Kathleen Fisher

• Sold $1000 to $2000 Annual Memberships to Construction Industry - Maintained Quota.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Managed Paid subscription accounts.
• Provided client support via telephone and email.
• Conducted client training on proprietary bid management software.
• Kept clients informed about product releases and upgrades.

• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Investigated customer complaints and escalated issues to address critical requests.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Maintained key performance indicators and acceptable performance levels to support assigned customer base. Managed over 50 calls per day.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.

• Revamped internal customer service and stock processes.
• Managed multiple stock rooms, including chemicals, cleaning supplies, and PPE during Global Pandemic.
• Assisted Quality Manager, Sanitation Manager, and Supervisors with supply control.
• Developed custom inventory system for Sanitation Department to reduce spending by 20% and improve ordering overlap by 30%.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Evaluated operational practices and identified improvement opportunities and procedures.

Start-Up SAAS Healthcare Compliance Software - Physician Compliance

• Pre-Launch Product Consultant for Compliance Software start-up.
• Oversaw compliant training document development across project work streams to create internal control statements per HIPAA and Sunshine Act regulatory standards.
• Conducted quality assurance, identifying defects and usability issues.
• Supplied software-related technical support through various communications channels, phone, chat, email.
• Served as primary liaison between orthopedic software customers and development team, relating feedback and concerns for future patch cycles.

• Managed partnerships with high-profile Surgeons and Physicians.
• Served as single point of contact for internal and external clients to assure complaint transactions.
• Acted as cross-functional liaison to Sales and Medical Education departments.
• Processed 150 consulting agreements and compiled due diligence to include HIPAA and Sunshine Act Compliance.
• Presented weekly reports on financial performance, escalations, and forecasts.
• Collaborated with team to create comprehensive Training Manual.
• Received 2016 Partnership Award.