Experience

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  athenahealth

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

  • Senior Product Education Associate, Instructional Design

    • Jun 2017 - Present

    • Training analyst, instructional designer, and e-learning developer for athenahealth ambulatory products: Authorization Management, Contract Management, and Accounting/Financial Reconciliation.• Integrates cross-functionally with teams across the product organization: Product Development, Product Operations, Product Marketing, Customer Engagement, and UX, to ensure that training content is accurate and aligned with organizational goals.• Partners with SMEs and internal stakeholders, such as product managers, developers, and technical writers, to assess training needs and strategies for delivering training content.• Collaborates with external stakeholders, such as medical providers, practice managers, office staff, and department trainers, to identify training gaps to improve training content and curriculum.• Project manages e-learning alphas and initiatives for new training content developed with new tools.• Adapts to changing goals and priorities of training needs to successfully manage training projects in an agile environment and efficiently produce deliverables for onboarding and feature release training.• Proficient in Adobe suite, Articulate 360 suite, Camtasia, Captivate, and WalkMe.• Performs LCMS maintenance and administrative work.• Performs SharePoint maintenance and administrative work.

  • Customer Success Manager

    • Jun 2016 - Jun 2017

    • Demonstrates an ability to address complex business issues in a professional environment and build effective relationships with clients.• Coordinates all aspects of client interaction, develops conference calls and meeting agendas, and lead meetings involving the client, Athena operations, sales and support personnel.• Responsible for driving and tracking key projects identified and ratified by both the client and Athena.• Cultivates and builds relationships, establishing long-term unified partnerships with clients and other teams during project management.• Acts in a consultative manner that fosters an environment to drive client performance and minimize attrition risk.• Partners with clients to optimize financial and clinical performance.• Exhibits project management skills with other teams to accomplish tasks and resolve issues that enhance the client’s business performance.• Ensures that clients are meeting government regulations in quality management.• Identifies opportunities to drive marketing efforts by increasing referrals and helping grow the company's network.• Resolves conflict issues that arise with a diverse book of a business.• Advocates for clients to deliver client satisfaction and retention.

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  Bank of America

  • Greater Boston Area

  • Operations Manager

    • Feb 2015 - Jun 2016
    • Greater Boston Area

    - In charge of overseeing daily operations to ensure compliance of banking procedures and federal banking regulations - Responsible for minimizing the bank's exposure to risk, such as information security and controllable losses- Leader in driving quarterly sales and meeting customer service goals by managing cross functional teams- Organize weekly meetings with business partners to discuss sales goals and follow up on lead referrals- Implement strategies to successfully reduce controllable losses through contingency plans and action plans- Directly manage employee development, cash inventory, supplies, budget and expenses, and human resource practices such as the hiring process and the disciplinary process- Adapting to, and comprehending, constant changes and updates made to banking regulations, policies, and procedures, in order to successfully train all employees- Responsible for developing a culture based on risk management to pass randomized regulatory compliance audits- Bring added value to customers by developing there relationships with the bank, translating to profitability

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  Enterprise Holdings

  • Houston, Texas Area

  • Branch Manager

    • 2010 - Feb 2015
    • Houston, Texas Area

    - Led teams to successfully perform in a service oriented sale’s industry - Cultivated and strengthened current relationships, internally and externally, while establishing long-term unified partnerships- Coached and trained diverse teams to develop and implement strategies for achieving success targets - Resolved conflict issues within cross-functional parties- Fulfilled human resource responsibilities such as the interviewing and hiring of new employees, employee development, and disciplinary action to ensure compliance with company policies. - Accounted for the success of inventory management, revenue and expense management, business-to-business marketing, and service satisfaction- Successfully acquired new business accounts through aligning the strategic imperatives of all parties involved- Established sustainable revenue growth by developing strategic initiatives that drove the value of our service with new business accounts - Led coaching and training sessions to enhance employee skills on bringing added value to the customer- Successfully over achieved each sales quotas set by upper-level management