K'tara Lopez
Dallas,Texas
Summary
Talented and customer-focused professional with a track record of success in delivering exceptional customer advocacy and ensuring maximum value for clients. Dedicated to understanding and meeting customers' business goals, optimizing technical and operational health, and driving product adoption. Excellent communication and relationship-building skills, with a deep understanding and ability to translate business needs into effective solutions. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
1
1
Certification
Work History
HCIT Project Manager
Konica Minolta Healthcare Americas
06.2023 - Current
- Planned, designed, and scheduled phases for large projects, maintaining a continual focus on the customer's business goals to improve their overall technical and operational health
- Monitored project performance to identify areas of improvement and make adjustments, realizing the maximum value out of clients' investments
- Coordinated with cross-functional teams to resolve project issues and mitigate risks by serving as a primary contact point for high-profile customers
- Achieved project deadlines by coordinating with contractors to manage performance and optimizing the platform during critically important peak events
- Provided detailed project status updates to stakeholders and executive management, acting as a trusted advisor and building a track record in customer success
- Developed and implemented strategic project plans to meet business objectives, translating clients' needs into solutions through extensive knowledge of technology platforms
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts, forging strong relationships with customers and account teams.
Customer Success Manager
GE Healthcare
01.2020 - 06.2023
- Coordinated actively with engineering, product management, marketing, and commercial teams to drive product line direction, improvements, and expansion
- Conducted partnership reviews (Quarterly Business Reviews, QBR), evaluated service performance metrics and service level agreements to provide business planning
- Directed customers and support teams during system outages in mission-critical environments
- Led programs to enhance customer satisfaction, products, process, and profitability, achieving exceptional results across GE Healthcare Imaging departments
- Proactively addressed high-valued and strategic customers technical aspects of their enterprise imaging healthcare system
- Delivered updates to Executives on prompt resolution of outages and coordinated with C-level and Executive team to discuss Post Incident Analysis
- Managed operations improvement, security optimization, minor upgrades and server refresh projects for multi-system enterprise hospital organizations
- Researched and resolved account and service problems, documenting resolutions in internal computer system.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Technical Account Manager
GE Healthcare
01.2015 - 01.2020
- Managed services and internal communications of high profile/revenue and at-risk customers, delivering enhanced technical solutions
- Maintained positive customer relations by proactively addressing problems and implementing successful technical account plans
- Developed, coordinated, and implemented technical account planning/solutions for complex enterprise customers
- Provided knowledge and engaged resources to deliver efficient solutions to daily problems
- Cultivated strong relationships with customers as primary point of contact, discussing open issues, project statuses, and future requirements
- Evaluated customer service, support, current and future purchases, and projects to ensure product adoption and expansion
- Served as a liaison between customers and engineers, promoting collaboration and removing roadblocks
- Conducted meetings with customer and technical experts to manage major incidents for customers' hospital outages
- Created functional documents for customer enablement operations
- Contributed technical expertise, problem resolution, and customer guidance to enterprise projects for performance and workflow improvement
- Developed workflow diagram and analysis, providing suggestions for system optimization and technology refresh
- Acquired extensive product knowledge for customer’s customized technical environments and workflow needs.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
Technical Support Engineer
GE Healthcare
01.2006 - 01.2015
- Served as primary point of contact for support relating to owned solutions and products
- Responded to support requests from end users and patiently walked individuals through troubleshooting tasks
- Performed problem resolution by managing and solving issues escalated by primary support team
- Provided technical support to customers and field service Radiology and Cardiology PACS teams for North and South America
- Subject Matter Expert (SME) for SQL Server and HL7
- Provided coaching, training, and mentoring to advanced support team engineers
- Formulated and prototyped health report to facilitate pro-active monitoring of customer systems
- Collaborated with web-based technology vendors to facilitate proper integration and customer application go-live events.
Field Service Engineer
GE Healthcare
01.2004 - 01.2006
- Performed onsite installation, modification, and maintenance of systems and equipment
- Composed technical write-ups for debriefing, product defects, and customer communication
- Conducted trouble shooting, problem resolution, integration, expansion, and sales services to 75% of Dallas and Fort Worth's largest GE Healthcare Picture Archive Communication System (PACS) sites
- Defined, documented, and implemented local service strategies for IITS/PACS sites.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
Education
Master of Business Administration (M.B.A) -
Keller Graduate School of Management
Plano, TXBachelor of Science (BS) : Computer and Information Sciences -
DeVry University
Dallas, TXSkills
- Collaborative Environments
- Exceptional Customer Communication
- Technical Issue Resolution
- Excellent Organizational and Time Management
- Strategic Account Planning
- Adept Technology Learner
- Client Relationship Management
- Customer Success Focus
- Efficient and Detail-Oriented
- Cross-Functional Collaboration
- Issue and Complaint Resolution
- Program Management
Certification
- Certified Scrum Master (CSM)
- Leading Adaptively, GE
- Foundations of GE Leadership
- Building Essential Leadership Skills
- Effective Coaching Skills
Additional Information
United States Navy, Air Traffic Controller – Honorable Discharge, Minimum 5 years professional experience, with 3+ years’ experience in a client-facing technologist role, driving technical project leadership and/or technical account management in an enterprise setting., Strong technical acumen: analytical capabilities with proficiency in SQL, prior experience working with technical systems and the ability to quickly learn new technologies and systems., Effective and credible leading outcomes-focused client conversations. Ability to influence stakeholders' decision making., Experience communicating clear technical and business requirements to engineering: Understanding client needs, synthesizing requirements, and steering solution design to meet business and operational needs., Ideally, a background working with any of the following: enterprise health care systems, digital consumer payments or backend payment processing technologies, enterprise system integrations., You feel comfortable working in a thriving entrepreneurial environment and have some level of comfort navigating through times of ambiguity., Lastly, you should be EXCITED about Cedar's mission of improving healthcare financial experience.
Roles And Responsibilities
- Manage the technical aspects of Cedar’s relationship with our most strategic and high-value clients.
- Externally, liaise with operational and technical client stakeholders to drive product adoption and integration health.
- Internally, serve as the voice of the customer to key organizations - engineering teams, account management and product managers.
- Provide technical governance and develop technical account plans.
- Directly manage client integration health and mitigate risks. Proactively identify and triage issues, produce plans of action and solution proposals, and work cross-functionally with engineering counterparts for resolution or mitigation. To do so, you will need to groom tickets, stories, or requests.
- Partner with Client Managers to build client partnership: QBR planning, expansion strategy, and cross-selling or upselling initiatives.
- Senior TAMs may mentor and coach junior team members to uplevel the skills and knowledge base across the team.
Timeline
HCIT Project Manager
Konica Minolta Healthcare Americas
06.2023 - Current
Customer Success Manager
GE Healthcare
01.2020 - 06.2023
Technical Account Manager
GE Healthcare
01.2015 - 01.2020
Technical Support Engineer
GE Healthcare
01.2006 - 01.2015
Field Service Engineer
GE Healthcare
01.2004 - 01.2006
Master of Business Administration (M.B.A) -
Keller Graduate School of Management
Bachelor of Science (BS) : Computer and Information Sciences -
DeVry University
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