Available to hire
I am a project and implementation leader with 8+ years of experience scaling support operations, managing large teams, and driving global implementation success in complex environments. I excel at launching and optimizing cross-functional programs and building scalable support infrastructure.
I am passionate about delivering exceptional customer experiences, aligning stakeholders, and continuously improving processes across SaaS implementations and healthcare technology projects.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Language
English
Fluent
Work Experience
Project Manager (SaaS Implementations) at MediSpend
April 1, 2025 - October 13, 2025Scaled SaaS implementation operations to support 15+ global pharmaceutical clients, including Fortune 500 leaders; launched compliant onboarding programs reducing ramp-up time by 40%. Led 10+ team members and contractors across implementation, support, and documentation; improved delivery consistency by 25%. Analyzed project-level trends to implement process improvements boosting client satisfaction by 20%. Identified delays via Jira velocity metrics, resolved blockers, boosting on-time delivery from 78% to 96%. Designed Confluence SOPs and knowledge bases; standardized workflows and reduced new team ramp-up by 50%. Built CRM-based support infrastructure using Zendesk, Jira, and Confluence to triage issues and automate ticket escalations, cutting response time by 30%.
Operations Manager at Upper East Side Cardiology
October 20, 2022 - October 13, 2025Launched scalable intake, referral, and follow-up operations for a growing startup medical practice; boosted patient satisfaction scores by 25% within the first year. Implemented trend-based process improvements by analysing no-show and patient communication data, reducing rescheduling rate by 15%. Led 12+ staff across front desk, intake, and medical assistant roles, streamlining coordination and improving throughput by 33%. Oversaw EHR migration and trained 100% of staff; built onboarding, billing, and provider scheduling workflows. Managed cross-functional execution of new service line launches, improving patient conversion by 18%.
Program Coordinator at Memorial Sloan Kettering
October 1, 2020 - October 13, 2025Led training operations and ticketing queues for tech support; improved request resolution time by 20%. Identified onboarding and ticket resolution inefficiencies; implemented process changes reducing support backlog by 22%. Scaled operational support programs while maintaining 98% stakeholder satisfaction during multi-department rollout efforts. Managed 8+ contractors and staff; aligned workflows across HR, IT, and clinical ops. Built onboarding tools, training guides, and document repositories; streamlined onboarding handoffs by 35%.
Project Manager at Northwell Health
December 1, 2019 - October 13, 2025Led cross-functional team for scheduling, credentialing, and operational readiness; tracked project data trends and increased onboarding speed from 5 days to 3 days on average. Contributed to support documentation and SOPs for Epic EHR rollouts, reducing staff training time by 40%. Triaged and managed onboarding tickets through CRM and Epic systems; decreased ticket handling times by 28%.
Project Manager (SaaS Implementations) at MediSpend
April 1, 2025 - October 13, 2025Scaled SaaS implementation operations to support 15+ global pharmaceutical clients (including Merck, Pfizer, Abbott Laboratories, Amgen, Baxter International, and Henry Schein); launched compliant onboarding programs that reduced ramp-up time by 40%. Led 10+ team members and contractors across implementation, support, and documentation, improving delivery consistency by 25%. Analyzed project-level trends using delivery metrics and ticket volume to implement process improvements that improved client satisfaction scores by 20%. Identified implementation delays via Jira velocity metrics and resolved blockers, boosting on-time delivery rate from 78% to 96%. Designed Confluence SOPs and knowledge bases that standardized workflows and reduced new team ramp-up by 50%. Built CRM-based support infrastructure using Zendesk, Jira, and Confluence to triage issues, track bugs, and automate ticket escalations, cutting response time by 30%.
Operations Manager at Upper East Side Cardiology
October 1, 2022 - October 13, 2025Launched scalable intake, referral, and follow-up operations for a growing startup medical practice, boosting patient satisfaction scores by 25% within the first year. Implemented trend-based process improvements by analyzing no-show and patient communication data, reducing rescheduling rate by 15%. Led a team of 12+ staff and contractors across front desk, intake, and medical assistant roles, streamlining coordination and improving throughput by 33%. Oversaw EHR migration, training 100% of staff and building support workflows for onboarding, billing, and provider scheduling. Managed cross-functional execution of new service line launches, improving patient conversion rates by 18%.
Program Coordinator at Memorial Sloan Kettering
October 1, 2020 - October 13, 2025Led training operations and ticketing queues for tech support, improving request resolution time by 20%. Identified inefficiencies through onboarding completion and ticket resolution data, driving process changes that reduced support backlog by 22%. Scaled operational support programs while maintaining 98% stakeholder satisfaction during multi-department rollout efforts. Managed a team of 8+ contractors and staff, aligning workflows across HR, IT, and clinical ops teams. Built onboarding support tools, training guides, and document repositories, streamlining onboarding workflow handoffs by 35%.
Project Manager at Northwell Health
December 1, 2019 - October 13, 2025Led cross-functional team of 5+ contractors and admins for scheduling, credentialing, and operational readiness. Regularly tracked project data trends and implemented improvements that increased onboarding speed from 5 days to 3 days on average. Contributed to support documentation and SOPs for Epic EHR rollouts, reducing staff training time by 40%. Triaged and managed onboarding tickets through CRM and Epic systems, decreasing ticket handling times by 28%.
Project Manager (SaaS Implementations) at MediSpend
April 1, 2025 - October 13, 2025Scaled SaaS implementation operations to support 15+ global pharmaceutical clients, including Merck, Pfizer, Abbott Laboratories, Amgen, Baxter International, and Henry Schein, launching compliant onboarding programs that reduced average ramp-up time by 40%. Led 10+ team members and contractors across implementation, support, and documentation, improving delivery consistency by 25%. Analyzed project-level trends using delivery metrics and ticket volume to implement process improvements that improved client satisfaction scores by 20%. Identified implementation delays via Jira velocity metrics and resolved blockers, boosting on-time delivery rate from 78% to 96%. Designed Confluence SOPs and knowledge bases that standardized workflows and reduced new team member ramp-up by 50%. Built CRM-based support infrastructure using Zendesk, JIRA, and Confluence to triage issues, track bugs, and automate ticket escalations, cutting response time by 30%.
Operations Manager at Upper East Side Cardiology
October 1, 2022 - October 13, 2025Launched scalable intake, referral, and follow-up operations for a growing startup medical practice, boosting patient satisfaction scores by 25% within the first year. Implemented trend-based process improvements by analysing no-show and patient communication data, reducing rescheduling rate by 15%. Led team of 12+ staff and contractors across front desk, intake, and medical assistant roles, streamlining coordination and improving throughput by 33%. Oversaw EHR migration, training 100% of staff and building support workflows for onboarding, billing, and provider scheduling. Managed cross-functional execution of new service line launches, improving patient conversion rates by 18%.
Program Coordinator at Memorial Sloan Kettering
October 1, 2020 - October 13, 2025Led training operations and ticketing queues for tech support, improving request resolution time by 20%. Identified inefficiencies through onboarding completion and ticket resolution data, driving process changes that reduced support backlog by 22%. Scaled operational support programs while maintaining 98% stakeholder satisfaction during multi-department rollout efforts. Managed team of 8+ contractors and staff, aligning workflows across HR, IT, and clinical ops teams. Built onboarding support tools, training guides, and document repositories, streamlining onboarding workflow handoffs by 35%.
Project Manager at Northwell Health
December 1, 2019 - October 13, 2025Led cross-functional team of 5+ contractors and admins for scheduling, credentialing, and operational readiness. Regularly tracked project data trends and implemented improvements that increased onboarding speed from 5 days to 3 days on average. Contributed to support documentation and SOPs for Epic EHR rollouts, reducing staff training time by 40%. Triaged and managed onboarding tickets through CRM and Epic systems, decreasing ticket handling times by 28%.
Education
Bachelor of Science in Biomedical Informatics at New York City College of Technology
January 11, 2030 - October 13, 2025Certified Scrum Master at Scrum Alliance
January 11, 2030 - October 13, 2025Bachelor of Science in Biomedical Informatics at New York City College of Technology
January 11, 2030 - October 13, 2025Bachelor of Science in Biomedical Informatics at New York City College of Technology
January 11, 2030 - October 13, 2025Certified Scrum Master at Scrum Alliance
January 11, 2030 - October 13, 2025Qualifications
Certified Scrum Master
January 11, 2030 - October 13, 2025Certified Scrum Master
January 11, 2030 - October 13, 2025Certified Scrum Master
January 11, 2030 - October 13, 2025Industry Experience
Healthcare, Life Sciences, Professional Services, Software & Internet, Financial Services, Other
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
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