Dedicated and seasoned CRM Leader with over 25 years of experience directing cus tomer support and relationship management for clients in the Healthcare Industry . Results-oriented Quality Assurance Director who has a strong history of increa sing customer satisfaction ratings and reducing critical issue resolution time. Focused Project Manager with extensive experience supporting software implementa tions in fast-paced Remote Hosting - Data Center environment. Conscientious prob lem solver who quickly resolves customer issues and, in turn, retains key source s of revenue. CORE COMPETENCIES Executive-level Client Relationship Management (CRM) * Business & IT Process Imp rovement Team Building & Mentorship * Strategic Planning * Problem Solving * ISO9000 Cert . Process Project Management * ITIL * SAS70 Auditing * Systems Integration * Internal Comm unications PROFESSIONAL HISTORY
ECLIPSYS CORPORATION, Mountain Lakes, NJ (1990 to Present)
A company that provides advanced healthcare IT solutions. Senior Director of CRM and Quality (2008-Present) Oversee and sustain Eclipsys clinical applications across a multi-platform clien t base of 158 hospitals. Report to the Sr. VP of the Eclipsys Technology Solutio ns Center, and direct a team of four PMI Project Architects and four Client Advo cates. Implement technology solutions and coordinate day-today support of Eclips ys products. Provide Client Relationship Management (CRM) across the entire remo te hosting client base. Direct data center operations, including support, servic e level management and contract monitoring for 175 active projects. Reviewed tec hnical project plans and reported on quality standards metrics. Hosted monthly r emote marketing calls to CIOs, which resulted in better client communications an d increased sales. Lead recertification efforts for the team, including the 2009 ISO9001 recertification process. Key Accomplishments: * Completed over 1,500 client projects under budget goals. * Data Center Relocation * Planning and Execution of PMO * Increased client satisfaction ratings by 40%. * Reduced critical issue resolution time by 30% by implementing ITIL methodology . * Decreased unplanned downtime by 82% using the ITSM service model. Client Advocate Director (1999 - 2008) Nurtured and developed relationships with C-level hospital executives, and repor ted to the VP of the Eclipsys Technology Solutions Center. Effectively collabora ted with Sales Executives to ensure client satisfaction levels were met. Oversaw a team of four PMI Project Architects and four Client Advocates in implementing and supporting Eclipsys products. Maintained good relationships with hospital I T staff. Hosted monthly meetings with C-level executives and monthly client foru ms to communicate new corporate directives. Met with sales prospects and organiz ed on-site client visits. DIANA WOZNIAK-FLACK PAGE 2
ECLIPSYS CORPORATION, continued
Key Accomplishments: * Assisted in closing $17.5 million in new business. * Resolved 1,000 client requests and incidents per month. * Raised KLAS scores from 8th to 6th in rank. * Received 3 Chairmen Awards in 2001, 2005 and 2007. Customer Support Director (1990 - 1999) Managed a client services call center, which expanded to include 10 Client Care Representatives within the first 18 months. Oversaw the daily operations of the call center, and resolved escalated client issues as needed. Designed and execut ed call center workflow, eventually integrating one process across all Eclipsys call centers. Cultivated relationships with hospital IT staff. Lead team to Glo bal transition of Call Center. Key Accomplishment: * Ensured excellent customer service for 1300 to 1600 calls per month. * Standardized processes and workflow resulting in call in-take reduction and in crease in Client satisfaction. * . Lead team to Global transition of Call Center. EDUCATION Some coursework towards Bachelor of Arts in English Rutgers University, New Brunswick, NJ TECHNICAL PROFICIENCIES Platforms: UNIX, SQL, Windows, MVS, VTAM and Citrix. Infrastructure: Mainframe, RS6000, AS400, Virtual Server and IBM Blade Technol ogy. Networking: TCP/IP, SNA, SMS/SQL, Secure ID, Token Ring, HIPAA and Ethernet. Tools: Checkpoint Firewall, MacAfee, HP Open View, What's Up, IBM Tivoli, Blade Logic, Tripwire, Microsoft Office Suite, Visio, Live Meeting, SharePoint, Clarif y, Clarity, Seibel and EPM Live.