Experience

Nevro

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Senior Manager, Patient Experience and Customer Excellence

  • 2021 - Present

  • Spearheading the establishment of a Tier 3 Product Support Team that collaboratively engages with R&D, quality assurance, and commercial partners to enhance product support for novel, proprietary neuromodulation devices. • Manage 1 Supervisor and an international team of technical support specialists responsible for delivering comprehensive product support to internal and external customers. • Played a pivotal role in the successful launch of a groundbreaking Artificial… Show more • Spearheading the establishment of a Tier 3 Product Support Team that collaboratively engages with R&D, quality assurance, and commercial partners to enhance product support for novel, proprietary neuromodulation devices. • Manage 1 Supervisor and an international team of technical support specialists responsible for delivering comprehensive product support to internal and external customers. • Played a pivotal role in the successful launch of a groundbreaking Artificial Intelligence-based Spinal Cord Stimulation system by overseeing support activities during simulated trials, limited releases, and full market launch. • Drove a 25% increase in operational efficiency for four different departments by leading the overhaul of two Salesforce modules. This effort involved crafting system requirements and effectively coordinating User Acceptance Testing. • Managed two Market/Patient Access supervisors and a team of 18 case managers focused on conducting patient benefits investigations, prior authorizations, appeals submissions, and payer coverage consultations for both internal and external customers. • Implemented scalable training programs, streamlined work processes, and instituted performance metrics, resulting in a 2x expansion of the Market Access department and a 25% growth in the Technical Services team. These efforts also contributed to a remarkable 30% increase in productivity and customer satisfaction. • Collaborated closely with Sales and Market Access/Governmental Affairs leadership to execute strategic initiatives promoting the utilization of High Frequency Spinal Cord Stimulation for new diagnoses. Show less • Spearheading the establishment of a Tier 3 Product Support Team that collaboratively engages with R&D, quality assurance, and commercial partners to enhance product support for novel, proprietary neuromodulation devices. • Manage 1 Supervisor and an international team of technical support specialists responsible for delivering comprehensive product support to internal and external customers. • Played a pivotal role in the successful launch of a groundbreaking Artificial… Show more • Spearheading the establishment of a Tier 3 Product Support Team that collaboratively engages with R&D, quality assurance, and commercial partners to enhance product support for novel, proprietary neuromodulation devices. • Manage 1 Supervisor and an international team of technical support specialists responsible for delivering comprehensive product support to internal and external customers. • Played a pivotal role in the successful launch of a groundbreaking Artificial Intelligence-based Spinal Cord Stimulation system by overseeing support activities during simulated trials, limited releases, and full market launch. • Drove a 25% increase in operational efficiency for four different departments by leading the overhaul of two Salesforce modules. This effort involved crafting system requirements and effectively coordinating User Acceptance Testing. • Managed two Market/Patient Access supervisors and a team of 18 case managers focused on conducting patient benefits investigations, prior authorizations, appeals submissions, and payer coverage consultations for both internal and external customers. • Implemented scalable training programs, streamlined work processes, and instituted performance metrics, resulting in a 2x expansion of the Market Access department and a 25% growth in the Technical Services team. These efforts also contributed to a remarkable 30% increase in productivity and customer satisfaction. • Collaborated closely with Sales and Market Access/Governmental Affairs leadership to execute strategic initiatives promoting the utilization of High Frequency Spinal Cord Stimulation for new diagnoses. Show less



Kaiser Permanente

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Manager

  • 2019 - 2021

  • Managed 6 clinical and administrative departments and over 50 employees including Optometrists, Registered Nurses, Ophthalmic Technicians, Administrative Assistant, Program Coordinator, Medical Assistants, and Appointment Clerks • Planned, coordinated, and executed the move and relocation of 3 departments into a new Medical Office Building, and continued region leading outpatient care in diabetic screenings and patient care experience. • Aggregated and presented financial and… Show more • Managed 6 clinical and administrative departments and over 50 employees including Optometrists, Registered Nurses, Ophthalmic Technicians, Administrative Assistant, Program Coordinator, Medical Assistants, and Appointment Clerks • Planned, coordinated, and executed the move and relocation of 3 departments into a new Medical Office Building, and continued region leading outpatient care in diabetic screenings and patient care experience. • Aggregated and presented financial and performance data to provide Lean process improvement consultation for physician leaders and directors to improve operational excellence, care experience and surgical performances. • Assisted launch of regional pilot program to improve care coordination between primary care and specialists. Collaborated with senior leaders to help design innovative tech solutions that provides real-time consultation. • Site lead during COVID19 pandemic for infection control and supply chain coordination. Implemented 6 new workflows and manages personal protection equipment for all employees on site. • Led a leadership team to optimize instrument sterilization workflows reducing clinic expenses in 2019 by 50%.

• Military Officer Transition Program (MOTP) Associate

  • 2018 - 2019

  • Promoted after 9 months of a 2-year program • Initiated a Daily Management System for 5 inpatient hospital units • Ran 5 Rapid Improvement Events to improve targeted organizational surgical goals • Supported Incident Commander by managing communications systems during regional work stoppage • Member of the One Redwood City Culture Council



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Division Officer - Coastal Riverine Squadron TWO (CRS-2)

  • 2015 - 2018

  • Ranked #1 of 9. Promoted and recommended for Early Command. • Assistant Officer in Charge - Led 125 sailors conducting security operations, Port of Jebel Ali, UAE • Team Leader - Coordinated NATO Forces assistance during Syrian refugee crisis, leading a 18 personnel security team • Company Training Officer - Increased readiness score to 94% during pre-deployment inspection

• Division Officer - USS Lake Erie (CG 70)

  • 2012 - 2015

  • Ranked #1 of 18. Promoted and awarded Navy and Marine Corps Commendation Medal • Manager - Led 2 engineering divisions and 30+ personnel • Team Leader - Anti-terrorism Tactical Watch Officer and Officer of the Deck (Underway) • Program Manager - Quality Assurance (QA) and Damage Control (DC) programs • Project Manager - Coordinated ship undocking following a $63 Million ship upgrade