Experience

Breakaway Partners

• United States
• Information Services
• 1 - 100 Employee

• Research Analyst

  • Jan 2020 - Present



Decision Resources Group

• United Kingdom

• Client Engagement Specialist/Customer Experience Manager

  • Apr 2015 - Feb 2019

  • Provided comprehensive technical support to all customers, utilizing software applications to communicate and document interactions in a timely manner. • Provide excellent account management for our customers and internal stakeholders through our industry expertise, customer knowledge and solutions expertise in order to indirectly secure renewals and increase revenues.• Optimize value and experience for customers by expanding, developing and maintaining long-standing customer relationships through ongoing communication with the product users and decision makers. Become the “Voice of the Customer” for internal business owners in order to improve/enhance DRG products and services.• Equipped global Customer Experience department and Sales [45+] team with collateral and product knowledge to engage clients and promote larger transactions.• Effectively collaborated with cross-functional teams in sales, legal, project management, marketing and finance groups to discuss and inform on potential risks.• Pursued opportunities to communicate findings across the business [150+ employees], collaborating at all levels and across multiple stakeholders (leadership, sales, marketing, operations, product development).• Contributed to newsletter content emphasizing company’s expertise and value propositions to clients.• Initiated and engaged in conversations to improve solutions and products for clients.

• Client Support Analyst

  • Sep 2014 - Mar 2015

  • Provided comprehensive technical support to all customers/client users, utilizing software applications to communicate and document interactions. • Managed the timely and accurate delivery of assets/solutions to clients, maintaining responsibility for order entry and product fulfillment for all accounts. • Reviewed client contracts in their entirety to ensure appropriate fulfillment and delivery of assets. • Utilized CRM tool and Salesforce to accurately track all records. • Effectively collaborated with cross-functional teams in sales, legal, project management and the finance group to fulfill documentation and product deliverables.

• Senior Research Analyst/Data Analyst

  • Oct 2008 - Sep 2014

  * Management and execution of all aspects of healthcare profiling process including researching healthcare plans/providers, populating data, client support requests, internal requests and response to in-house team members and quality control.* Conducted business analysis and research on health plans, PBM's, Specialty, DoD, Veterans Affairs, State Medicaid and MAC using primary and secondary research . Data was populated for use in solutions. * Participated in and provided regular recommendations on process improvement and best practices. * Maintenance, testing and quality control on master database for business solutions.* Recruit and liaise with clinical and pharmaceutical key opinion leaders for participation in our clinical programs and symposia. Key professionals include Medical Directors, Pharmacy Directors and other managed care executives from major health plans, Pharmacy Benefit Managers and Specialty Pharmacy organizations.



EXL Landa

• Implementation Specialist

  • Nov 2006 - May 2007

  • Implementation Specialist for clinical software, hired by vendor from client site based on skills and expertise on the product and implementation of same.• Managed all aspects of implementation of Maxsys product including client consultations, system configuration, training, testing, issue resolution and ongoing onsite and remote support.• Engaged in advance onsite preparation with the client to assess system usage needs through consultation; guided the clients in workflow modifications. • Engaged with hospital medical personnel onsite and remotely via phone to address business needs.• Identified and analyzed current client business processes. Provided detailed documentation concerning the use of the product to meet the client’s business needs.• Provided the client with formal classroom application and configuration training.• Lead on-going Quality Improvement efforts such as revision of implementation tools and processes.



Saint Clare's Health System

• Clinical Software Administrator/Specialist/Analyst

  • Oct 2004 - Nov 2006

  • Functioned as main System Administrator/Specialist for the Maxsys database (EXL Landa product) to ensure proper function and address the business needs of all Medical personnel users within organization.• Engaged with hospital medical personnel onsite and remotely via phone to address business needs.• Managed all aspects of Maxsys database including system issues, customer service, maintenance, upgrades, reporting, training and main liaison to all system users on daily basis.• Networked with Information Technology/other departments to manage and act on issues affecting the users.• Provided ongoing in-service training to users.• Enforced policies and procedures and recommended modifications on new policies and procedures, including training.• Successfully managed and completed a 4 version system upgrade in 2005 including completion of testing and training.