Experience

UHealthSolutions

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

• Associate Director of Customer Service Operations

  • Feb 2018 - Present

  Achieved Successes Achieved economies of scale in successfully identifying agent capacity in idle time and executing project plan for an increased level of production across a 24x7x365 staff Gained budgetary efficiencies by cross-training 92% of 24x7x365 program staff on alternate program work  Worked closely with the National Association of States United for Aging and Disabilities to develop webinar content to be presented to a national audience of Information & Referral professionals Maintained continuity of operations during 8 disaster recovery events from January to March 2018 to provide clients with a collective 94% service level across all lines of business by utilizing a comprehensive remote workforce and robust continuity of operations planResponsibilities Operational lead and support for multiple client contracts throughout the organization  Contractual execution of deliverables across six diverse client contracts with multiple client leads Provide business analysis and reporting across senior level management as well as client audiences Maintain service and contractual goals for individual programs Continually improve operational efficiencies to provide clients with abundant value Identify and execute best practices to provide exceptional service to multiple clients Maintain a remote agent model to ensure continuity of operations during all business hours Provide frequent and thorough communication to guide and develop management team Implement and execute project plans for newly awarded contracts Responsible for achieving operational performance across multiple programs within contact center Drive continuous improvement of service through staff development and talent management  Provide leadership and direction for the vision and oversight of the organization as a whole Determine hiring and training needs to support client initiatives and meet contractual requirements Show less

• Contact Center Manager

  • May 2015 - Present

  Achieved Successes Successfully launched several state sponsored projects/initiatives from preparatory stages to successful production  Organized and orchestrated press conference with Massachusetts Lieutenant Governor for new program launch Aided in the successful deployment of a 24x7x365 call center program Aided in the successful implementation of tri-channel communication systemsResponsibilities Management oversight for large volume inbound/outbound contact center staff including performance management, schedule adherence, productivity, employee relations, recruitment, program planning  Manage and monitor daily and weekly client deliverables among supervisory and direct report staff  Develop, implement, monitor and execute project plans for awarded contracts Review and coordinate tasks to ensure contractual deliverables are being met and/or exceeded Develop confidential program documents for client approval and execution Work collaboratively with clients, partners, and internal teams to ensure contractual deliverables are met and/or exceeded Run and analyze reporting data in order to gain efficiencies and provide regular feedback to clients Research and communicate program details to cross-functional teams as well as clients Prepare and deliver presentations for internal audience as well as external clients Prepare and deliver reporting metrics to the client(s) on a weekly and monthly and quarterly basis Conduct yearly evaluations for all staff members and determine merit pool distributions Show less



Business Development-The Mill

• West Boylston, Massachusetts

• Sales And Marketing

  • Mar 2011 - Present



UMass Chan Medical School

• United States
• Higher Education
• 700 & Above Employee

• Operations Supervisor-Business Process Solutions

  • 2011 - May 2015

  Achieved Successes • Extremely successful in problem resolution with staff, clients and providers • Forged recognition programs to increase performance deadlines and build team morale • Developed internal controls procedures for staff in accordance with State regulations as well as Government timelines Responsibilities • Provide full operational support to the Revenue Operations Manager including reporting, analysis, budget oversight, hiring, training, coaching, consultations, terminations, supply management, and quality control • Monitor, allocate and oversee workflow operation for eighteen diverse staff members to ensure strict government deadlines are met • Extract data from department Database and Excel to build and analyze reports • Manage multiple Medicare fiscal year projects simultaneously at various levels of appeal & recovery • Periodically facilitate and actively participate in Operations meetings inclusive of all levels of management • Communicate across multiple levels throughout New York State Office of the Medicaid Inspector General regarding reporting & requests • Provide guidance to Home Health Facilities to ensure an understanding and adherence for submission guidelines and time frames • Work collaboratively with Administrative Law Judge offices to ensure appeal hearings are operating within the government parameters • Responsible for weekly report generation of files from Standard File Transfer Protocol (SFTP) • Lead individual 1:1 meetings and cooperatively lead full staff meetings • Strictly enforce HIPAA regulations with all direct report staff members • Conduct yearly evaluations for all staff members and provide input regarding merit pool distributions Show less



Oracle

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

• Fusion Middleware Representative

  • 2010 - 2011

  • Maintained customer relationships while familiarizing myself with their entire IT infrastructure • Trusted advisor to over 3,000 SMB accounts, moving opportunities through negotiations and close • Built rapport with each account and crafted tailor made solutions to fulfill their needs • Hunted for new business within underpenetrated accounts & additional business within installed accounts • Exceeded weekly requirements in areas of call statistics, pipeline adds, & talk track campaigns Show less



Dell EMC

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

• INSIDE SALES - NAMED ACCOUNTS

  • Jan 2007 - Mar 2010

  110% over yearly revenue goal in 2009 Close an average of 40 deals per working quarter Successfully carried out quarters of $1,000,000+ in revenue for EMCAverage 12 hours of talk time and 180 dials a weekExceeded field commit goals as well as inside sales goals by at least 110% all working quartersAccurately forecast my business as far as revenue and timelines are concernedFull understanding of technology with ability to configure and quote solutionsWell versed in complete solution selling Effectively managed 4 states as a hunter for new business Show less

• HEALTHCARE SALES

  • Oct 2007 - May 2009

  Relevant Success117% over yearly revenue goal in 2008110% over yearly revenue goal in 2009 Close an average of 40 deals per working quarter Successfully carried out quarters of $1,000,000+ in revenue for EMCAverage 12 hours of talk time and 180 dials a weekExceeded field commit goals as well as inside sales goals by at least 110% all working quartersAccurately forecast my business as far as revenue and timelines are concernedFull understanding of technology with ability to configure and quote solutionsWell versed in complete solution selling within Healthcare and General IT spaceEffectively managed 4 states as a hunter for new business Show less

• TEAM LEAD-SALES ASSOCIATE

  • Jan 2007 - Oct 2007

  Led my team to exceed 150% of imposed goals for demand generation within assigned territoriesEffectively managed time between setting quality appointments, training, and leadership responsibilitiesLed weekly meetings with my team to practice messaging, train on technical and sales aspects of our roles and mind share as a team