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senior director global client services resume example with 13+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Executive Profile
Global senior client service executive with 25 years of global healthcare IT experience with consistent results in revenue, profitability, client satisfaction and employee retention.
Skill Highlights
  • Service General Management
  • Net Promoter Score Optimization
  • Executive Client Management
  • Client Analytics & Monitoring 
  • Service Revenue Enhancement
  • Big 5 (Tier 1) Consulting 
  • Lean Six Sigma Black Belt 
  • Process Re-design 
  • Offshore/onshore sourcing
  • Change management and user adoption.
Core Accomplishments
  • Diverse healthcare industry experience comprised of Big 5 consulting, top-tier healthcare IT and medical device companies and clinical experience as a radiology practitioner.
  • Led over 330 employees for 2,200 matrixed customers on a global basis.
  • Successfully utilizes Six Sigma and change management tactics to create sustained culture change.
Professional Experience
05/2014 to 02/2016 Senior Director, Global Client Services Harris Computer Systems | Oklahoma City, OK,
  • Lead 330 employees in $78 million in revenue for global client services for three 24x7x365 call center and field service teams, client satisfaction, client analytics, worldwide executive escalation management.
  • Grew revenues 6% YOY and reduced base cost by 15%
  • Reduced global operations reporting packages by 85% from 14 to 2.
  • Built the first global proactive and reactive escalation process.
  • Unified a fragmented service organization divided by product lines into a modern territory-based configuration.
10/2010 to 01/2014 Director, Client Services, Radiology & Cardiology, North America Christus Health | Bossier City, LA,
  • Led 90 employees for a $25M P&L North America client services team for implementation, client analytics, client satisfaction, cloud data center, 24x7 technical support call center, and product commercialization.
  • Achieved 12% YOY revenue growth and improved NPS by 18 points. 
  • Improved NPS in Latin America by 8% by launching chat services.
  • Reduced project overruns by 17% with process re-design and controls.
  • Reduced call wait time 22% through re-engineered call distribution.
  • Received Distinguished Customer Service Award 2011 for setting record high KLAS survey results.
10/2010 to 01/2014 Director, Client Services, Radiology & Cardiology, North America Carestream Health | City, STATE,
  • Led 90 employees for a $25M P&L North America client services team for implementation, client analytics, client satisfaction, cloud data center, 24x7 technical support call center, and product commercialization.
  • Achieved 12% YOY revenue growth and improved NPS by 18 points. 
  • Improved NPS in Latin America by 8% by launching chat services with language auto-translation.
  • Launched first proactive hardware and software alerting & monitoring function that consistently avoided SLA penalty fees.
  • Reduced project overruns by 17% by installation process re-design.
  • Reduced call wait time 22% through re-engineered call distribution.
  • Received Distinguished Customer Service Award 2011 for setting record high KLAS survey results.
05/2009 to 10/2010 Director, Professional Services Allscripts | City, STATE,
  • Led operations responsibility for 500 professional service employees forecasting revenue, utilization, adoption analytics.  
  • Reduced EMR installation time by 57% from 14 weeks to 6 weeks.
01/2009 to 01/2010 Vice President, Sales Operations & Enablement Allscripts | City, STATE,
  • Led sales operations monitoring 500 sales reps for quota attainment, reporting and analytics, market analysis for territory planning, compensation and commission plans and maintaining CRM, quoting & commission systems.
  • Executive sponsor for the system integration project for two cloud CRM systems (Salesforce.com & Siebel).
  • Executive sponsor for the system integration project of compensation, commission, and quoting information systems - Firepond and Xactly.
01/2007 to 05/2009 Director, Global Client Services AGFA Healthcare | City, STATE,
  • Executive responsibility for radiology and cardiology service division with 225 employees and a $36M P&L in North America client satisfaction, implementation, escalations, and support.
  • Built the first North American client services division for a German EMR brought into the US healthcare market.
01/2005 to 01/2007 Vice President, Client Services Merge Healthcare | City, STATE,
  • Executive responsibility for 100 employees and a $12M P&L for implementation, client satisfaction, escalation, and technical support.
  • Achieved 11% YOY growth and managed a 21 site go-live.
01/2002 to 01/2005 Senior Manager & Senior Solution Architect Cerner Corporation | City, STATE,
  • Professional services implementation consultant for clinical workflow redesign, change management and product adoption for Electronic Medical Record (EMR), radiology and cardiology IT solutions.
Education
Expected in | Master of Science: Management & Organization Behavior Benedictine University, Lisle, Illinois GPA:
Expected in | Master of Public Health, Healthcare Administration Benedictine University, Lisle, Illinois GPA:
Expected in Bachelor of Science | Healthcare Management Southern Illinois University, Carbondale, Illinois GPA:
Expected in | Associates in Applied Science, X-Ray Technology College of DuPage, Ellyn, Illinois GPA:
Publications
  • Conference Presentation - "Using Benchmarks on the Road to Service Excellence", Technology Services Industry Association (TSIA) Conference, Las Vegas, Nevada, October 2014
  • White Paper - "Telemedicine - Impact, Benefits, and Opportunities" - Arthur Andersen, Newsletter, 2000
Skills
  • Full client service portfolio executive  with consistent financial, operational and client satisfaction outcomes.
  • Works well with sales to drive sale of technological solutions, consultative engagements, and optimized service delivery.
  • Data-driven creating hindsight and foresight insights.
  • Consistently recognized as a strong client-centric leader.
  • Strong influence, account management and change management skills to drive cultural change and product adoption.
 

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Resume Overview

School Attended

  • Benedictine University
  • Benedictine University
  • Southern Illinois University
  • College of DuPage

Job Titles Held:

  • Senior Director, Global Client Services
  • Director, Client Services, Radiology & Cardiology, North America
  • Director, Client Services, Radiology & Cardiology, North America
  • Director, Professional Services
  • Vice President, Sales Operations & Enablement
  • Director, Global Client Services
  • Vice President, Client Services
  • Senior Manager & Senior Solution Architect

Degrees

  • Bachelor of Science

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