Forge Biologics

Gene Therapy Manufacturer (CDMO)

• Manages relationships with strategic key clients, driving a total portfolio revenue of $30 million annually, with a focus on building long-term, trust-based partnerships
• Increased portfolio revenue growth by $9 million through proactive relationship-building with existing clients
• Cross-functionally bridges support between sales and manufacturing operations, driving alignment on project scope, timelines, and budgets, resulting in improved operational efficiency and faster project delivery
• Leads quarterly executive-level client forums, advancing shared strategic goals across the organization
• Oversees adherence to shipping regulations across global markets, ensuring successful delivery of sensitive biological materials
• Handles escalated issues and sensitive communications with discretion, reinforcing client confidence and minimizing churn
• Partners with the Finance team to verify completion of client project deliverables prior to invoice approval, ensuring accuracy and accountability

Manager, Client Relations

Chemical Abstracts Service - a division of the American Chemical Society providing access to a database of chemical substances & their properties (SaaS)

• Lead project manager driving change management initiatives improving internal workflows for revenue operations customer account management team
• Led pilot testing of implementation and action case assignments, successfully routing inbound work across 18-person global team,
improving response time by 24 hours
• Created a standardized training plan for routing inbound requests, escalations, SME products, and Tier 2/Tier 3 special handling instructions
• Orchestrated feedback collection and enhancement requests for Salesforce Classic to Salesforce Lightning Transition

Sales Support Analyst - Revenue Operations

Veris Health

A digital health startup arm within Pavmed:
Cancer care platform providing a box of medical devices to patients at home for remote monitoring (RPM/CCM), keeping patients connected to providers via a mobile app (SaaS)

• Defined the initial customer experience post-sales and drove the strategy & execution of launching Veris Health Cancer Care Platform at new customer accounts
• Collaborated with the product & engineering teams to gather customer feedback, prioritizing feature requests & influencing product roadmap decisions
• Managed overall customer success and mitigated risks by consistently monitoring health metrics and implementing effective action plans for entire account portfolio
• Maximized customer value realization by 40% through proactive identification and implementation of platform performance improvements
• Trained clinicians and end users and developed educational materials for the medical devices and mobile app
• Built call center support via Zendesk to manage troubleshooting calls and text message/chats with clinicians and patients

Manager, Customer Success

Lucid Lane Inc.

Series A startup telehealth provider specializing in mental health, medication dependence and substance use disorders via mobile app

• Led and coached 21-person CX call center team through a new training program, improving punctuality of patient appointments by 25%
• Designed end-to-end customer onboarding experience and playbooks in first 30 days
• Collaborated with Commercial Sales & Marketing to launch first 10 contracted partnerships with renovated GTM strategy
• Designed pre & post-appointment surveys embedded in EHRs for clinicians to monitor patient mental health
• Managed contracts for commercial insurance credentialing as well as Medicare/Medicaid in partnership with Benefits Operations
• Identified opportunities for market expansion with new insurance carriers and planned headcount forecast across Sales, Clinical & Support teams
• Provided voice of the customer feedback to the product team to assist with develop of an app-based Software as a Service (SaaS) platform

Customer Experience Manager

Outset Medical, Inc.

Series D- Post IPO medical device startup providing hemodialysis machines (Tablo) to hospitals, clinics, and patients at home: medical device & SaaS 

• Trained a team of 4 to onboard hospitals, clinics & home patients and exceeded team & individual performance metrics
• Directly managed a portfolio of 100+ projects for hospitals, clinics, and health systems in all stages of implementation (approx 12-18 week onboarding cycle)
• Assisted with scoping and launching EHR implementations to embed Tablo machine data and patient dialysis reports 
• Efficiently coordinated clinical support resource plans and medical equipment logistics for hemodialysis programs
• Created KPIs for business intelligence reporting within Salesforce CRM and presented executive level reports
• Developed Customer Health Scoring in partnership with Technical Support, Engineering & Sales leaders
• Implemented new onboarding playbooks and developed additional customer-facing materials in partnership with Marketing

Customer Success Implementation Manager

Series D- Post IPO medical device startup providing hemodialysis machines (Tablo) to hospitals, clinics, and patients at home: medical device & SaaS

• Single-handedly designed & built a cross-functional end-to-end implementation process from personal idea to successful business outcome
• Assisted the sales team during an unprecedented 5,000% revenue growth period (2018-2021)
• Spearheaded the development of a Customer Success team becoming primary contact for customer onboarding for National Accounts
• Expanded large IDN partnerships (HCA & CHS) with National Sales Director quarter over quarter across 96 locations
• Developed the early blueprint and adoption of the first hemodialysis home patient implementations
• Mapped the customer journey and reduced multiple onboarding touches
• Sought out opportunities to improve training, go-live support and related customer experiences

Customer Experience Implementation Specialist

Series D- Post IPO medical device startup providing hemodialysis machines (Tablo) to hospitals, clinics, and patients at home: medical device & SaaS

• Spearheaded the expansion of the contact center from a team of 1 to a team of 9 with 100% employee retention
• Transitioned to 24/7 internal/external contact center support averaging 150-200 troubleshooting calls per day per agent
• Personally created the end-to-end customer journey from installation to account maintenance
• Identified and surfaced customer trends by collaborating with engineering and quality teams
• Led the creation of SOPs & escalation policies for order processing, RMAs & quality control documentation
• Implemented cross-functional workflows in Salesforce and led the testing and training of new processes
• Partnered with the product team to introduce new features on the device (Tablo) & the Patient Portal and led software update training

Customer Experience Specialist

eInformatics

Service arm of Medinformatix EHR supporting radiology workflow and revenue cycle challenges (SaaS)

• Partnered with project & field managers to kick off and implement new partnerships/projects
• Drafted scope of work (SOW) documents
• Main point of contact for entire portfolio of accounts
• Managed business reviews and account data analysis for approx. 100 customers

Customer Success Coordinator

Service arm of Medinformatix EHR supporting radiology workflow and revenue cycle challenges (SaaS)

• Managed a team of 3 billing specialists & analysts
• Processed claims & posted a high volume of payments
• Reviewed and edited claim denials, CPT updates and fee schedules via SQL queries
• Performed month-end billing sequences

Billing Specialist

Nexeo Solutions

Plastic resin distributor acquired by Univar

• Managed commodity pricing for 200+ products across the east coast & central regions by updating contract pricing and baseline pricing through SAP
• Partnered with Product Line Managers to forecast large raw plastic material orders and managed inter-modal communication for boat/railcar deliveries
• Developed training materials and trained the Pricing team on new updates

Pricing Coordinator

Plastic resin distributor acquired by Univar

• Supported 3-5 regional inside sales leaders by building long-standing customer relationships and exceeded up-sells/renewal quotas
• Processed purchase orders via phone, fax, and email for raw plastic materials (approx. 80-100 customer contacts per day)
• Created new accounts through a Master Data process and managed 75 accounts within SAP and Salesforce
• Partnered with purchasing, inventory control coordinators and plant managers to ensure smooth deliveries by scheduling LTL and full truckload logistics with on-site special pickups and in-house truck drivers

Customer Solutions Representative

Verizon Communications, Inc.

• Executed transactions promptly & accurately to respond to clients' requests
• Provided troubleshooting for Android & Apple devices regarding activations, SMS, email & application support
• Managed 100+ calls per day in a fast-paced heavy volume call center
• Assisted with billing inquiries and reviewed call/text plan options with customers
• Conducted monthly side-by-side quality scoring as team lead
• Cross-sold Verizon Wireless products and services

Customer Service Representative

Chase

• Assisted customers with questions regarding Home Equity loans & lines of credit
• Answered 100+ calls per day in a fast-paced heavy volume call center
• Developed training plan and facilitated training classes for loan modifications for the National Presidential Making Homes Affordable Program
• Conducted side-by-side new hire training and monthly quality scoring
• Cross-sold Chase products and services including credit cards, assurance programs and high yield savings accounts

Customer Care Professional - Home Equity

I’m a people-first operations leader with 10+ years of experience driving internal process optimization, cross-functional alignment, and team growth across healthcare, biotech, SaaS, and medical device industries.
I’ve built and scaled customer implementation programs during 5,000% revenue growth (Outset Medical), managed multi-million-dollar client portfolios (Forge Biologics), and led teams through operational change (Lucid Lane, CAS).
My superpower is building from zero—whether it’s a new onboarding journey, an implementation playbook, or a high-performing team.

• Operations & Enablement
• Customer Onboarding
• Customer Success
• Account Management
• Contact Center Management
• Revenue Operations
• Project Management
• Training & Customer Education 


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