Experience

Intelligent Waves

• United States
• Information Technology & Services
• 100 - 200 Employee

• Senior Director of Operations, Innovation Division

  • Aug 2023 - Present

  Responsible for the development, execution and communication of a comprehensive operational strategy and vision that aligns with the overall business objectives of the division and the company.

• Director of Customer Success

  • May 2022 - Aug 2023

  Responsible for total customer experience for the Products and Emerging Technologies team. This includes program oversight, quarterly briefings, issue resolution, retention goals, and metrics. Works closely with technical account manager and engineering team to understand customer use cases and to support the development of solutions to resolve real-life challenges around data exchange and protection.



University of Rochester Medical Center

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

• Director, UR Medicine Recovery Center of Excellence

  • Oct 2019 - May 2022

  Director of a $15.6M federal grant through Health Resources and Services Administration (HRSA) with the aim of reducing morbidity and mortality from opioid use disorder in rural Appalachia. This position requires relationship building, program strategy, communications, negotiation, analysis, and evaluation. • Grew grant dollars by 84% ($6.7M to $12.3M) in less than 24 months. • Manage project goals, deliver all commitments on time and in accordance with budget, and spearhead the development of appropriate program metrics while simultaneously enabling collaboration across the 46-county service area in 11 states. • Managed 12 direct and dotted line Center of Excellence staff and 15 vendor/contractors including program managers, data analysts, technical writers and dissemination professionals. This high functioning team was built/managed remotely during COVID-19. • Collaborated with 20 faculty members with assorted subject matter expertise. • Developed and delivered 188 unique products despite the impact of the pandemic. • Products utilized in all US states and territories in addition to 79 other countries to date through a robust website which houses multi-faceted evidence-based practices on topics such as suicide prevention, stigma, justice-involvement, telehealth and others. • Present and report to various audiences including the US Congressional Senate Majority Leader’s office, HRSA leadership, URMC executive level leadership, government relations, and community organizations across our service area. • Acted as a consultant to University Administration on strategic process improvements. Show less



CHESS Health

• United States
• Mental Health Care
• 1 - 100 Employee

• Vice President, Customer Success

  • Feb 2018 - Oct 2019

  Created and launched a client services division from the ground floor. This included developing and operationalizing an implementation methodology for a suite of behavioral health products, from smartphone apps to web-based enterprise analytics tools, for a diverse set of customers worldwide. Iterative process review and ‘outside of the box thinking’ allowed for constant improvement. Managed client relationships to mine and grow existing opportunities. Hired a staff of diverse consultants to provide both proactive support and reactive services; quickly formed an integrated team through trust and approachability. Partnered closely with other CHESS organizations to make strategic technical platform decisions and to improve customer experience while meeting all key performance indicators. Show less



HP

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Strategic Account Manager, Graphics Business

  • Sep 2014 - Feb 2018

  Worked independently from a home office managing six of HP’s largest Graphics Business accounts as the ‘face of HP’; exceeded financial objectives for accounts, directly contributing to the top 3% of HP’s annual business; and was awarded HP’s coveted Leading the Way award for the Graphics Business. • Quickly earned a reputation for developing strong, positive partnerships from executives to print operations staff. Promoted HP’s value-added solutions across all areas of the Graphics Business; rapidly improved Total Customer Experience scores for accounts leading to millions of dollars in annual revenues; and delivered innovative solutions to drive customer business and expand the revenue channel within each account. Earned executive trust with predictable, honest, and comprehensive reporting and communication.• Collaborated with key client executives to identify long-term Graphics Business requirements and executed high profile brand awareness to build market interest, promote HP’s emerging Labels and Packaging technology, and helped accounts succeed in executing against their business forecast. • Supported HP’s newest cutting-edge platforms which required careful parts and consumables analysis and management to support the fleet efficiently while also maintaining internal cost and high customer satisfaction scores. Show less

• Global Training Strategist, Graphics Business

  • Oct 2012 - Sep 2014

  Developed enterprise-wide training solutions to achieve sales, revenue, and customer satisfaction objectives throughout the Graphics Business worldwide (North America, Latin America, Asia Pacific/Japan, Europe, Middle East and Africa). • Led the Graphics Business in the transformation of HP’s training offerings through the operational and financial management of a complex project; standardized global business processes that produced a projected $3.2M in cost savings; and created and deployed a ‘next generation’ operational platform across all businesses and geographic regions.• Engaged with HP’s accounts at the strategic level; identified critical training needs.• Selected to be Corporate Ambassador to promote Engagement Programs to HP’s employee base resulting in a 13% improvement in employee rating about HP’s Work Environment and a 17% improvement in Pride in HP scores.• Helped to design and deploy an industry leading Operator Certification program.• Chairperson for the Technical Innovation Council, gathering innovative ideas to address practical business problems and subsequently rolling out solutions within the Graphics Business. Several solutions have been submitted for patents. Show less

• Manager, Strategy & Enablement

  • Jan 2009 - Oct 2012

  Appointed by the Executive Team to manage numerous business transformation and other strategic business initiatives.• Led the comprehensive and inclusive services integration of a newly acquired company. The overall integration projected over $27M in operational savings.• Designed and implemented efficiencies across a large service portfolio and created the foundation for numerous sales tools including return on investment tools, collateral materials, and early development of mobile applications. Show less

• Worldwide Program Manager, Imaging and Print Solutions

  • Jan 2007 - Jan 2009

  Vital planning and business operations strategist for HP’s Imaging and Print Solutions and Graphic Arts Services Divisions with direct responsibility for creating one- and three-year plans to drive growth.• Authored business plans to drive aggressive business transformation and developed forward-thinking communications methodologies for the Executive Management team and employees.• Primary liaison to senior level management in the creation of a Technology Services Scorecard and Dashboard. Show less

• Worldwide Program Manager, HP Services

  • Mar 2003 - Jan 2007

  Partnered with teams across all levels of the organization, all businesses (Sales, Marketing, Information Technology, Finance, etc.), and global regions (North America, Latin America, Asia-Pacific/Japan, Europe, Middle East, and Africa) to drive sales, increase revenues, and promote HP’s technology and business services.

• Negotiator / Consultant / Sales Representative

  • Aug 1995 - Mar 2003

  Extensive work with federal government bids and proposals. Constructed and reviewed legal language including limitations of liability, indemnification and intellectual property rights. Acted as the primary legal negotiator for several of HP’s top commercial accounts.Sales Representative closing each year at or above 200% of quota. Selected for Achiever’s Club during each year in this role.



InSTEDD

• Rochester, New York Area

• Global Ambassador, Communications

  • Jun 2016 - Aug 2016

  InSTEDD envisions a world where communities everywhere design and use technology to continuously improve their health, safety and development. As Global Ambassador for InSTEDD, I acted as an advisor for outbound communications strategies and drove change in website and social media presence. I also assisted with the writing and editing of Success Stories for publications such as Forbes and The Huffington Post. InSTEDD envisions a world where communities everywhere design and use technology to continuously improve their health, safety and development. As Global Ambassador for InSTEDD, I acted as an advisor for outbound communications strategies and drove change in website and social media presence. I also assisted with the writing and editing of Success Stories for publications such as Forbes and The Huffington Post.