Experience

TapClicks

• United States
• Advertising Services
• 100 - 200 Employee

• Director of Customer Support

  • Aug 2021 - Present

  Nashville, Tennessee, United States

• Customer Support Manager

  • Dec 2020 - Jul 2021

  Responsible for building, managing, and continuously improving the teams that support TapClicks customers across all brands and products. Main goals/responsibilities include: -Implement & refine tiered-support models. -Ensure High-Quality Support At All Times. -Create and operationalize dashboards to measure and enhance service quality, product feedback, improve efficiencies & reduce overall customer friction. -Partner with other departments to improve customer experiences.… Show more Responsible for building, managing, and continuously improving the teams that support TapClicks customers across all brands and products. Main goals/responsibilities include: -Implement & refine tiered-support models. -Ensure High-Quality Support At All Times. -Create and operationalize dashboards to measure and enhance service quality, product feedback, improve efficiencies & reduce overall customer friction. -Partner with other departments to improve customer experiences. -Build out a reporting system that fluidly collects data for quick and measured improvements.



Raven Tools, a TapClicks company

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Customer Success Manager

  • Jun 2019 - Dec 2020

  Greater Nashville Area, TN Responsible for shaping customer experience through strategic and creative initiatives. Including but not limited to; support, training, documentation, and content content creation. Communicating internally and externally to build and maintain customer relationships. Helping to drive an environment of growth and customer oriented success. Responsible for creating campaigns to help reduce churn rate and help increase retention. Creating strategies to help customers better use the… Show more Responsible for shaping customer experience through strategic and creative initiatives. Including but not limited to; support, training, documentation, and content content creation. Communicating internally and externally to build and maintain customer relationships. Helping to drive an environment of growth and customer oriented success. Responsible for creating campaigns to help reduce churn rate and help increase retention. Creating strategies to help customers better use the platform in order to increase adoption rate.

• Customer Success Manager

  • Jun 2018 - Jun 2019



Centresource

• United States
• Software Development
• 1 - 100 Employee

• Director of Accounts/Senior Project Manager

  • Sep 2017 - May 2018

  Greater Nashville Area, TN Responsible for facilitating the successful execution of client projects and stewarding the client relationship throughout its lifecycle at Centresource. Worked with revenue, operations and the production team to efficiently manage the company’s resources, help the team do its best work, and create a valuable service experience for our clients.



Qualifacts

• United States
• Software Development
• 500 - 600 Employee

• Lead Support Consultant – Clinical

  • May 2016 - Sep 2017

  Greater Nashville Area, TN Provided efficient, professional and friendly delivery of support services to Qualifacts customers. Responsible for possessing a deep understanding of Clinical functionality and workflows within the Qualifacts EHR (electronic health record) and provided guidance to less experienced personnel. Responsible for developing long-term relationships with customers and being the liaison between them and cross-functional internal teams to ensure timely solutions to customer needs.

• Senior Support Analyst Level III

  • Aug 2015 - May 2016

  Nashville Worked high priority requests and acted as point of contact for customers on new feature projects. In charge of logging and tracking any bugs or workflow problems for the CareLogic application.

• Support Analyst

  • Sep 2014 - Aug 2015

  Provided efficient, professional and friendly delivery of support services to Qualifacts customers. Responsible for providing customers with knowledgeable responses to phone and electronic based (CRM) questions/ issues regarding Qualifacts EHR (electronic health record). Served customers through telephone and CRM inquiries. Worked to meet and exceed published response Service Level Agreement (SLA) between clients and Qualifacts. Represented Qualifacts to our customers every day by being… Show more Provided efficient, professional and friendly delivery of support services to Qualifacts customers. Responsible for providing customers with knowledgeable responses to phone and electronic based (CRM) questions/ issues regarding Qualifacts EHR (electronic health record). Served customers through telephone and CRM inquiries. Worked to meet and exceed published response Service Level Agreement (SLA) between clients and Qualifacts. Represented Qualifacts to our customers every day by being professional and responsive to their needs. Throughly documented all research and customer interactions in the customer relationship management (CRM) system to ensure product and service reliability. Evaluate, prioritize, and answer incoming application and technical requests from customers. Worked to troubleshoot, analyze, identify issues related to the application and third party vendor applications used in conjunction with CareLogic (eRx, Emdeon, DrFirst, elabs, Claiming).

• Electronic Heath Record Solutions Consultant

  • Jan 2013 - Sep 2014

  Qualifacts is the largest provider of Software-as-a-Service and web-based Electronic Health Records for the behavioral health and human services market. Some responsibilities include; Interacting with clinic staff to understand EHR business and clinical requirements. Analyzing operational workflow to guide gap analysis, development of options, and decision-making. Serving as a consultant for issues and topics related to an electronic health record. Serving as a conduit for aligning resources… Show more Qualifacts is the largest provider of Software-as-a-Service and web-based Electronic Health Records for the behavioral health and human services market. Some responsibilities include; Interacting with clinic staff to understand EHR business and clinical requirements. Analyzing operational workflow to guide gap analysis, development of options, and decision-making. Serving as a consultant for issues and topics related to an electronic health record. Serving as a conduit for aligning resources and activities related to EHR topics and issues. Working with Senior EHR analysts to support clinical/operational activities in software design, configuration, implementation, testing, and activation of EHR software. Supporting work effort during optimization of EHR software. Assuring client staff is well information on HIPAA regulatory and compliance requirements so that they can verify that their system complies with the regulations. Staying current on E.H.R. trends and emerging developments.



"Radio Road"

• Producer

  • Jan 2014 - Mar 2014

  Nashville TN Major responsibilities included; onsite producing, pre-production work including equipment rentals and location release forms, also helping with technical aspects of the shoot its self. Filmed on 16mm camera equipment.



Broadcast Music, Inc. (BMI)

• United States
• Musicians
• 700 & Above Employee

• Customer Relations Account Executive

  • Jul 2012 - Dec 2012

  Maintain and update customer accounts. Work directly with customers over the phone and through e-mail. Responsible for quickly responding to customer inquiries and coordinating customer needs involving 50 different licenses.



"Black Hog Gut"

• Assistant Director

  • Mar 2012 - Apr 2012

  Greater Nashville Area, TN Major responsibilities included onsite directing, managing cast and crew, pre-production, production, and script revisions.



Broadcast Music, Inc. (BMI)

• United States
• Musicians
• 700 & Above Employee

• Key Accounts Support Associate

  • 2010 - 2012

  Performed research activities for the Key Accounts department using telephone, internet, and internal systems. Identified prospective licensees and maintained accounts. Required excellent organizational skills to manage multiple assignments and complete large projects.



"Orca Park"

• Co-Producer

  • May 2011 - Sep 2011

  Nashville, TN - Naples, FL Primary management for onsite production, including recruitment, hiring, and supervision of 12 person crew. Additional responsibilities included, permit acquisition, financial oversight, and substitution for miscellaneous crew functions.



National Broadcasting Society

• Production Director

  • 2008 - 2009

  Plattsburgh, NY Directed all aspects of production for the National Broadcasting Society. Worked directly with students and faculty to complete audio and video projects for national competitions. Society chapter received over 20 regional awards during service as production director.