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Work Background
Rewrite 365Chief Executive Officer
Aug. 2016Exton, PA
Connect America Medical Alert CompanySenior Vice President Operations
Nov. 2014 - Aug. 2016As one of the largest independent providers of Personal Emergency Response Systems (PERS) in North America, Connect America has earned the trust of hundreds of thousands of customers, caregivers, and healthcare professionals in need of medical and mobile alert monitoring services. Recruited by the CEO and private equity firm to improve operations to position the company for sale. Responsible for customer service, new customer enrollment, collections, retention, training, quality assurance and client support
Developed comprehensive customer journey maps to identify gaps in service flows and detect customer behaviors at pivotal moments of the lifecycle.
Established key operational metrics and feedback cadence from the agent to the executive level
Implemented after-call surveys and first contact resolution metric to improve the quality of the customer experience and decrease overall call volume
Budgetary responsibility above $5 million while supporting revenues of $110 million
Decreased call center abandonment rate from 27.6% to 3.8%
Improved quarterly cash collections from $2.8 million to $4 million
Increased customer retention rate from 29% to 53%
BioTelemetry Healthcare, formerly CardioNet/MednetVice President of Customer and Clinical Operations
Oct. 2013 - Nov. 2014Malvern, PABioTelemetry Healthcare is focused on the diagnosis and monitoring of cardiac arrhythmias, or heart rhythm disorders. The Company provides cardiologists and electrophysiologists who prefer to use a single source of cardiac monitoring services with a full spectrum of solutions, ranging from the differentiated Mobile Cardiac Outpatient Telemetry™ (“MCOT™”) service to wEvent, event, Holter, Pacemaker and International normalized ratio (“INR”) monitoring. INR monitoring is a measurement of blood coagulation in the circulatory system and is prescribed for patients on long-term anticoagulation therapy. Recruited by the CEO to stabilize the operations to prepare the company for sale or growth. Responsible for the 24/7 operation of three independent diagnostic testing facilities performing remote heart monitoring Responsible for patient and physician enrollment, training and quality assurance, process improvement and customer satisfaction
Span of control of 330 employees across four locations with seven direct reports
Budgetary responsibility above $10 million while supporting revenues above $130 million
CardioNetVice President of Customer Care
Oct. 2010 - Oct. 2013Responsible for patient and physician enrollment, training, quality assurance, process improvement and customer satisfaction Oversee 140 employees with 6 direct reports in a high transaction call center environment
CCS MedicalVice President of Insulin Pump Operations
Oct. 2008 - Oct. 2010Clearwater, FlAs one of the country's leading providers of home delivery medical supplies, CCS Medical offers a complete line of quality products. CCS Medical is a single-source provider for:
Insulin Pump Therapy
CGM Systems
Diabetes Testing Supplies
Wound Care Supplies
Urology Supplies
Incontinence Supplies
Ostomy Supplies
Prescription Medications
Orthotics
Breast Pump I was part of the executive team that prepared for and executed a successful sale of this business. I was responsible for the full P&L operations of the insulin pump division which had an annual revenue of $150 million. In my role, I developed the annual strategy for the insulin pump division and led 100 team members across three states to execute that strategy. Under my leadership, the insulin pump division grew 7% above the market growth rate through increased referrals from top manufacture partners, cross-selling initiatives and partnering with new entrants to the insulin pump market. Our team managed the reorder rates for 40,000+ customers while maintaining an attrition rate below 3%. We accomplished this through world-class training, a focus on providing superior customer service and managing by the numbers.
CCS MedicalDirector of Training and Quality
Jan. 2001 - Oct. 2008Clearwater, FlImplemented standardized new hire and skill enhancement training programs to support our strategic goals to build the business and increase revenue for 1500 employees across 5 unique product lines and 7 sites Oversight of Organizational Development efforts including but not limited to Leadership Training, Competency Building and Culture Blending Responsible for all operations, field sales and leadership training programs Implemented corporate wide quality call program to reduce patient turn over and increase revenue per order Launched customer retention and satisfaction program resulting in the decrease in attrition Selected by CEO to serve on a team to launch a new blood glucose meter to the market Responsible for the design and operation of product support call center following FDA requirements. Secured real estate, established vendor relationships, selected customer relationship management system, developed standard operation procedures and fully supported product launch of Nova Max meter
SprintRegional Sales Training Manager
Jan. 1999 - Dec. 2001Columbus, Ohio AreaDeveloped and Delivered Core Curriculum to Retail, Business to Business, Indirect and National Sales Executives, and Managers for the Midwest region; Columbus, Dayton, Cincinnati, Indianapolis and Pittsburgh Performed sales quality audits in a retail environment Partner with sales and marketing teams to launch stores
Deluxe CorporationSenior Trainer of Software Engineering
Jan. 1997 - Dec. 1999Columbus, Ohio AreaPartnered with Executive Leadership Team to develop, implement and facilitate Soft Skill and Technical training programs for over 2500 associates in 11 different markets across the United States Served as liaison between operations leadership team and IT to develop business requirements and training materials for all system changes Implemented corporate wide Diversity Initiative with supporting business case and ROI
Ameritech CellularAsst. Area Sales Training Manager
Jan. 1994 - Dec. 1997Columbus, Ohio AreaProvided ongoing sales training to account executives and retail sales representatives Provided all training on new and existing products Performed in store sales audits on all authorized retailers
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