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Nicholas Portillo
Looking for a jobSr. Manager Customer Care
Former Sr. Manager of Customer Care at GHX, I have led international teams to help improve customer outcomes.
United StatesSr. Manager Customer Care at Global Healthcare Exchange (GHX)
About
At Global Healthcare Exchange (GHX), I managed a 10-person support analyst team across India and the U.S. and consistently achieve 100% positive CSAT from customers. I also assist with customer upgrades and quarterly business reviews.
At Syft (acquired by GHX), I managed a 27-person QA product testing team and helped reduce bug escapes by over 50% in my first six months. I co-led customer business reviews, project managed upgrades, and completed RFP forms for potential customers.
Earlier, I supported healthcare software implementations and systems, including LabVantage, BRAIN, SynergyTrak, and laboratory systems. I hold an MBA from Eastern New Mexico University and am seeking a leadership position with a company that values its people and is growth oriented.
Experience
Sr. Manager Customer Care
Global Healthcare Exchange (GHX)
Manage a multi-national team of 10 support analysts, consistently achieving 100% positive CSAT. Assist with customer upgrades and quarterly business reviews, and developed a skill matrix for team growth.
Customer SupportCSATTeam ManagementSkills MatrixCustomer UpgradesBusiness Reviews
Senior Director of QA and Customer Success
Managed a multi-national team of 27 QA product testers, defined QA best practices, and reduced bug escapes by over 50% in the first 6 months. Co-led quarterly business reviews, project managed customer upgrades, and completed RFP forms.
QACustomer SuccessTeam ManagementBug ReductionRFP
Education
Eastern New Mexico University
Graduated with a Master of Business Administration, graduating Magna Cum Laude with a 3.9 GPA.
CompTIA
Earned the A+ Computer Hardware/Software Certification, renewed every 3 years.
University of South Florida
Earned a Bachelor of Science in Biomedical Sciences.
United States Navy Reserve
Served as an Electronics Technician, progressing from Seaman to Petty Officer 2nd Class and receiving an Admiral's Award.