Madison Putman
Sr. Customer Success Manager
Allen,TX
Summary
Customer-focused professional with successful 10-year career in healthcare sector. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
11
11
years of professional experience
Work History
Sr. Customer Success Manager
Perspectum, Ltd
Dallas, TX
01.2020 - Current
- Promoted from within from Account Manager to Sr. Customer Success Manager to lead a global change in account management, create customer support strategies, and execute strategic planning initiatives to increase customer retention.
- Orchestrate the implementation of MRI artificial intelligence technology at over 50 imaging centers and act as the operational point of contact when coordinating cross functional teams during implementation and post-deployment activities
- Managing and driving continuous improvement initiatives to minimize risk, ensure ongoing utilization, optimize workflow, and improve service delivery
- Played a key role and collaborated directly with senior leadership to build and execute sales and demand generation strategies for the B2B product suite
- Monitored metrics and developed customer health index with actionable insights to improve efficiency and performance.
- Managed successful negotiation of long-term contracts with hospital and imaging center executives.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Communicated best practices among on-site and external personnel to align efforts and goals.
Clinical Supervisor
United Allergy Services
, TX
06.2016 - 12.2020
- Promoted from within from Sr. Clinical Allergy Specialist to Clinical Supervisor to coordinate team leadership for more than 20 allergy centers located throughout the Dallas/Fort Worth area and Oklahoma, supervising 22 direct reports providing allergy care options to over 40 providers, driving revenue in excess of $1 million in 6 months
- Utilize data mining and analytics to identify trends affecting productivity, successfully increasing treatment rate and increasing physician screening for utilization of services by over 10% over a three month period
- Responsible for interviewing, hiring, and training all newly hired personnel in the area, as well as providing on-going training and support to ensure proper clinical procedures were followed
- Created and implemented a mentorship project to cultivate future leaders for the company resulting in 5 personnel being promoted to Sr. CAS
Senior Clinical Allergy Specialist
United Allergy Services
Van Buren, AR
01.2013 - 06.2016
- Promoted from within from Clinical Allergy Specialist to Sr. Clinical Allergy Specialist to monitor and train new hires
- Chosen to lead nation wide projects, resulting in 15% increase in patient screening for allergy testing
- Coached employees to communicate benefits of Immunotherapy treatment to patients that resulted in a 30% increase in the number of patients that transition to treatment after being tested
Education
Bachelor of Science - Biology
Arkansas Tech University
Skills
Strategic communications
Timeline
Sr. Customer Success Manager
Perspectum, Ltd
01.2020 - Current
Clinical Supervisor
United Allergy Services
06.2016 - 12.2020
Senior Clinical Allergy Specialist
United Allergy Services
01.2013 - 06.2016
Bachelor of Science - Biology
Arkansas Tech University