Carrie Bongiorno
Escondido,CA
Summary
Accomplished leader with a proven track record at Outset Medical, adept in Product & Program Management and Team Leadership. Excelled in enhancing customer satisfaction by 37% through innovative process improvements. Skilled in Operations Management and motivational interviewing, driving significant revenue growth and client retention. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
Customer Success Optimization Manager
Outset Medical
10.2023 - Current
- Ensured stability of $35.2m ARR YoY from top 25% of customers by proactively managing relationships, analyzing treatment data, and running point on cross-functional projects needed to support customer relationship health.
- Successfully onboarded high profile customers by creating replicable processes, consistent timeline expectations, and bridging the gap between hospital C-suite executives and Outset Medical's Clinical and Field Service resources.
- Drastically shortened the length of time between lead closure and implementation start date and increased customer satisfaction scores by 37% by creating a process for internal alignment and handoff from Sales to the Implementation team, thereby avoiding repeating the discovery process during customer onboarding.
Business Partner
Barrett Business Services Inc
05.2021 - 10.2023
- Oversaw onboarding and implementation of PEO clients to payroll, HR, workers compensation, and risk mitigation platforms.
- Managed relationships with 75+ PEO clients to ensure they remained engaged with our services and team, leading to loyalty upon policy renewal and 97% retention rate within our branch.
- Partner with business's leadership teams to help clarify goals, create meaningful KPIs, develop strategy, and develop organizational structure by leveraging domain expertise, experience, and strong collaboration and strategic facilitation skills resulting in over $60 million in billing revenue annually.
- Secured annual workers comp policy renewals by leveraging customer experience and business operations skills, consistently exceeding YoY margin growth expectations of .25%.
Director of Commercial Operations, North America
Jenny Craig
12.2019 - 05.2021
- Managed successful execution of business and program improvement initiatives. Ensured all improvements were operations ready and all rollouts were streamlined for all impacted channels.
- Delivered timely and accurate reporting of business operations and applicable business initiatives to executives and C-suite.
- Acted as voice of Commercial Operations to company's functional groups (Marketing, IT, Finance, Supply Chain) by nurturing strong relationships across all departments.
Senior Manager of DTC Consulting Business
Jenny Craig
04.2017 - 12.2019
- Managed company's direct to consumer business with $30m in annual revenues.
- Responsible for training, coaching, and mentoring 60+ direct reports including supervisors, leads and consultants.
- Increased monthly revenue 20% by transforming call center service model from individual agents to a team approach that supported client success and engagement with the brand. Developed all aspects of service model including service protocols, position profiles, training, & weekly sales targets.
- Designed and delivered all customer experience, consulting, and sales training for company’s direct-to-consumer business, resulting in a 22% increase in first contact resolution.
- Developed consulting and sales scripts that led to a 29% increase in client retention.
- Incorporated behavior change dialogue and motivational interviewing techniques in all training materials to drive results and create an immersive customer service and sales experience.
Skills
- Product & Program Management
- Ability to lead and function in ambiguous environments with a bias toward action
- Team Leadership
- Operations Management
- Staff Management
- Staff Training and Development
- Customer Experience
- Motivational Interviewing, Behavior Change
- Complex Problem-Solving
- Exceptional written and verbal communicator with facilitation skills
- Microsoft Suite
- SalesForce
Volunteer Organizations
Membership Secretary for CA Junior High Rodeo Association, District 8
Timeline
Customer Success Optimization Manager
Outset Medical
10.2023 - Current
Business Partner
Barrett Business Services Inc
05.2021 - 10.2023
Director of Commercial Operations, North America
Jenny Craig
12.2019 - 05.2021
Senior Manager of DTC Consulting Business
Jenny Craig
04.2017 - 12.2019
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