Kelly Delaney
Rochester,NY
Summary
Accomplished Account Director dedicated to customer service and process implementation. Bringing 10+ years of related experience and deep understanding of solution development, problem solving, and team building.
Overview
16
16
years of professional experience
Work History
Client Account Director
Envision Pharma Group
01.2022 - Current
- Lead as “voice of the client”, effectively translating client business needs to internal development team ensuring adherence to client process and industry requirements
- Serve as main client relationship owner on assigned accounts ensuring client expectations are met for technology-related support and deliverables
- Served as clients business escalation for team's portfolio of clients, including monitoring client satisfaction with companies’ services, business & technical expertise in systems, client SOPs, and internal process
- Support well-being of direct reports through onboarding, strategic training, mentoring, and progression planning.
- Apply strategic understanding of client business to provide and recommend technology approaches for optimal support of client’s strategic objectives
- Perform business testing of programs and system updates based on knowledge of industry and client need
- Collaborate across teams to implement continuous improvements.
- Recruited, interviewed and facilitated hiring of employees
Client Senior Account Manager
Envision Technology Solutions
09.2018 - 01.2022
- Support adoption and effective use of medical communications platforms
- Use effective relationship-management to improve platform adaptation and optimization for specific client use
- Support client portfolio including classic platforms and iEnvision as day to day contact
- Provide optimum customer support for clients through all stages of platform development including training, configuration cycles, and special projects including integrations, data maintenance, and general maintenance
- Present new features, documentation and training materials that enable clients to adopt and gain value
- Work with product, delivery, and development teams to ensure that software solutions meet clients’ requirements
- Provide support for product configuration teams to act as “voice of the client” during delivery and implementation of new software platforms
- Maintain long-term relationships with clients by providing continuing post-launch and triage of platforms as well as additional adoption planning
- Collaborate with solution leaders to define and evolve account strategy and facilitate ongoing growth.
Senior Test Administration Specialist
National Board of Medical Examiners (NBME)
07.2011 - 09.2018
- Provide pre-administrative test support to Health Professional Organizations (HPO), International Programs, and collaborative clients in test assessment and secondary certifications
- Investigated and resolved test administration problems reported by customers (examinees, HPO contacts, test center staff) and test delivery vendors
- Efficiently communicated resolutions (oral and written, as appropriate) of test problems to customers and external vendors by describing results of investigations and providing recommended courses of action
- Participated with management in planning and developing operations, contract revisions and development, and policies and procedures for test administration activities
- Trained in Salesforce and served as a leader and trainer of this product to others
- Handled managerial tasks assisting with special projects, research, and documentation including best practices and training materials
- Provided test-day customer support, initial troubleshooting, and crisis management of incidents that occurred during testing
- Prepared Test Administration Summary report following each HPO and international exam administration and provided information for Final Report to be included in both internal and external metrics.
Senior Disability Services Specialist
National Board of Medical Examiners (NBME)
07.2011 - 04.2016
- Provided prompt, secure, and professional customer service to medical board examinees requesting USMLE (United States Medical Licensing Examination) test accommodations in line with the Americans with Disability Act (ADA)
- Accurately and efficiently served as primary contact person regarding confidential test accommodation requests for medical board examinees
- Provided expert customer service via oral and written correspondence from inception through completion for all steps of the USMLE
- Effectively communicated Disability Services’ policies and guidelines according to the ADA regarding requests for accommodations to internal and external customers
- Monitored request statuses and provided thorough communication to examinees, including updates and decisions for their test accommodations
- Authored and processed notifications of test accommodations for all assigned Health Profession Organizations/exams, including served as the primary point of contact for Health Professions Services staff, Client Test Administration staff, and specific HPS-related Renewal for the Disability Services Unit
- Communicated with test vendors to ensure implementation of approved accommodations
- Coordinated the delivery of accommodations to candidates and resolved issues regarding accommodations through unit-to-unit communication.
OBC Manager / Rare Disease Researcher Coordinator
National Disease Research Interchange (NDRI)
08.2009 - 02.2011
- Worked with national biomaterial sources and private tissue donors to coordinate procurement of quality donated human tissue for the purpose of scientific research
- Oversaw maintenance and inventory of an extensive human biorepository containing roughly 9000+ tissues and specimens
- Verified vital information from sources, private donors, and medical charts, including medical and social history of the donor as well as the disease specifics of the tissue
- Processed tissue inquiries and requests from researchers
- Analysed movement of tissue into and out of biorepository for target recommendations useful for future tissue procurement and development
- Marketed OBC to scientific researchers for recruitment of subjects, supplement tissue/specimens, and overall tissue placement for appropriate scientific research
- Established 200 research protocols within NDRI for worldwide tissue procurements specific to investigators’ needs
- Worked with approximately 100 researchers and IRB to set up applications for tissue procurement
- Created detailed database for documentation of tissue transfer
- Interacted with families and tissue sources to obtain necessary information for research studies.
Operations/Event Production
Sixthman, LLC
11.2007 - 08.2009
- Worked in team environment to create essential elements in producing unique music festival cruise vacations/experiences
- Maintained smooth-running systems for each cruise within a multifunctional team to ensure timelines were met including, but not limited to, overseeing event management, distribution of gifts and prizes for customers, and purchasing of tickets for special programs and activities
- Provided extensive travel arrangements for staff (25+ people)
- Assisted in customer service via online chat, telephone, and email communications both in office and at sea.
Education
B.S. in Applied Biology, Pre-medicine -
Georgia Institute of Technology
Atlanta, GA06.2000
Skills
- Platform specific integration/conversion management/SaaS/Agile
- New Hire Onboarding
- Customer Service/Portfolio Management
- Operating Procedures and Policies
- Advanced knowledge of Windows packages including Microsoft 365, Macintosh OS packages (Excel, Word and PowerPoint), Adobe Photoshop
- Microsoft Teams Champion
Awards Activities
- Salesforce Champion (NBME)
- Train the Trainer for Salesforce/CRM
- Instructor for Sketchworks Comedy and YourAct for adults, teens, and youth (Atlanta, GA)
- Teacher for Playmaking for Girls program focusing on young women in Youth Detention Centers
- Ensemble member of Gorgeous Ladies of Comedy, Improvisational troupe
- Child Coordinator for National Television show, Cartoon Fridays, on Cartoon Network
- Accepted to Morehouse School of Medicine (2001)
- Volunteered at Level 1 Trauma center within Grady Hospital (Atlanta, GA)
- Deans’ List, Georgia Institute of Technology
- Faculty Honors (4.0 GPA), Georgia Institute of Technology
- HOPE Grant Scholar (1996-2000), Georgia Institute of Technology
Other Experiences
- Customer Service Specialist, Georgia Tech Alumni Association
- Invoice Exception Representative/SLA Manager, Harbor Payments
- Accounts Receivable/Contracts Admin., ValleyCrest Landscape Maint.
- Research Technician / Specialist, Georgia Tech & Emory University
Timeline
Client Account Director
Envision Pharma Group
01.2022 - Current
Client Senior Account Manager
Envision Technology Solutions
09.2018 - 01.2022
Senior Test Administration Specialist
National Board of Medical Examiners (NBME)
07.2011 - 09.2018
Senior Disability Services Specialist
National Board of Medical Examiners (NBME)
07.2011 - 04.2016
OBC Manager / Rare Disease Researcher Coordinator
National Disease Research Interchange (NDRI)
08.2009 - 02.2011
Operations/Event Production
Sixthman, LLC
11.2007 - 08.2009
B.S. in Applied Biology, Pre-medicine -
Georgia Institute of Technology
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