).Successfully maintained ownership over numerous areas of responsibility as a member of the global support leadership team with an emphasis on process definition and improvement, interdepartmental relations, program initiatives, and project management.Credited with effectively streamlining support by developing a tiered support structure for a better customer experience.Skillfully identified routing issues within the CRM automation routing process via restructuring the routing by tier and expertise.Successfully updated an existing routing automation tool with a focus on aligning subject matter experts with appropriate cases.Created an innovative change management process, using SharePoint, leading to a significantly optimized structure for rolling out projects.Provided international support development, in moving to an off-shore support organization, with a focus towards working on Tier-one support issues/cases.Consistently demonstrated optimal abilities in managing customer escalations

Successfully managed a diverse staff of 32 healthcare software professionals across multiple teams including support, services, and field consulting.Held position as the Project Manager and Department/Product Lead.Skillfully developed and implemented goals, objectives, and policies with a focus on identifying resource needs and recommending / implementing policies and procedures.Held responsibility for hiring, terminating, and evaluating assigned personnel with an emphasis towards collaborating with employees to correct deficiencies.Provided in-depth direction, coordination, and review of work plans with a focus on meeting with staff to identify and resolve problems, assigning work activities and projects, monitoring workflow, and reviewing/evaluating work products, methods, and procedures.Successfully identified opportunities for improving service delivery methods and procedures with a focus towards implementing improvements.Recognized for exceptional abilities in establishing and deploying documentation and policy for support and services, including the Service Level Agreement.Credited with successfully rebuilding the entire support organization from the ground up, growing the organization from 6 personnel to 32 personnel, over a 7-year timeframe, across 3 departments (Tech/App Support; Consultants and Implementation; Account Management).Successfully developed and led a Triage team for improved intake.Demonstrated broad skills in working with VAR structure and contracts, CRM contracts, and the SOC2 process.Held a key role in upselling services and support to clients.Effectively developed after hours procedures, leading to generating significant revenue on a transactional basis.Honorably received a 2x multiplier on bonus in Year 2.

Managed 18 direct reports within the Electronic Medical Records (EMR) Clinical and Triage teams daily through coaching, training, motivating, creating and preserving a positive work environment and increased productivity in services operations. Provided input to executive leadership specific to strategic planning in relation to budgeting, resource management, and customer satisfaction.

Provide operational leadership to the EMR support and services team while creating long and short range opportunities for performance and productivity improvement within the operating unit, including operations process and policy improvements, project management, and customer retention.• Operational Leadership: Provide daily operational support, scheduling, processes, mentoring and coaching. Managed department metrics Dashboard, present data to leadership team. Provide managers with strengths and development needs for team.• Project Management: Developed team projects enhancing the quality of support and services. Lead Six Sigma (Lean), Expert Call Routing project, resulting in national department realignment of support organizations within CBS IP. Coordinated Backlog Reduction and TTR (Time To resolution) Projects. • Customer Services Leader: Lead for hot customers - plan the meetings/agenda, lead calls, decreasing escalations by 25%. Conducted Implementation-to-Support transition calls with project management team.

Adopted a systematic approach to problem solving methods, effectively analyzing results and implementing expert solutions provided to second tier support and healthcare customers at all levels.Accountable for responding to a wide variety of support situations, including medical outpatient application software, systems server configurations, and hardware, providing technical support to physicians, medical office staff, and health care IT staff.• Lead and participated in team projects enhancing the quality, capability, and efficiency of support and services. • Teams include: hiring team, Early Adopter Program, Six Sigma, and various projects. • Responsibilities included: Respond to complex technical issues for customers and employees. Personnel scheduling. Resolving customer disputes & escalations.

Responsible for managing client accounts which entailed all facets of their support needs including Long-Term Care application support, hardware and operating system maintenance, installs and upgrades. • Provided Hardware and software support for Win95/98, Win NT, Novell, and Citrix environments.• Presented customers with timely, accurate, and creative solutions regarding the functionality and usability. • Assisted customers with tutorial issues concerning technical and medical software applications.

• Served as senior support for major computer company (Team GW).• Accountable for responding to a wide variety of support situations, including application software and systems hardware.• Maintained call control for 160+ member team including 1:1 evaluations of all team members.• Trained team in quality customer service techniques, call control, and problem solving practices.