Trisha Purvis
Lewis Center,OH
Summary
Relentlessly pursuing operational enhancements while maintaining 98% client retention rate, achieving double-digit revenue growth, and consistently meeting or exceeding KPI/SLA targets throughout tenure
Overview
26
26
years of professional experience
1
1
Certification
Work History
AVP, Operations
Quadax
Cleveland, OH
01.2020 - Current
- Lead a 60+ FTE Operational team supporting multiple clients in Revenue Cycle Operations. Also responsible for efforts in Operational Improvement and Project Management based on the core principles of LEAN/Six Sigma. Responsible for Quality Auditing efforts, Key Performance Indicator implementation with applicable operational dashboards, and streamlining of Quadax’s Business Process Teams to ensure utmost efficiencies. These teams are responsible for Operational and Client Support, Account Management, and Product/Development efforts to provide the best Revenue Cycle Management services in the industry.
- Key Accomplishment:
- Implemented various best practices in process improvement, change control, change management, and Sales and Operational Planning.
- Planned and conducted client advisory board efforts and implementation of Net Promoter Score (NPS) surveys.
Director, Customer Success
CBRE
Columbus, OH
01.2018 - 01.2020
- Managed teams of Operational and Sales focused individuals in support of the implementation of new clients targeted within the acquisition of Facility Source by CBRE.
- Key Accomplishment:
- Developed new Customer Success team in collaboration with another Sales focused Director to strike a winning balance between Sales and Operational client support strategies.
- Successfully implemented nine new clients with proprietary software and applicable service delivery methodology.
Director, Customer Success
Vertiv/Emerson Network Power
Columbus, OH
01.2000 - 01.2018
- Managed P&L and $600k in controllable expenses for Client Success Organization. Led managed growth and continued improvement in the organization by developing processes, templates, and workstreams in support of current and new clients, tailored to their unique requirements. I was also responsible for the management of our international account base, including operational delivery, engineering, and global client support.
- Key Accomplishment:
- Developed Global Account Development Field Book, recognized as part of an AFSMI Best practice in Sbusiness Magazine.
- Created and implemented client dashboards for data collection and management as well as KPI performance for Preventive Maintenance completion, Response, and Repair times.
Education
Master of Business Administration -
Franklin University
Columbus, OH01.2012
Certification
- LEAN Six Sigma Green Belt
EDUCATION & LEADERSHIP
- Lean Six Sigma Green Belt
- Leadership Columbus Class of 2013
- Emerson Electric Leadership Development Program
- Junior Achievement In-class Instructor and Mentor
Timeline
AVP, Operations
Quadax
01.2020 - Current
Director, Customer Success
CBRE
01.2018 - 01.2020
Director, Customer Success
Vertiv/Emerson Network Power
01.2000 - 01.2018
Master of Business Administration -
Franklin University
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