Experience

Western Health Advantage
• United States
• Hospitals and Health Care
• 100 - 200 Employee
• Project Management Office Supervisor

  • Apr 2023 - Present


Zennify

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director of People Operations

  • Feb 2022 - Apr 2023

• Sr. Manager - People Operations

  • Mar 2021 - Feb 2022

• Professional Services Manager

  • Oct 2019 - Mar 2021



One Inc

• United States
• Financial Services
• 200 - 300 Employee

• Director Of Services

  • Jan 2019 - Sep 2019

  One Inc is a full-suite SaaS insurance software platform, focusing on delivering a seamless payments experience to insurance carriers. Reporting to the COO (formerly the CFO), responsible for department vision, alignment of department goals to support strategic initiatives, budget, revenue execution, and scaling the department responsible for the integration and delivery of the One Inc solution while building and influencing key relationships with Executive sponsors.

• Project Management Lead

  • Oct 2017 - Dec 2018



Decideware

• Australia
• Software Development
• 1 - 100 Employee

• Professional Services Manager

  • Sep 2015 - Oct 2017

  Decideware is a Software-as-a-Service (SaaS) company providing a software platform for Agency Lifecycle Management. Our suite of applications assist the World's largest advertisers in managing relationships with their marketing and communication agencies. As a Professional Services Manager my focus has been to empower our clients long term success by providing program and product management expertise. My goal is to form a true partnership with each of our clients, fundamentally understand their unique goals, and work with them to deliver on theses objectives. In addition to managing clients, I also manage a support team within Services, work closely with the Product Director and Development Team to deliver and consult on enhancements, create cross-functional documentation, create and deliver client and employee training materials, championed, consulted, and rolled out an interactive client support tool, and am currently assisting our team with a technical migration - all while working remotely. Day-to-day tasks include: - Act as the primary point of contact and partner for our clients - Analyze client data and processes to uncover and understand current challenges and areas for improvement - Design and facilitate client strategy sessions and workshops to empower system and process refinement within their organizations - Identify, document and monitoring Client Success milestones - Manage, build, and consult with clients on new implementation environments to ensure desired go-live date is reached - Manage risks and issue tracking throughout the project - Creation/maintenance of project plans to support new and ongoing client programs - Creation/maintenance of reference materials, knowledge base articles, and training materials - Monitor, drive, and consult on product roadmap - Monitor, document, drive, and test product enhancements Show less



Insightly

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Specialist

  • 2014 - Sep 2015

  As a Success Specialist, delighting the customer was the most important and rewarding aspect of this role. To be effective, this role not only required a broad skill set but also the ability to work cross-functionally within our team. My day-to-day responsibilities included: - Retention and growth of our clients to include expansion of licensing and feature adoption. - Running up to 6 client-focused introduction demos per day - Documenting client success stories and sharing with the Marketing team - Monitoring client heath scores & working with the Success team to adjust metrics as trends or features changed - Proactively working with clients to drive adoption. This included direct emails, acting as an influencer within their organization, sharing beta versions of new features, team training sessions, and conducting consulting webinars - Creation of webinars, knowledgebase articles, and community posts Each user has different needs and goals and to understand and find ways of improving their experience is a great and rewarding challenge. Often, this role required that I find alternate ways of using a feature or educating a user on best-practices. In addition to the above, I also worked extremely close with our Product, Support, Community, Marketing, and Development teams. Since my ultimate goal was for the client to obtain the highest level of ROI from the product, leveraging and working with these teams was absolutely essential, especially Product. I would hold bi-weekly meetings with the Product Manager to discuss the product roadmap, feature scope, upcoming releases, and to provide trends and client feedback. Show less



Nitro, Inc.

• United States
• Software Development
• 200 - 300 Employee

• QA Analyst / Product Consultant

  • Feb 2014 - Nov 2014

  As a QA Analyst I worked within a small team whom uncovered, tracked, logged, and regressed bugs and defects found in our software. Given my client-focused background, I also worked extremely close with our Desktop Product team as a consultant around usability and feature adoption.Responsibilities included:- Regression, smoke, and UX testing- Localization testing, to support multiple languages- Authored and maintained multiple primary test plans and their subsequent test cases- Testing on Mac, Windows, and mobile devices in an Agile environment.- Utilization of software analytics such a Kissmetrics to understand use trends for current and new features- Constructed A/B Testing scenarios and tested builds to support- Consulted on the product roadmapIn addition to the above, I also continued to assist the Customer Success Team when advanced troubleshooting was required in order to resolve or verify an issue. I also worked in parallel with our development teams in San Francisco and Slovakia to ensure builds were being delivered on time and of the best possible quality. While my primary focus was our desktop product, I also collaborated with our Web and Cloud team as needed to make deadlines. Show less

• Customer Service and Success

  • Feb 2013 - Feb 2014

  I worked as part of a global support team which provided technical, billing, and enterprise support along with user education around our products and services. My role within the team quickly expanded where I was working not only to provide direct support but also closely with the Account Executives, Product, and QA teams in order to provide a holistic approach to client success.Duties included:- Creating knowledge base articles that were both customer and internally focused such as quick start guides and consulted on Marketing whitepapers- Training of new CSS personnel- Ran demos in conjunction with the sales and marketing teams- Created documentation such as quick start guides- Ongoing priority support for our SME and Enterprise customers- Client management via Salesforce CRMIn addition, I assisted the QA team by regressing and reporting bugs and worked directly with the Product Management team to drive product improvement based on feedback & trends. Show less



Provident Credit Union

• United States
• Banking
• 200 - 300 Employee

• Personal Account Advisor - Technical

  • Mar 2011 - Feb 2013

  I provide phone support to members who request assistance in troubleshooting with our eServices. I am also responsible for creating new procedures, testing software, and training staff. 2012 Provident President's Award recipient. I provide phone support to members who request assistance in troubleshooting with our eServices. I am also responsible for creating new procedures, testing software, and training staff. 2012 Provident President's Award recipient.



Banner Bank

• United States
• Banking
• 700 & Above Employee

• Senior Teller

  • Feb 2010 - Feb 2011

  I worked with Customer Service Manager to ensure exceptional customer service while remaining in compliance with the bank*s and Federal regulations. While in my position I also worked with the sales staff to maintain and acquisition new households, deepen customer relationships and grow deposits. I was also responsible for running and maintaining my own cash drawer and teller window, cash ordering, maintaing the vault, and branch certifications as needed. Selected Contributions: Formulated a sales plan and worked with multiple departments to do company on-sites to gain households. Provided exemplary customer service while using a needs-based approach to referrals. Was fully functional at my position within a week. Provided new insights to streamlining branch processes based on Show less



Union Bank

• United States
• Banking
• 1 - 100 Employee

• Operations Assistant

  • Sep 2009 - Jan 2010

  I worked with Customer Service Manager to ensure exceptional customer service while remaining in compliance with the bank*s and Federal regulations. While in my position I also worked with the tellers and sales staff to maintain and acquisition new households, deepen customer relationships and grow deposits. I was also responsible for running and maintaining my own cash drawer and teller window. Selected Contributions: Reduced client attrition by 10%. Consistently met or exceeded sales goals. Maintained an exceptional balancing record. Exemplified the second-to-none customer service delivery for which Union Bank is renowned in all interactions with customers. Show less



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Head Teller

  • Nov 2006 - Aug 2009

  I was responsible for branch operations. Balancing reports, audits, vault, cash orders. I also ran a teller window, provided customer service and cross-sold based on need. I was responsible for branch operations. Balancing reports, audits, vault, cash orders. I also ran a teller window, provided customer service and cross-sold based on need.