Jun 2022 – Aug 2024 · 2 yrs 2 mos · Remote

• Built and scaled global support operations during a period of rapid growth and complexity, driving improvements in quality, efficiency, and customer experience.
• Launched new global office in Pune, India — hired, trained, and led the first support team on-site, establishing operational management, QA, and documentation that enabled 24x7 coverage.
• Implemented 100% QA program for support tickets using a cost-effective vendor solution, creating a closed feedback loop that improved knowledge sharing and elevated customer experience.
• Designed workforce management strategy that optimized staffing, resource utilization, and service-level consistency.
• Led complex cross-functional projects in organizational design, using data-driven recommendations to improve workflows and system reliability.
• Guided the team through company wind-down, maintaining service continuity, supporting knowledge transfer, and helping team members transition successfully during a challenging period.
• Delivered measurable gains in scalability, quality, and customer trust by building resilient systems and leading with transparency and empathy.

Jan 2022 – May 2022 · 4 mos

• Led virtual onboarding strategy for new healthcare clients, ensuring smooth adoption of athenahealth’s SaaS solutions and strong customer readiness.
• Translated client business needs into onboarding strategies that anticipated risks and delivered positive business outcomes.
• Coached and developed a team of onboarding SMEs, driving execution against business metrics while improving customer satisfaction and preparation.
• Enhanced client readiness and engagement by building scalable processes that improved implementation speed and reduced friction.

Feb 2018 – Jan 2022 · 3 yrs 11 mos

• Built and led athenahealth’s Product Knowledge organization, the company’s Level 3 (L3) escalation support team — 40 functionality experts across geographies resolving the most complex customer issues and partnering with product/engineering to drive fixes at scale.
• Directed cross-functional issue management, partnering with product and engineering to resolve 2,600+ reported issues across all customer segments.
• Drove major backlog reduction, launching a taskforce that cut aged issues by 98% and reduced average issue age by 29 days.
• Built corrective action strategies for recurring issues, on track to cut related customer calls by 50%.
• Launched new operations in Chennai, India, hiring and leading the first six-person team to establish training, QA, and documentation, laying the foundation for 24x7 coverage.
• Coached and developed people managers across geographies, setting clear goals, aligning to org-wide initiatives, and strengthening execution and accountability.

Sep 2016 – Feb 2018 · 1 yr 5 mos

• Led and developed a team of subject matter experts responsible for managing complex product issues and escalations. Partnered closely with product and engineering teams to clarify functionality, resolve defects, and improve customer experience.
• Oversaw client-reported issues and requests, ensuring timely research, accurate root-cause analysis, and effective resolutions.
• Guided SMEs in issue investigation, coaching them to surface patterns and escalate systemic problems for long-term fixes.
• Built trust with product and engineering teams by strengthening collaboration on functionality clarifications and defect resolution.
• Motivated and supported team performance, fostering expertise, accountability, and responsiveness in handling escalations.

Feb 2015 – Sep 2016 · 1 yr 7 mos

• Led a technical support team providing advanced troubleshooting, custom solutions, and high-stakes data migrations for healthcare clients. Balanced hands-on technical problem-solving with process improvements and people leadership.
• Delivered custom technical solutions for clients and internal stakeholders, including sensitive data migrations for mergers, acquisitions, and divestitures requiring precision and accuracy.
• Supported monthly product releases by coordinating testing, troubleshooting, and readiness activities.
• Hired, coached, and developed team members, building a stronger support organization and improving efficiency.
• Streamlined operations and improved processes, identifying weaknesses and implementing innovations that reduced friction for both clients and internal teams.
• Built strong relationships with stakeholders to ensure complex technical solutions aligned with customer needs and business goals.

Feb 2013 – Feb 2015 · 2 yrs

• Responsible for managing multifaceted application issues across athenahealth's products and services, from receipt of the initial report to full implementation of resolution. Responding to reported requests and issues via CRM, researching functionality issues and training topics, creating or leveraging existing documentation and resources to help resolve complex customer issues. Collaborating with product and engineering teams to provide clarification for complex issues or intricate functionality, or working to identify and deploy bug fixes. Working to report true application flaws to R&D teams, Technical Associates are esteemed for their product proficiency, and often serve as subject matter experts for both internal and external stakeholders.

Sep 2010 – Feb 2013 · 2 yrs 5 mos

• Manage complex technical projects for healthcare providers.

Jul 2009 – Sep 2010 · 1 yr 2 mos