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Work Background
EisnerAmperClient Success Manager
Jun. 2023New York City Metropolitan Area• Proactively initiate contact with potential customers, leading to growth in customer base • Collaborate cross-functionally with business/sales and technical team s to deliver high-level technical support and drive an increase in product adoption
• Foster long-term customer connections through proactive communication, resulting in growth in customer loyalty
• Develop and execute customer service best practices resulting in an increase in customer retention rates
• Develop and coach customer success teams to deliver exceptional service, leading to an increase in customer satisfaction levels
• Responsible for improving customer retention practices leading to a decrease in customer attrition
Highmark Inc.Senior Project Manager
Apr. 2019 - Oct. 2023Pittsburgh, Pennsylvania, United States• Led cross-functional teams in defining program strategy and approach with analytics, driving improvement in decision -making processes
• Developed and maintained program roadmap to align cross-functional activities, resulting in increase in project efficiencies
• Engaged Senior Executives and business owners to ensure effective participation and adoption, resulting in improvement in program outcomes • Acquired deep understanding of business objectives and software applications to enhance compliance in the assigned area
• Monitor, evaluate and report on Program status inclusive of scope, schedule, budget and alignment to Program and strategic goals. Direct corrective action, as needed, to maintain the viability of the Program including product engineering and IT owners. • Established and nurtured positive customer relationships, resulting in increase in customer satisfaction • Designed and maintained dashboards for customer success tracking, leading to improvement in data-driven decision-making • Contributed to the enhancement of project management practices and adherence to audit requirements, resulting in improvement in project outcomes
HM Health SolutionsProject Manager
Mar. 2015 - Mar. 2018Pittsburgh, Pennsylvania, United States• Led successful execution of multimillion-dollar, multi-year client enterprise transformation programs, achieving high client satisfaction and exceeding project objectives
• Provided impactful client-facing advisory and delivery services, resulting in an increase in customer satisfaction and product adoption • Developed and documented client-specific requirements, standard operating procedures and user guides, improving operational efficiency
• Supported content development for deliverable artifacts exceeding client expectations and aligning with strict project timelines and budgets
• Analyzed business and system issues, delivering insightful recommendations that improves team decision-making and operational effectiveness • Cultivated strong customer relationships and delivered project status presentations, ensuring clear communications and alignment with project objectives
McKinsey & CompanyExecutive Assistant
Oct. 2011 - Mar. 2015Pittsburgh, Pennsylvania, United States• Served as primary point of contact for both clients and internal teams, ensuring smooth communication flow • Provided detailed expenditure reports to Partners leading to strategic decision-making ad cost savings
• Responded to Firm demands from mastering diverse software platforms and leading knowledge transfer sessions
CRICO/Risk Management FoundationExecutive/ Research Assistant
May. 2009 - Jun. 2011Cambridge, Massachusetts, United States• Created and managed contract documents, statements of work and work orders resulting in streamlined processes and increased operational efficiency • Championed software applications usage, training colleagues and clients, resulting in enhances adoption rates across medmal and safety platforms • Managed client relationships to support smooth application deployment and drive high post go-live satisfaction levels • Reviewed and approved invoices, expense reports and budget appropriations, maintaining accuracy in budget tracking and reporting to directors • Executed all administrative functions for Information Solutions, reporting directly to the Senior VP and CIO, ensuring seamless operations and support
ACS Healthcare Solutions Executive Research Assistant
Jan. 2007 - May. 2009Greater Pittsburgh Region• • Implemented best practices for project management to achieve successful outcomes for multi-million dollar projects across various global locations
• Monitored, evaluated and reported on international sales pipeline activities, facilitating strategic decision-making for Corporate Office • Orchestrated office setup, budget planning and team deployment in Malta during project kick-off, achieving seamless operations and cost savings • Collaborated with Ministerial and US Department of State officials to organize and execute “Future of Healthcare in Malta” Symposium, attracting 500+ attendees
• Ensured meticulous upkeep of contract documents during international contract negotiations, safeguarding legal integrity and transparency
BodyMediaOffice Manager
Mar. 2003 - Nov. 2006Pittsburgh, Pennsylvania, United States• • Ensured seamless communication with external stakeholders through consistent correspondence with investors and Board of Directors • Managed end-to-end FDA product documentation process, ensuring completeness and regulatory adherence • Oversaw all administrative functions for a start-up medical technical company, successfully supporting the Senior VP and CEO
Calgon Carbon CorporationField Services Coordinator
Jan. 2001 - Jan. 2003Greater Pittsburgh Region
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