Sujata Patel
IMPACT NETWORKING
Lake Zurich,IL
22
years of professional experience
Operations and customer experience executive with 12 years of progressive leadership growth at Impact Networking, advancing from Contract Administrator to Director. Proven track record of building departments, developing leaders, improving operational efficiency, and driving customer retention through scalable processes and data-driven decision making. Experienced leading cross-functional teams responsible for customer support, contract administration, recurring revenue operations, billing, supply fulfillment, and national account management. Recognized for creating accountability through KPI management, automation initiatives, and continuous process improvement.
Work History
Director of Customer Relations
10 Months- Promoted five times over a 12-year career based on consistent performance, leadership development, and successful execution of increasingly complex operational responsibilities.
- Built and scaled the Customer Relations department, establishing team structure, workflows, KPIs, service standards, and accountability measures.
- Lead Customer Relations, Contract Quality, Sales Support, External Supply Support, and National Accounts functions supporting the full customer lifecycle.
- Direct a team of supervisors, specialists, and administrators responsible for contract management, recurring billing, customer support, supply fulfillment, and national account operations.
- Oversee operations supporting more than $15M in monthly recurring billing revenue while maintaining strong standards for billing accuracy and contract integrity.
- Developed KPI reporting and operational dashboards that increased visibility into service levels, response times, productivity, and billing performance.
- Partner with executive leadership across Sales, Finance, Operations, Service, and Technology to align customer experience initiatives with company objectives.
- Serve as executive escalation point for complex customer, billing, contractual, and operational issues.
- Created training programs and career development pathways that improved employee engagement, accountability, and internal promotion opportunities.
- Led implementation of automation initiatives that reduced manual workload, improved turnaround times, and increased operational efficiency.
- Built a culture focused on ownership, continuous improvement, customer advocacy, and cross-functional collaboration.
- Successfully launched and scaled Customer Relations into a critical operational function supporting internal and external customers.
- Established KPI-driven performance management resulting in consistent achievement of department service level goals.
- Improved visibility and decision-making through enhanced reporting, analytics, and process automation initiatives.
- Developed multiple employees into leadership and advanced operational roles through coaching and mentorship.
- Supported organizational growth through process standardization, improved customer experience, and operational scalability.
Customer Relations Manager
2 Years 5 MonthsContract Manager
9 MonthsContract Lead
5 Years 6 MonthsContract Administrator
2 Years 3 MonthsAccount Manager / Office Manager
3 Years- Managed daily operations including billing, payroll, dispatch, collections, customer service, and insurance claim administration.
- Negotiated directly with insurance carriers to secure approvals and accelerate reimbursement timelines.
- Oversaw customer communications and issue resolution throughout the restoration process.
Clinical Pharmacy Technician II
2 Years- Collaborated with physicians and clinical teams to support patient care, medication accuracy, and regulatory compliance.
Certified Pharmacy Technician
7 Years- Managed prescription processing, insurance claims, inventory management, and employee training.
Education
Bachelor of Arts - Mathematics
Skills
Customer Operations
Team Development
Process Improvement
Revenue Operations
Contract Lifecycle Management
KPI Development
Strategic Planning
Escalation Management
Cross-Functional Leadership
Automation & Workflow Optimization
Power BI
Microsoft Excel
Timeline
Director of Customer Relations
IMPACT NETWORKING
09.2025 - CurrentRead More
Customer Relations Manager
IMPACT NETWORKING
04.2023 - 09.2025Read More
Contract Manager
IMPACT NETWORKING
07.2022 - 04.2023Read More
Contract Lead
IMPACT NETWORKING
01.2017 - 07.2022Read More
Contract Administrator
IMPACT NETWORKING
10.2014 - 01.2017Read More
Account Manager / Office Manager
PROTECH WATER DAMAGE
01.2011 - 01.2014Read More
Clinical Pharmacy Technician II
CVS/CAREMARK PHARMACY
01.2009 - 01.2011Read More
Certified Pharmacy Technician
OSCO PHARMACY
01.2004 - 01.2011Read More
University of Illinois At Chicago (UIC)
Bachelor of Arts from Mathematics
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