CCaaS & Cloud Innovation Center

Project 1 - CCaaS Transformation
Optimizing patient access to enable 3.1 bil in ambulatory division revenue through AWS Connect cloud platform transformation. Empowering 215 contact center agents to execute 1.3 mil patient interactions, process 350k specialty referrals and schedule 602k clinical appointments annually. Leading migration from Cisco on-prem solution to increase automation, optimize digital self-service, deploy virtual tier 1 agents and delivery intelligent patient engagement.

Role: Technology business owner

Project 2 - AWS Proof of concept app
Led academic challenge team in co-creation of the "MyReferralNavigtor" open source referral status tracking app to increase healthcare process transparency, enable "care everywhere", drive revenue capture and enable digital health equity... read more

Role: Strategy lead - process and patient journey

Executed Salesforce CRM transformation to achieve 12% increase in sales, 40% reduction in speed to conversion to drive 130k+ enrollments with industry-leading 85% member retention rate for national Medicare line of business sales org generating 20 bil in revenue annually by optimize D2C sales workflow for 125 field sales and 300 inside sales staff

Critical success factor - Deployed omni-channel engagement, digital enrollment, enhanced sales analytics and outbound acquisition and retention campaign orchestration

Critical success factor - Deliver accurate sale compensation design for shared commission aligned to new enrollment channels and credit of sale touch points.

Critical success factor - Rapidly launch highly successful On24 webinar channel with integrated Adobe eSign capabilities into field sales workflow enabling scheduling and delivery of 400 webinars a month nationally

Role: COE & business process owner, implementation and enablement leader

Designed and executed sales enablement and GTM readiness programs for 7k licensed inside sales agents across 4 national eBrokers - Tranzact, SelectQuote, eHealth and GoHealth. Partners collectively exceeded targets by 45% by enrolling 35k new members in first year of sales launch while maintaining an outstanding retention rate of 75% vs 35% other offered plans.

Critical success factor - Ensured partners could effectively sell unique KP value prop vs. all other price/ provider focused carriers in portfolio.

Critical success factor - Rapidly design and deploy On24 webinar platform to host on-demand training curriculum, sales tools, product information and resources.

Role: GTM Program Director

Led the design, implementation and operation of national customer data platform to aggregate demographic, membership, clinical utilization and engagement data for 2.1 mil members to enable robust omni-channel campaign development and orchestration across dimensions including member journey, channel preference, segmentation, cohorts and models (risk, persona, predictive response) to deliver targeted and personalized acquisition, retention and winback campaigns

Critical success factor - Support regional, national, seasonal and monthly wayfinder strategy across tv, direct mail, email, text, digital, social, automated IVR and agent outbound channels to increase response rates, manage channel of choice, reduce spend, enable attribution and more effectively measure sales and marketing performance

Role: S&M COE leader, telesales DTC workflow process owner

Led enablement, change management and communication projects for global FICO and O2C deployment with specific focus on fixed asset management, wholesale order management and retail finance. Enablement planning and execution supporting effective training, adoption, knowledge management and post go-live support for 475 end users across APAC, AMEA, NAMER, LATAM regions.

Critical success factor: Manage enablement logistics, scheduling, regional trainer readiness, translation and training instance preparation including region specific training data to support regional end user adoption and project success.

Role: Enablement and change management lead

Led process and technical documentation program to support greenfield implementation in validated cGMP global manufacturing environment producing process maps, policies, and controlled SOP, BPP documentation to support QMS across FICO, OTC, QM, PP, WM, SRM and HCM modules.

Critical success factor - Ensure controlled documentation aligned to SAP transactional workflow and work steps and supported QMS and FDA audit and compliance requirements.

Role: Business process and technical documentation lead

Rapidly design and deploy GTM sales readiness, training and certification programs for national Medicare Part D product launch. Led development of certification tracking SQL database and reporting as system of record. Delivered and managed learning paths and LMS support for eLearning modules and certifications for 5k brokers and 26k licensed agents nationally.

Critical success factor: Broker organizations exceeded sales targets by 29% achieving 68k enrollments in first year of product release.

Role: Lead GTM consultant

Deliver award winning customer support experience for 1.1 million residential broadband subscribers contributing to Verizon ranking 6th in online customer experience for Fortune 100 companies.

Produce effective training program for Enterprise customer support organization to enable customer support staff to effectively manage billing, provisioning, incidents and field service orders.

Role: Principal training and knowledge management consultant

Established digital production workflow to rapidly produce high quality on-demand and eLearning content across all product lines for rapid deployment to internal, partner and customer technical audiences globally. Scaled webinar platform and managed event portfolio for wide range of sales, sales engineering, product marketing, field service and hardware and software training events for partners and customers

Role: Program manager, WW technical training