Experience

PatientPoint®

• United States
• Software Development
• 400 - 500 Employee

• Director Customer Care

  • Jan 2022 - Present

  Tampa, Florida, United States

• Manager, Customer Care

  • Apr 2018 - Mar 2022

  Tampa, Florida, United States

• Senior Technical Recruiting Administrator

  • Jan 2017 - Apr 2018

  Tampa, Florida • Partner with hiring managers and territory teams to determine staffing needs, submit recommendations for territory coverage • National Audio/Visual digital signage 1099 technician recruitment including resume screening, phone interviews, sending offers and managing contract documents through DocuSign and Google Drive • Candidate tracking through Newton software • Coordinate onboarding process and data entry into technician platforms • Service desk pilot developer; data collection,… Show more • Partner with hiring managers and territory teams to determine staffing needs, submit recommendations for territory coverage • National Audio/Visual digital signage 1099 technician recruitment including resume screening, phone interviews, sending offers and managing contract documents through DocuSign and Google Drive • Candidate tracking through Newton software • Coordinate onboarding process and data entry into technician platforms • Service desk pilot developer; data collection, history comparisons, KPIs, ticket funneling and SLAs • Serving as acquisition integration/migration executive during two purchases and a current acquisition

• Enterprise/Premier Account Manager

  • Feb 2012 - Dec 2016

  Tampa/St. Petersburg, Florida Area • Direct report to Vice President of Operations and Service • Customer-facing role - developed and maintained client relationships throughout the client life cycle • Product pre/post-sales support – a single point of contact and problem resolution • Partnered with physicians and office teams, C level communications and on-site customer visits • Navigated business development through customer marketing initiatives • Account management through multiple CRM/SaaS products;… Show more • Direct report to Vice President of Operations and Service • Customer-facing role - developed and maintained client relationships throughout the client life cycle • Product pre/post-sales support – a single point of contact and problem resolution • Partnered with physicians and office teams, C level communications and on-site customer visits • Navigated business development through customer marketing initiatives • Account management through multiple CRM/SaaS products; Salesforce, Tiger Paw, Manage Engine, Filemaker software • Delivery of internal and external customer webinars and hands-on interface tutorials on/off-site • Cross-functional collaboration to provide leadership for customer best practices pertaining to product features • GUI tester for administrative and end-user experience – product development teams for implementation and product training manuals • Device content management through Broadsign Administrator • Subject matter expert and administrator of member portal customer accounts through Wordpress, CMS, and proprietary messaging platform.

• Creative Services Media Traffic Manager

  • Feb 2012 - Feb 2013

  Tampa/St. Petersburg, Florida Area • Department creator of media traffic coordination consisting of marketing creations for external and internal clients, QC of client branded and third-party content with knowledge of programming compliance by FDA standards, and brand adherence • Internal sales new hire and client care team sessions and refreshers to build and develop talent • Productivity goal reporting and department traffic management • SOP, SLA creation and brand adherence advocate for deliverables • New product… Show more • Department creator of media traffic coordination consisting of marketing creations for external and internal clients, QC of client branded and third-party content with knowledge of programming compliance by FDA standards, and brand adherence • Internal sales new hire and client care team sessions and refreshers to build and develop talent • Productivity goal reporting and department traffic management • SOP, SLA creation and brand adherence advocate for deliverables • New product development based on growing market, process improvement and data mapping integration

• Quality Assurance

  • Mar 2011 - Feb 2012

  Tampa/St. Petersburg, Florida Area

• Practice Sales Advocate

  • Apr 2010 - Mar 2011

  Tampa/St. Petersburg, Florida Area •Business and Pipeline Development



Republic Services

• United States
• Environmental Services
• 700 & Above Employee

• District Inside Sales Specialists

  • Dec 2003 - Oct 2006

  Pontiac, Michigan • Achieved new business through developed relationships and retention for district office in support of 5 areas in Michigan and Ohio, prospecting and closing the sale • Leader in contract compliance, negotiations, new contracts and bid requests while retaining 90% of clients • Analyzed and managed new and existing client requests by geographic location, product type and business type to determine equipment needs, pricing and service schedule for a mutual benefit • Successfully… Show more • Achieved new business through developed relationships and retention for district office in support of 5 areas in Michigan and Ohio, prospecting and closing the sale • Leader in contract compliance, negotiations, new contracts and bid requests while retaining 90% of clients • Analyzed and managed new and existing client requests by geographic location, product type and business type to determine equipment needs, pricing and service schedule for a mutual benefit • Successfully increased revenue by using an operational technique “Camera’s In Action” • Ignited customer relations by phone and business to business creating long term partnerships

• District Call Center Supervisor

  • Mar 2001 - Dec 2003

  Pontiac, Michigan • Supervised and provided leadership to 20 employees in the District Call Center with a staff retention rate of 95% - 2,000 incoming calls per day • Served as head trainer with daily coaching on product and service to create a knowledgeable and thorough department • Contributed to YTD average of service score in a corporate district ranking nationwide from 29th to 1st in the nation by performing top in class • Organized and provided daily inside support for outside sales. Innovator for… Show more • Supervised and provided leadership to 20 employees in the District Call Center with a staff retention rate of 95% - 2,000 incoming calls per day • Served as head trainer with daily coaching on product and service to create a knowledgeable and thorough department • Contributed to YTD average of service score in a corporate district ranking nationwide from 29th to 1st in the nation by performing top in class • Organized and provided daily inside support for outside sales. Innovator for sales management decisions resulting in new divisional processes

• Divisional Account Receivable

  • Feb 2000 - Mar 2001

  Pontiac, Michigan

• Customer Service Team Lead

  • Feb 1999 - Feb 2000

  Pontiac, Michigan