Education

Education

Certifications

Certifications

Customer Experience Certification

Customer Focus

Call Center Management

Benchmark Portal

Lean Six Sigma Green Belt

JCCC

I have over a decade of experience achieving remarkable results in all aspects of Commercial Operations

Leads with Passion with an Emphasis on Customer Experience

Strong Agent for Change

Advocate for Continual Process/Program Improvement with Impressive Results

Work History

Work History

Project Manager

GE

Executed in excess of $4 million in projects per year managing construction and industrial maintenance crews.

Project size $2500 - $2 million in labor only

Negotiated terms of contact, equipment and labor force

Member of Strategic Planning Team in a $5 million reorganization of three field offices

Team lead of "Total Quality Commitment" to receive ISO accreditation

Custodian of effective employee recognition and appreciation program

Created employee policies and training based on OSHA, NIOSH, etc

Strong working relationships at all levels of management

Ability to make quick decisions in a time sensitive stressful situation

Director of Business Development

SMB Medical Billing

Managed office operations of electronic insurance billing for podiatry clinics.

Facilitated strategic planning focus groups to enhance business operations and customer satisfaction.

Adhered to HIPAA, CDC, ADA and EEOC guidelines and regulations.

Executed the data entry of patient information, claim information and electronic transmittal to Medicare, Medicaid, and insurance companies.

Jan 2013 - Present

Client Service and Sales Manager

LABS, Inc.

Contract employee to provide operational oversight of client service department structure and sales operations, in November 2013 became Interim VP of Sales.

Mentor and coach customer service team towards building an outstanding service program while optimizing department structure.  Improved customer response time by 33% by tracking and reporting on Key Performance Indicators; ASA, AHT, FCR, CSA and utilization of CRM.

Recruit, mentor and develop well performing sales and client service team members, providing leadership and development of a consultative sales environment to educate clients on products and services; consistently exceeding sales goals.

Managed all sales operations for growth and retention; forecasting, strategy, contract negotiation and approval and reporting to executive leadership and Board of Directors.

Directed client service and account management / sales team to provide reliable, consistent, and exceptional service to develop and deliver programs that meet client requirements.

Established Voice of Customer Program realigning organization from an operation-focused to a customer-focused mentality.  Customer complaints decreased by 50%.

Optimized  the fundamental processes to transform the way the company embraces the Voice of Customer Program through:

  • Adoption of best practices
  • Developing clear work standards and processes
  • Improved Client Relationship Management
  • Establishment and Reporting of Key Performance Indicators

Facilitated multiple projects to expand service performance, value creation, and solution optimization including:

  • Motivating cross functional teams to overhaul programs
  • Empowering employees
  • Improving operating efficiencies
  • Projects included - New Client Onboarding, Contract Management, At Risk Customers, Complaint Resolution

Built strong alliances with key leadership as a member of the Executive Leadership Team.  

  • Key contributor of gap analysis identifying strategic and operational deficiencies
  • Strong verbal communicator and problem solver focused on delivering an exceptional customer experience
  • Strategic alliance with Billing to improve A/R by 50% in 3 months.
  • Increased revenue 5% by redirecting value proposition message to focus on companion products and services
2008 - 2012

Director of Client Services

Viracor - IBT Laboratories

Set the strategic vision and led best practices for operations, consistently exceeding performance level expectations for a $60M company.

Developed a high-performing team of agents handling 100K+ calls annually.

Established and created SOPs for every task underneath role, including Shipping, Facilities, General Office support, and more.

Took on management of 32 nationwide subcontractors. 

Led up to 65 direct reports.

Provided a customer-focused atmosphere at one employer, leading to a 30% increase in sales.

Owned initiative upselling key product by 70% over prior year through customer service channels.

Recruited to form Customer Service Department, taking personal budgetary responsibility from $1M to $2.5M. Implemented multiple new communication channels including several social media platforms, optimizing productivity and customer satisfaction. Turned around underperforming team members into top caliber employees within 6 months. Combined sales and service resources to provide seamless communication with clients, boosting revenue by $1M. Established industry-first program leading to quicker turnaround time and a 7% growth in revenue—valued at $3M in 2012.Negotiated a leer jet service to expedite shipping for major clients, saving 12% and allowing company to differentiate itself via unmatched delivery times.  Executed web-based transition away from paper orders, increasing revenue 12%.  Implemented access to laboratory knowledge into Client Service information repository, reducing response time for technical issues from 24 hours to within 2. Orchestrated project between IT and Billing to allow real-time access to pricing information, improving First Call Resolution from 76% to 92%.  Created a 500-page SOP manual, improving accuracy of data disseminated to clients by 45%.

2003 - 2008

Senior Account Representative

Shawnee Mission Medical Center

Defined a new program, strategically developed to increase sales opportunities and catapulted divisional revenue by 156%

YOY increase of 22% in revenue per clinic, with an average of $1.5M per clinic and a 56% revenue increase for Essential Functions Program - $800,000.

Earned a Patient Satisfaction rating of 3.87 out of 4 and Customer Satisfaction of 3.85 out of 4 with a 10% growth in patients serviced.

Nominated speaker for the Missouri Safety Conference 2005 through 2008.

Nominated speaker for BASIF (Builder's Assoc. Self Insurance Fund) Workman's Comp Conference.

Speaker for: KC Area Construction Group, Chamber of Commerce Workman Comp Committee, MCA (Mechanical Contractors Association) Board of Directors and Member meetings, and American Society of Safety Engineers.

Established and launched a certified Missouri Emergency Medical Response Agency for a $2 billion industrial construction project.

Awarded Sales Representative of the Year 2006 and 2007 delivering outstanding sales results, service and leadership.

Earned multiple awards for Outstanding Marketing Representative of the Quarter based on sales, leadership, market analysis and customer service.