Experience

Stork Club · Family-Building Benefits

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Head of Member Operations

  • May 2022 - Present



Centivo

• United States
• Insurance
• 100 - 200 Employee

• Director of Member Care, Mountain West

  • Jun 2021 - Jan 2022



Apostrophe, Inc.

• United States
• Insurance
• 1 - 100 Employee

• Director of Member Care

  • Jul 2020 - Jun 2021

  Client OnboardingBuilt out a strategic plan to scale the Member Care team and create and them improve efficiencyBuilt full training and call coaching programDeveloped and documented over 100 procedures and policiesAccountable for department KPIs defined by the organization and applies cross-team experience to drive continuous improvement in our call center metricsImplemented strategies and improved the team's Average Handle Time on tickets by 35%Tackle fires and maintain communication around strategy and tactics for resolutionRuns succession on team, including planning, coaching, mentorship & training.Mentors and grows teammatesCoached, led and promoted 16 employees on my team within the companyDriving consistent communication with ClientsRuns Customer Satisfaction program Show less

• Head Of Customer Experience

  • Dec 2017 - Jul 2020

  Assisted members find a high-quality doctor, make a speciality referral, etc.Provided information on a procedure in order for member to make educated decision on their healthcare spendingResolved disputes, find the lowest cost services, and even sign up for a payment plan to cover high out-of-pocket costs.Supported provider on-boarding and education and smooth the way for a good member experience. Established relationships with members and providers to support smart use of health care resources and alert them of ways that Apostrophe can help.Led Quarterly customer meetings to share experiences and insights.Developed and scaled a concierge service experience for members across the country Show less



Quintess Collection

• United States
• Travel Arrangements
• 1 - 100 Employee

• Vice President of Sales and Client Services

  • Feb 2016 - Nov 2017

  Responsible for team KPIs and sales metrics, finding data trends, managing a team of 8 and retaining club members: Increased conversion rates by 6% Built an acct. management team to field auction winners from our Charity events Successfully led sales team through Chp. 11 restructure bankruptcy and emerged in Feb 2017 Exceeded monthly sales goals 2 months in a row Responsible for over $19M in annual revenue Implemented new commission structure with tiered system Implemented new system with a call center and lead mgmt tracking tool, CRM and email marketing platform Built new training system with one on one sales coaching Restructured existing team to reduce costs and provided a path for growth Show less



InvitedHome

• United States
• Hospitality
• 1 - 100 Employee

• Director Of Customer Relations

  • Jan 2013 - Jan 2016

  Structured, hired, trained and led a team of 11 inbound sales and service professionals. I have also developed and implemented 80 essential processes, including call scripts, performance metrics/KPIs, customer feedback mechanisms, internal communication protocols and retrospective reviews. Structured and deployed innovative staff training programs comprised of course materials, instructional videos, certification tests and coaching practices. Provided critical QA services for the Development team in support of software releases. Improved inbound sales conversion performance by 6-10% each year. Show less



Tap Influence

• Public Relations and Communications Services

• Analytics Specialist

  • Aug 2011 - Jan 2013

  Social Media Tracking and Analytics Client on-boarding and reporting functionality Blogger relations via Influencer Marketing Platform Client Dashboard training Social Media Tracking and Analytics Client on-boarding and reporting functionality Blogger relations via Influencer Marketing Platform Client Dashboard training



Morean Arts Center

• United States
• Artists and Writers
• 1 - 100 Employee

• Chihuly Glass Museum Assistant

  • Jul 2010 - Oct 2010

  Hotshop Retail Associate Hotshop Retail Associate



Questroyal Fine Art

• New York, New York

• Image Coordinator/ Admin

  • Jun 2007 - Mar 2010

  19th C. American landscape paintings gallery Web Content Manager using Photoshop and WordPress Admin- drafted appraisals, invoices, etc. Photoshop mock ups and touch ups for clients Marketing materials coordinator Organized advertising promo material and ad scheduling 19th C. American landscape paintings gallery Web Content Manager using Photoshop and WordPress Admin- drafted appraisals, invoices, etc. Photoshop mock ups and touch ups for clients Marketing materials coordinator Organized advertising promo material and ad scheduling



Organic

• United States
• Advertising Services
• 300 - 400 Employee

• Assistant Producer

  • Aug 2006 - Jun 2007

  Production asst on ShopVogue.com interactive ad web project. Photoshop configs Coach.com and Bank of America accounts Production asst on ShopVogue.com interactive ad web project. Photoshop configs Coach.com and Bank of America accounts