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Work Background
Palm SpringsNearly Retired
Feb. 2024I am taking on limited consulting roles that are healthcare/pharma based only at this time!
DivurgentContact Center Innovation Consultant
Oct. 2023 - Feb. 2024Los Angeles, California, United States• Implemented innovative strategies to migrate customer experience in-house within 6 months.
• Integrated systems, staff, and built a 24-person team for customer service takeover.
• Achieved successful transition resulting in improved customer satisfaction and cost savings.
DivurgentConsulting Director - Operations
Oct. 2023 - Feb. 2024Los Angeles, California, United States• Implemented innovative strategies to migrate customer experience in-house within 6 months.
• Integrated systems, staff, and built a 24-person team for customer service takeover.
• Achieved successful transition resulting in improved customer satisfaction and cost savings.
DosentrxHead of US Customer Success & Global Operations
Jan. 2023 - Oct. 2023United States• Developed US operations for sales and distribution of ReX medical device, enhancing patient outcomes.
• Led global operations to ensure efficient delivery and customer success for Dosentrx.
• Implemented strategies to increase treatment adherence and drive revenue growth.
DosentrxHead of US Operations
Jan. 2023 - Oct. 2023United States• Developed US operations for sales and distribution of ReX medical device, enhancing patient outcomes.
• Led global operations to ensure efficient delivery and customer success for Dosentrx.
• Implemented strategies to increase treatment adherence and drive revenue growth.
MeBeInterim Chief Operations Officer
Mar. 2022 - Nov. 2022• Oversaw daily operations, facilities, and revenue for a 500+ employee mental health organization, expanding to 11 Learning Centers and increasing revenue from $14M to nearly $30M.
• Led strategic initiatives to streamline operations and enhance efficiency, resulting in improved service delivery and increased client satisfaction.
• Implemented cost-saving measures and optimized resource allocation to drive profitability and sustainable growth.
MeBeVice President Operations, Customer Success & Revenue Cycle
Aug. 2021 - Mar. 2022San Diego, California, United States• Oversaw customer success, revenue cycle, clinical & sales leadership, and operational excellence for in-home and learning center services for children with autism.
• Designed and executed clinical performance outcomes to optimize client satisfaction.
MeBeVice President Operations
Aug. 2021 - Mar. 2023San Diego, California, United States• Oversaw customer success, revenue cycle, clinical & sales leadership, and operational excellence for in-home and learning center services for children with autism.
• Designed and executed clinical performance outcomes to optimize client satisfaction.
California Medical EvaluatorsSenior Director Contact Center Operations & Revenue Cycle
Aug. 2020 - Jul. 2021Los Angeles Metropolitan Area• Established effective reporting function and leveraged data analytics for short- and long-term forecasting.
• Provided operational oversight for revenue optimization, global vendor management, and compliance/certification.
• Managed P&L accountability for $41M+ in revenue and enhanced patient bookings by 28% without increasing workforce.
California Medical EvaluatorsSenior Director Operations & Revenue Cycle
Aug. 2020 - Jul. 2021Los Angeles Metropolitan Area• Established effective reporting function and leveraged data analytics for short- and long-term forecasting.
• Provided operational oversight for revenue optimization, global vendor management, and compliance/certification.
• Managed P&L accountability for $41M+ in revenue and enhanced patient bookings by 28% without increasing workforce.
EdVantage Advisors, LLCPrincipal & Founder
Jan. 2019San Francisco County, California, United States
EdVantage Advisors, LLCPrincipal Owner
Jan. 2019San Francisco County, California, United States
Sonova GroupSenior Director Inside Sales, Call Center & Customer Success
Sep. 2018 - Aug. 2020Aurora, Illinois, United States• Provided strategic oversight to 200+ customer success team members, shaping customer service/sales strategies for complete customer satisfaction.
• Accomplished 28% increase in monthly customer responses without expanding workforce by mentoring and coaching account managers.
• Enhanced customer experience by implementing omni channel with new telephony and chat platforms to reduce response times.
HuronDirector, Patient & Payor Access
Jun. 2017 - Sep. 2018Chicago, Illinois• Directed project teams to create productive work environments, clear communication, and effective coaching for healthcare systems, payers, and clinicians.
• Provided innovative solutions to engage and retain patients/members, reducing the gap between healthcare advisory, enterprise solution, and analytics teams.
• Elevated retention by 10% in three months for Davita and increased satisfaction by 3% in the first month for CDPHP.
Cancer Treatment Centers of AmericaHead of Patient Access and Engagement
Jun. 2015 - Jun. 2017• Led innovation and advancement of digital improvements, including CRM and patient engagement.
• Developed strategies for process streamlining and collaborated with marketing teams for rebranding efforts.
• Oversaw operations of inbound call center and guided team members for continuous development.
Cancer Treatment Centers of AmericaEmpowerment Leader | Patient Contact Center & Sales Manager
Aug. 2011 - Jun. 2015Schaumburg, IL• Developed and executed plans to enhance patient engagement and manage delicate communication with cancer patients and caregivers.
• Streamlined call center operations for seamless customer care delivery.
• Directed 120+ skilled team members to achieve departmental objectives.
Cancer Treatment Centers of AmericaPatient Access & Sales Training Manager, Oncology Services
Nov. 2005 - Aug. 2011
Envision ExperienceDirector of Business Operations & Customer Experience
Apr. 2004 - Apr. 2005Vienna, VA
GannettRegional Director of Sales Operations - Customer Experience Lead
Feb. 2000 - Mar. 2004
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