Laura Schirer

• Led the successful implementation of Member Management Software (MMS) across 10 corporate and 5 franchise locations, delivering on or ahead of deadlines.
• Rescued and led the go-live of a long-delayed website project within two months of assuming ownership.
• Launched Monthly Operating Reviews (MORs) to track revenue, sales, and membership KPIs across all locations.
• Built and standardized data collection systems to monitor business health and operational performance.
• Recommended and executed organizational structure changes to support scalability and long-term growth.
• Evaluated company-wide operations and partnered with senior leadership to streamline workflows, staffing, and marketing strategies.
• Analyzed technology needs and drove adoption of MMS and collaborative tools to improve efficiency.
• Mentor leadership on best practices in business acumen including data‑driven decision‑making, standardized metrics, and ongoing professional development to elevate customer service performance and organizational maturity.

The leader in providing data management and reporting solutions primarily for the emergency medical services (EMS), fire, and healthcare sectors.

• Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.
• Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
• Led a cross-functional team to develop and launch a new product line, contributing to significant growth in sales.
• Revised corporate policies and procedures to ensure compliance with evolving industry regulations, mitigating potential risks.

• Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.
• Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
• Led a cross-functional team to develop and launch a new product line, contributing to significant growth in sales.
• Revised corporate policies and procedures to ensure compliance with evolving industry regulations, mitigating potential risks.

• Built new Clients Services leadership teams during a critical staffing crisis, while maintaining a 90%+ CSAST.
• Established and managed department KPIs in conjunction with team managers to gauge internal measurements of success.
• Mentored and developed teams in finding creative solutions to both internal and client facing challenges.
• Worked with the Support Manager to define and implement support protocols, best practices, metrics and ensure all contract SLAs were met.
• Worked with the Implementation Manager to create plans, direct staff, and ensure project deliverables and timetables were met.
• Served as a strategic point of contact for key clients to establish and maintain strong relationships.
• Worked with product team to support the development of tools, material content, and provided feedback to development and system engineers for service-related product improvements.
• Coordinated with production teams to plan and schedule version releases, identify and resolve issues as they arise and opportunities to reduce client requests by making product improvements.
• Managed and guided Account Advisors to ensure successful customer experience by identifying opportunities and exceptional service.
• Provided support and advisement to sales team through recommendations for product suites, assistance with onsite demos, and RFPs.
• Partnered with Operations & Finance in building and maintaining the P&L.
• Managed product and service billing opportunities.
• Served as project lead on behalf of Client Services to ensure strong integration across all departments and teams.
• Oversaw Client Services employee coaching and performance evaluation guidelines.
• Oversaw creation and maintenance of Client Services onboarding plans and resources to be utilized company-wide.

• Implemented the SCUM framework with the Agile mindset for the Elite HIH development team, providing a consistent process for predictable and efficient code releases.
• Led the Technical Manager and a team of five developers, of different levels, providing guidance, structure, and decision making.
• Managed and prioritized the product backlog, releasing sprints with little to no defects.
• Promoted three teams members as part of their career growth, and was in the process of coaching and developing three other team members to reach their next career goals by regular one-on-on meetings, exploiting their strengths, and evolving their areas of opportunities by setting objectives and goals.
• Oversaw 9+ major integration initiatives, ensuring continued progress, fielding obstacles to keep the projects moving to achieve deadlines (i.e., AHA GWTG Integration, Kno2 Carequality Treatment Query, LA County, San Diego Health Connect).
• Completed over 9 courses on LinkedIn Learning for self-development and education ranging from software related course to leadership courses, having no prior development leaders experience.
• Continued ownership of the HireTouch product, actively participating in ongoing implementations, client continued education, support, and development sprints.

• Responsible for the overall health of the HireTouch business unit, reporting to the Executive Leadership Team (ELT), encompassing profitability, accounting backlog, RFP’s, KPI’s, team member career growth, product development goals, implementations, improving the consistency, predictability and efficiency of the organization project delivery capability.
  
• Oversee and direct involvement in all client implementations, resulting in continuous momentum of project execution.
• Regularly reviewed client's SaaS and developed strategies for increases based on each specific client.
• Implementation and Support Lead in working with the Development Manager to expedite a transition to Amazon Web Service (AWS) for all clients on the HireTouch platform, with a proof of concept executed in one month, and all clients fully transitioned within less than a year.
• Created a ‘best practice’ and standardization of the implementation plan, reducing the average implementation timeline by 6 months.
• Analyze software platform and make development recommendations to enhance user experience.
• Created a support triage process to better manage client’s expectations, creating more efficient and transparent monthly development sprints, reducing support ticket follow up from clients by 50%.
• Retained a signification portion of clients by creating and executing a ‘Good Will Tour’ after one epic year of threatening infrastructure performance.
• Working with the Marketing department, led the organization and planning of three annual user conferences.
• Annually plan the Development Road map with the Development team based on a holistic view of the business unit and industry standards with the overall company’s vision as the driving force.

• Executed 8 new applicant tracking system implementations and upgraded 3 current clients ranging from various industries such as higher education, finance, volunteer organizations, and construction.
  
• Developed and presented via webinar 8 'User Meeting' trainings for existing clients to enhance, teach, and harbor innovative ideas to better their product use and knowledge as a monthly feature to an audience of 30+ users.
• Along with a sales member, attended and presented 10+ product demonstrations both via webinar and on-site.
• Organized and trained 20+ new client classes customizing each training session based on the client and audience, with attendance ranging from 1 - 40 users.
• Problem solved solutions based on complex client needs working with software developers to create new features or stretch the software's capabilities to find solutions within the system.
• Prepared and presented 2 topics at ImageTrend's first annual HireTouch User Conference with 40+ attendees.
• Resolved 100+ product support issues both from a client and end user reporting stance.

• Operational responsibility for all aspects of 250-seat inbound and outbound call center operations of $50m national third party administrator handling auto and property claims services.
• Established CSR department in a second location, growing operations FTE staffing by 45%.
  
• Prepared team for our part in a SOC 2 (Service Organization Controls) audit with a select team of seven.
  
• Implemented key performance indicators (KPI’s) for all associates to drive superior individual and organizational performance at branch location, such as schedule adherence saving the company $500k annually.
  
• Created processes to streamline efficiencies and drive customer service, such as creating low survey score call back process and execution, increasing survey results by 23% in the first month.
  
• Help create new incentive and recognition programs, resulting in improved morale and decreased attrition, such as cash incentives for contractor referrals, peer-to-peer recognition and quarterly bonus for top 25% of highest performers.
  
• Managed 7+ Contact Center Supervisors directly, 5-7 Contact Center Floor Coaches both directly and indirectly, and indirectly managed 80-105 associates.
• Oversaw hiring of over 200+ front-line associates, 10 Supervisors, 15 Floor Coaches during my tenure with the company.