Client Success Manager (Independent Contractor) - Crafted Staff - Orlando, FL
(2026-02)
- Drive business development initiatives across healthcare, pharmacy, and engineering sectors nationwide.
- Build and strengthen client relationships, creating opportunities for long-term partnerships and revenue growth.
- Leverage expertise in account management, customer success, and workforce solutions to support recruitment efforts and expand client engagement.
- Serve as a trusted advisor to clients by aligning talent solutions with business objectives.
President / Operations Leader - ScoutRx - Orlando, FL
(2023-04 - 2025-06)
Directed enterprise-wide operations and human resources for a fully remote company operating across four states, implementing strategic initiatives that enhanced scalability, improved organizational performance, and supported long-term business objectives.
- Led technology modernization efforts that streamlined workflows, reduced operational bottlenecks, and improved overall efficiency.
- Developed and mentored teams while fostering a culture of innovation, accountability, and collaboration.
- Built and led strategic partnerships with customers, vendors, and industry stakeholders, strengthening market presence and business opportunities.
- Implemented succession planning and leadership development programs to ensure continuity and organizational stability.
- Recruited, hired, trained, and developed employees while improving workforce productivity and engagement.
- Represented the organization at industry events, strengthening brand visibility and expanding strategic relationships.
National Director, Business Development - Jackson Pharmacy Professionals - Orlando, FL
(2021-06 - 2022-10)
- Expanded business opportunities through strategic relationship development with healthcare organizations, executive leadership teams, candidates, and VMS/MSP partners.
- Negotiated contracts, pricing structures, and service agreements that supported organizational growth and profitability.
- Collaborated with marketing leadership to identify market trends and implement growth strategies that expanded market reach.
- Served as the primary client liaison, resolving complex issues and strengthening client retention through proactive communication and service recovery.
- Leveraged market intelligence and analytics to identify emerging opportunities and guide strategic decision-making.
- Consistently built trust-based relationships that generated repeat business and enhanced client loyalty.
Technical Engineering Resources Specialist - Cameron Resources Group - Oviedo, FL
(2018-06 - 2021-12)
- Delivered full-cycle recruiting services for high-growth organizations across medical, defense, autonomous vehicle, biotechnology, alternative energy, and software sectors.
- Partnered with executive leaders to identify workforce needs and develop customized recruitment strategies.
- Successfully sourced, evaluated, and placed highly specialized technical professionals in contract, contract-to-hire, and direct-hire positions.
- Guided clients and candidates through negotiations, resulting in successful placements and long-term hiring success.
Manager, Patient Care - Kroger Specialty Pharmacy (LegacyRx Acquisition) - Lake Mary, FL
(2011-07 - 2018-03)
Co-founded and helped scale LegacyRx Specialty Pharmacy, contributing to its successful acquisition by Kroger Specialty Pharmacy.
- Built foundational operational infrastructure, including policies and procedures, software systems, training programs, sales materials, payer contracting, and communication systems.
- Managed patient care operations, overseeing referral intake, benefits investigations, prior authorizations, copay assistance, and medication delivery coordination.
- Developed and maintained strong physician relationships, improving collaboration and supporting patient care outcomes.
- Led, coached, and developed staff of 60 FTE's while establishing performance expectations and accountability measures.
- Improved operational effectiveness through employee cross-training, workflow optimization, and performance management initiatives.
- Resolved employee and operational challenges while maintaining a positive, productive work environment.
- Supported business growth by serving as a key liaison between physician partners, sales teams, and operations.
Reimbursement Call / Order HUB Supervisor - Aetna Specialty Pharmacy - Orlando, FL
(2007-02 - 2011-06)
- Led an 18-member team responsible for patient advocacy, Medicare verification, and refill order operations.
- Managed high-volume inbound and outbound call center functions while maintaining service quality and operational efficiency.
- Optimized staffing resources and workflow processes to meet service levels and performance objectives.
- Led coaching, training, and performance improvement initiatives that strengthened employee productivity and customer experience.
- Oversaw dialer systems and multiple communication channels to support efficient patient service operations.
Account Manager - Express Scripts - Orlando, FL
(2003-08 - 2007-02)
- Managed client portfolios and served as the primary point of contact for operational and service-related needs.
- Resolved eligibility, fulfillment, implementation, and inventory issues to maintain client satisfaction and retention.
- Delivered operational reporting and performance reviews to clients and internal stakeholders.
- Partnered with sales teams to identify growth opportunities, support account expansion, and strengthen client relationships.
- Maintained high levels of customer satisfaction through proactive issue resolution and account management.
Quality Assurance / Performance Support Specialist - Walgreens Healthcare Plus - Orlando, FL
(1995-01 - 2003-08)
- Led the quality performance of a customer service department consisting of 89 representatives.
- Designed and delivered training programs that improved employee performance, service quality, and operational consistency.
- Generated and analyzed performance reports, identifying trends and opportunities for process improvement.
- Provided coaching and performance feedback that contributed to employee development and department success.
- Supported leadership with training, disciplinary actions, and operational improvement initiatives.
- Played a key role in developing quality assurance standards and performance measurement processes.
