Experience

121G, LLC
• United States
• Venture Capital and Private Equity Principals
• 1 - 100 Employee
• General Manager

  • Sep 2019 - Present


HuntProAI

• United States
• IT Services and IT Consulting

• General Manager

  • Sep 2019 - Present

  Product Management, Business Development, Business Operations Product Management, Business Development, Business Operations



Greenway Health

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

• Vice President

  • Nov 2013 - Mar 2019

  Responsible for 290+ cross-functional team members covering technical support, customer service, patient call center, and departmental operations for Electronic Health Record software provider. Increased CSAT top box rating of 95% and FCR of 90% by optimizing central call center through span of control changes and technology implementation, enabling the processing of 10K+ calls per week. Achieved over 20% customer self service utilization in inbound customer volume through relaunch of… Show more Responsible for 290+ cross-functional team members covering technical support, customer service, patient call center, and departmental operations for Electronic Health Record software provider. Increased CSAT top box rating of 95% and FCR of 90% by optimizing central call center through span of control changes and technology implementation, enabling the processing of 10K+ calls per week. Achieved over 20% customer self service utilization in inbound customer volume through relaunch of streamlined SalesForce web portal. Positioned team for growth by optimizing processes, including simplifying onboarding and workforce management and streamlining inbound call queues. Show less Responsible for 290+ cross-functional team members covering technical support, customer service, patient call center, and departmental operations for Electronic Health Record software provider. Increased CSAT top box rating of 95% and FCR of 90% by optimizing central call center through span of control changes and technology implementation, enabling the processing of 10K+ calls per week. Achieved over 20% customer self service utilization in inbound customer volume through relaunch of… Show more Responsible for 290+ cross-functional team members covering technical support, customer service, patient call center, and departmental operations for Electronic Health Record software provider. Increased CSAT top box rating of 95% and FCR of 90% by optimizing central call center through span of control changes and technology implementation, enabling the processing of 10K+ calls per week. Achieved over 20% customer self service utilization in inbound customer volume through relaunch of streamlined SalesForce web portal. Positioned team for growth by optimizing processes, including simplifying onboarding and workforce management and streamlining inbound call queues. Show less



Greenway Medical Technologies

• United States
• Medical Practices

• Vice President

  • Nov 1998 - Oct 2013

  Created comprehensive customer support organization for Electronic Health Record start-up, designing, implementing, and growing team to support 2K+ US based customer through implementation of standard metrics and goals for all team members. Recognized as industry leader for customer satisfaction by KLAS. Won 13 Best in KLAS awards by establishing scalable customer support processes that consistently achieved customer satisfaction rating above 98% and ensuring customer access to help… Show more Created comprehensive customer support organization for Electronic Health Record start-up, designing, implementing, and growing team to support 2K+ US based customer through implementation of standard metrics and goals for all team members. Recognized as industry leader for customer satisfaction by KLAS. Won 13 Best in KLAS awards by establishing scalable customer support processes that consistently achieved customer satisfaction rating above 98% and ensuring customer access to help resources. Show less Created comprehensive customer support organization for Electronic Health Record start-up, designing, implementing, and growing team to support 2K+ US based customer through implementation of standard metrics and goals for all team members. Recognized as industry leader for customer satisfaction by KLAS. Won 13 Best in KLAS awards by establishing scalable customer support processes that consistently achieved customer satisfaction rating above 98% and ensuring customer access to help… Show more Created comprehensive customer support organization for Electronic Health Record start-up, designing, implementing, and growing team to support 2K+ US based customer through implementation of standard metrics and goals for all team members. Recognized as industry leader for customer satisfaction by KLAS. Won 13 Best in KLAS awards by establishing scalable customer support processes that consistently achieved customer satisfaction rating above 98% and ensuring customer access to help resources. Show less



Greenway Corporation

• United Kingdom
• Construction

• Account Manager

  • Jul 1997 - Oct 1998

  Joined startup company during post development growth phase and supported customer installations through system implementation and established customer satisfaction process. Established account management process for over 100 customer accounts. Joined startup company during post development growth phase and supported customer installations through system implementation and established customer satisfaction process. Established account management process for over 100 customer accounts.