I am a highly driven client relationship manager with a passion for utilizing cutting-edge information systems to create exceptional customer experiences, resulting in improved business outcomes. I take pride in being a forward-thinking professional in the client relationship space, with a focus on innovation and technology.
Experience
May 2020 - Present
Illumisight, Managing Director
Guiding the overall strategy and direction of Illumisight to achieve sustainable growth and market leadership. Performed financial planning and budgeting processes resulting in cost optimizations of 20% and increasing profit margins by 15%. Formulating and executing comprehensive business plans, setting clear objectives, and aligning resources to maximize efficiency and productivity. Cultivate and maintain strong relationships with key stakeholders to drive business expansion and market penetration. Leading negotiations with vendors, partners, and clients to secure favorable terms, leading to streamlined operations. Identify and pursue new business opportunities, conducting market analysis, and competitor assessments to inform strategic decision-making, resulting in two new product lines and five strategic partnerships.
July 2018 - August 2021
NextGen Healthcare, Senior Account Manager
Developed action plans to address client pain points for at-risk clients in the West region and delivered 100% retention of those clients. Generated opportunities for inside sales for add-on services and products, such as consulting services and cloud-based products resulting in quota being met. Advised C-suites through providing guidance on upcoming industry trends and regulations, including strategic planning for future growth. Mentored and onboarded new Account Management staff, resulting in new hires being assigned clients within two weeks in the role. Trained Account Management staff on technical infrastructure and design, resulting in higher KLAS scores for the department.
September 2013 - July 2018
NextGen Healthcare, Technical Support Team Lead
Handled escalations with clients, ensured SLA's were met across the team, and ensured that the team met stated KLAS goals. Served as the site liaison between Irvine, CA site management, remote staff, and the Horsham, PA office which led to a reduction of time-zone silos within the support organization. Managed the Technical Support and Technical Engineering teams in the Irvine, CA office, including designing the organization structure, interviewing and onboarding new staff, along with laying off staff when needed to achieve departmental goals. Trained the Technical Support teams and was the subject matter expert for Salesforce Service Cloud. Wrote software documentation and performed QA testing for the Development team. Presented technical training sessions at annual client conferences with attendee satisfaction scores over 9 on a 10 point scale.
January 2011 - December 2019
Golden State Information Technology, Founding Partner
Provides business and IT consulting along with managed hosting services for individuals, small, and medium sized clients. Performs market research, lead generation, sales, consulting, and implementation of projects for clients. Actively maintains current client accounts to ensure client satisfaction and continued business. Responsible for regulatory filings and compliance.
January 2010 - April 2010
Alacer, Operations and Analysis Clerk
Responsible for scheduling, procurement, and production processes of the Emergen-C product to ensure compliance with FDA regulations, and that manufacturing outputs are within specifications as defined. Compiled production cost reports to management. Reviewed processes and identified areas of improvement based on machine output reports, machine uptime reports, and on-the-floor observation. Provided feedback to department managers as part of continuous improvement in the control phase of the Six Sigma methodology.
November 2009 - December 2010
Westwood College, English and Communications Teaching Assistant
Identified at-risk students along with areas of concern in course requirements and formulating learning plans so that desired learning outcomes can be achieved. Followed-up with students to check their progress in the learning plans and provide one-on-one assistance to keep students on-track. Adjusted learning plans and utilized different teaching styles to adapt to each student's learning style as needed to maintain student engagement and successful course outcomes.
September 2006 - December 2009
Brown and Brown of California, d.b.a. CalSurance, EPS Representative
Responsible for reconciling client accounts and providing reconciled reports to Accounting team. Responsible for enrolling new agents and issuing California Certificates of Insurance, cancelling policies when agents are retired, and providing refunds to clients based on unused premiums. Researched client issues such as wrongful cancellations, premium payment issues, and refund issues. Worked on special projects for high-profile and large value clients to ensure appropriate turnaround times for enrollments and cancellations, acted as a liaison to the account management teams to ensure transparency between our departments, and to make sure client expectations are set appropriately.