Product Manager

• Jun 2022 - Present

Product Knowledge Lead

• Aug 2020 - May 2022

* Create & maintain a style guide, complete with a screenshot repository, significantly increasing consistency of articles and efficiency for downstream teams.* Led the migration of the current Knowledge Base from Zendesk to Jira Service Desk, successfully transferring 400 KB articles into the existing Atlassian ecosystem for entire company and client base.* Designed & implemented a standardized process to create, review and deploy knowledge base articles that drove engagement* Provide expertise, guidance and final sign off on product specifications* Collaborated with cross-functional teams on deployment of quarterly release notes, including articles on new features and bug fixes.* Successfully released comprehensive KB articles in conjunction with release notes Show less

Sr. Technical Project Manager

• Jan 2019 - Aug 2020

Implementation Specialist

• Dec 2016 - Dec 2018

Clinical Applications Implementation Specialist

• Apr 2015 - Dec 2016

Provide sales support during the sales process by participating in calls when technical requirements must be discussed pre-sale. · Guide and consult with newly-signed customers on how to use our solutions to accomplish business requirements. (i.e. workflow review and redesign) · Lead & support MedsTracker implementations through weekly conference calls with clients. · Coordinate technical inquiries and tasks with FDB interface analyst or system administrator as needed. · Facilitate interface configuration discussions and test sessions. · Design system to client specifications as outlined during workflow review and training sessions. · Interface with other FDB departments to provide the customer's perspective (design meetings, issue resolution meetings, etc.) · Conduct application training sessions for client core implementation team. · Help clients refine competency guide to workflow and design end user training sessions. Show less

Project Manager

• Jul 2013 - Oct 2014

* Implemented Zynx products and services, including overall project execution for hospitals and health systems across the country, managing 17 projects simultaneously worth up to 600k each. * Developed strategic plans to align cross-departmental resources with multiple client goals and ensure client success. * Guided client with limited resources to go-live by assessing risks and creating a plan to engage the right internal partners for client success. I was able to reorganize the provided services to fit client needs saving 20 FTE hours for our Medical Officer team to utilize on other projects.* Helped a previously unresponsive client reach their Joint Commission needs in three months and over saw the education and maintenance project for another 6 months after. The success of the project pushed this 125k towards renewal and removed communication roadblocks for account management to reengage. * Led the client team to implement a new content optimization process for a 325k ACV client and worked with the team to ensure satisfaction and renewal of the account yearly. * Involved in multiple internal committees with responsible for process improvement in PDF functionality, downtime forms, software beta testing, and content management.* Responsible for managing and coordinating a 96-client vendor integration enhancement project for Cerner Clients. * Implemented new cross-departmental processes to increase enhancement uptake by 50%. Show less

Client Support Technician (CST)

• Jul 2010 - Jun 2013

* Support liaison to clients to guarantee their complete satisfaction while answering their questions, issues, and concerns regarding Zynx product and tools.* Worked with high annual account value clients, in accordance with account management, to help with major problems and acted as a main point of contact for issue resolution* Directed interdepartmental teams to develop defect prioritization and escalation processes that led to higher turnover of client-reported technical issue* Led project to create a “never-event” prevention process with Visio flow charts and helped get the process green-lit in less than 2 weeks. We reduced the occurrence of these events 95%. * Eliminated information silos between internal and client-facing teams by establishing standard operating procedures and optimizing existing workflows.* This reduced intern training times in half with a value add of 7 weeks per intern. * Resolved 6000+ tickets and awarded three Outstanding Client Focus awards in three years for exceptional issue resolution, lowering our defect backlog by 60% and ensuring client satisfaction Show less

Point of Sale/ Customer Service

• Mar 2006 - Feb 2008

• Provided customers with accurate information of products available, assisted with customer returns, damaged and repackaged items to send back to the distribution center. • Prepared the safe for deposits, checked the daily cash counts for accuracy, researched any loss of cash, opened all store registers, and verified till amounts in a two hour period of time. • Provided customers with accurate information of products available, assisted with customer returns, damaged and repackaged items to send back to the distribution center. • Prepared the safe for deposits, checked the daily cash counts for accuracy, researched any loss of cash, opened all store registers, and verified till amounts in a two hour period of time.