People-Centered Leader supporting Operational Efficiency

DEANA CINCOTTA

Durham, North Carolina *************@*******.*** 919-***-****

WEBSITE AND PROFILE

www.linkedin.com/in/deana-cincotta-230b2aa6

People-focused leader with 15+ years of experience driving operational success across clinical technology and enterprise environments. Known for strengthening teams, optimizing processes, and delivering consistent, high-quality outcomes at scale. Combines a results-oriented mindset with a human-centered approach to improve efficiency, elevate customer experience, and support mission-driven organizations. CORE COMPETENCIES

Operations Leadership • Global Team Management • Process Optimization • Customer Experience Escalation Management • Training & Development • KPI & Metrics Strategy • Change Management Cross-Functional Collaboration • Continuous Improvement • Program & Project Management TECHNICAL SKILLS

Productivity & Collaboration: Microsoft 365, Teams, Zoom, Slack, Google Meet Support & Workflow Systems: ServiceNow, JIRA, MasterControl LMS & Content Tools: Absorb, Cornerstone, Canva, Adobe Captivate (basic) CRM & Data Systems: Salesforce, FileMaker, Goldmine Data & Reporting: Tableau, Excel, SQL (basic)

HR Systems: Workday, BambooHR, Paycor

Financial Tools: QuickBooks (basic), ClinPay, ClinDebit Other Platforms: SharePoint, Box, Macola ERP

PROFESSIONAL EXPERIENCE

Clinical Ink — Durham, NC (Remote)

Senior Manager, Support Mar 2025 – Present

• Lead full employee lifecycle: hiring, onboarding, coaching, performance management, and terminations for global support teams

• Optimize staffing models and shift scheduling based on ticket volume trends and geographic demand

• Serve as primary escalation point for all critical support issues, ensuring rapid and effective resolution

• Establish and track KPI-driven performance metrics to improve service quality and operational efficiency

• Design and implement standardized processes, documentation, and training frameworks across teams

• Drive continuous improvement initiatives through trend analysis and root-cause identification

• Spearheaded global phone system redesign supporting operations across 80 countries

• Led rollout and testing of multi-product support chat functionality, improving accessibility and response times

• Partner cross-functionally to communicate product issues and influence roadmap improvements Sitero (formerly Clario) — Durham, NC (Remote)

Operations Manager (Product, L&D, People) Jan 2024 – Oct 2024

• Directed large-scale LMS migration for 28,000+ users across multiple departments

• Led rapid development of 20+ training videos within a 45-day deadline

• Created 40+ instructional documents within 3 business days to support system adoption

• Designed and customized 70+ learning roadmaps to enhance user engagement and training outcomes

• Built and deployed company-wide cybersecurity training curriculum

• Produced weekly cross-functional QA and audit reports with actionable insights

• Troubleshot LMS issues and delivered product training support for internal and external users

• Supervised and mentored content creators, improving output quality and consistency Clario (formerly Bioclinica) — Durham, NC

Operations Manager / Technical Operations Manager (Payments, People) Mar 2018 – Jan 2024

• Led global, cross-functional teams supporting clinical trial payment operations (US + international)

• Oversaw project management, resource planning, and operational execution across multiple programs

• Developed and implemented process improvements to increase productivity and efficiency

• Managed client relationships, balancing business needs with high customer satisfaction and retention

• Acted as escalation lead for operational, technical, and customer issues

• Directed budgeting approvals and expense oversight for department operations

• Championed employee growth, retention strategies, and promotion advocacy

• Created and analyzed departmental performance metrics and reporting frameworks

• Coordinated high-risk system testing (weekend releases, emergency patches)

• Supported HR functions including onboarding, conflict resolution, and immigration compliance Additional Leadership Contributions:

• Facilitated team meetings, 1:1s, and performance improvement plans

• Negotiated compensation adjustments and merit increases

• Led team-building initiatives and internal communications (newsletter, ambassador roles)

• Managed merger integration communications and onboarding programs Bioclinica — Durham, NC

Associate Operations Manager May 2017 – Mar 2018 Senior Operations Associate May 2016 – May 2017

Operations Associate Apr 2015 – May 2016

• Progressed through roles supporting clinical payments operations and team leadership

• Built expertise in process optimization, reporting, and customer support Workplace Options — Raleigh, NC

Clinical Referral Specialist Nov 2010 – Apr 2015

• Coordinated mental health services for EAP clients with strict SLA adherence

• Conducted reporting, data analysis, and billing support

• Trained new employees and supported team leadership functions Regional Credentialing Specialist / Development Specialist Jun 2010 – Nov 2010 Vega Metals, Inc. — Durham, NC

Artist & Sales/Marketing Coordinator Jun 2006 – Jun 2010

• Managed sales, forecasting, and marketing for national events and conventions

• Designed and built trade show booths and visual merchandising experiences

• Led product design, finishing techniques, and custom artistic production Network Services, Inc. — Raleigh, NC

Service Specialist / Project Manager May 2002 – Jun 2006

• Managed telecom solutions for national enterprise clients

• Oversaw billing, reporting, and operational project execution Advantage Power Solutions — Raleigh, NC

Operations Project Director Feb 2001 – Feb 2002

• Supervised installation teams and nationwide operational projects

• Implemented systems to improve efficiency and reporting accuracy Earlier Experience:

Broadway Video, Inc. (NYC) – Account Coordinator

Sound On Sound Recording (NYC) – Assistant Studio Manager On Sight Media (NYC) – Executive Administrative Assistant EDUCATION

State University of New York (SUNY), Purchase College Bachelor of Fine Arts – Sculpture, Video & Art & Design Aesthetics COMMUNITY INVOLVEMENT

• Contributor — Dementia Alliance of North Carolina (Raleigh, NC)

• Contributor — A Place at the Table (Raleigh, NC)

• Contributor — Food Bank of Central & Eastern North Carolina

• Contributor — Popcorn for the People

• Coordinator/Contributor — Battersea Dog Shelter Charity Walk (London, UK)

• Mentor — Great Potential Program & L27 Youth Programs

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