Alexandra Wright

Client Services Manager

MatrixCare Inc.

08.2013 - 10.2023

Effectively managed a clinical support team of 10 employees for Health Information Technology software (SaaS) to assist service providers in the Continuing Care Retirement Community (CCRC) space.
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with existing clients.
Worked with business leaders to deliver services that support company objectives and consistent with corporate values.
Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution. Team maintained an average case life cycle of less than 22 hours.
Delivered outstanding service to clients to maintain and extend relationships for future business opportunities. Maintained CSAT rate of greater than 97%.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Interviewed and hired employees implemented onboarding program, including mentor assignment, to promote positive feedback and engagement.
Lead collaboration between departments as client advocate for enhanced customer experience (CX), and improved operational outcomes.
Established key performance indicators and held associates accountable for individual and team performance. Ran and maintained reports to present in upper management and leadership meetings.
Leveraged data and analytics to make informed decisions and drive service improvements.
Implemented the use of macros, templates and knowledge articles to increase efficiencies and decrease skill gaps. Resulting in a 20% increase in first contact resolutions in less than one year.
Lead team in their participation of quarterly smoke testing activities and user acceptance testing (UAT) before product deployment. Responsible for assuring team was ready to support and comply with annual government regulatory changes.
Worked closely with technical, hosting and change control board in incident response. Utilizing cloud-based tools such as Microsoft Teams for real-time collaboration and Rackspace, FNTS and AWS for deployment of deliverables.
Attended CCB meetings to approve change management deliverables - Agile.
Engaged in staff development practices and on-going performance assessments. Lead weekly stand-ups, monthly one-on-one and quarterly coaching and alignment meetings to evaluated employee performance and convey constructive feedback to improve skills, while acknowledging areas of improvement and accomplishments.
Achieved high staff morale and retention through effective communication, prompt problem resolution and proactive supervisory practices. Employee retention rate of 90%.
Developed dashboards to monitor service operations.
Managed web-based phone system to monitor service levels.
Established team priorities by creating schedules and monitored performance.