Management Training

JONATHAN H. CHO

**** ******* ***, ******* ** ****6

Mobile: 816-***-****

********@*****.***

HTTP://WWW.LINKEDIN.COM/IN/JONATHANHCHO

PROFESSIONAL SUMMARY

Operations executive with extensive sales, account management, call-center/support, training and implementation experience.

HIGHLIGHTS/ACCOMPLISHMENTS

• Leadership of teams to generate year over year revenue growth of 142%

• Development of partnership program with key vendor suppliers leading to additional 1M in new revenue (2011)

• Development of statement of work for first-ever disease management program with the Health Authority of Abu Dhabi

• Strong focus in generating and maintaining client relationships to ensure continual subscription to products and services (~70M)

• Experienced in developing process/policy in highly technical environments

EDUCATION

• University of Illinois at Urbana-Champaign

• Bachelor of Science Degree in Business Administration

• Major – Management Information Systems (GPA 3.5/4.0)

CERTIFICATION

• Undergoing PMP certification (expected certification: April 2012)

• Six Sigma Green Belt - Motorola University – Completed June 2008

• Agile Certified Scrum Master – Scrum Alliance (ID:86881)

PROFESSIONAL EXPERIENCE

Zynx Health, Los Angeles, CA 2005–Present

Director of Operations

Supported Chief Operating Office and Finance Director in executing on operating company objectives.

Responsible currently for the following teams within Client Services

Operations/Methodology

Client Support

Training and Knowledge Management

Past teams managed within Client Services

Client/Account Management

Integration

Supported growth of personnel from 6 personnel to ~50 people in Client Services

Supported international growth by working directly with first Middle East Zynx clients in Dubai and Abu Dhabi

Operations and Methodology

Overall P&L and budget accountability for Client Services

Continual collaboration with Finance department to ensure revenue and erosion is on target

Responsible for ensuring revenue growth from 2.6M(2010) to 2011 forecast of 3.75M

Responsible for company wide implementation of Salesforce.com.

Responsible for resourcing incoming SOW (Statement of Work) for services

Developed partnerships with industry leading consulting organizations for additional staff augmentation resulting in 1M in new revenue in 2011.

Developed first internship program that is responsible for 60% placement for entry-level positions

Successful implementation of timesheet software (Dovico) to measure and increase utilization

Responsible for KPI Dashboard and monthly senior leadership dashboard for Client Services

Led team in development of Zynx Implementation Methodology, which includes official Zynx project plan and client tool kit.

Training and Knowledge Management

Responsible for all training programs (clients and internal) within Zynx Client Services

Successfully transitioned training program from onsite to remote engagement utilizing web conferencing and e-learning modules saving company roughly 25k monthly

Responsible for creation of internal on-boarding program with continual certifications to ensure that all field resources are kept current on industry knowledge and Zynx tools and methodology

Responsible for creation of first e-learning team which produced several modules utilizing Adobe Captivate and Camtasia.

Consistently receiving high net promoter scores for training and client interaction

Client Support

Work with client executives (C-Level) on escalations and client satisfaction issues.

Zynx Client Support consistently recognized in KLAS with high client satisfaction scores

Responsible for ensuring close alignment with Technology department to ensure defects are being identified and addressed in monthly service pack releases.

Monthly engagement with Product Development department to prioritize enhancement to submit to the Product Realization Process (PRP)

Development of Lean visual workplace for queue management.

Implementation of 24x7 call center with third-party messaging service to ensure continued client coverage

Created and ensured compliance of Support SOP to ensure that client service level agreement (SLA) was adhered to.

Client/Account Management and Integration

Responsible for leading and managing client managers to ensure successful implementation of Order Set and Plan of Care product across over 450 US, Middle East, and Canadian clients.

Created first inside account management team responsible for servicing 200 clients with annual contracts under 100k.

Support our sales team by providing overview of implementation and providing demonstrations of product.

Dedicated executive to client collaborative organization consisting of ~200 hospitals in the United States to ensure client satisfaction. (Ascension Health, Catholic Healthcare West, Trinity Health, Adventist East Health System)

Serve as knowledge expert for integration to Cerner CPOE using both Zynx and Cerner tools.

Created integration certification course for all vendors (Epic, Cerner, AllScripts, McKesson, and MEDITECH)

Cerner Corporation, Kansas City, MO 2001–2005

Operations Leader (June 2004-October 2005)

Responsible for the management of the support for multiple software solutions that included industry leading solution such as ProVision(PACS), RadNet(Radiology), and PathNet(laboratory).

Managed a team of 20 associates to provide world class service in resolving client needs.

Provided data analysis and trending of incoming volume and statistics to meet and exceed quality initiatives.

Succeeded in driving the overall backlog of service requests 15% in Q4 of 2004 to reach an all time low for 2004.

Senior Software Engineer (June 2001-June 2004)

Worked with clients to troubleshoot both critical and non-critical issues that affect patient care and healthcare processes.

Engaged on CPOE/EMR go-live projects and 24/7 pager coverage for critical issues.

Built custom interface for client using Cerner software in the consulting role.

Wolfram Research, Champaign, IL 2000–2001

Oracle Programmer

Worked on coding, client/integration testing and debugging on all custom reports.

Developed database objects including tables, stored procedures, and triggers.

Performed basic Database Administration duties.

TECHNICAL BACKGROUND

Cerner: PowerChart, PowerOrders (CPOE), Cerner CKI, Foreign System Interface, Discern Explorer

Zynx: AuthorSpace, ViewSpace

Vendor Experience: Epic, AllScripts/Eclipsys, MEDITECH, Siemens, McKesson

Customer Relationship Database: Salesforce.com, SalesLogix, Qlikview

General Software: Microsoft Office, Adobe Captivate

Project Management: Microsoft Project, Microsoft Visio

Languages: Java, C++, SQL, HTML, Visual Basic, CCL(Cerner Command Language)

Databases: Proficient with MS Access, SQL Server, Oracle.

Other: VMS, AIX, Proficient in working in PC/Mac environments

SPEAKING/PRESENTATIONS

“Deployment of Bridge Strategy to CPOE - St. Vincent” – Eclipsys User Conference 2009 (Co-Present)

“CPOE Project Implementation” – Cerner Canada User Conference 2008 (Co-Present)

“Best Practices for EHR Implementation utilizing Zynx” - Zynx Annual Conference 2011

“Basics of Value-Based Purchasing”, “Keys to Content Governance” – Zynx Clients (webinar)

TRAINING

• Value Stream Mapping – Lean Enterprise Institute

• GTD – Mastering Workflow, Managing Projects & Priorities – David Allen Company

• Trust Triangle Selling – Adams and Associates

• Helping Others Succeed – BlessingWhite

HONORS/MEMBERSHIP

Dean’s List- College of Liberal Arts and Sciences

Phi Eta Sigma Honors Society- University of Illinois chapter

HIMSS Member

LANGUAGES

Conversational and Written Korean

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