Summary
Accomplishments
Skills
Tools
Overview
Work History
Education
Timeline
ProjectManager
Emily Harris

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
07.2022 - 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
07.2021 - 07.2022
  • 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
12.2020 - 07.2021
  • 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
04.2018 - 12.2020
  • 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
06.2014 - 04.2018
  • 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
01.2010 - 02.2015
  • 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
08.2005 - 05.2010
  • 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, TX

Master of Arts - Education

Concordia University at Austin
Austin, TX

Timeline

Team Lead, Technical Implementations

Elation Health
07.2022 - Current

Senior Professional Services Manager

Elation Health
07.2021 - 07.2022

Implementation Manager

Elation Health
12.2020 - 07.2021

Data Analyst/Training and Development Manager

Camp Gladiator
04.2018 - 12.2020

Manager, Customer Support

Camp Gladiator
06.2014 - 04.2018

Senior Director of Operations

Math For Keeps
01.2010 - 02.2015

Front Office Manager

Austin Sports Medicine
08.2005 - 05.2010

Bachelor of Science - Kinesiology

University of Texas Health Science San Antonio

Master of Arts - Education

Concordia University at Austin

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Emily Harris