Client Service Professional with SAAS Implementation expertise seeking to utilize in-depth

experience in a challenging Director assignment

  Bachelor of Business Administration, with Business Administration and Marketing Major; member, President s List; Lean Six Sigma Yellow Belt Certified

  Skillfully manage Client Services across all organizational service lines and direct Implementation Department for SAAS platform

  Outstanding strengths in overseeing projects, designing Project Scope and managing SOW development

  Continually assure highest levels of client satisfaction while seeking mechanisms for continued organizational growth

  Proficiency in use of MS Office, to include Word, Excel, PowerPoint and Outlook; Function Fox, Salesforce, Basecamp Classic & 3, Visio, Snagit, Content Management System (CMS), Search Engine Marketing (SEM) and Pay Per Click (PPC)

Sequence Health, GA (formerly MDnetSolutions), 2014 Present

Patient Care Continuum, Engagement and Management

Director of Client Services and Implementation (2016-Present)

         Effectively manage Client Services Department across all service areas as well as Implementation Department for SAAS platform.

         Support maintenance/growth of client satisfaction through accurate and careful portfolio management, with a focus on increasing market share; provide strong direction to account managers toward development of Tier 1 clients, including conducting semi-annual business reviews, and encourage development of role of advisor to clients.

         Successfully improved client satisfaction survey scores by10% and saw 85% customer retention rate; skillfully facilitate closing of new business from existing portfolio by placing emphasis on advantages of utilizing SAAS platform.

         Continually identify increased benefits utilizing SAAS to streamline onboarding/implementation process and steer software implementation to maximize client use by identifying the ROI value.

         Expertly completed migration of clients to new platform, oversee work performance of implementation specialists, conduct needs assessment and software training and provide support for new/existing clients.

Customer Success Manager Account Management (2015-2016)

         Successfully led and managed key client account relationships across all service lines; spanned digital media, website development/launch, Lead Tracker, Sequence, Call Center Services, CTS, and MD Messenger; also managed Tier 1/Tier 2 clients.

         Consistently maintained clear vision of client services and action planning related to project management and milestones; established objectives, priorities and goals for multiple client-based initiatives while balancing organizational goals with client expectations; diligently assigned and monitored staff support for client projects.

         Continually surfaced opportunities for up-selling during projects, compiled crucial data from involved internal teams to develop Scope of Work for projects, and developed QBR and client strategy, forecasts and account plans.

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Project Manager (2014-2015)

         In this initial assignment with organization, oversaw website projects for hospitals/physician practices; maintained project milestones and executed established action plans, oversaw 35 accounts, collaborated with design and programming teams as well as client to define framework, develop sitemaps and coordinate copy and image inventory.

         Performed supervisory review, assured QA during all launch phases, updated website within client CMS, provided continual delivery of customer support and satisfaction and assured quality of deliverables.

         Continually promoted/supported adoption of various ideas and projects within/outside of organization and regularly utilized SEM procedures.

eBay and Amazon Sales, GA 2011 2014

Owner

         For this retail storefront online venture, was successful in generating $100K in sales and 3,000+ in completed transactions resulting in being selected as Top Rated Power Seller.

         Responsibilities included inventory procurement/control and advertising copy development for products selling at multiple price points; provided exceptional customer support for bidders, oversaw all aspects of shipping activities, generated invoices and managed all other client sales-related activities.

         Developed financial reports that included balance sheets, income statements and cash flow data.

Webpavement LLC, GA 2001 2007

Project Management/Marketing Supervisor

          Designed exceptional marketing programs for multiple B2B technical clients of this digital signage organization; skillfully employed integrated approach that supported clients in developing their respective brands/businesses.

          Was responsible for full-life-cycle project coordination, including developing product launches and designing the company logo.

          Successfully closed new accounts, including Pfizer and Clear Channel, while serving with the business development team; also led trade show team, capitalizing new growth by 30%.

Allmerica Financial, GA 1997 2001

Marketing Analyst

         Was responsible for overseeing mail marketing program for over 75 clients of this automobile/life insurance organization; authored/edited copy for brochures, posters and flyers and developed proposals for potential clients.

         Was strong participant in obtaining Capital One account; also restructured database to streamline sales growth and, in acknowledgement of performance excellence, was promoted to Analyst from Assistant within three months of hire.

Kennesaw State University, Kennesaw, GA

Bachelor of Business Administration, Business Administration & Marketing Major, 1997

Member, President s List