Victoria Ortega
Oxnard,CA
Summary
Highly accomplished and results-driven Customer Success Manager with considerable experience in Master Data Management (MDM) within the healthcare industry, data stewardship, and project delivery coordination. Recognized for exceptional leadership skills and a track record of driving successful initiatives in complex and dynamic environments. Proven ability to implement strategic MDM frameworks, ensuring data accuracy, consistency, and integrity across the organization. Adept at leading cross-functional teams, fostering collaboration, and driving data governance initiatives to optimize operational efficiency.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Gaine Technologies, LLC
04.2022 - Current
- Effectively managed Amgen's Patient MDM solution while simultaneously managing 5 other customers from varying industries.
- Established a successful Data Stewardship service to reduce the number of duplicate patient masters in Amgen's ecosystem by 74% in less than a year.
- Streamlined the Data Stewardship services to be utilized across multiple customers from multiple industries and improved the data stewarding throughout with extensive customer-specific documentation.
- Managed a team of data stewards who have adjudicated 40,934 match groups in Amgen’s data.
- Maintained accurate solution architecture diagrams for documentation purposes.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Authored various, revenue-generating contracts to support significant implementation services.
- Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Conducted regular Quarterly Business Reviews (QBRs) with customers to highlight service achievements, strategize for the following quarter, and identify solutions based on the customer's needs.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Collaborated with sales and product teams to address customer success objectives.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Senior Data Analyst
Gaine Technologies, LLC.
02.2020 - Current
- Contributed to multiple projects for a provider MDM solution as part of the California State Provider Directory initiative ("Symphony").
- Updated and developed SQL scripts and queries to extract, analyze, and map data from multiple provider groups and payers.
- Converted complex provider network algorithms into a consumable format for various suppliers and payers.
- Assessed large supplier and payer datasets, drew valid inferences, and prepared insights in narrative or visual forms.
- Collaborated with team members to create Standard Operating Procedures (SOPs) for customer onboarding.
- Managed and optimized a cross-organization provider data attestation process for 5 payers and thousands of suppliers to exchange data.
- Performed root-cause analysis on data-related system problems to recommend or execute corrective action.
- Interpreted business questions and collaborated with engineering teams to identify creative solutions.
Assistant Office Manager
Gaine Technologies, LLC.
04.2015 - Current
- Input financial data and produced reports using QuickBooks.
- Maintained and processed invoices, deposits, and money logs.
- Stewarded thousands of provider matches for the California state-wide provider directory.
- Completed payroll for employees and maintained detailed records of procedures.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
Education
Bachelor of Arts - Political Science
California Polytechnic State University, San Luis Obispo
San Luis Obispo, CA06.2015
Skills
- Master Data Management (MDM)
- Patient, Provider, Payer, and Supplier Data Mastering
- Enterprise Data Models
- Data Stewardship
- T-SQL
- Account Management
- Agile Sprint Planning
- Project Management
- Process Improvement Design
- Salesforce CRM Experience
- Strong Written Communication
- High Attention to Detail
Additional Information
Awards: "Distinguished Gaine of the Year" Award - December 2020
Timeline
Customer Success Manager
Gaine Technologies, LLC
04.2022 - Current
Senior Data Analyst
Gaine Technologies, LLC.
02.2020 - Current
Assistant Office Manager
Gaine Technologies, LLC.
04.2015 - Current
Bachelor of Arts - Political Science
California Polytechnic State University, San Luis Obispo
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