Experience

VMS BioMarketing

• United States
• Advertising Services
• 100 - 200 Employee

• Director, Client Solutions

  • Apr 2021 - Present



Indiana University Health

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

• Program Manager, Member Services

  • Aug 2020 - Apr 2021



Centerfirst

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Director, Client Operations

  • Apr 2018 - Aug 2020

  •Manages the development and execution of resource planning, employee performance, and development planning for the monitoring operations team•Analyze processes, enact change and think operationally and strategically to achieve business goals•Assess organizational strengths and opportunities to recommend enhanced operating model as the organization grows•Identify and correct gaps in quality standards at an individual and organizational level•Participate in existing and potential client meetings, representing Centerfirst’s values and objectives•Strategize with senior leadership regarding program expansion, business development and service line opportunities•Human resources management for the organization: job design, recruitment, onboarding, benefits management, performance management, employee development, ensuring compliance and exemplary practices

• Account Manager

  • Oct 2017 - Mar 2018

  •Manage and grow client accounts and ensuring the organization meets all contractual commitments while maintaining a high level of customer satisfaction and innovation•Onboard and guide new clients in the development of contact center quality monitoring programs•Interpret compliance and quality monitoring results, deliver reporting metrics and actionable insights during client meetings •Provide training and direction on monitoring objectives to the internal monitoring team. Work with the internal Customer Analytics team to develop effective and insightful monitoring reports and client dashboards•Contribute to ongoing quality improvement activities that continually drive value for our clients as well as internal efficiency and excellence•Support the development and execution of staffing plans, performance management programs, and training opportunities for the internal staff



VMS BioMarketing

• United States
• Advertising Services
• 100 - 200 Employee

• Senior Director, Customer Experience

  • Jan 2014 - Jul 2017

  •Responsible for the strategic planning of Customer Experience Team aligned with the organization’s vision, mission, and objectives; ensuring a scalable structure to allow for growth•Quality execution of all Customer Experience operations – including customer care, quality management, workforce planning, recruiting, coaching and training•Manage team of Customer Experience Managers and staff consisting of 30 employees – including daily roles and responsibilities, performance reviews, performance issues, staffing needs, coaching, personnel management•Serve as Customer Experience subject matter expert and align with cross functional team members to implement the highest customer service experience for clients•Responsible for key performance metrics including live answer rate, call efficiency, low abandonment rate, staffing utilization, acceptable turnover, financial performance and communicate these measures across the organization

• Director, Client Operations

  • Mar 2010 - Dec 2013

  •Manage client accounts. Responsible for ownership and accountability of all activities associated with the execution and implementation of assigned programs and projects•Manage and train all team members on account, ensuring strong and positive leadership is displayed to the team while holding individuals responsible for meeting objectives•Work directly with sales team on identifying any business development areas for future business•Develop a deep understanding of the project and account, the tasks that need to be accomplished and the processes to successfully execute the work•Develop scope of services (contracts) and communicate with clients around scope of service, budget, and any additional fees associated with the project•Work with direct reports and Compliance & Business Integration teams to ensure compliance and adherence to industry standards and regulation with team’s projects •Review and monitor sales forecasts, management fees, hour tracking, and utilization to ensure client goals are met within budget and share data with client as necessary

• Manager of Program Coordinators

  • Jun 2007 - Feb 2010

• Senior Program Coordinator

  • Mar 2006 - May 2007

• Program Coordinator

  • Jan 2004 - Feb 2006