Vice President, Customer Relationships

• Apr 2023 - Present

Customer Service Manager

• Aug 2020 - Jan 2023

As the manager of a team of supervisors and customer support agents at Mercedes Scientific, we achieved remarkable results for our customers. Our Net Promoter Scores placed us at the top of the industry annually, thanks to our continuous efforts. I oversaw the hiring process, established the onboarding procedure, created departmental policies, implemented tools, and set benchmarks for KPIs. As a part of my responsibilities, I reported directly to the CEO every month, created ROI strategies, and led innovative customer communications. Additionally, I hosted customer success meetings, introduced analytical business tools, monitored employee satisfaction, and initiated team-building activities, performance reviews, and salaries. I managed payroll and resolved high-level customer escalations. Strengthening vendor relationships and developing optimal strategies for future growth were also under my purview. My proudest achievement is successfully leading my team and customers through the challenges of the pandemic in the medical and lab supply industry. Show less

Project Manager/ Sales Operations Manager

• Aug 2016 - Jul 2020

As a Project and Sales Operations Leader at Green Vista Roofing, I provided commercial and residential storm damage inspection training to the team. Additionally, I managed the Salesforce CRM system, from selection and customization to onboarding. My responsibilities also included forecasting, strategic territory planning, establishing internal communication processes, optimizing sales productivity, creating performance KPIs, pipeline growth, and setting short and long-term goals based on the company's core values. I provided team leadership, managed both residential and commercial roofing projects, and ensured adherence to city codes and regulations. I was also responsible for procurement, contracts, bids, project budgeting, subcontractor bids and relationships, vendor selection and relationships, safety and quality assurance, scheduling and communication, and mid and final inspections. Furthermore, I led marketing efforts, including market intelligence, community outreach, and social media marketing. Throughout my time at Green Vista Roofing, I successfully navigated my team through a variety of challenges and changes in the industry while maintaining a strong focus on achieving our goals and delivering high-quality results to our customers. Show less

Customer Engagement

• Feb 2017 - May 2017

At Autodesk, I played a key role in driving the successful launch of the innovative BIM 360 Ops, an advanced mobile-first facilities management platform. Utilizing my market-savvy approach, I effectively introduced this cutting-edge solution to potential customers, helping them understand its benefits and highlighting its unique features. As a result of my efforts, BIM 360 Ops quickly gained traction in the market and established itself as a leading solution in the facilities management space. At Autodesk, I played a key role in driving the successful launch of the innovative BIM 360 Ops, an advanced mobile-first facilities management platform. Utilizing my market-savvy approach, I effectively introduced this cutting-edge solution to potential customers, helping them understand its benefits and highlighting its unique features. As a result of my efforts, BIM 360 Ops quickly gained traction in the market and established itself as a leading solution in the facilities management space.

Operations

• Sep 2015 - Sep 2016

As a highly skilled Operations and Supply Chain Lead, I effectively managed a variety of critical responsibilities that were integral to the success of the company. With a strong focus on Customer Relationships and support, I expertly approved and entered sales and purchase orders, ensured prompt order fulfillment, and set up essential case management systems. I worked closely with Flexport on their online dashboard to arrange ocean and air shipments worldwide and efficiently managed customs documents, tariffs, and HS codes. Furthermore, I expertly managed inventory across multiple warehouses, including those in China, the EU, the UK, Florida, and Wisconsin, creating GS1 bar codes for newly manufactured items. My deep understanding of sales and accounting needs allowed me to closely assist those teams, creating and implementing NetSuite saved searches, dashboards, reports, and charts, and devising performance KPIs that improved operational efficiency, enhanced productivity, and ultimately drove the business's success. Show less

Operations and Case Management

• Apr 2014 - Sep 2015

As an Operations Specialist at MAXhealth, I had the privilege of assisting the CEO and COO in all aspects of operations at the corporate office and multi-practice primary, urgent care, and specialist offices in Sarasota and Bradenton, FL. My expertise in EMR implementation in ECW for the front office, back office, and managerial staff led to a more streamlined and efficient system. I also provided comprehensive training for the front medical office staff, ensuring they were well-versed in tasks such as check-in/check-out, call triage, fax and document attaching, medical records requests, co-payments, and co-insurance, billing, insurance verification, document scanning, daily close reports, deposits, and creation of the patient portal. As the patient liaison for billing, insurance, and patient portal issue resolution, I ensured that patients received exceptional service and support. In addition, I handled insurance referrals, chronic care patient management case managing, HR, marketing, and procurement, which played a significant role in the growth and success of MAXhealth. Show less

Plastic Surgery Counselor

• May 2013 - Mar 2014

As a Plastic Surgery Counselor, my role was focused on ensuring that patients received the utmost care and attention during their journey toward their desired physical appearance. I was responsible for scheduling consultations and surgeries with Dr. J Curves, a highly skilled and renowned plastic surgeon and reality TV star in Atlanta. In addition to managing EHR charting, I also handled high volumes of inbound and outbound patient calls, providing patients with the necessary support and education on surgical procedures, risks, and assessments virtually. I worked closely with the staff to ensure that patients received top-notch care before and after their surgery. To further enhance the patient experience, I conducted market research and provided HIPAA-compliant onboarding for EHR and patient calls, as well as educating patients on surgical procedures. My compassionate and professional approach to patient care ensured that patients felt supported and well-informed throughout their entire journey. Show less

Health and Group Benefits Administrator

• Sep 2012 - Mar 2013

In my role as a Health and Group Benefits Specialist, I successfully administered Health and Group Benefits for HCA Employees, utilizing the powerful tool, Bconnected. I ensured clear communication with employees through detailed explanations of benefits and cooperated closely with local HR departments and insurance carriers to find effective solutions to any challenges that arose. My expertise allowed me to effectively manage and resolve payroll deduction issues, ensuring timely and accurate processing. Overall, my commitment to providing exceptional service helped me to deliver seamless benefits administration to HCA Employees, ultimately contributing to their satisfaction and well-being. Show less

Admissions/ CNA /Case Management

• Jun 2010 - Feb 2012

As a healthcare professional, I was dedicated to providing exceptional patient care. To achieve this, I took great care in obtaining accurate patient demographics and insurance information and entered it into the EMR. I communicated with insurance companies to ensure that patients received the pre-certification needed for admission. When patients arrived in the ER, I was ready to triage their care and admit them per the doctor's orders. I also ensured that the front desk staff was properly trained to obtain accurate patient demographics and insurance information. I collected patient co-pays, co-insurance, and cash payments while educating patients on their deductible and insurance benefits. As a member of the case management team, I collaborated with other healthcare professionals to discuss patient discharge and ongoing care. Additionally, I prioritized triaging ER calls from paramedics, 911 dispatchers, and physicians to ensure that every patient received the care they needed. Show less