Emily Harris
Round Rock,TX
Summary
Senior Project Manager bringing highly credible technical expertise in directing cross-functional projects. Innovative and successful at driving projects from inception to launch. Engaged in operational development and implementation in high-tech environments with progressive leadership experience and consistent success in surpassing performance targets.
Accomplishments
- Created highly effective onboarding program that included deploying a learning management system and establishing a data analytics process to identify areas of improvement.
- Implemented Salesforce as part of establishing day-to-day operations for a growing start-up.
- Identified the need for a new role and created my own growth opportunity, twice.
Skills
- Production Monitoring
- Technology Resource Integration
- Functional Requirements Expertise
- Software Documentation Control
- Project Management
- Software Deployment
- Software Customizations
- Process Improvement
- HL7 & API Integrations
- Provider Authentication
Tools
Salesforce, Asana, GuideCX, Zendesk, JIRA, Confluence, Looker, Lessonly, MDToolbox, G-Suite, MS Office, SureScripts
Overview
18
18
years of professional experience
Work History
Team Lead, Technical Implementations
Elation Health
San Francisco , CA
2022.07 - Current
- Diagnose, troubleshoot, and resolve issues for internal and external stakeholders reducing technical escalations by 8%.
- Audit current tools and infrastructure to uncover deficiencies and develop solutions reducing elapsed time to onboard by 3 weeks.
- Confer with subject matter experts about solutions to existing system problems.
- Mentor and motivate employees in regard to service quality, product knowledge, and performance against KPIs.
- Plan and deliver training sessions to improve employee effectiveness and address areas of weakness reducing errors by 28%.
Senior Professional Services Manager
Elation Health
San Francisco , CA
2021.07 - 2022.07
- Encouraged employee development through training, coaching, and motivational strategies reducing time to independence by 8 weeks.
- Oversaw multiple accounts and simultaneous projects without sacrificing service quality.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations reducing customer escalations by 13%.
- Founded Customer's Org Office Hours providing technical expertise and coaching reducing Support's time to resolution by 3 days.
Implementation Manager
Elation Health
San Francisco , CA
2020.12 - 2021.07
- Simultaneously managed 20+ full project lifecycles beginning at inception and ending with customer-facing deployments.
- Reviewed installation and rollout of electronic medical records software for proper functionality improving engagement by 22%.
- Led collaborative, cross-functional risk management efforts including brainstorming mitigation strategies that reduced churn by 5 logos/month.
- Prepared detailed project plans by liaising with key stakeholders to obtain details on project scope, component requirements, and duration restrictions.
Data Analyst/Training and Development Manager
Camp Gladiator
Austin , TX
2018.04 - 2020.12
- Analyzed training needs and developed evaluation procedures that increased upsells by over 200%.
- Deployed a learning management system, boosting product knowledge and reducing new hire onboarding by 3 weeks.
- Generated reports and maintained database to develop analytics on key metrics and provide technical support for existing reports and dashboards.
- Audited internal data and processes to identify and manage initiatives that empowered data-driven business decisions, saving the equivalent of a full-time employee's salary.
Manager, Customer Support
Camp Gladiator
Austin , TX
2014.06 - 2018.04
- Coached team members and delivered constructive feedback to promote productivity and increase employee retention by 6 months on average.
- Implemented training and onboarding processes for newly hired employees and led professional development initiatives increasing average CSat by over 20 points.
- Increased customer retention by applying in-depth product knowledge and persuasive communication skills to reduce churn by 30%.
Senior Director of Operations
Math For Keeps
Austin , TX
2010.01 - 2015.02
- Hired, trained, and managed employees, holding staff accountable to an 85% CSat.
- Generated and implemented strategies that increased revenue 20%.
- Analyzed data across a variety of sources to identify trends and evaluate procedures to implement structure and improve operations increasing productivity by 15%.
Front Office Manager
Austin Sports Medicine
Austin , TX
2005.08 - 2010.05
- Provided leadership through training and onboarding new employees reducing waiting room time by 7 minutes.
- Performed insurance verification, pre-certification, and pre-authorization reducing rejected claims by 10%.
- Entered procedure codes and diagnosis codes into billing software reducing time to payment collection by 1 week.
Education
Bachelor of Science - Kinesiology
University of Texas Health Science San Antonio
San Antonio, TXMaster of Arts - Education
Concordia University at Austin
Austin, TXTimeline
Team Lead, Technical Implementations
Elation Health
2022.07 - Current
Senior Professional Services Manager
Elation Health
2021.07 - 2022.07
Implementation Manager
Elation Health
2020.12 - 2021.07
Data Analyst/Training and Development Manager
Camp Gladiator
2018.04 - 2020.12
Manager, Customer Support
Camp Gladiator
2014.06 - 2018.04
Senior Director of Operations
Math For Keeps
2010.01 - 2015.02
Front Office Manager
Austin Sports Medicine
2005.08 - 2010.05
Bachelor of Science - Kinesiology
University of Texas Health Science San Antonio
Master of Arts - Education
Concordia University at Austin