Expanded team from 1 to 5 Senior-level implementation resources to launch/implement growth products, QGenda Insights and QGenda Exam Room Management, totaling $6 million ARR.Decreased implementation time from 28 weeks to 12 weeks by standardizing implementation configuration & directing education efforts across the larger Customer Experience (CX) teamDelivered five new product offerings through interfacing with Chief Strategy Officer & Product Strategy Directors; implemented new and planned product requirements, market needs, product enhancements, implementation strategy, & post-launch support throughout CX organizationOverseeing 50+ product enhancements acting as Product Liaison/Voice of Customer for Insights and Exam Room Management productsLaunched internal education initiatives for the Insights and Room Management products across the CX organization, integrating KPI reporting to track performance improvements, resulting in a 60% reduction in support resolution time while accommodating a 20% increase in support volume

Supervised a team of 8 customer success managers with accounts totaling $1.9M ARRPerformed weekly one-on-one meetings to ensure workload balance and provide guidanceGenerated/executed action plans for at-risk customers to limit churn to 3%Directed customer outreach initiative for new feature functionality, resulting in 450 migrations from legacy to new configuration to promote customer self-sufficiency and stickinessConducted technical interviews & hired for 4 open positionsCompleted biannual performance reviews with direct reports, including setting future goals for improvement or opportunities within the organization, leading to 2 direct-report promotions

Completed implementations of QGenda scheduling system across 50+ medical practices across United States and Canada, increasing company ARR by $250kCoordinated across multiple departments within a medical to provide scheduling solutions for maximum efficiency and workflow improvement or integrate with other software platformsMaintained post-go-live technical support for 65 active accounts totaling $276k ARRSupervised implementation of 45 new implementations led by junior consultantsLed customer outreach initiatives for feature migrations and updates, coordinating the smooth transition for 40 clients while minimizing disruption to service.Created detailed reporting and dashboards to track customer health, identify risks, and develop actionable insights for ongoing account management.

QGenda is a leading web-based application used by thousands of hospital departments around the world to generate optimized physician work schedules to accommodate complex business rules and accurately schedule the appropriate medical provider based on their skill level, specialty, availability, and preferences.- Manage and control new customer implementation process in order to meet milestones and go- live dates- Actively communicate implementation timelines to customers, team members, and QGenda Team Leads- Identify and implement customers’ schedule requirements- Communicate feature updates and respond to customer inquiries in a timely manner- Elevate customer use of QGenda application through implementation of new features and functionalities- Provide implementation and configuration support to QGenda Implementation and Account Consultants- Manage CRM and relevant documents for accounts and active implementations- Build a customer base of 900+ scheduled medical providers

Worked alongside University of Michigan Dining Services Administrative Staff to maintain monthly earnings reports for all retail units. I also managed 40+ employees, leading small teams of 6-8 retail workers, acting as a liaison between the student workers and administration. I contacted distribution companies to organize new shipments of products and ensure that they were received on time. Other duties include cash handling, food service, and product resupply.

Worked as an intern as part of the Center for Advancing Transportation Leadership and Safety (ATLAS Center), a joint program between the University of Michigan Transportation Research Institute (UMTRI) and the Texas A&M Transportation Institute (TTI).Worked directly under the program manager of the Center for Human Factors to complete a 10-week research project to advance the evaluation of older drivers' abilities to operate personal vehicles. Research tasks included a review of literature, interviewing physicians, and a development of a conceptual model of the system of interaction between physicians and their patients. Deliverables included a complete report on research conducted and a poster presentation to TTI and UMTRI professionals.

Worked directly under the VP of Operations to help set up a new assembly line as part of a large company expansion; ordered new equipment, worked with maintenance staff to set up new machines. Worked directly with mechanical design engineer to create customer drawings and optimized cycle times for products running on assembly lines.