Gartner

Client Success Manager

·Solutions-driven Program Manager managing 550 plus vendors up to 250 million in annual revenue on Gartner Peer Insights Platform. 
·Provide competitive analysis based on vendor reviews within the Garter Peer Insights platform. 
·	Consulted with vendors on their program objectives and collaborated with them to build a strategy to achieve objectives/goals.
·Partner with internal teams on vendor escalations and challenges, which were used as feedback to improve the program features.
·Managed vendor escalations in an efficient and timely manner, which led to overall program success.
·	Vendor was in an eligible Voice of the Customer market, created review marketing strategies and met the inclusion criteria for the VoC report.
·Proactively reached out to vendor in upcoming VoC market, reengaged vendor and review sourcing review strategies which got them eligible for Customer Choice in two distinctions for the VoC report which led to a Gartner renewal.
·	Assisted sales team with value of Gartner Peer Insights VoC which lead to sales for reprints on the report and Gartner licenses.
·Trained new team members through shadowing and best practices within the platform, which got them up to speed quickly.
·Created objectives resource for all Gartner Peer Insights to use, to work towards milestones with the program.

Program Manager

Elucidat

Customer Success Manager

Absorb Software

-Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
-Provided customer and market feedback to product team to help build features and solutions.
-Provided business, technical and product knowledge in support of post-sales activities.
-Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and customer service skills.
-Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
-Promoted business' development by building and maintaining relationships with new clients.
-Monitored metrics and developed actionable insights to improve efficiency and performance.
-Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
-Identified sales opportunities by assessing environment and devising and implementing winning strategy.
-Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
-Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
-Devised and published metrics to measure organization's success in delivering world class customer service.
-Coordinated resolutions for more than 30 daily customer inquiries while consistently achieving performance targets.
-Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
-Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.

•Responded to support requests from end users and patiently walked individuals through basic
troubleshooting tasks.
•Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
•Explained technical information in clear terms to non-technical individuals to promote better
understanding.
•Devised solutions to operations issues related to LMS Software, working closely via phone, email,and
web teleconference.
•Broke down and evaluated user problems, using test on personal LMS, personal expertise and
probing questions.
•Assisted customers in identifying issues and explained solutions to restore service and functionality.

Client Advocate Tier 2 

National Association of Chemical Distributors (NACD)

•	Support the membership in development and administration of in-person education and e-learning programs 
•	Manage all aspects of NACD’s Learning Management System (LMS) including: oversight and implementation of online courses, reporting, and customer support
•	Manage integration of LMS to NACD database Associations Anywhere (AA)
•	Troubleshoot NACD’s LMS. Manage integration of data between LMS, database, and website.
•	Work with NACD committees to create courses in LMS: Write/edit and create course descriptions
•	Assist with speaker relationships, presentation coordination and session content for all NACD educational events
•	Create and manage evaluations for all NACD educational events (including meetings, webinars, workshops, online programs, etc.)
•	Write promotional content for member communications on educational offerings
•	Manage implementation of association webinars including overseeing the technology to deploy the webinars
Leadership Programs
•	Manage day-to-day aspects including financial oversight for all executive education related programs
•	Provide support for Emerging Leaders Program

Coordinator, Education & Membership Programs

Echo360, Inc.

•Received the Rookie of the Year for 2017 award.

•Provide customer-focused service for the Learning Management System (LMS) for over 10 associations and their members.

•Independently manages the LMS online educational content, provide reports and quality assurance (QA) which includes testing online educational activities and new features.  

•Liaison with Engineering Department to verify reported bugs and test fixes.

•Provide strong written and oral communication skills to effectively communicate with customers by managing clients' expectations through the issue resolution process.  

•Problem solving skills with high attention to detail and good follow through with members and clients through resolving issues.

•The ability to prioritize client and member issue resolution in addition to a strong multi-tasker under time constraints.

•Attend four association conferences to assist with on-site sales of products and customer support of online education content.

Customer Support Manager

Kaiser Permanente

•Collaborates with the Director/Assistant Director of the Clinical Contact Center to provide systems administrative/project support. Leads, makes significant contributions by regular interfaces with the Management team to produce timely and valuable results. Helps set the direction on the project.

•Works closely with Assistant Director and Management Team of the Clinical Contact Center to provide systems support to both the Fair Oaks and Silver Spring Locations. The technology is comprehensive and complex including: Call recording system. Workforce management system (real time and historical reporting applications) and any other web based applications.

•Gather data and organize data into reports based on Call Center metrics.

•Analyze data for the call center, gathered and develop solutions or alternative methods of proceeding.
Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems and improvements.

•Plan study of work problems and procedures, such as organizational change, communications, information flow, integrated production methods, or cost analysis.

•Design, evaluate, and recommend changes and reports using Microsoft Excel and Micosoft Access.

•Prepare manuals and train workers in use of new forms, reports, procedures or equipment, according to organizational policy.

System & Project Coordinator

American Society of Clinical Oncology

• Support the Quality Oncology Practice Initiative (QOPI) help Desk: Respond to participant inquiries, register and maintain participant records, track calls and responses.

• Contribute to internal and external program presentations.

• Conduct interviews with oncology practices applying for QOPI certification. Ensure the quality and integration of the charts they have submitted.

• Coordinate and prepare requests for QOPI information, such as practice status lists, email distribution lists, performance and metrics.

• Prepare descriptive reports to describe registration and participation.

• Prepare specialized reports for insurers and improvement networks.

• Test web-based application for accuracy and functionality.

• Run validation checks of practice characteristic information and clinical data submissions.

• Inform supervisor and QOPI team members of issues, requests, and information related to the program. 

• Update and maintain the QOPI (and/or) Quality website using Contribute or VCM 
software, as needed.

• Coordinate and track consent forms to share data, agreements, and reports for 
collaborative groups.

• Coordinate with other departments within ASCO for program data and reporting needs.

• Support QOPI activities at ASCO Annual Meeting and other external meetings or 
conferences.

•Conduct orientation sessions and arrange on-the-job training for new hires.

Secretary of ASCO's Toastmasters Club- Started: July 2014-July 2015
Vice President of Development for Toastmasters July 2015

Program Coordinator, Quality and Guidelines

Howard Hughes Medical Institute

•	Input and analyze data to interpret results.
•	Keep detailed logs of all work-related activities.
•	Use computers, computer-interfaced programs, and high-technology industrial applications to perform work duties.
•	Proofread data to ensure quality and integrity of work.
•	Develop new methods to help study the mechanisms of biological processes.
•	Research and read scientific articles on project topics.
•	Contributed knowledge and ideas during focus group meetings
•	Communicate daily with fellow team members to ensure project success.

Laboratory Assistant II

The Office of Chief Counsel: Large Business & International

•	Answer phone calls and direct calls to appropriate parties or take messages.
•	Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software.
•	Attend meetings to record minutes.
•	Perform general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work.
•	File and retrieve corporate documents, records, and reports.
•	Open, sort, and distribute incoming correspondence, including faxes and email.
•	Provide clerical support to other field offices.
•	Assisted and supported training programs, such as the new employee training, managers' meetings and the Continuing Legal Education Program.
•	Helped prepare PowerPoint Presentations, brochures, and newsletters for meetings.
•	Supported and assisted the trial teams when attorneys came to Washington, D.C.

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