Dawn Bieschke
Creston
Summary
Growth-driven and results-focused professional with wide-ranging experience in Customer relationship building, Tech support, Troubleshooting, Upselling, Coaching and Training, Software implementation and Customer Retention. Adept at conceptualizing and proposing effective solutions; implementing business initiatives; and enhancing workflow and efficiency. Well-versed in budget administration, value management, cost controls, team development and supervision as well as project operations. Adept at interacting and establishing positive working relationship with all levels of individuals. Technically proficient with Microsoft Office Suite (Word, Outlook, PowerPoint, and Excel) QuickBooks, NetSuite, Sales Force and Smartsheet.
Professional with strong background in training and development, adept at designing and implementing effective training programs. Skilled in curriculum development, instructional design, and leveraging technology to enhance learning experiences. Known for fostering team collaboration, adapting to changing needs, and consistently achieving measurable results. Reliable, flexible, and focused on driving continuous improvement in organizational performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Implementations and Training Specialist
Powerback Rehab
01.2023 - Current
- Developed training modules and Job Aids for employees
- Hold 1:1 and Group training for employees on topic requested
- Manage and arrange integrations between Software
- Configuring software to meet CMS regulations and Powerback Rehab specifications
- User uploads as required for newly acquired operating units
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Collected data on program effectiveness to develop modifications and improvements to curricula.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Promoted a culture of continuous improvement by conducting regular follow-ups with trainees post-training sessions.
- Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective teaching methodologies.
Implementations Associate
Net Health Therapy
01.2020 - 01.2023
- Orchestrated the development and execution of technical systems, software, hardware, and solutions
- Conduct in-depth analysis on external client product demands and support project plans to guarantee the timely and within the budget project completion and attainment of client expectations
- Actively communicate with client through E-mail, phone calls and Webex, Microsoft Teams, Go to Meeting, Ring Central meeting platforms
- Carry out various tasks, such as interaction with other vendors through online, onsite training, go live support, and post go live support
- Relationship building expertise while working with clients during onboarding and training and go live process
- Developed training module for clients and internal staff
- Problem solving expertise with special attention to client needs assessment and ability to offer suggestions for best practices
- Mentored junior associates, contributing to their professional development and growth within the organization.
- Enhanced communication between departments by implementing standardized reporting procedures for implementations.
- Conducted thorough needs assessments to identify client requirements and tailor solutions accordingly.
- Received positive feedback from clients on the quality of service provided during the implementation process.
- Facilitated smooth transitions from legacy systems through careful planning and phased rollouts of new solutions.
- Developed strong relationships with clients, leading to successful collaboration and smoother project execution.
- Created detailed project documentation, enabling efficient knowledge transfer and post-implementation support.
- Identified potential obstacles early in the project lifecycle, allowing for proactive mitigation strategies to be put in place.
- Improved client satisfaction by effectively managing implementation projects and ensuring timely delivery.
- Provided comprehensive training to end-users, resulting in a more confident and knowledgeable user base.
Mergers and Acquisitions Coordinator
Health Pro Heritage
01.2020 - 01.2022
- Manages valuation engagements to provide timely, high quality client service that meets or exceeds client expectations and deadlines
- Keeps lines of communication open with partners, staff, and clients and serves as a resource for these individuals
- Stays updated on latest developments as they affect business and industry, as well as the Firm's policies
- Contributes to firm-wide initiatives and special projects and actively participate in the improvement of our valuation practice by providing new ideas, suggestions, research, etc
- Prepares other reports, projects, and duties as may be assigned
- Gathered and organized materials to support operations.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Entered data, generated reports, and produced tracking documents.
Implementations Associate
Integra Connect
01.2018 - 01.2020
- Communication and interpersonal skills
- Leadership and teamwork skills
- Analytical and problem-solving skills
- Time management and organizational skills
- Risk and cost management skills
- Performance monitoring
- Technical skills
- Enhanced communication between departments by implementing standardized reporting procedures for implementations.
- Received positive feedback from clients on the quality of service provided during the implementation process.
- Streamlined implementation processes for increased efficiency and reduced project completion time.
- Facilitated smooth transitions from legacy systems through careful planning and phased rollouts of new solutions.
Customer Success Manager
Optima Healthcare Solutions
01.2012 - 01.2018
- Interfaced with key clients to determine process/system challenges and formulated solutions for seamless operations
- Collaborated with sales management for consensus accuracy and prospected sales expansion opportunities
- Initiated and facilitated training, best practices, and onboarding sessions as well as streamlined success rates for new clients while mentoring clients through regulatory and software upgrades and improvements
- Transformed the ClinSign product by Increased physician E-Signatures by 140,000 per month for physician E-signature model
- Accelerated monthly revenue by $100,000.00 per month for physician E-signature model
- Decreased churn by 35% for physician E-signature console
- Maintained portfolio of clients averaging $2M/ARR
- Successfully maintained KPI metrics as set forth by the Executive team
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Created customer support strategies to increase customer retention.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
Collections Specialist
Unity Recovery
01.2011 - 01.2012
- Orchestrated and coordinated the operations of drug and alcohol treatment center
- Performed multiple functions, such as collections, billing, payment posting, utilization review, insurance verification, and health information management
- Utilized company records and internet resources in conducting account research
- Executed custom collections campaigns on each client composed of emails, phone calls, and standard mail correspondence
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
Customer Relations Manager
Liberty Medical Supply
01.2001 - 01.2011
- Cultivated and mentored a team of 30 customer relations representatives, in charge of monitoring dissatisfied customers that threatened to cancel services
- Handled inbound/outbound call volume of escalated call volume, including customer correspondence, client service representatives training, quality monitoring, and team training
- Conducted payroll for team of and 20 to 30 representatives and organized time off and Saturday schedule as well as interviewed and hired new representatives
- Developed and implemented procedures and training sessions schedule for outside vendors
- Increased average calls per hour by 5 calls per representative
- Decreased tardiness and attendance issues by 30%
- Developed metrics for team KPIs
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Made customers aware of current and new programs and services.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
- Created and delivered customized training programs for staff, enhancing their skills in customer service and problemsolving.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed new employees and on-going performance assessment of current employees.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
- Organized regular meetings with stakeholders across departments, ensuring alignment on goals related to improving the overall client experience journey.
- Spearheaded the creation of an automated ticketing system, streamlining issue resolution processes while reducing response times considerably.
Education
Associate of Arts - Computer Science
Penn College of Technology
Williamsport, PABusiness Management Diploma - undefined
Alison Online Course
Skills
- Customer Relationships
- Project Management
- Strategic Planning and Implementation
- Cross-functional Collaboration
- Leadership and Team Building
- Process Improvement
- Needs Assessments
- Sales Support
- Certified Scrum Product Owner
- Training program design
- Project implementation
- Course material creation
Accomplishments
- Resolved product issue through consumer testing.
Certification
- Customer Success Management Certification | Success Coaching
- Certified Scrum Product Owner | Scrum Alliance
Timeline
Senior Implementations and Training Specialist
Powerback Rehab
01.2023 - Current
Implementations Associate
Net Health Therapy
01.2020 - 01.2023
Mergers and Acquisitions Coordinator
Health Pro Heritage
01.2020 - 01.2022
Implementations Associate
Integra Connect
01.2018 - 01.2020
Customer Success Manager
Optima Healthcare Solutions
01.2012 - 01.2018
Collections Specialist
Unity Recovery
01.2011 - 01.2012
Customer Relations Manager
Liberty Medical Supply
01.2001 - 01.2011
Business Management Diploma - undefined
Alison Online Course
Associate of Arts - Computer Science
Penn College of Technology
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