ALENE LEVY

East Islip, NY 11730 alene.levy@gmail.com 631-708-7748

CLIENT SERVICES VP/DIRECTOR Client Relations & Retention / Project Management / Training / QA Technology Integration & Implementation / Global Operations / P&L / Process Improvements / Restructuring / Healthcare
I actively solve problems and ensure customer satisfaction by delivering results. Additionally, I provide straightforward, easily communicated training and technical support, and focused and flawless execution of diverse projects. Building and fostering long-term, positive client relationships have become a hallmark of my career. By designing and overseeing global training needs, I improved the quality of software support service, productivity levels, and enhanced individual and team development. My key strengths include: Directing service delivery for sales/support of software, desktop, laptop and mobile technologies Overseeing ongoing training to ensure relevance and effectiveness with clients Analyzing business requirements and developing effective solutions Partnering with clients, staff and management to ensure client deliverables/schedules are met Building customer-focused teams across all service areas Peers describe me as a natural leader who fosters teamwork and an environment where innovation and collaborative approaches are pursued. My teams continually improve service, IT products and ensure corporate goals/objectives are met. My credentials include a BS in Individual and Family Studies from The Pennsylvania State University.

SELECTED ACCOMPLISHMENTS
Expedited new contract implementation. Upon joining Sandata, realized new contracts took 28 days to process with minimal client contact. Created work-flow process with measurable metrics, and designed standardized project plans across all service areas, reducing software implementation time-frame 75%. Formalized hand-off from sales to implementation, ensuring new client contact within four hours. Built team-oriented culture to achieve customer satisfaction. Multiple corporate acquisitions and reorganizations caused a backlog for Sandata. Analyzed staff skills, restructuring department into trainers, implementers and PMs. Cross-trained staff along multiple product lines, boosting efficiencies and implementation capacity by 20%. Developed highly-effective training curriculum. New-hires needed to be up and running quicker for MDeverywhere. Created detailed/intensive training program, mandating a ten-day in-house class schedule. Authored master training manual with input from all divisions including India. Increased new-hire independence from eight to two weeks Enhanced efficiencies to support sales growth. MDeverywhere suffered from incomplete implementation processes after dramatic sales increase. Created a New Start division and hired dedicated staff. Created full scope project plans for both small and large implementations, including sub-plans for each service area. Upgraded software/ created web-based project tracking program, eliminating incomplete software implementations while boosting efficiencies. Grew revenue with improved software implementation protocols. MDeverywhere was missing revenue targets and creating dissatisfied clients due to extensive software implementation time-frame. Revamped processes and training procedures, reducing implementation from 90 to 60 days and increasing revenue to an all-time high. Improved client satisfaction/retention rate, growing revenue. Challenged to improve client retention/customer satisfaction for MDeverywhere. Established joint AM/Operations Center teams, fostering better communication and creating action plans to achieve account goals. Boosted client satisfaction 40%, securing additional revenue and referrals.

ALENE LEVY

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Created standardized project plans and procedures to deliver services on time and within budget. Sandata and MDeverywhere lacked standardized, global implementation plans, causing project delays and additional expense. Developed standardized project management reporting templates, alert procedures, client and interdepartmental meeting schedules and interdepartmental monitoring teams to ensure project delivery on-time and within budget.

CAREER SUMMARY

VP Implementation/Training, Sandata Technologies, 2010. Led PM team for statewide software implementations. Oversaw ongoing training requirements for sales and customer services teams. Established SOPs, oversaw training and implementation life-cycle processes for healthcare management solution firm. Worked closely with sales, development and QA to ensure internal/external customer needs were met. Led 21 staff. MDeverywhere Inc. Medical billing/collections services and software solutions firm. VP Product Management, 2009 to 2010. Oversaw short-term/multi-year product life cycles for client-facing and internal applications. Conducted market, industry and competitive analysis, determining software requirements for new /existing products. Defined product priorities, scheduled time-lines and allocated resources for development projects. VP Client Services, 2006 to 2009. Directed day-to-day client service operations including training, customer support, payer support, account management, AR, and billing for 12 staff and 150 operational employees in India. Assisted sales team with classroom training, RFPs and presentations and managed all client-related issues/resolutions. Held $1M P&L responsibilities. Manager Client Relations/Project Manager, 2000 to 2006. Promoted from Senior Analyst to implement revenue management software solutions to hospitals/teaching universities. Oversaw Help Desk operations in India, and provided technical/application support to end-users and Alpha II/QA testing. Led team of ten. Earlier: Director Field Services, Allscripts. Managed nationwide field team of 23 account/project managers for the implementation and training of medication dispensing systems. Responsible for all client-related issues, budget goals and presentations to strategic clients. District Director, Healthworks Alliance. / Application Specialist, Geriatric & Medical Centers Inc.