Manager Account
Resume:
Katrina D. Hankins (McGill)
*************@*****.***
EXPERIENCE
eClinicalWorks, Strategic Account Manager Health Centers 09/2020 – Present
• Fostered C-level relationships with Federally Qualified Health Centers (FQHC) across the continental United States
• Guided clients through product adoption by recommending best practices and facilitating communication channels with technical engineers
• Expanded client relationships with the company by increasing engagement with learning materials and web conferences
• Supported customers at the enterprise level, resulting in long term trust in the cloud software and professional services
• Demonstrated empathy during client escalations, ultimately deescalating and improved relationships with the support team eClinicalWorks, Strategic Account Manager Private Practices 11/2017 – 09/2020
• Continuously managed 75 accounts during the product implementation cycle to post-implementation support of SaaS services
• Optimized product capabilities to meet specific client business needs
• Leveraged effective communication skills to convey complex technical solutions and maintain positive client experience
• Coordinated with relevant departments to examine potential risks to patient safety and software usability
• Reported 99% satisfaction rate across 85 surveyed client organizations Little Flippers Swim School, Office Manager/Supervisor 07/2017 – 11/2017
• Set expectations with parents of students and prospective clients regarding the Little Flippers Swim School and programs
• Tracked student progress and served as the client-facing liaison between the instructors and the customers
• Acted as a peer advisor by giving recommendations for enrollment to specific programs
• Answered high volume of daily phone inquiries, while concurrently training clients onsite through the registration process Calphin Aquatics Club, Supervisor 02/2009 – 03/2014
• Evaluated instructors regarding performance in group lessons and provided constructive feedback to the team
• Acted as immediate point of contact for scheduling conflicts, client relations, and emergency scenarios
• De-escalated client frustrations at the point of call; reset expectations through reassuring a timely resolution delicately EDUCATION
Arizona State University
W.P. Carey School of Business
Bachelor of Arts, Business Administration 08/2016-08/2019 Foothill College
Associate of Arts, Accounting 08/2012-09/2016
SKILLS
• Communication: able to intuitively diffuse client escalations, manage large influx of requests, adaptable to sudden project developments, convey complex ideas in a digestible manner
• Software: certified in eClinicalWorks EHR application, Atlassian JIRA, proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Jackrabbit Management Software, WhenToWork (W2W)
• Languages: fluent in English, basic proficiency in Tagalog
• Work Ethic and Integrity: Employee of the Quarter (Calphin), 2010 and 2011
• Healthcare Certification: HIPAA certified
ACTIVITIES AND AFFILIATIONS
• Tri-City Volunteers Food Bank: Event Volunteer
• Saint Anne’s Catholic Church: Perennial Charity Fundraiser
• Palo Alto Stanford Aquatics: Nationally Ranked Competitive Swimmer
• James Logan High School: Varsity Swim Team Captain
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