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Work Background
Therapy BrandsSr. Director, Customer Support
Jun. 2024● Achieved a consistent month-over-month CSAT average of 95% across all EMR products by implementing targeted service improvements and fostering a customer-centric culture.
● Strengthened adherence to support model Service Level Agreements (SLAs) for first response times (within 4 hours) and case resolution, resulting in measurable improvements in service delivery.
● Optimized product support operations by consolidating similar product support teams, increasing efficiency and reducing the need for additional staff, resulting in $40,000 in cost savings.
BagaroAdvisor
Aug. 2021As an Advisor at Bagaro, I have the privilege of being part of a mission-driven company that supports artisan families in Mexico, preserving their traditions of handmade goods while providing fair-trade opportunities. Our company was founded with a commitment to sustainability, eco-friendliness, and community empowerment. In my role, I serve as a mentor and provide support to each family member involved in our company. This includes guiding them in various aspects such as social media management, technical support, and maintaining relationships with our artisan families. I am dedicated to ensuring that every member of our team feels supported and empowered to thrive in their role. One of the unique aspects of my role as an Advisor at Bagaro is the implementation of automated processes for order taking, shipping, and inventory management. This has streamlined our operations and allows us to focus our time and energy on other impactful initiatives. Bagaro not only provides sustainable and eco-friendly products to our customers but also offers hands-on experience for my teenage children. They actively participate in managing aspects of our ecommerce store, gaining valuable skills while contributing to our mission of giving back to the community. I am proud to be a part of Bagaro and to play a role in supporting artisan families in Mexico. Together, we are making a difference by promoting fair-trade practices, preserving cultural heritage, and creating a positive impact on both people and the planet.
MedeAnalyticsSenior Director, Program Management
Aug. 2021 - Feb. 2024Texas, United StatesMedeAnalytics develops cloud-based financial performance analytics software intended for the healthcare industry. • Maximized customer satisfaction by 30% by monitoring large-scale programs and navigating complexities.
• Minimized implementation timelines and enhanced operational capacity by monitoring and controlling key performance indicators (KPIs).
• Reduced program delivery time by 30% by executing proactive approaches to accomplish program objectives.
• Headed a portfolio of migration projects with dedicated teams by timely completing projects within two years, reporting project statuses, and serving as an escalation point for project continuity.
• Attained efficiency gains through new tools and customer playbooks for scaled operations by offering double the work with half the personnel.
• Oversaw a client migration program, including 40 projects valued at $4M in ARR (Annual Recurring Revenue), achieving a one-year-ahead completion rate of 98%.
• Administered 10 projects beyond the migration initiative, contributing $500K in new business.
• Managed key stakeholder relationships across hospital technical and leadership teams. RevCycle, Value Based Care, Business Office, EDI, Claims, Denials, RCM
PerfectServeDirector, PMO & Operations
May. 2015 - Aug. 2021Played an integral role in providing valuable guidance and expertise to support complex business objectives by serving as a trusted partner, advisor, and subject matter expert for internal stakeholders. Optimized project assets for maximum efficiency and return on investment (ROI) by developing and organizing an Enterprise Project Management (EPM) system.
Highlights of accomplishments in this role include: • Drove organizational success and growth by 40% by engaging with C-suite and company leaders for the establishment of vision while leveraging robust systems and devising scaled solutions.
• Established the company's first-ever PMO, implementing PMI-based project methodology and tools leading a team of project managers, and analysts, and crafting SOPs to attain 50% scalability improvement through enhanced efficiencies and project repeatability.
• Enhanced scoping process by collaborating with the sales team, set expectations, monitored clear success metrics, and delivered high-touch client services by building consensus with stakeholders.
• Created efficient pricing models and negotiated compelling Statements of Work (SOWs) for high-profit margins and market competitiveness.
• Increased project efficiency by using a project management tool, establishing reporting requirements for KPIs, and maintaining budget, resulting in a 33% reduction in implementation timelines from 6 to 4 months.
• Ranked in the top 1% of managers in quarterly engagement surveys by fostering cross-functional collaboration, teamwork, and high employee satisfaction. SaaS, Clinical Communication, Integration, ADT, HL7
OptumManager, Sales Support and Enablement
Jan. 2006 - Dec. 2015Steered substantial efforts in realizing targeted upselling strategies for sales growth. Met bottom-line gains by conducting margin analysis, price modeling, and SOW creation. Encouraged market-driven service offerings to provide executive consulting, internal training, and valuable RFP support for the expansion of new business. Highlights of accomplishments in this role include:
• Scoped project budgets within a 2% margin upon project completion to deliver exceptional results.
• Coordinated efficient data compilation for expedited project initiation by presenting data-driven forecasts and reports for swift project kick-offs within 3 days of contract execution.
• Developed the SOW process for sales enablement and spearheaded a cross-departmental initiative for turnkey solutions, resulting in the rapid launch of a small hospital product and generating $2M in revenue within 12 months.
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