Experience

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  athenahealth

  • Senior Manager, Customer Success

    • Sep 2019 - Present

    Build and manage effective relationships with clients as an established trusted advisor and business partner, ensuring their satisfaction and retention. Focus on ensuring clients experience with the full value of services, proactively identifying risk points and collaborating across product and o...

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  Wayfair

  • Operations Manager

    • Nov 2017 - Sep 2019

    Optimized large-parcel delivery exception workflows thru automation and workflow enhancements, driving improvements in SLA and customer satisfaction.-Led team of 50+ freight operations associates and managers, across multiple segments of supply chain delivery workflows-Identified and drove KPIs t...

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  athenahealth

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

  • Client Services Manager

    • May 2017 - Oct 2017

    Ensure client's success thru product change management for company driven initiatives, by driving -measurable adoption and implementation goals-Lead team to project manage new product initiatives to ensure client’s successful adoption -Drive client performance through coaching and workflow optimization to meet initiative success metrics-Build client relationship as trusted business advisor, providing bi-directional advocacy between client and product owner

  • Operations Manager

    • Jan 2016 - May 2017

    Drive and lead team success towards department boulders and key performance indicators-Drive team performance in data analytics and project execution to support product and workflow improvements-Establish relationships and eliminate silos by creating cross-functional working groups of subject matter experts to assist with issue resolution and improved efficiency-Reporting on progress and timelines towards department boulders and KPIs to Senior Leadership

  • Operations Associate /Senior Operations Associate

    • Sep 2012 - Jan 2016

    Identify and project manage revenue cycle product initiatives to drive client success-Established and led a team across geographies to identify opportunities to improve revenue cycle back-end operation-Surpassed KPI goal to reduce year-over-year errors by 15% with an 18% reduction-Lead on three major revenue cycle product initiatives that were released GA, improving workflow efficiency and driving client revenue

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  athenahealth

  • Operations Analyst/Senior Operations Analyst

    • Nov 2010 - Jun 2012

    Revenue cycle optimization and workflow performance analysis-Analyze operations trends to identify opportunities for automation and offshoring-Identify exception workflows for training opportunities-Quality control lead for team

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  Longfellows Greenhouses

  • Manchester, Maine

  • Retail Operations Manager

    • Mar 2002 - Nov 2010
    • Manchester, Maine

    Retail Manager and Buyer for one of the largest independent Garden Centers in New England-Developed and implemented an effective electronic marketing program that increased sales while decreasing marketing costs-Buyer responsible for $1MM budget and associated margins for one of the largest retai...