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Work Background
The Patient Experience StrategistFounder & Creator
Sep. 2025Building the future of healthcare, one patient at a time. As the Founder and creator of The Patient Experience Strategist, I provide executives and leaders with the insights they need to transform patient experience from a "nice-to-have" into a core business driver. We're focused on the intersection of CX, AI, health equity, and ROI.
TTECVice President, GTM Healthcare Sales Leader
Apr. 2024 - Sep. 2025As a seasoned VP Healthcare Sales Executive, I drive revenue growth through strategic market research and analysis, identifying key industry trends and growth opportunities. My expertise lies in defining ideal client profiles that align with long-term partnerships, ensuring our solutions deliver maximum benefits. By crafting innovative outreach strategies tailored to specific buyer roles, I enhance engagement and conversion rates. I collaborate closely with product teams to develop competitive solutions aligned with industry trends, spearheading strategic technology partnerships to enhance delivery. My partnership with marketing teams has led to a 20% increase in top-of-funnel pipeline through compelling campaigns. Additionally, I optimize processes and align teams to foster collaboration and achieve revenue goals. With enhanced pipeline transparency and forecasting, I enable informed decision-making and strategic planning.
ChiefMember
Aug. 2023 - Aug. 2024
TTECDiversity, Equity and Inclusion Chair
Jul. 2021 - Sep. 2025Pioneered inception of the DEI Council amidst a pivotal social climate, driving enterprise alignment on DEI values. Collaborated with executives to architect/execute strategic initiatives, ensuring a commitment to corporate responsibility. Championed Employee Resource Groups, achieving a 600% growth (from 1 to 7) within 4 years; led the Black ERG, solidifying a commitment to deepening inclusion and enhancing representation at all organization levels. Spearheaded multiple initiatives as Chair of the DEI Council: regularly engaging with C-suite and Board members to drive social impact initiatives. Designed an executive development program that grew talent representation. Introduced a supplier diversity initiative amplifying supplier variety; deployed an “Impact & Sustainability” dashboard, offering real-time insights into DEI and ESG milestones.
TTECVice President, Sales Executive - Healthcare
Apr. 2021 - Apr. 2024Utilizing general manager mindset operational experience to pursue new logo opportunities as well as lead Payer growth strategy leveraging operational prowess and strategic vision leading to over $20M in net new revenue. Employed astute relationship-building and partnership cultivation, ensuring alignment and surpassing business growth targets.
TTECExecutive Director, Service Delivery
May. 2017 - Apr. 2021Tampa/St. Petersburg, Florida AreaEstablish and execute strategic direction and operational delivery of key metrics across global service and sales delivery organization primarily supporting healthcare payers. Provide thought leadership and partner with client stakeholders at multiple levels to achieve strategic plans. Collaborate with clients to execute proactive solutions and support customer facing approaches. Maintain responsibility for $25M P&L department. Spearhead development and implementation of new revenue opportunities within current account portfolios.
OptumVP Operations/Director of Client Operations
Jan. 2014 - May. 2017Greater Denver AreaDirected client engagement and account management for customers in healthcare payer vertical. Oversaw P&L valued at $40M. Managed call center operations including hiring, staff management, service performance, KPI attainment, and cost management. Coordinated high value delivery of products and services across matrixed organization. Developed clear communication strategy to align senior executives with performance and satisfaction measures. Performed as trusted advisor and strategic partner to clients.
ConnextionsDirector of Sales and Operations
May. 2006 - Dec. 2013Orlando, Florida AreaEstablished reputation as client relationship manager capable of collaborating with operations team to meet client objectives. Served as strategic partner, managing the construction of business plans and objectives while enabling clients to compete in new member acquisition markets. Oversaw P&L for $30M annual revenue and coordinated pricing and contract terms for new services. Strengthened critical relationships with key decision makers to identify additional growth opportunities.
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