Get Well

Client Success Manager

WUWTA

- Managed a portfolio of over 90 clients with a key focus on the heathcare industry. 
- Created a new client onboarding process to improve interdepartmental communication, reduce implementation errors and improve the overall customer experience
- Project managed client onboarding, including systems integration impementation training and ongoing support 
- Developed and delivered refresher training for clients below targeted KPIs, resulting in significant improvement in patient engagement
- Engaged with clients in a consultative role to share best practices, capture opportunities for system enhancements to meet client needs, and ensure maximum engagement with the platform.
- Collaborated with engineering and development teams to manage client support tickets, track feature requests and improve client-facing reference materials, including online FAQs, automated communications and training.

Director of Customer Success

Adventist HealthCare

•	Provide Program Management for Patient Experience initiatives, programs and tools across the health system to ensure alignment with strategic goals and regulatory requirements.
•	Serve as system administrator for system-wide rounding tool, including survey build outs for new use cases, training, reporting and troubleshooting support.
•	Project manage the development of and ongoing enhancements to a Patient Experience Tableau dashboard that provides on-demand, monthly patient experience scores, process measures and additional key metrics to facilitate transparency of patient experience data to the unit level. 
•	Produce monthly data and patient comment reports for senior leadership, including trends and opportunities. 
•	Managed migration from legacy patient experience system to new online portal, including communications and training. 
•	Oversee budget, logistics and materials for internal and external events, including strategic offsite meetings, legislative events, training and community outreach webinars, and employee engagement events.
•	Facilitated design, production and distribution of Patient Experience framework materials to over 6,000 employees.
•	Draft and edit correspondence, including training materials, donor/sponsorship solicitations, event materials, gift acknowledgements, board and committee presentations, and policy position materials. 
•	Facilitate patient experience orientation and provide service recovering training for clinical and non-clinical staff.

Program Manager & Analyst, Patient Experience

•	Provide executive administrative support to multiple senior executives, across three departments, including complex calendar management, expense report and invoice processing, travel coordination and other projects, as needed. 
•	Draft and edit correspondence, including donor/sponsorship solicitations, gift acknowledgements, board and committee presentations, and policy position materials. 
•	Track legislative issues, including positions of key associations and partners on bills to ensure alignment of organizational strategies, during the Maryland General Assembly Session and support key lobbying activities at the Federal, State and Local levels. 
•	Participate in and provide support to the system-wide Patient Experience Council.
•	Coordinate sponsorships with partner organizations, including key executive participation and marketing materials. 
•	Researched, drafted and edited executive research briefs in advance of meetings for top executives.
•	Coordinate logistics, materials and budgets for on and off-site meetings, including strategy and teambuilding sessions, monthly team meetings, legislative events and webinars.
•	Created and managed department recognition program for Urgent Care staff and ongoing employee engagement initiatives. 
•	Coordinated large and small events as co-chair of the events committee for Support Center staff.

Executive Assistant III

Time Warner Cable

•	Managed $1M training budget and coordinated scheduling, registration and logistics of course to meet departmental technical training requirements. 
•	Led committee to capture, track and implement improvement initiatives. 
•	Managed department-wide recognition and team building programs, and led company-wide initiatives to engage employees as the Chair of the Events Committee. Oversaw a team of 20+ volunteers. 
•	Project managed national networking and recruiting events to meet departmental hiring needs. 
•	Coordinated development and updates of annual strategic goal documents, and supported multiple organization realignment projects.
•	Researched and analyzed project and work requests to eliminate duplication, identify conflicts and facilitate action.
•	Provided executive administrative support to the Senior Vice President of Network Operations.

Department / Project Coordinator

Cox Communications

• Coordinated development and updates of annual strategic priority documents for internal audiences
• Created and edited presentations, documents and correspondence for internal and external audiences.
• Provided administrative and facilitation support to company-wide process improvement initiatives and projects
• Participated in company-wide initiatives to engage employees
• Provided administrative support to the Senior Vice President and General Manager, as well as the Vice President of Business Operations.

Executive Assistant

NCI Information Systems

• Coordinated distribution of Press Releases and Employee Communications.
• Contributed content, created layout design, edited, and coordinated approval process for quarterly newsletter.
• Responded to market research requests, coordinated trade show materials and supported other marketing functions, as required.
• Conducted annual internal audits to ensure conformity to written procedures and coordinate annual external audits with certification vendor.
• Compiled and distributed quarterly management review report to ensure visibility of QMS issues across all organizations. 
• Provided administrative support to the Executive Vice President

Quality Administrator, Executive Assistant to EVP

Equant

• Administered sales training programs, including vendor relations, event planning and managing a training budget of $600k in 2004.   
• Successfully coordinated four international training events as the Project Manager for a global Sales Management Effectiveness training initiative.  
• Created budget, training, and management reports using both Excel and Crystal Reports.
• Recognized with a monetary award for budget management achievements in 2004, including the negotiation of a $40k reduction in event fees.
• Provided administrative support,to the Assistant Vice President of Sales Operations and assisted the department with special  projects, as needed.

Senior Administrative Assistant

Acterna

• Supported corporate HR team with screening, scheduling, and interviewing of candidates for local positions.
• Designed the engineering department Intranet, including content development, and assisted with its implementation.
• Managed vendors for office purchases/leases, maintained supply inventory, and served as the point of contact for building management issues.
• Provided administrative support to the Director and Vice President of Engineering.

Office Manager / Sr Secretary

Diverse self-starter with extensive experience in project management, training, implementations, internal and external communications and customer support with a passion for making a difference across the organization.

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