I've built Customer Success and Experience functions for Fusion, Sitero, Labcorp, Aetna, UnitedHealthcare, and Optum across healthcare, diagnostics, clinical research, and managed care. At Fusion, I led roughly 200 clients and $38M in revenue through a major product upgrade with 100% retention.
At Labcorp, I turned insight from more than 2M customer touchpoints into enterprise transformation initiatives, improving NPS by 21 points and reducing escalations by 44%. At Sitero, I launched its first end-to-end Customer Success program, improving customer retention by 76%.
I've also led Medicare and Medicaid growth, market intelligence, and operations teams, contributing to $7.4B in new revenue, 42% membership growth, and modernized sales operations that reduced cost by 27%.
